How can you tell the internet is the problem?
When the internet gets weak, you'll see a sign at the top like "Weak internet". If the connection drops, you'll see "Reconnecting you…", and the app or the lesson page tries to bring you back by itself.
Try these in order
- Turn off the camera and keep just the sound. This saves more internet than anything else.
- Move closer to the router, or sit in a room without many walls between you and it.
- Close anything else that's using the internet: videos, downloads, updates, or someone else at home watching something.
- If you're on mobile data: make sure your data plan hasn't run out, and try standing near a window.
- Close the lesson and open it again. "Back to lesson", in the app or on Account on the website, takes you back to the same lesson.
Tips for teachers
- Avoid sharing heavy videos while you're explaining. Pictures and still files are much lighter.
- If the class is big, let students watch and listen, and only let students with a raised hand speak. This makes the lesson lighter for everyone.
- Ask students to turn off their cameras if you don't need them.
If the problem is with one student
It's probably their internet. Have them turn off their camera, and use Chat if their mic keeps cutting out.
If everyone has the problem at the same time
There may be a problem with the video service. The lesson moves to a backup service automatically, and you'll see "Moving you to another video service…". Wait a few seconds and don't close the page. If the problem doesn't go away, contact us.