Troubleshooting

Getting started

  • Ensure you are using the most up-to-date version of Chrome or Firefox. If it is already on your computer, please ensure you click ‘update’ before using the system as older versions may not support the full video conferencing functionality. Bear in mind that outdated operating systems (e.g. older Mac OX systems and older versions of Windows) can block browser updates so you may need to update your operating system in order to ensure you can access the latest browser versions.
    Updating Chrome
    Updating Firefox
  • Ensure you are using a computer or laptop (not a tablet, notebook or ipad) with a working web cam and microphone. Do ensure that you have clicked to ‘enable’ the mic and camera within the browser upon starting the session - this is usually on a pop up somewhere near the top of the screen.
  • Ensure you are somewhere with a relatively fast and reliable internet connection – you can check the speed using this link: https://fast.com/en/gb/
  • Ensure you are using a computer with an average or above average processing speed – if you are using a very old computer you may need to upgrade or borrow one for effective online tuition.

Troubleshooting

Issues with video?
  • The most likely issue is a slow or intermittent internet connection. Because TutorBranch uses an advanced whiteboard alongside video conferencing it requires slightly more bandwidth than Skype so you will need a reasonably fast connection speed.
  • You can use this link to diagnose any connectivity issues - http://www.tokbox.com/tools/connectivity/ If you do have a slow internet connection, we recommend turning off the video feed to save bandwidth which will allow the lesson to run more smoothly.
  • Ensure you have enabled your webcam and microphone – there is a pop up screen on browers to enable these when the session begins, usually at the top of the screen. Ensure you click ‘allow’ otherwise your computer will not connect the video call.
  • Firewalls – occasionally some firewalls or anti virus software can block video calls so if the other two other potential issues have been ruled you out you may need to contact your firewall provider and request for Tutorbranch to be permitted as safe website. Usually if this is the issue, an error message will appear over the video feed to pinpoint the firewall as the issue.
Issues with sound?
  • You will need to be using a computer with an in-built microphone or have an external one plugged in. Do ensure that your microphone in enabled on your computer settings and ensure you click ‘allow’ when the browser requests to use your microphone.
  • Make sure your laptop or speakers are switched on and that the sound is working.
  • Ensure you have updated your browser to the latest version, as older browsers do not always permit microphone functionality.
Sessions disconnecting?

If the internet cuts out during a session, don’t panic! You can refresh the browser and the session will be saved and re-loaded so you can continue the lesson. Do not close down the window as this will cause the session to terminate and work will be lost.

General slow speed on whiteboard?

This is usually cause by a slow internet connection or an old computer with a slow processing speed. As the whiteboard technology is fairly new, it does require a reasonably fast/new computer in order to process the information. If you can, try TutorBranch out on another computer to see if your computer itself is the issue.

* Please note it is not possible for both parties to type/input the whiteboard at once so you will need to ensure one person is drawing or typing on the whiteboard at a time.

My video won’t upload

Tutorbranch is able to upload MP4 and M4V video files that are up to 16MB in size. If you are trying to upload a video to the user or agency resource library that is in another format (ie .mov) you can use the following link to convert it to the compatible format: http://video.online-convert.com/convert-to-mp4

If you are still having difficulties you can contact our support service via the contact form who can offer further assistance.

Still having difficulties?

If the above actions do not help, you can contact TutorBranch directly via our troubleshooting contact form -  https://www.tutorbranch.com/content/contact

You can look at the status of the platform itself to see if there are technical issues by locating the green button on the dashboard page. If there are any centralised technical issues, it will be red. If it is green, the problem will be with your firewall settings, internet or computer speed so you may need to seek IT help with this to ensure your computer is set up in a way that permits online learning.