If you’re stuck in the Chat Check and struggling to connect to your lesson, here are some troubleshooting techniques you can try:
Device and Browser
- You should be on a desktop or laptop computer to take a lesson. Live Lessons are not supported on mobile devices and you won’t be able to connec to the session until you log in from a laptop or computer.
- We recommend using the latest version of Chrome for your Live Lesson.
- Restart your router and computer and see if everything checks green in the Chat Check room before joining the lesson again.
- To start the lesson, you’ll need to pass another chat check in the Waiting Room and click on the red button that reads ‘Start Lesson’. Voilà!
Sound & Video
If the video or audio check marks don’t turn green in the Waiting Room, the first thing to do is disconnect external hardware, such as headphones, as these can interfere with the platform’s software. It might also be that you did not give Chatterbug access to your webcam, speakers, or headphones.
For Chrome:
- Click on the site identity icon (the lock symbol) in the address bar. On my screen, the default settings for the camera and mic are “Allow”, but if that’s not the case for you, proceed to the following steps.
- Scroll down in the drop-down menu and click on ‘Settings’
- Choose “Allow” for the Camera and Microphone.
- Hit the refresh arrow icon to reload the page.
Internet Connection
The sound, video, and connectivity issues are often due to the quality of your internet. You can move closer to your router and restart it to stabilize your connection. Please also close other tabs, windows, applications, firewalls or VPN running in the background. Use this speedtest to test the quality of your connection. The Network Quality Score should be at least “Good” in all three categories.
If the issue is ongoing, you should discuss solutions with your internet provider.
If we did not answer your questions here, please write to us via Chat or email at hello@chatterbug.com.