Picture gone, sound gone or connection dropped? With these steps, you're usually back in your lesson within a minute.
First aid: reload the page
Reload the page and join the room again. That fixes most problems right away. Your lesson continues.
What's the problem?
Problem | Solution |
Nobody can see or hear you | |
You can't see or hear the other person | |
Echo | |
Instrument sounds choppy | |
Picture freezes, sound cuts out | |
Screen sharing doesn't work | |
Playing together isn't in sync |
How good is my connection?
Click the speedometer icon at the top right of the classroom. There you see how good your connection is right now and get tips.
Nothing helps?
Restart your browser or computer.
Open the room in an incognito window. If it works there, an ad blocker or another browser extension is probably blocking it. Turn it off for SIRIUS.
Briefly turn off your VPN or antivirus software and join the room again.
Switch networks, for example to your phone's hotspot.
Switch to a different device. A phone works too if you need it.
Message each other in the chat so the other person knows what's going on.
How to avoid problems
Do the tech check before your first lesson.
Use the latest version of Google Chrome.
Close other programs and tabs.
Use headphones and, if possible, a LAN cable.
The lesson couldn't take place?
If a lesson couldn't take place because of technical problems, message us in the chat with the date and time of the lesson. We'll check it and credit the lesson back to you.
Still not working?
Message us in the chat via the question mark at the bottom right of your account. Or book a short tech support appointment. We'll solve the problem together on a video call.