Tricky tech troubles can be really stressful, especially when you’re unprepared!

The following simple steps will serve you well in almost every situation so that you can react quickly and confidently and avoid wasting precious class time.

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. Refresh your video connection
    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. 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.

  3. 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.

  4. 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.

  5. 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 five.

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, 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 and Online School Lite 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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