Reporting Audio, Video, and Other Connectivity Issues During Online Tutoring Sessions to Our Support Team

If you're running into connectivity issues after troubleshooting the issues using the information in this guide: Troubleshooting Audio, Video, and Other Connectivity Issues During Online Tutoring Sessions, please contact our Support Team! We'd be happy to troubleshoot the issues with you, and the more information you provide us with, the better.

You can contact us by email at [e-mail], by filling out one of the forms on this page: Submit a Request, or by interacting with the chatbot in the bottom corner of your Upswing page.

When contacting Support, please provide us the answers to the questions below:

1. Your first and last name, and your school-related email address (the email address associated with your Upswing account.)

2. The name of the person you were meeting with during the problematic session.

3. When was the tutoring session? (Please provide the time and date.)

4. Where were you located when the issue occurred?

• Were you located on campus? If so, please tell us the specific building on campus.
• Were you at your home? 

5. Please provide us with details about your WiFi connection:

• Check to see your WiFi speed using this online tool: https://fast.com/
  • After running the test, please click the button that says "Show More Info", take a screenshot of the results, and include the screenshot in your email to our Support Team.
• Were you connected to your school's WiFi network?
• Were you connected to your home WiFi network? If so, what is the WiFi provider you use?
• Were you connected to your mobile hotspot?

6. What device were you using? (Please be as specific as possible!)

• Are you using a laptop / computer? If so, what is the make and model? (Example: Dell XPS 13, Apple MacBook Pro 2023, Lenovo ThinkPad)
• Are you using a tablet? If so, what is the make and model? (Example: Apple iPad Pro 2023, Samsung Galaxy Tab S9 Ultra, Microsoft Surface Pro 9)
• Are you using a phone? If so, what is the make and model? (Example: Apple iPhone 12 Pro Max, Samsung Galaxy S23 Ultra, Google Pixel 8 Pro)

7. What operating system are you using? (Example: iOS, Windows, Linux)

8. Which browser were you using when you started experiencing the issues? Did you try using a different browser? If so, please tell us which ones and if the issue improved.

9. Please specify the type of connectivity issues you experienced. You can use the following common issues when describing your problem:

• You could not hear / see the other person.
• The other person could not hear / see you.
• Your camera / microphone was not found.
• You were unexpectedly disconnected from the session.
• You weren't able to share your screen / the other user wasn't able to share their screen.
• You heard an echo of your voice or the other person's voice.
• You saw multiple video displays of yourself or the other person.

10. Please open DevTools and take a screenshot of the console errors you see. Follow the steps below to access the console errors in Google Chrome:

• With your session open, press CTRL + SHIFT + I to open Chrome DevTools (or select DevTools from the browser options).
• Navigate to the "Console" tab at the top of the DevTools.
• You should see that the Console tab populated with a bunch of data.
• Take a screenshot that clearly depicts any warnings or errors. (If you see multiple, scroll up and take additional screenshots.)
• In your email to our Support Team, please attach these screenshots.

11. Please record a network trace using your browser's developer tools. Follow the steps below to record a network trace in Google Chrome:

• With your session open, press CTRL + SHIFT + I to open Chrome DevTools (or select DevTools from the browser options).
• Navigate to the "Network" tab at the top of the DevTools.
• You should see that the Network tab populated with a bunch of data. If not, refresh the session page. (You may be prompted to join the session again.)
• Download the network trace file. The download button has an arrow and should say something like "Export HAR." This should provide you a .har file.
• In your email to our Support Team, please attach this file.

This is a lot of information, but providing us with as much detail as possible helps us get a better understanding of what could be the cause of the technical issues you've experienced while using Upswing!