See what fixes you can try to troubleshoot if you are experiencing issues with the lesson space.
Quick fixes for lesson issues
We know that technical issues can be frustrating, so here are some quick, handy fixes to get you back on track:
Google Chrome is the best browser for our lessons. Or, if you’re using an iPad, you’ll need Safari.
Check for updates. Make sure your computer software and browser are the most up-to-date versions.
Check your sound isn’t muted and that your computer is using the right sound device (a wired headset is a must).
Check your internet connection - we have some tips and tricks here 🙌
If you’re using a tablet, try using it in landscape mode.
Within the lesson space, you can go to Setup > Troubleshooting to check if everything is working correctly. A little ! icon on your video box usually indicates if something is not working properly.
This will also tell you what your students might be struggling with. Click on their name in the Troubleshooting menu to help them figure out the issue on their side.
Restart your computer. Sometimes that really is the answer!
I’m struggling to launch the lesson space
To launch the lesson space:
For tutors and private students, find your lessons by going into your Bookings tab.
Schools pupils will find their lessons straight away when they login to their account.
Click the 'Launch' button.
If you can’t seem to launch the lesson space, follow these steps:
For all lessons
Refresh the page 5 minutes before your lesson - the Launch button doesn’t become active until shortly before the lesson.
Joining a space doesn’t require any logins or downloads. Using the most recent version of Chrome on Windows, Linux or Mac devices and Safari on iOS devices, as well as having at least a 5mbit/s symmetrical connection, is recommended.
When joining a space, make sure to grant the correct browser permissions.
For private lessons:
Check that the lesson status is Confirmed.
If the lesson status is Awaiting payment or Awaiting confirmation, then the lesson can’t be launched.
I can’t see them/they can’t see me.
There might be a few reasons why you can’t see visuals in the lesson space or others in the lesson space can’t see you.
Give our quick fixes a go first - they solve a lot of common issues! If these don’t do the trick, try the suggestions below to get you back on track.
In the lesson space, you can also go to Setup > Troubleshooting to check if everything is working correctly. A little ! icon on your video box usually indicates if something is not working properly.
This will also tell you what your students might be struggling with. Click on their name in the Troubleshooting menu to help them figure out the issue on their side.
Check it's not being physically covered by a lens cover.
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 of the lesson space. Click on that. You’ll be asked to Allow Lessonspace access to your camera and microphone here. Select “Always allow” and reload your page. Once reloaded, you’ll rejoin the Space, and everything should work.
Check it's not being used or is open in another tab or application.
Check Third-Party Filter, Antivirus, or Firewall applications are not blocking your device from using your camera (or microphone).
Try an app that uses your camera. If you can't see yourself, there may be a fault with the camera itself.
Restart your computer. If you have time, this really solves a lot of problems!
Still not working? Let’s check your browser is allowed access to your device.
Chrome Browser
Click the Camera icon in the URL bar
Just check your Camera (and Microphone) is Allowed
Check the correct camera is being used.
Click on the padlock icon in the URL bar
Just check you’re not blocking either your camera or microphone
Flip switches to ON
Safari Browser
Click Safari menu
Go to Settings for This Website - a pop-up menu will list Ask, Deny or Allow
Select Ask or Allow for your Camera (and Microphone) for this website.
Refresh the page
I can’t hear them/they can’t hear me
There are a few reasons why your sound or audio might be affected during your lesson. Meaning that you can’t hear the other person, or they can’t hear you.
Give our quick fixes a go first - they solve a lot of common issues! If these don’t do the trick, try the suggestions below to get you back on track.
In the lesson space, you can also go to Setup > Troubleshooting to check if everything is working correctly. A little ! icon on your video box usually indicates if something is not working properly.
This will also tell you what your students might be struggling with. Click on their name in the Troubleshooting menu to help them figure out the issue on their side.
Check your volume isn’t muted.
Check your speakers/headphones are correctly connected.
Check your sound on another site, eg. YouTube.
Fully close all tabs and reopen the browser! Believe it or not, other tabs can interfere with your audio too!
Check the Sound Settings/Preferences on your device
Windows - go to Settings > Sound > Advanced sound options
Mac - go to System Preferences > Sound > Output
Try a different audio output device, e.g. a different wired headset.
Restart your computer. If you have time, this really solves a lot of problems!
I’m having issues with my device
If something on your device isn’t working as it should, and our recommended quick fixes haven’t helped, the problem could be more specific to the device you’re using.
Choose your device from below and follow our suggested steps: