I can't join the lesson. What shall I do?

  1. Overview
  2. Troubleshooting
  3. I can't join the lesson. What shall I do?

Class Joining Issues?

In the event, you encounter any unexpected or technical connection issues, which may prevent you from joining your online/virtual classes, then you may refer to the following troubleshooting guidelines.

Resolution Centre and Guidance

Please refer to the following troubleshooting recommendations, which can be found below:

  1. Webcam Error or Disabled Audio/Video: Should the system populates any error or warning messages, such as "There was an error with your webcam or disabled video" or "Your audio/video has been disabled, due to a problem with the selected device" or "an application would like to access the camera or video", then please make sure to either re-enable the audio/video settings/features or accept it, by clicking on the 'Yes' or 'Ok' button. (Alternatively, you may need to restart the programme or application).
  2. Expired Session or Account Issue: It may be advisable to store/save your current progress, and whenever you are ready - log out from your Suited Tutor account. Then sign back in.
  3. Computer Reboot: In the case your computer or programme is unresponsive, then you could restart your device, by pressing the power button for a few seconds. This will hopefully help rectify your issue.
  4. Browser Settings: From your Google Chrome browser, please check your camera and microphone settings. Please ensure the following settings have been selected: "Sites can ask to use your camera", (by copying and pasting the following chrome//settings/content/camera - to enable video), and "Sites can ask to use your microphone", (by copying and pasting the following chrome://settings/content/microphone - to enable audio).
  5. Antivirus Blockage: Sometimes some antivirus programmes, such as McAfee, Norton, Avast, Kaspersky and many more may block access to other applications, and as a result, you may need to disable them.
  6. Computer or Software Issues: Please try to conduct a few tests on your computer, such as trying to listen to some music online or perhaps trying to record yourself. If you cannot see or listen to yourself, then probably the root cause might be related to your computer or the device's drivers.
  7. Out-of-Date Operating System: If you have forgotten to update or upgrade your laptop's, computer's, mobile's or tablet's operating system for the past few years or months, then your device may not work as expected. Thus, we would recommend you update your device's operating system.
  8. Pre-Checks: Before your class starts - you could join the online session 5 to 10 minutes in advance, and check whether you can see or listen to yourself or perhaps perform any audio or video checks, on the platform you have recently joined.
  9. Device Selection: For the best browsing and enhanced user experience, we would highly suggest the use of a computer or laptop.
  10. Weak Wi-Fi Signal: In the case, you live in a rural area or your computer, laptop, tablet or mobile device is out of network range or has a weak signal; you may try rebooting your house router or get closer to it, to help make the signal stronger. (If in doubt, you may try and test your internet speed here).

Please note: the above list of troubleshooting guidelines is not an exhaustive list of possible issues and respective solutions.

Good to Know

If you have attempted to rectify any of those common issues, by following the instructions above, but the network issues are still insistent; then it would be advisable to either reach out to us or notify your tutor(s), should any scheduled classes are about to take place in the next 24 hours. You can always count on us, as we are here to support you.

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