Support
Help when something isn’t working
Use this page when you run into a problem with the Pure EMDR extension, your screen share, or session performance.
Common problems
I can’t find the Pure EMDR icon.
Open your browser’s extensions or puzzle-piece menu and pin Pure EMDR to the toolbar.
My client sees more than the EMDR Board.
Stop sharing, then select only the EMDR Board tab for browser calls or only the EMDR Board application window for Zoom.
My browser-based call is laggy.
Confirm that the EMDR Board is still open as a tab in the same browser window as your call. The board does not need to be the active tab.
My Zoom screen share is laggy.
Keep the EMDR Board window in the foreground and fairly small while you share it.
My call platform does not support screen sharing.
Pure EMDR requires a call platform that supports screen sharing. Consider a platform such as Google Meet or Zoom if your current platform does not offer it.
Still need help?
Email jeff@pureemdr.com with your browser, call platform, and the step where you ran into trouble.