What do I do if I'm having audio or video issues in the Virtual Learning Center?

This article can help you troubleshoot some ways to make the VLC work better on your system. 

Problem

1. You aren't able to properly connect your camera or microphone, so your tutor can't see or hear you
2. You can't hear or see your tutor even though they have connected their camera and microphone

These problems can occur for a few different reasons. Sometimes they are related to connectivity issues if you have a weak internet connection, other times these problems might occur because you might be using a browser that isn't optimized for Upswing (or simply because your browser needs updating, etc.) 

Solutions

Quick Troubleshooting

1. If you aren't already, we highly recommend you use Chrome for the best results on Upswing and the VLC.
2. Make sure your browser is up to date. If you need to update it, there is probably an alert at the top of your browser window or in your settings to let you know.
3. Try refreshing. If this (and the above recommendations haven't worked), then you can try to join the session from a different browser (like FireFox, Safari, or Microsoft Edge).
4. Exit and re-enter the VLC by closing out of the tab and clicking 'Go to room' once again from your Tutoring page.
5. Check how many tabs you have open. Sometimes having too many tabs can slow down your device and cause issues with loading audio or video. If you have multiple Upswing tabs open, close all except your Tutoring tab and the VLC tab as having Upswing open several times can cause extra issues.
6. Clear your cache and cookies. If you don't know how, learn here.

 

If the above hasn't worked, you may want to finish your session using Upswing's chat feature. Then for any upcoming sessions, we recommend you try other solutions to prevent these issues in the future. Read more about these below.

 

Run a Pre-Call Test

To complete an all-in-one checklist for connectivity, media access, and quality on your device, please run the test on this website: https://tokbox.com/developer/tools/precall/

This will let you know if the audio and video settings, and your connectivity are suitable for your online session.

Check Upswing's Permissions in Google Chrome

Google Chrome is the recommended browser to use when completing sessions on Upswing. In order for the VLC to be able to use the audio and video settings on your device, these permissions have to be enabled in your Google Chrome settings. Pop-ups and redirects will also need to be enabled for full functionality of the VLC. Please see the screenshot below.

Make sure webcam/mic is connected

If you are using an external headset or webcam during your session, you'll want to make sure that the external device is the device connected to the VLC. You could be experiencing audio or video issues because the VLC isn't using the external headset or webcam that you have connected!

Check WiFi strength and speed

You may want to run a free speed test to see if your WiFi connection is fast enough. You can run a free speed test on this website.

Related to

• Virtual Learning Center