Common Technical Session Issues: A Step-by-Step Guide

If you are encountering problems during your session, please follow these steps to attempt to resolve them:

Immediate Steps During Session:

1. Reconnect to the session
   • Have all participants leave and rejoin the session.
2. Improve internet connection
   • Ask the client to move closer to their Wi-Fi router or find a location with a stronger signal.
3. Check their device
   • Often school or work devices block the connection.  Ensure they are using a personal device.

Steps If Issues Persist During Session:

Check camera and microphone settings:

1. Ensure the client's camera and microphone are enabled:
   • For Chrome users:
     • Click the below icon next to the web address.
     • Ensure both camera and microphone toggles are blue.
     • If the toggles are not blue, click "Site settings" or "Permissions" and change the settings to "Allow" for both camera and microphone.
     • If they are blue, please use the "Reset Permissions" button and then leave and rejoin the session. This will prompt the client to "Allow" them again.
   • For iPhone Safari users:
     • Click the 3 line icon and then the 3 dots
     • Select "Website settings" and set the camera and microphone to "Allow"
   • For MacBook or iMac users:
     • Click "Safari" in the top left menu while on the page.
     • Go to "Settings" and change the camera and microphone settings to "Allow".
       
       

Further Steps During Extended Troubleshooting:

1. Restart device
   • Ask the client to restart their device (laptop, phone tablet, etc.)
   • Ask the client to restart their WiFi router. Most routers have a reset or power button on the top of back. However, if they can't find this, they can switch the power off at the mains for 5 seconds and then switch it back on.
2. Switch device
   • If the problem persists, suggest the client try a different device (desktop, laptop, tablet).
3. Use a headset
   • For audio issues (such as background noise, echoing), plug in a headset or an external microphone.