Detailed troubleshooting - video

Video problems can usually be fixed with one or two quick steps!

John Aitchison avatar
Written by John Aitchison
Updated over a week ago

Video problems are (usually) a bit easier to diagnose and fix than audio problems.

Common Causes of Video Problems

The most common causes of video problems are:

  1. Poor connection. This is by far the most common cause of video problems. Try moving close to your wifi router if you're using wifi. If at all possible, use a wired ethernet connection (this alone fixes 95%+ of connection problems!)

  2. USB connection. USB webcams are great, our teachers all use them, but sometimes the USB connection itself can cause a problem. Try simply plugging and unplugging the camera, then reloading the page. If that doesn't work, try plugging the camera into a different USB port.

Further Troubleshooting

  1. Do an audio/video test on our test page. You can find this on the navigation bar under Classroom -> AV Test. Play back the video and make sure you can both see and hear yourself clearly.

  2. Try turning your camera off. You can do this on our test page and in the classroom, just click the camera icon and select the camera off option. After your lesson is over, you can do more troubleshooting to try and fix the problem.

  3. Restart your computer, and even try a different browser

  4. Test on some other websites. This will help determine if the problem is specifically only with our website. Here are a few places to test; these are well-known companies so should be safe, but I'd still refrain from speaking about your bank account number!

  5. If after all that you're still having problems, let us know and we'll do our best to help!

Did this answer your question?