I had the exact same thing happen, only I tried 4 times! Each "test visit"went through fine, but as soon as he logged on, I could see him, yet the screen that represented me, was blank, he could not see nor hear me. In calling customer service several times, and finally getting through over an hour on hold, the issue was acknowledged, however, they only refunded 1 of the 4 incidents. At $7.50 a pop, that is an expensive error. I kept trying different possibilities, by logging into a different computer, different phone, different internet, etc.. I still to this day, have been unable to accomplish this successfully! But, I'm a glutton for punishment and miss my husband terribly, so here I go again! Wish me luck! I hope you get resolution!