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Troubleshooting Basic Steps

How you can solve issues if presented during your class

Wilim Abrook avatar
Written by Wilim Abrook
Updated over a week ago

Dealing with complicated technical issues can be incredibly stressful, especially if you're not prepared. Fortunately, there are several straightforward steps you can take to handle almost any situation with ease and avoid wasting valuable class time. With these tips, you'll be able to react quickly and confidently to any tech problems that may arise.

Remember - we’re teachers, not tech support agents!

You shouldn’t spend a long time troubleshooting in class. The aim of the game is to teach the class, not fix the student’s computer. It’s important to move through these steps quickly and efficiently.

  1. You can do this by clicking on the refresh icon on your video panel.
    Please note that just refreshing your page won't have the same effect.

  2. You can do this from the arrows placed on the top left of your whiteboard. It is recommended to do this by either the teacher or student if they can't temporarily see what is written on the whiteboard or if the materials fail to load.

  3. This will help you fix small glitches that might have happened while getting into the classroom.

  4. Check if your student is using a phone or a computer.

    Troubleshooting issues on a phone or tablet can be much more difficult, so if your student can switch to a computer, that would be best.
    For iPhone or iPad users - you must use Safari, not any other browser.

  5. Make sure everything is connected and switched on.

    It sounds silly, but it's worth checking that your mic, camera, and headphones are working. Often, plugging your headphones out and then back in will fix audio issues.

  6. Try switching browsers or entering the class in an incognito window.

    In an incognito window, you'll need to log in again, but this can solve issues which are related to browser settings or cached information.

  7. It's often better to use this "last resort" option so that you don't waste class time, but make sure to follow up with the student to prevent future issues.

It may also be a good idea for your student to try steps one to six.

If communication is difficult (for example, because they can't hear you), then it's a good idea to switch to conversation mode. They will be able to see all the chat messages more easily.

After the class, you can observe if there were other issues during the class, such as connection limitations on your post-class review links.

If you still don’t know what the problem was, you can reach out to our support team, who will be able to help you.

  • Virtual Classroom teachers should contact

  • Online School teachers should pass any reports or issues to their coordinators.

  • Online School coordinators should contact Premium Support.

Read about how to fast-track your support request here.

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