Starting the session - technical issues
Aleksandra
Last Update 7 luni în urmă
Join the Yo!Zone at the specified lesson time. Punctuality is crucial as it respects both your and the yoser's time.
If the yoser joins on time but there are problems with the connection or audio/video, try the following troubleshooting steps in order:
- Wait 5 seconds to see if the issues resolve themselves
- Refresh the page. Inform the yoser that you will reload, then do it without waiting
- Ask the yoser to refresh their page. If they don't do so after a few seconds, proceed to the next step.
- Suggest to the yoser that both of you turn off your video. If they don't respond after a few seconds or don't want to try this, proceed as described below.
Avoid blaming the yoser for technical issues even if they are obviously coming from their side. Maintain a neutral tone. For example, instead of saying “It looks like you are having connection issues. Can you refresh the page?”, you could say “It looks like there are connection issues. Let’s try refreshing the page.”
If these troubleshooting steps do not resolve the issue, stay on the Yo!Zone for the duration of the class and contact us if you need further assistance. The session will automatically be canceled by the system if you leave the session page for more than five minutes in total.
If you are unable to start the session on time due to technical issues or other reasons, join the Yo!Zone as soon as possible and apologize for the delay. Note that too long of a delay in joining the page will lead to the session being canceled.
More information about our cancellation policies can be found here.
Note that yosers can choose not to have their video on, but tutors must have their video on at all times, unless the yoser requests otherwise. Check that you can hear each other clearly and that there are no technical issues on either end.