- 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. 
      
      

• 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.

• 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! ***
      
      

• 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.