Schools Troubleshooting Guide

If a pupil has issues with their set-up test:

1. Check the browser – we recommend Google Chrome for PCs and Safari for Apple devices. Using this in Incognito ensures that the connection will be as strong as possible. Simply click the three dots in the top-right hand corner and open a new incognito window
2. Make sure the browser hasn’t blocked access to the microphone or headset
3. Ensure the computer is set to the correct audio outlet
4. Try using another headset
5. Restart the computer

If the pupil has a technical issue (such as not being able to see or hear their tutor) during the lesson:

1. Refresh the page
2. Ask the pupil to exit and re-enter the lesson space
3. If the issue persists, ask the tutor to refresh their page and relaunch the lesson from their side

If you’re still having problems, you can give us a call on 020 3773 6025. Or, your pupil can continue the lesson using the chat box and let us know about the problem after the lesson via email to schools@mytutor.co.uk.