How to resolve video and audio issues in the online classroom

No video and/or audio? This guide will help you troubleshoot video and audio issues in the online classroom.

Users: This article is for all users

Prerequisites: None

Follow the step-by-step instructions outlined below:

Troubleshooting: First Steps 

  1. Make sure you are not using a smartphone. The online classroom experience is inconsistent across smartphone devices. Phones can be used as a backup if no other device is available. We are working continuously to improve the experience on mobile devices.
  2. Try refreshing the page. If you are in the online classroom, clicking the refresh button will kick you back to the online waiting room where you can retest your technology. In the drop-down menu in the "Mic" and "Video" sections, please make sure that your desired devices are selected for use. Click the play icon in the "Audio" section and make sure that you can hear the music. 
    1. Double-check to make sure that your volume is turned up on your computer or tablet.
    2. Double-check that your voice is getting picked up by your microphone
    3. Double-check to make sure that your built-in camera or outside webcam is connected and selected for use with your device. 
  3. Check that you are using an up-to-date version of your web browser. If you need help with this and may not be sure what browser you are using. try using the following link.  What is my browser?
    If one web browser is not working, you can try another. We generally recommend the latest version of Chrome. 
  4. The online classroom provides feedback about the network connection while you are in session. Check the Network Quality Indicator located in the top corner of your video box. The indicator will fluctuate between the colors green, yellow, and red depending on the strength of your connection. If the indicator is red, it can cause freezing, lagging, or other quality inconsistencies in the online classroom.

    If you have a red indicator in your video box, please click here to troubleshoot network quality issues.

    Click here for more information about tech and network requirements 

    Important Note: If the screen is completely blank for both the student and the instructor and neither person can see themselves or the other participant, this means that the session has "timed-out." A timed-out session means that there was a prolonged period of inactivity with no users present in the online classroom. If the session is started and then both users leave the classroom for a period of more than 5 minutes, the video and audio will shut off for the session. 

    In this instance, the ONLY solution is to schedule another session. This can be accomplished from the instructor's dashboard. Click “Instant Session” and invite the student to meet you in the online classroom.

    Troubleshooting: Next Steps

    1. Make sure that you have allowed the website permission to use your camera and microphone. You should receive pop-ups asking you to allow access to both. 

    You can also double-check the settings by clicking on the lock icon in your web address bar. The photo below shows how it will look in Chrome.

    If you need additional help with giving your web browser permission to access your camera and microphone, see the link below corresponding to the browser you are using.


    2. If you haven't already, try switching web browsers.

    Open a new window using a different browser (Chrome, Firefox, or Safari) and log in to your account.

    3. Call-In using the Dial-In Feature

    You can use your phone for audio during the session if needed. Simply click the Phone Icon in the bottom left of the classroom and follow the prompts to dial in for audio.

    4. Check your internet connection, especially if you’re accessing the platform from a different location/network than usual. Make sure that the network has sufficient bandwidth to support live streaming and that the network does not have restrictions set for streaming video.

    To run a test, FOLLOW THIS LINK.
    Your test results should look like the image below.
    All green = good to go!

    If you've made it this far, bear with us. We got this!

    Troubleshooting: Final Steps

    1. Restart your computer or tablet. If you have another device available, consider switching to that one. 

    2. If it has been a while since your last browser update, try updating your web browser to the most recent version available. Below, we've added links to help guide you through the process. Chrome Update
    Firefox Update
    Safari Update

    3. If all else fails, it may be time to update your operating system. Try updating and restarting your device.

    4. If you need help while in the online classroom, click on the Classroom Support icon in the bottom left corner of your browser.  Screen Shot 2020-05-19 at 4.25.07 PM

    Here you have access to support articles, support chat, and tech reporting.

    Screen Shot 2020-05-22 at 11.14.26 AM

    5. If you've managed to get either your video or audio working, try running your session. 

    • With video but no audio, use the chatbox to communicate.
    • With audio but no video, chat it up! You may not be able to see each other but you can still ask questions. 

    If issues persist,  please complete our support ticket form. Try to provide as much information as possible about who was having the issue and what was not working. This will help us to investigate, diagnose, and resolve the issue.

    You can also email Please include as much detail as possible in your email. This will help us to investigate, diagnose, and resolve the issue.  

    We'll get you up and running in no time! 

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