Learner Help Center

Troubleshooting tips for your Live Instruction class


If you're having trouble with your Live Instruction class, these tips may help you solve the issue.

Do you have the plugin?

The first time that you attend a private or group class, you may be asked to download a plugin. This plugin allows your computer to run our live video classes. Installing the plugin is easy.

Your computer may also require you to allow a popup window in order to view the class.

Did you turn on the class video and audio?

When you click to join, you will see a window that asks you to allow your audio and video to connect. Click on the first option, Send and Receive, and then Join. If you don't click this, you won't hear anything!


Did you check your computer audio?

In order to have the best class experience, make sure that the microphone and audio outputs on your computer are set up correctly. We recommend using a headset so that your teacher and classmates can hear you clearly.

Tip: Make sure you are in a quiet space. Background noise (even from an air conditioner or vent) will cause buzzing sounds and can be distracting.

Is your browser blocking popups? ​

A popup blocker can prevent your class window from opening. Check your browser settings and make sure to allow popups.

Mute yourself for best audio

The best way to hear your teacher and classmates is to mute yourself in the class window. When you want to unmute yourself, simply press the space bar. This will eliminate background noise and echoes. But don't get too comfortable with the mute button either. The best way to learn a language is by speaking!



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