Articles on: Troubleshooting List

Audio and Video quality issues during class

There are several circumstances that cause video and audio latency. The following are possible causes that we can check.

Here are the many fixes you can try to ensure a Great Quality of Audio and Video experience while in class.

Restart your computer: It solves many issues and saves you from troubleshooting. Restarting clears temporary cache and resets network settings.
Make sure your browser is up-to-date. Running the latest version of any browser will guarantee a more stable experience. Generally browsers will update in the background.
Restart your browser: If you have not closed your browser in a while, it's useful to restart it. Also, try limiting opened tabs during a class.
Try Incognito mode: This helps with a lot of troubleshooting. For example, if you have browser extensions, they might block your camera. Incognito mode, which does not load extensions, allows you to cleanly load the class.
Limit background tasks: Try to limit running tasks in other applications. For example, no YouTube while you're in a class.

This can also be due to poor internet connection. You may test your internet speed, just click here.

If your connection is slow, might as well consider connecting through hardwire connection instead of Wireless connection.
You may also try to limit running tasks in other applications. For example, no YouTube while you're on a video call.
Close applications that may be using up your internet.

If you don't have enough bandwidth while joining a class the video stream will degrade, i.e., other people will turn into animal icons, or the video stream will stop and the class will continue uninterrupted.

Another cause can be due to system requirement.
There are certain system requirements that need to be considered or should be met, for example you are not behind a closed firewall.
To test if the device you are using passed the Application requirements click here, then click Run Test.

Please do let us know if you need further assistance through Need Tech Support? and we would love to set up a call with you to further assist you.

Updated on: 28/01/2022

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