Live Session Capture

Live Session capture

Troubleshooting Guide

A step-by-step guide to resolving common audio issues during in-person and telehealth sessions.

Overview

Live session capture is designed to make capturing in-person and telehealth sessions smoother, more reliable, and easier to monitor. Follow this guide to get set up quickly and resolve any issues that may arise.

1	Microphone Permissions

When prompted to allow permissions, follow these steps:

1. Click "Grant permission" in the sidebar.
2. Select a valid, working microphone — the volume indicator should turn blue.
3. Choose "Allow while visiting this site".

ℹ️  Why this matters

• Ensures audio is captured throughout the session.
• Prevents unexpected permission pop-ups mid-session.
• Maintains consistent audio capture even if the browser reloads.

2	Before Starting the Session

Before clicking Start Session, check the microphone bar:

• Speak out loud — the audio bar should move when you speak.
• If the bar does not move, your mic is not being captured. Fix this before starting.

🔧  If the microphone bar doesn't move

Option 1 — Allow via Manage Extensions:

1. Open Chrome extensions and allow mic access for the Eleos extension.
2. Refresh the page.
3. Switch the audio input and check again.

Option 2 — Reset the Extension Permissions:

1. Open the Eleos extension from the extensions toolbar.
2. Open "Web Permissions" and reset permissions for the extension.
3. Return to the page where the sidebar is open.
4. When the permission prompt appears, select a valid microphone (preferably your default PC microphone).
5. Confirm the volume indicator picks up your voice, then click "Allow while visiting this site".

3	After Starting the Session

Once the session begins, confirm the status indicator shows "good status" for both sides:

• The indicator should show "good status" when you speak.
• The indicator should also show "good status" when your client speaks.
• If the indicator shows "bad or low status" for either side, that side's audio may not be fully captured.

4	"No Audio" Indicator

If Eleos detects no audio at the start of a session:

• A persistent "No Audio" indication will appear on screen.
• The indication should disappear automatically once your voice or your client's voice is detected.

💡  If the banner persists, return to Section 2 and reset your microphone permissions.

5	Minimizing the Sidebar

Once you have confirmed audio is being captured for both you and your client:

• You may safely minimize the sidebar.
• A clear indicator will remain visible confirming the session is still running.
• Minimizing the sidebar will not interrupt audio capture.

Need more help?

Reach out to the Eleos support team. We're here for you.