Basic Troubleshooting Checklist
Basic troubleshooting checklist
In case you're having some technical issues in a Space, please follow the checklist below to troubleshoot the problems. Most issues are indicated in the Troubleshooting menu in the Space. If you cannot resolve the issues, please reach out to support@thelessonspace.com and provide the details listed here, and cc operations@boostyourlearning.co.nz
All troubleshooting issues will be itemised here:
You can click on your own profile and your students to find out more about the issues
Connection issues
Connection issues are typically caused by a poor internet connection or heavy internet usage. Please try the following steps:
Move closer to the router
Check your internet speed and ensure that it is at least 6Mb/s download and at least 4Mb/s upload. You can run a speed test by Googling "Internet speed test."
Close tabs and applications on your computer that use the internet
Ask members of the household to reduce their internet usage (eg. stop downloading or streaming videos)
Troubleshooting Common Audio and Video Problems
Audio and video issues mostly occur when not granting the necessary browser permissions or by not having the correct audio/video source selected. Please make sure that you
Allow permissions when your browser asks to access your microphone and camera. Here's how to do it.
Ensure that your computer or mobile is not muted, you have a working speaker and microphone (built-in or external) connected to your computer or mobile.
Select the correct microphone and camera source from the Device Setup menu.
Check the Troubleshooting menu for any additional information.
Ensure you have given permission to your browsers to allow for audio and video. When you join, you will see a pop-up that asks you to allow access. Press “Allow”.
If you mistakenly block the camera and microphone, you will see a little red cross through your camera in the URL bar at the top. Click on that. Now you’ll be asked to allow Lessonspace access to your camera and microphone here. Select “Always allow” and reload your page. Once reloaded, you’ll rejoin the Space, and everything should work.
Go to Setup > Troubleshooting to check if everything is working correctly. A little "!" icon on your video box usually indicates if something is not working properly.
If Troubleshooting says "Everything looks good!" then you're good to go.
Make sure to close Zoom or any other video apps. Some applications on a computer can restrict access to the camera, so make sure to close any application that might already have that access, for example, Zoom, video editing software, etc.
Issues with the whiteboard
A laggy or slow whiteboard is generally caused by a slow internet connection or having too many files on one whiteboard. Please follow the steps listed in the Connection issues section, or try deleting large images from the whiteboard.
More tips:
Check your speed by Googling "Speed Test". To have audio and video, you have to have an internet speed of at least 6Mb/s download, and at least 4Mb/s upload.
If you're still having problems after methodically running through the troubleshooting steps, reload the page or restart your computer. In most cases, a restart fixes the majority of issues.