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Troubleshooting Guide

This is a guide designed to help you troubleshoot:

Requirements
Check that you and your students are using one of the below recommended and available browsers, if they're not, we'll ask them to change (97% of users are already on the correct browser).

Windows or Linux or macOS:

* Chrome / Edge Chrome 78+ [Recommended]
* Firefox 72+
* Safari 12+

Android:

Chrome 78+ [Recommmended]

iOS:

Safari 12+ [Recommmended]

You can run a speed test by Googling "Test Speed".

The example below shows an example that's close to the minimum internet specs. During your lesson, ensure that you or anyone else on the network are not downloading anything.




Audio or Video not working
1. Ensure you have given permission to your browsers to allow for audio and video. When you join you will see a popup that asks you to allow access, press “Allow”.




2.If you mistakenly block the camera and microphone you will see a little red cross through your camera in the URL bar at the top. Click on that.



Now you’ll be asked to allow access to your camera and microphone here. Select “Always allow” and reload your page. Once reloaded, you’ll rejoin the lesson and all should work.
NB: If you have multiple cameras and microphones here you can select which microphone and camera to use.



3. Look at the ‘Issues’ troubleshooting. You might have noticed a little yellow bar popping up on the top left of your video. If this is there, click on the button to investigate further.


This will open up the Video Troubleshooting box. This box will give you a couple of ideas as to what the problem is, always work from top to bottom. For example, below is first suggesting that I need to give Camera/Microphone access. The issue might also be an ad blocker, but we first need to start at the top. You’ll also see an option to Activate Relay Mode. Only ever do this as a last case scenario, this is preferably used when behind a strict firewall. Follow any prompts on the Issues tab.



One other advantage is this box will tell you what other participants might also be struggling with. In this example you can see that Matthew has no issues.



4. Make sure to close Skype or Zoom or any other video apps Some poorly written applications on a computer can restrict access to the camera, so make sure to close any application that might already have that access, for example, Skype / Zoom, video editing software, etc.

5. Video freezing, but audio fine. If you are noticing the video freezing, but the audio is fine, this is because Lessonspace will prioritize audio bandwidth over video if your internet connection is poor.

6. Still having problems? Restart your computer. In most cases, a restart fixes the majority of issues.


Whiteboard troubles.

1. Drawing lag. If you notice a lag while drawing on the whiteboard while using a graphite writing tablet, it is likely due to a compatibility issue with the browser and the tablet. Lessonspace supports and has been tested with most major writing tablet brands.
Management
In Home & Test Prep with Top College Students