My student can't enter the classroom

What to do if your student is struggling to access the virtual classroom

Dan O'Reilly avatar
Written by Dan O'Reilly
Updated over a week ago

There are a number of things that could cause a student to have difficulty entering the classroom. The following steps will help you to diagnose the problem and help your student.

Student is stuck on the equipment checks

When the student begins the equipment checks, you will see their icon appearing at the bottom left of your screen.

While they are in the pre-class checks, they will see your chat messages, so you can reach out and guide them through the process if they seem to be taking a long time.

Possible issues here:

  • They may not realise they need to click on the "Test Sound" button

  • They may not have a working microphone, or have some problems with their microphone setting.

  • They may be struggling to change their camera. (For example, a student using a phone or tablet may want to use the front camera, not the back)

Student says they are in the class, but you can't see each other.

Sometimes it seems like you are both in the classroom, but for some reason not connected. A number of issues could be causing this. Here are some possible solutions:

  • Refresh your video connection by clicking the refresh icon on your video panel
    (You should ask your student to do the same)

  • Redo your equipment checks

  • Make sure your student isn't in the wrong room (see below)

  • Try connecting to the class in a different browser or in an incognito window.

If you can see the student's user icon on the bottom left corner of your screen, then they should be able to see messages in the class chat, even if they are in pre-class checks.

Student says they are waiting to be admitted.

If you are using a demo room, or you have disabled auto-admission, the student will see this message when they have completed the equipment checks:

You will need to click "admit student", either on the popup, or by on their profile icon at the bottom left of the screen.

The student has firewall issues

If your student is using a work computer, they may have a strict firewall set up.

It may not be possible to bypass right away, so as a last resort you could use an alternative video conferencing tool, which isn't blocked by their firewall, and share your screen so that they can see the classroom.

After the class, you can help them whitelist LearnCube.

More details here.

Your student may also be trying to connect from a country with a national firewall, such as China. These cases can be more tricky, but often a VPN will solve the problem.

More details here.

The student has the wrong link

Virtual Classroom Pro teachers need to send their students a link for each class.

There is a possibility that the student is trying to access the wrong classroom.

If you suspect this is the case, you should email them the link again.

For Online School teachers, depending on your settings, there's a chance the student is in the wrong room, but it's also possible that you've entered the wrong classroom. If you don't see the student's icon appearing at all, it's worth exiting to your dashboard and then entering the class again.

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