Swiss Made

FAQ – technical questions

Common technical problems and how to solve them. Your question isn't here? Write to us at info@attune-session.com.

The editor plays video without sound, but only when the laptop is on the network cable

Question: Over Wi-Fi the editor plays videos with sound. With the laptop on the network cable, the picture plays but there is no sound. The player's speaker icon isn't crossed out and the volume is up.

Cause: The network cable goes into a USB-C hub, and the hub has its own sound device. As soon as the hub is plugged in, Windows sends the sound to the hub, for example to "Lautsprecher (USB PnP Device)", which has no speakers attached. Attune-Session sends the sound the same way over both connections.

Solution:

  1. Click the speaker icon at the bottom right of the taskbar, then the ">" next to the volume slider.
  2. Choose the laptop's speakers, for example "Speaker (Realtek Audio)".
  3. To stop Windows switching back whenever the hub is plugged in: Settings → System → Sound → "Lautsprecher (USB PnP Device)" → "Don't allow".

Only choose "Speakers (NVIDIA Broadcast)" if you set up NVIDIA Broadcast on purpose: it's a virtual device that passes the sound on to another device.

From home the dashboard says "The dashboard works on the practice's network only."

Question: At the practice the dashboard works. From home or on the road, all that appears after logging in is this message. The editor, with the sessions and files, opens from anywhere.

Cause: To protect your data, the dashboard (recording and settings) can only be used at the practice: on the network cable or the practice Wi-Fi.

Solution: For technical support, you can give an Attune-Session staff member access to the dashboard. To do so, tick the box on the "Configuration" page as the admin therapist. Without this consent, nobody can access your dashboard from outside.

I can't reach the server on the network cable

Question: I can't access the server over the LAN connection.

Solution: You need a secure connection, e.g. via https://dashboard-001.attune-session.com.

Replace 001 with your server's number. The address must start with https://; with http:// (no s) the connection won't work.