Troubleshooting Tips

Here you'll find advice on resolving any technical issues you might face with your online learning tools.
This page covers some of the common glitches and setbacks faced on the eLearning Platform, as well as on Google Meet and Zoom.

Resolving Issues on The eLearning Platform

  • Try using a different web browser (Chrome is recommended but others like Firefox and Edge are great as well).
  • If you are able to login using a different browser, that means your normal one has some sort of incompatibility issue;
  • Ensure that your browser is up to date. The problem should resolve itself at that point, but if it persists, an alternative web browser will be your saving grace.
  • Try deleting cookies manually from your browser and then restart it. Access the site once more; This is usually a quick fix for the issue.
  • There could be various reasons; the platform may not be responding, or your internet connectivity may be poor. Often however, it could be a simple case of forgetting your password or username.
  • If you are having trouble recalling your username or password, follow the rubric supplied here. Bear in mind that this will only apply assuming you've already changed it or interacted with your account.
  • If you did change your password and cannot remember it, please get in contact with us for further assistance.
  • Check your "Spam" and "Junk Mail" folders; sometimes emails and notifications sent out can end up in those folders rather than in your main inbox.
  • If you are having trouble recalling your username or password, follow the rubric supplied here. Bear in mind that this will only apply assuming you've already changed it or interacted with your account.
  • Your email address may be wrong or disabled. Ensure that it was properly activated and if there are still any issues, please contact us.

Resolving Issues with Google Meet

  • This could potentially be a case of poor connectivity; ensure that you're connected to a network and are able to access the internet.
  • Depending on the specs of your device, there may be too many applications open, forcing Meet to struggle for enough RAM. Try closing any apps which you aren't using or which may be taxing your CPU.
  • If other members of the call cannot see your screen when you're sharing, or vice-versa, try disabling your browser extensions.
  • After this, switch to Google Chrome (if you aren't already using it);
  • Enable Spotlight view and set the Receive resolution setting to "Auto." Try again to see if the issue has been resolved.
  • When first joining a meeting you will be prompted for access to your device's camera and microphone. Simply press "Allow" and you will be good to go.
  • Ensure the devices you are using to hear are properly connected and functional.
  • Some mics have mute buttons, as do some headsets; make sure these weren't left on accidentally.
  • Make sure that the mic and speaker selections inside Meet match those that you are using for your meeting.
  • Within Settings, go to Update and then into Security.
  • Now select "Troubleshoot," and in here there are a few different options - the one you're looking for is Speech. Click "Run Troubleshooter," and the problem should be resolved.
  • If Meet freezes specifically when you share your screen, the main culprit is your computer's video adapter.
  • An outdated adapter, to be more precise, is unable to properly support the video feed and would thus cause browser issues.
  • Consider connecting to your meeting via another device, or seek technical assistance for the matter.
  • To prevent further crashes, go to "Settings," "Advanced," and then "System." In here you will find the option labelled "Use hardware acceleration when available." You'll want to turn this OFF, since it is most likely devouring too much of your device's memory.

Resolving Issues with Zoom

  • Ensure that your microphone isn't muted. If you see the muted audio icon in the meeting controls, tap it to unmute yourself.
  • If you are still muted, the host may have muted you upon entering the meeting. Ask to be unmuted by sending a chat message to them.
  • Make sure that your camera is on. The status button for it within Zoom is quite easy to spot. Your camera is turned on if you see a white camera on a black background. It means your camera is working and others should be able to see you.
  • Make sure you have muted the mics you don't need.
  • After you have clicked to share your screen, select the "Share Computer Sound" option in the lower left corner of Zoom's window.
  • If another participant is too close to you and both of you have speakers on, this will create a feedback, or in layman's terms, the echoing effect.
  • Simply mute on of your computers or create distance between one another; that way on speaker can't pick up the other.
  • Ensure your speaker is turned on. If you see that the speaker icon in the top-left corner is turned off, tap it to turn on.
  • Increase the volume on your device. Even if the speaker is turned on in Zoom, your device's volume might be set to mute or vibrate only.
  • Using earphones might do the trick.
  • Try restarting your device or reinstalling the Zoom app.