Video session issues

Audio issue

If student is unable to hear sound from you: 

• Verify that you are not on mute
• Refresh your website and ask the student to also refresh their website as well
• Verify that your browser settings are allowing access to Remind.com. See below for enabling microphone and camera settings based on your browser type

If you are unable to hear sound: 

• Verify that the sound on your computer and/or headset is turned on
• Verify that the student is not on mute
• Refresh your website and ask the student to also refresh their website as well
• Ask student to select a different microphone to use if there are multiple microphones
• Verify that your student’s browser settings are allowing access to Remind.com. See below for enabling microphone and camera settings based on browser type. Feel free to message this to the student to troubleshoot the issue

Video issue

If student is unable to see you: 

• Verify that the video on your computer is turned on
• Verify that nothing is covering your camera
• Refresh your website and ask the student to also refresh their website as well
• Verify that your browser settings are allowing access to Remind.com. See below for enabling microphone and camera settings based on your browser type

If you are unable to see student: 

• Verify that the video on their computer is turned on
• Verify that there is nothing covering their camera
• Refresh your website and ask the student to also refresh their website as well
• Verify that your browser settings are allowing access to Remind.com. See below for enabling microphone and camera settings based on your browser type

Enabling browser microphone and camera settings

Chrome

1. Open Chrome.
2. At the top right, click the three dots and then Settings.
3. Under "Privacy and security," click Site settings.
4. Click Camera or Microphone.
5. Turn on Ask before accessing.
6. 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

1. Click the menu button and select Preferences.
2. Click Privacy & Security from the left menu.
3. Scroll down to the Permissions section.
4. Click the Settings… button for the Camera option.
5. Search for https://www.remind.com and change the status to Allow.
6. Click the Save Changes button.
7. Click the Settings… button for the Microphone option.
8. Search for https://www.remind.com and change the status to Allow.
9. Click the Save Changes button.

Safari

1. Click Safari at the top of your Mac.
2. Click Preferences, then click Websites.
3. Select Camera.
4. Find remind.com in the list and change the option to Allow.
5. Select Microphone.
6. Find remind.com in the list and change the option to Allow.

Internet issues

If your internet is not working before the session, please message the Remind team through Live Chat ASAP to inform them by clicking on the ‘Get Help’ button on Remind. 

If the internet will not be working at the time of the session, we will work with the student to reschedule to a different availability. Please keep in mind that if you are unavailable we may need to schedule with a different tutor to meet with the student if needed. 

Immediate tech support

If you need immediate tech support, please click on the ‘Get Live Help’ button  on the video session screen to reach out to a Remind Support team member to assist you via live chat.

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