Troubleshooting: Technical Help

1:1 Troubleshooting

…the teacher can't see or hear you?

• Make sure you are using Google Chrome.
• Try using a headset. Leave and rejoin the room after connecting a new device.
• Make sure you have clicked the microphone and camera icons at the bottom of the screen.
• Try a different browser. NEI Video supports Google Chrome, Firefox, and Safari.

…you can't hear the teacher?

• Make sure your speakers are on and your volume is up.
• Try a different browser. NEI Video supports Google Chrome, Firefox, and Safari.

…there is an echo?

• Try a different browser. NEI Video supports Google Chrome, Firefox, and Safari.
• Try using a headset.
• Try exiting the room and re-entering.

…the video keeps dropping?

• Try closing all other applications that are running in the background, such as any streaming videos, downloads, etc.
• Check your internet speed at speedtest.net. Tell your teacher what your speed is. If the speed is too low, it may cause connection problems.

…there is video delay or poor sound quality?