Audio Problems!

Testing (and fixing)

In general, there are a small handful of causes for audio problems, these and their fixes are described below.

In order to test you can access our audio test rooms at any time by clicking the link in your reminder emails. You can search your email system for these using their subject lines "Classroom link for…" or "…has a lesson today…".

Reboot / Close other programmes

Our Classrooms software is an app that runs on your computer, which needs to encode and decode all of the audio and video sent by other attendees and the tutor. As such, if there are lots of programmes running in the background, or if it has been a long time since your last reboot, it can cause problems.

The classic 'Turn it off, turn it back on again'!

 

Check your internet speed

Our Classrooms software needs to communicate with our Servers, and it does this over your internet connection. If there are other programmes or devices using a lot of your internet bandwidth, or if you have a bad wifi signal, it can cause problems.

We recommend testing with fast.com, and that you click the 'show more info' button to see your latency and upload speed. If latency is above 80ms, or if upload speed is below 5Mbps, there could be audio problems.

 

Web browser

Our Classrooms software runs within your web browser, and if this is out of date or unsupported it can cause problems. To check, please follow the relevant instructions for your device:

  • If you are on a Mac or PC, we recommend you update or install Chrome from https://www.google.com/chrome/

  • If you are on an iPhone or iPad, we recommend you check that Safari is on the latest version by going to the Settings app, then General, then Software Update.

  • If you are on an Android phone or tablet, we recommend you verify Chrome is up-to-date from the Google Play Store

 

Microphone access

The Classrooms software needs access to your microphone in order to join the call. If this is not granted, students are unable to hear or be heard.

To check microphone permissions in Chrome (our recommended browser):

  • At the top right, click the '3 dot' menu and then Settings
  • Under Privacy and security click Site settings
  • Under Permissions click Microphone
  • Verify that classrooms-b.fledgetuition.com is allowed to use your microphone (If this address appears under “Not allowed to use your microphone” click the Bin icon next to it)

To check microphone permissions on iPhones or iPads:

  • Go to classrooms.fledgetuition.com
  • Press the 'aA' icon to the left of the padlock in the address bar
  • Press Website Settings
  • Press Microphone and ensure it’s set to Allow or Ask (you can also verify Camera access from here)
 

Antivirus software

Antivirus software can block access to the microphone and prevent your device from joining the call.

If you are using antivirus software and cannot join the call, we'd suggest temporarily disabling the antivirus software and accessing the test room (described above). If this is successful, you can add our site to your products' allowed-list.