Welcome to Hazel’s Basic Troubleshooting Guide
(for Parent/Guardian Accounts)
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Reload the video
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There should be a reload option on the screen, you can also just click the "refresh" button next to the URL
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Check video settings
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- You have to allow your browser to access your camera and microphone
- If you're in the call: Click on the "hamburger" icon in the upper right corner of the screen and then choose "Settings" and make sure that you're allowing access to the camera and microphone
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- If you're not in the call yet: Click on the "Audio/Video Settings" link above the "Join Now" button at the bottom of the screen to make sure your settings are enabled.
- If you're not in the call yet: Click on the "Audio/Video Settings" link above the "Join Now" button at the bottom of the screen to make sure your settings are enabled.
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Kill the browser
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Close out the browser entirely, then reopen it and go back in.
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Toggle the wifi
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Turn your wifi off, wait 30 seconds, and turn it on again.
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Clear browsing data / cache / cookies
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Try a different browser
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- Google Chrome tends to work best, but if you're already using Chrome, try Safari instead!
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Run a speed test
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- Go to https://www.fusionconnect.com/speed-test-plus to check your speed
*** Make sure to take a picture of all of those results! ***
- Go to https://www.fusionconnect.com/speed-test-plus to check your speed
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Reboot the device
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Rebooting is normally going to solve the problem, but it’s time consuming, so we try to keep that as a last resort as much as possible.
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