Issues when using Windows computers

Windows user? We're here to help!

Please make sure the latest Windows updates have been installed. Please don't use Microsoft Edge as this browser is not fully supported on our platform! Instead please use Chrome.

1. Connection issues are some of the most frequent technical issues that both tutors and parents/students experience on MyTutor. To resolve most connection issues, please check this useful article.

2. Clearing your browser settings or restarting can also help resolve most common issues. 

3. If you have sound or camera issues, have a look at the following article.

4. If you still have issues with your microphone, follow these steps:

Open Control Center from the Start menu. In the search field in the upper right corner type "Sound" and you'll see in the results a green category called "Sound". 

From the tabs on top, select “Recording”. You will see a list of all available microphones(or it could be only one). Identify the microphone you are using by its name from the list and make sure that there is a green tick next to it. Also, the green bars to the right should be moving when you speak into the microphone. If it has no green tick, you need to right click on it and then select “Set as default Device”.

Next, you need to select the microphone you want to use and right click on it, then select “Properties”.

From the tabs on top select “Levels” and make sure that the arrow is moved all the way to 100 as shown in the picture below.

While we’re still in the microphone properties, go to the “Advanced” tab and make sure that “Allow applications to take exclusive control of this device” is ticked off. Finally, click “OK” to save your settings and exit.

If you're still having problems and you've gone through our FAQs, please book a Tech Support Session with us here, and we'll get you up and running with a 20 minute chat over the phone.