- Troubleshooting Hazel (Parent/Guardian/Student Account) - English

Welcome to Hazel’s Basic Troubleshooting Guide

(for Parent/Guardian/Student Accounts) 

• Reload the video

  • • If you're on a Mac, click command+Shift+R

    • If you're on a PC, click control+F5

    • If you're on a phone, google "Hard Refresh [TYPE OF DEVICE]"
      
      

• 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. 

    • If you're not sure how to do this, Google "Kill my [BROWSER NAME] on [TYPE OF DEVICE]"

• 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

  • • Instructions for clearing History on Google
    • Instructions for clearing Cache and Cookies on Google
    • Instructions for clearing History Cache and Cookies on Safari

• Try a different browser

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

• 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. 
      
      
      

• Reboot your router

  • • Follow the instructions from your Internet Service Provider for restarting your router, if the issues is related to your network, this step may help. 
      
      
      

• Try using cell data (if on mobile)

  • • If the issue is stemming from your network connection, turning wifi off and cell data on may resolve the problem. 
      
      
      

• Try another device

  • • When all else fails, try switching devices! If the issue
      
      

• Perform a TokBox Test

  • • If the new device is having the same issue, please run the test in the link below
      • 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! ***

If that still doesn’t help

Share your TokBox results with the provider in your child's visit

- Also -

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.