Remind Tutoring: Addressing video connection problems

 

This article contains the following sections: 


General Connection Issues

You need access to this session Screen

Generally, if you are not signed into the correct account, you will see this screen. Please follow the steps below to confirm you are signed into the correct account.

 

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Steps to resolve: 

  • Double-check the email address at the bottom of the screen to confirm you are in the right Remind account.
  • If you are logged into the wrong account
    • Click on the switch account button
    • Enter your sign in details for the correct Remind account
    • Attempt to join your session again
  • If you are logged into the correct account
    • Attempt to log out and back into the session
  •  If this does not work, reach out to our tech support team here.
    Our support team will be able to help you get access to your session.

Internet connection issues

Please follow the directions below to troubleshoot internet connectivity issues during a session.

Steps to Resolve: 

  • Verify that you are connected to the appropriate WiFi service
  • Test your connection by trying to play another video. Or by running an online speed test. Like this one
  • If you get positive results
    • Try to refresh and join your session again
  • If you get negative results
    • You may need to reschedule your session to a time where your internet connectivity is strong
    • If so, please reach out to our customer care team here

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Audio Issues

If no one can hear you

Please follow the directions below to troubleshoot audio issues during a session.

Steps to resolve:

  • Check if your mic is muted.
  • Try refreshing your browser
  • If you are using a headset, please try unplugging it to see if the sound begins to work.
  • What device are you using?
    • If on web
    • If on mobile, confirm they have their mic settings turned on
      • IOS
        • Check to see if Remind had permissions to access the microphone and camera.
        • The process to enable the microphone/camera is by going to the settings app → privacy → (microphone or camera) and then check if it's enabled for the Remind app.
      • Android
        • On your phone, open the Settings app.
        • Tap Apps & notifications.
        • Tap the app you want to change -Remind. If you can't find it, first tap See all apps or App info.
        • Tap Permissions.
          • If you allowed or denied any permissions for the app, you’ll find them here.
        •  To change a permission setting, tap it, then choose Allow or Deny.
  • For camera and microphone permissions, you may be able to choose:
    • All the time (Location only): The app can use the permission at any time, even when you’re not using the app.
    • Only while using the app: The app can use the permission only when you're using that app.
    • Ask every time: Every time you open the app, it'll ask to use the permission. It can use the permission until you’re done with the app.
    • Deny: The app cannot use the setting, even when you’re using the app.
  • If the above does not work complete the steps below
  • Visit these two websites and run the systems tests. Send a screenshot of your results to us via our support team so we can help troubleshoot. You can reach them here.
  • Reach out to our tech support team for assistance here

If you can not hear anyone

Please follow the directions below to troubleshoot audio issues during a session. 

Steps to resolve: 

  • Check if your speakers or sound are muted.
  • Try refreshing your browser
  • If you are using a headset, please try unplugging it to see if the sound begins to work.
  • Try opening up a song or video to see if you can hear the sound
  • If yes
    • There is likely an issue with the connection between the device and the webpage or app.
    • Please try to log out and back into the website or app
  • If no
    • Please see below
  • If the above does not work complete the steps below
    • Visit these two websites, run the systems tests and send a screenshot of your results to us via our support team so we can help troubleshoot.
    • Reach out to our customer care team for assistance here

 

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Video Issues

No one can see you

Please follow the directions below to troubleshoot video connectivity issues during a session. 

Steps to resolve: 

  • Make sure your video camera is not covered.
  • Try refreshing your browser window.
  • What device are you using?
    • If on web
      • Verify your browser video permissions and or your operating system permissions.
    • If on mobile, confirm you have your camera settings turned on
    • IOS
      • Check to see if Remind had permission to access the microphone and camera on your device.
      • The process to enable the microphone/camera is by going to the settings app → privacy → (microphone or camera) and then check if it's enabled for the Remind app.
    • Android
      • On your phone, open the Settings app.
      • Tap Apps & notifications.
      • Tap the app you want to change -Remind. If you can't find it, first tap See all apps or App info.
      • Tap Permissions.
      • If you allowed or denied any permissions for the app, you’ll find them here.
      • To change a permission setting, tap it, then choose Allow or Deny.
  • For camera and microphone permissions, you may be able to choose:
    • All the time (Location only): The app can use the permission at any time, even when you’re not using the app.
    • Only while using the app: The app can use the permission only when you're using that app.
    • Ask every time: Every time you open the app, it'll ask to use the permission. It can use the permission until you’re done with the app.
  • Deny: The app cannot use the setting, even when you’re using the app
  • If the above does not work complete the steps below
  • Visit these two websites, run the systems tests and send a screenshot of your results to us via our support team so we can help troubleshoot.
  • Reach out to our tech support team for assistance. Including the screenshot in your message.

 

You can not see anyone

  • Try refreshing your browser window.
  • Ask the other person to confirm their camera is on, and not covered. 
  • Ask the other person to refresh their browser window
  • If this does not resolve the issue
  • Please follow up with our tech support team for assistance and troubleshooting.

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Other Troubleshooting Instructions

Enabling browser microphone and camera settings

How to enable microphone and video camera access at the browser level.

Chrome

  • Open Chrome Chrome.
  • At the top right, click the three dots and then Settings.
  • Under "Privacy and security," click Site settings.
  • Click Camera or Microphone.
  • Turn on Ask before accessing.
  • To allow a site that you already blocked: Under "Blocked," select the site's name and change the camera or microphone permission to "Allow."

Firefox

  • Click the menu button and select Preferences.
  • Click Privacy & Security from the left menu.
  • Scroll down to the Permissions section.
  • Click the Settings… button for the Camera option.
  • Search for https://www.remind.com and change the status to Allow.
  • Click the Save Changes button.
  • Click the Settings… button for the Microphone option.
  • Search for https://www.remind.com and change the status to Allow.
  • Click the Save Changes button.

Safari

  • Click Safari at the top of your Mac.
  • Click Preferences, then click Websites.
  • Select Camera.
  • Find remind.com in the list and change the option to Allow.
  • Select Microphone.
  • Find remind.com in the list and change the option to Allow.

Enabling operating system microphone and camera permissions

How to enable microphone and video camera access at the operating system level.

Windows 10

  • Open the Windows Menu in the bottom left corner.
  • Click the “gear” icon to open Settings.
  • Click on the Privacy option.
  • In the left navigation menu, select Camera.
  • Turn on “Allow apps to access your camera”.
  • Turn on the specific app you are using, e.g. Microsoft Edge, Firefox, Chrome.
    • If the app is not owned by Microsoft, make sure the additional option “Allow desktop apps to access your camera” is turned on, too.
  • Repeat steps 4-6 for Microphone permissions.
  • Refresh your browser
  • If the issue persists, close all other tabs and applications that you have open, then refresh
  • If the above does not work complete the steps below
  • Visit these two websites, reun the systems tests and send a screenshot of your results to us via our support team so we can help troubleshoot.
    • https://networktest.twilio.com/
    • https://test.webrtc.org
    • These tests help us confirm if your system is compatible with our video product and can help us faster determine what is not working.
  •  Reach out to our customer care team for assistance. Including the screenshot in your message.


MacOS

  • Open System Preferences.
  • Click on Security & Privacy.
  • Select Camera in the left menu.
  • Enable the app the user is using, e.g. Safari, Chrome, Firefox.
    • You may need to click the lock at the bottom of the window and enter a password to make changes.
  • Repeat steps 3 and 4 for Microphone permissions.
  • Refresh your browser.
  • If the issue persists, close all other tabs and applications that you have open, then refresh
  • If the above does not work complete the steps below
  • Visit these two websites, run the systems tests and send a screenshot of your results to us via our support team so we can help troubleshoot.
  • Reach out to our customer care team for assistance. Including the screenshot in your message.

How to contact us

  • If you need assistance with a session that is currently in progress, please reach out to our live tech support team here. 
  • For any other inquiries please submit them to our customer care team here.

 

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