Client User Guide

Welcome to the Bilateral Base EMDR platform.

If you’re using the platform for the first time then this guide will walk you through the steps to getting connected with your therapist.

If you’ve previously be used to using version 1 of the platform this guide will help you understand the differences in version 2 which all therapists will be using from 8th Jan 2022.

Overview #

The platform enables your therapist to easily set up a video call with you via the Bilateral Base platform which also includes the specialised tools that may be used as part of EMDR therapy.

In a majority of cases you will not have to do anything different than if you were using Zoom or any other popular video conferencing service,  however we suggest you have a quick read of the information below that should help ensure that your call is set up properly and that it is possible for your therapist to be able to use all the different tools that are available to them.

Before your session #

Environment #

  • Try to find a quiet space where you won’t be disturbed
  • Seated in a comfortable chair but reasonably upright chair

Your Device #

  • The platform can be used on PC, Mac, Android Tablets/Phones and iPad/iPhones
  • Ensure your device has sufficient battery for the session duration or is connected to a power supply
  • If you are going to be using a PC/Mac and if you rarely restart you device it might be worth doing this to ensure it is running as efficiently as possible. This will also in many cases ensure you are running the most up-to-date version of your web browser
  • It is recommended that you close any unnecessary programs on your PC/Mac to free up system resources for your session
  • Don’t have any other video conferencing services running at the same time e.g. Zoom as this can prevent Bilateral Base being able to access your webcam

Your Internet Connection #

  • Video calls are data intensive and so your internet connection needs to be running as efficiently as possible. In most cases this will not be an issue but we do occasionally assist users whose internet connections have got a little ‘clogged up’. For a standard home internet connection you can ensure it is running optimally by turning your router off and on again.

Web Browser Support #

The platform is used via the web browser on your device. Here is a list of browsers that can be used by device type:

  • PC – Chrome, Edge, Firefox (Chrome recommended)
  • Mac – Chrome, Firefox, Safari (Chrome recommended)
  • iOS (iPad/iPhone) – Safari (It is recommended that you use the dedicated app for Apple devices)
  • Android – Chrome

We recommend Chrome for PC/Mac. While all the main browsers do provide support for the technologies we rely on for video conferencing and EMDR therapy tools. The quality of that support is variable. Chrome has excellent support. Edge has very good support. In our experience Firefox and Safari (for PC/Mac) have ok support (a small number of users do occasionally find they have issues). If you do experience issues with using a particular browser then switching to Chrome will likely resolve the issue.

Apple iPad & iPhone Users #

  • If you have a PC or Mac available it is recommended that you use this, as the larger screen will generally be better suited to therapy sessions
  • If you intend to use an iPad or iPhone then you should download the iOS app. Please see guide for iPad and iPhones users

Webcam #

  • You will need to have a webcam (or camera built into your device) available for the session
  • Try to position/point it so that your eyes are about a third of the way up the image so your therapist can see you well
  • Avoid having a window or bright light behind you. Try to ensure there is a reasonable amount of light falling on your face

Audio #

  • It is recommended that you use headphones for your session instead of your device speakers.
  • It is recommended that you use wired headphones as some makes of wireless headphones are not suitable for use with some audio based therapy tools
  • If this is not available you can still use the built-in speakers on your device as an alternative
  • Check with your therapist if unsure what you should be using for your session(s)

Microphone #

  • It is recommended that you use a microphone that can be positioned fairly close to your mouth which will ensure your therapist can hear you well. These are often supplied with new tablets/smartphones or can be purchased quite inexpensively
  • If this is not available, you can still use the built-in microphone on your device as an alternative

Run Pre-call Test #

  • If it is your first time using the platform then we recommend clicking on the session link as soon as you receive it. to check your system is ready to go.
  • The first thing you will see after clicking the session link is an option to test your audio and video setup. You can go through these steps and check everything is working and then just close your web browser once this is done
  • By doing this well ahead of your session (e.g. 24hrs before), if there are any issues, the team at Bilateral Base will be able to help get them resolved before your session is due to start


Starting a Session #

Session Link #

  • You will likely have already been sent a link to join the session by your therapist. Simply click on it to automatically open the session in your web browser

Pre-call Test #

  • As discussed above it is recommended you do this well ahead of your first ever session to make sure you have a trouble free experience and any issues can be resolved.
  • At the time of your session it’s generally a good idea to quickly run through the tests again to make sure nothing has changed and your setup is working
  • However once you’ve done it a few times and are confident that the set up hasn’t changed there is the option to skip the tests

Waiting Room #

  • Once you have completed or skipped the Pre-call Test you will then either be taken straight into the session with your therapist or you may be held in the waiting room until your therapist has arrived
  • If you have been using the old version of the platform you will find that this has changed slightly and you no longer need to choose between joining the session immediately or waiting for the notification that your therapist arrived. All the information you need will be on your screen at the time


Main Session Controls #

Mute Camera #

  • If at any point during a session you want to ensure your camera is off then click the camera icon towards the bottom right of your screen

Mute Microphone #

  • If at any point during a session you want to ensure your microphone is off then click the microphone icon towards the bottom right of your screen

Leave Session #

  • To exit the session at any time click the ‘Leave Session’ option at the bottom right of  your screen. Alternatively you can close your browser window/tab which will also end the session


Additional Session Options #

Reposition Preview Panel #

  • The preview video panel that shows you the view from your camera can be repositioned by dragging to different parts of the screen
  • It can also be moved by going to Session Options -> View Preview Options

Full Screen Mode #

  • Some users prefer to go into full screen mode to remove any other distractions from their screen and to maximise the space available for the video conference and therapy tools.
  • This option can be found towards the bottom right of your screen
  • This option is currently supported on PC and Mac

Share Screen #

  • If needed, you can share all or part of your screen with your client using the ‘Share Your Screen’ option towards the bottom right of your screen
  • This option is currently supported on PC and Mac

Chat #

  • This feature allows you to instant message with your therapist
  • Go to Session Options -> Chat

Switch Camera/Audio Output/ Audio Input #

  • If you need to change your video or audio setup during a session go to ‘Session Options’ towards the bottom right of your screen


Troubleshooting #