- Troubleshooting Hazel (Parent/Guardian Account) - English

Welcome to Hazel’s Basic Troubleshooting Guide

(for Parent/Guardian Accounts) 

• Reload the video

  • • There should be a reload option on the screen, you can also just click the "refresh" button next to the URL

• Check video settings

  • • 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 

• •  
    • 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 can't access that screen at all: perform a google search to find out how to enable camera and microphone access for the specific browser you are using on your device. 
      • • Example search (fill in the brackets with your specific info)
          • How to enable camera and microphone access in [BROWSER] on [DEVICE]
            
            
            

• Try different / no headphones

  • • If you're having issues with audio and you're using headphones, try again either without your headphones, or with a different pair. 
      
      
      

• Kill the browser

  • • Close out the browser entirely, then reopen it and go back in. 

• Toggle the wifi

  • • Turn your wifi off, wait 30 seconds, and turn it on again.

    • If you're using a mobile device, try leaving wifi off and use your cell data instead

• Clear browsing data / cache / cookies

  • • How to clear history in Chrome
    • How to clear history in Safari

• Try a different browser

  • • Google Chrome tends to work best, but if you're already using Chrome, try Safari instead!

• Run a speed test

  • • Go to https://www.fusionconnect.com/speed-test-plus to check your speed
           *** Make sure to take a picture of all of those results! ***
      
      
      

• Perform a TokBox Test

  • • Make sure you're in the same browser that you'll be using for your visit!
    • https://tokbox.com/developer/tools/precall/
    • Tap Run test
    • After the test is completed, check the following results:
      • • Green checkboxes for all items under the Connectivity to OpenTok Servers
        • Scores of 4 or higher on the Video Quality and Audio Quality.
        • Packet Loss of less than 1%
               *** Make sure to take a picture of all of those results! ***
          
          
          

• Reboot the device

  • • 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. 
      
      
      

• Try another device

  • • When all else fails, try switching devices!

If that still doesn’t help

Please reach out to your Internet Service Provider

Let them know that you've done the above troubleshooting but nothing is working. 

They should be able to let you know if there are service disruptions in your area, or if they see anything that would be negatively impacting the service at your location.