April 10, 2020
Troubleshooting Guide
The best way to check if everything is working is to open this Test Space below and follow the guide to troubleshoot any issue you're experiencing.
Requirements
Check that you and your students are using one of the below recommended and available browsers (97% of users are already on the correct browser).
Windows or Linux or macOS:
Chrome / Edge Chrome 78+ [Recommended]
Firefox 72+
Safari 12+
Android:
Chrome 78+ [Recommmended]
iOS:
Safari 12+ [Recommmended]
You can run an internet speed test by Googling "Test Speed".
The example below shows an example that's close to the minimum internet specs. During your lesson, ensure that you or anyone else on the same network are not downloading anything. Ensure you have an internet speed of at least 5Mb/s download, and at least 3Mb/s upload.
Audio or Video not working
Ensure you have given permission to your browsers to allow for audio and video. When you join you will see a popup that asks you to allow access, press “Allow”.
If you mistakenly block the camera and microphone you will see a little red cross through your camera in the URL bar at the top. Click on that. Now you’ll be asked to Allow Lessonspace access to your camera and microphone here. Select “Always allow” and reload your page. Once reloaded, you’ll rejoin the Space and everything should work.
NB: If you have multiple cameras and microphones here you can select which microphone and camera to use.
Go to Setup > Troubleshooting to check if everything is working correctly. A little "!" icon on your video box usually indicates if something is not working properly.
Open Troubleshooting. This box will give you a couple of ideas as to what the problem is, always work from top to bottom. If Troubleshooting says "Everything looks good!" then you're good to go! Follow any prompts on the Issues tab.
One other advantage is that this box will tell you what other participants might also be struggling with. Click on the other participant's name in the Troubleshooting menu to help them figure out the issue on their side.
Make sure to close Skype or Zoom or any other video apps Some poorly written applications on a computer can restrict access to the camera, so make sure to close any application that might already have that access, for example, Skype / Zoom, video editing software, etc.
Video freezing, but audio fine. If you are noticing the video freezing, but the audio is fine, this is because Lessonspace will prioritize audio bandwidth over video if your internet connection is poor.
Still having problems? Restart your computer. In most cases, a restart fixes the majority of issues.
Whiteboard troubles.
Drawing lag. If you notice a lag while drawing on the whiteboard while using a graphite writing tablet, it is likely due to a compatibility issue with the browser and the tablet. Lessonspace supports and has been tested with most major writing tablet brands.