Yo! Zone Troubleshooting Guide

We would strongly advise you to do a test call before you start tutoring, if you haven't already done so. You should also do this in case you're experiencing technical issues.

However, if you denied giving access to your camera when you were first asked, you will have to follow the steps below:

1. Click the camera icon on the right side of the address bar.
2. In the pop-up dialog, select the first option and click "Done" to close it.
   
3. If you are still having problems, please contact us for assistance.
   

Basic Troubleshooting

First, please try the following basic troubleshooting steps:

• Make sure you are using Google Chrome. Tutors are required to use Google Chrome because the tutors' website relies on features that may not be available in other browsers.

• Make sure you are logged in. For privacy reasons most pages on the tutors' site are restricted to only logged in users. If you share your computer with other tutors, make sure you are logged in to your own account.

• Try reloading the page. Certain errors are caused by having a tab open which has loaded an outdated version of the session system. Refreshing the page will ensure you are on the latest version, and fix most problems.

• Close other applications or browser tabs that may be using your camera (too many tabs can also slow down your computer performance). In certain cases these may interfere with the session system. If you enabled call background effect, please try disabling this feature.

• Change audio input. If your yoser cannot hear you, try selecting a different audio input from the call settings.

• Check your volume. Check that your speakers aren't muted and that the volume is high enough. The easiest way to do this is to try playing audio from another application or website such as Youtube. Next, check that the call audio is not disabled by clicking the speaker icon in the top left of the call window. Ask yosers to select a different audio input from their call settings if needed.

If you are still having issues, please see the more specific troubleshooting options in the following sections.

If you are still having problems with your Microphone/Camera after doing basic troubleshooting, please follow these steps, as one of them should solve the issue you are experiencing:

• Make sure only one Yo! Zone is open at a time -- opening multiple will cause issues with microphone and camera

• Unplug and plug in your headset/mic/camera. Refresh the page after connecting

• Make sure Microphone and Video are not muted (muted state will show a slash over the icon)

• Select a different audio input from the call settings screen if your yoser can not hear you in your current set up

• Check if your Microphone/Camera are working on another application (e.g. Zoom, Google Meet) to eliminate equipment problem

• Try with a different headset/mic/camera

• Check if the same issue occurs in Firefox

• Turn off browser extensions (VPN may have to be completely removed depending on your browser)

• Check drivers and install different ones/downgrade

• (Safari - Mac) Only one tab can use the camera and microphone. If a second tab requires the camera or microphone, then the first tab will get muted. Close and reopen the tab in order for microphone to come back

• (Mac users) If Google Chrome is not detecting your camera, please check your MAC OS Version. After its latest update, Google Chrome doesn’t recognize the camera for MAC OS 10.10.5 (Yosemite). To solve the problem, update the system to 10.14 (Mojave) and the camera will be detected and work properly

• If you are unable to hear your yoser, check Settings: Sounds > Disable device that you are not currently using by right-clicking on it and choosing “Disable”

• Reset Chrome to default settings: Settings > Advanced > Reset

If you are still having problems accessing the Yo! Zone, or are constantly being disconnected from it even after doing basic troubleshooting, please follow these steps, as one of them should solve the issue you are experiencing:

• Navigate back to the session detail page, and try clicking the Yo! Zone link again

• Make sure only one Yo! Zone is open at a time -- opening multiple will cause issues e.g. “already accessed” error

• Check if your speed test result is good -- unstable connection especially while opening the material can lead to disconnecting from the Yo! Zone

• Turn off browser extensions -- VPN should be completely removed, not just turned off

• Check if Firewall/Antivirus is blocking access to the Yo! Zone

• Monitor CPU usage during a session (especially while opening the material) to check that it reaches 100% -- this often causes “Aw Snap Error” on Chrome. If it reaches 100% please contact Tutor Support and schedule debugging session

• Check with ISP if they are blocking access to the Yo! Zone

Some browsers may not recognize that you are active in the session room if you are the only one in the room. Depending on your settings, your computer may display the screensaver.

Other problems 

If the suggestions above were not able to solve your problem, please contact the Tutors Squad for assistance. The more information you can give us, the better we will be able to help, so please describe your problem as clearly as you can, including screenshots if necessary.