Your student may encounter technical problems. Sometimes it’s as easy as asking them to reboot. If there are issues during the session, please reach out to the tech support team for assistance. Here are some common issues and how to help.
Poor Connection
If your student is experiencing a poor connection, please see the following tips:
Have both of you turn off video and see if sound only works better.
Give it about 60 seconds.
If it still doesn’t work, you can move the session to Zoom.
Get in touch with us and let us know. Be sure that both you and the student meet the technical requirements.
Microphone Issues
If you are having trouble hearing or cannot hear your student, please see the following tips:
If they use a microphone, ask them to turn it off and back on again.
Ask them to check to make sure their own volume/speakers are working.
If they are using a headset, have them unplug it and refresh the session page.
If they are not wearing a headset, have them try using one.
Ask them to check that their Chrome settings allow audio access and direct them to this help article: https://support.google.com/chrome/answer/2693767?hl=en
Video Issues
If you cannot see your student, please see the following tips:
Have the student refresh and run the connection test again.
Ask them to check that no other video applications are trying to access their camera.
Ask them to check that their Chrome settings allow video access and direct them to this help article: https://support.google.com/chrome/answer/2693767?hl=en
💡TIP: You can always feel free to direct students to the appropriate student help article.