If you cannot resolve your issues using this guide, please read our Online Classroom Getting Started guide and the Online Classroom user guide. Alternatively, email the Customer Support Team at info@musicteachers.co.uk.
Problem:
I cannot see my teacher at the other end of the session
Solution:
Check you are both using Google Chrome
Have you both given your browser permission to use the microphone and camera on your device?
If yes to both, try refreshing the page to reconnect to each other.
Were any external USB cameras connected before you opened your browser?
Are you using a VPN (Virtual Private Network)? If so please try disabling it and refreshing the page.
Problem:
I cannot hear my teacher at the other end of the session
Solution:
Check you are both using Google Chrome.
Have you both given your browser permission to use the microphone and camera on your device?
If yes to both, try refreshing the page to reconnect to each other.
Check you have both set your “Audio Source” device correctly in the “Audio Mixer / Audio Settings” panel of the Online Classroom.
Problem:
The audio quality is poor / I cannot hear musical sounds / I can only hear talking
Solution:
Disable any noise suppression/noise cancellation features on your devices
Problem:
The video quality is poor/glitchy/intermittent
Solution:
Check the user at the other end of the session has a stable internet connection with sufficient bandwidth.