I can’t connect to my Live Lesson

If you’re stuck in the Chat Check and struggle to connect to your lesson, here are some troubleshooting techniques you can try.

Device and Browser

  • You should be on desktop to take a lesson. Live Lessons are not yet supported on mobile devices and you will not be connected to the session until you log in from a laptop or computer.

  • Make sure you’re logged in via Chrome or Firefox.

  • Restart your computer and try joining the lesson again.

  • For the lesson to begin, you need to pass the audio and video checks, and click on the red button that reads 'Start Lesson'

Sound & Video

If the video or audio check marks don’t turn green in the Waiting Room, it could be that you did not allow Chatterbug access to your webcam, speakers, or headphones.

For Chrome:

  1. Click on the site identity icon (the lock symbol) in the address bar.
  2. Choose "Always Allow" for Camera and Microphone.
  3. Hit the refresh arrow icon to reload the page.

For Firefox:

  1. Click on the site identity icon (the lock symbol) in the address bar.
  2. Choose Allow on each menu next to 'Use the Camera' and 'Use the Microphone

Internet Connection

The sound, video, and connectivity issues are often due to the quality of your internet. You can move closer to your router to stabilize your connection. Use Speedtest to test the quality of your connection. Anything above 10 Mbps allows you to have an ok live lesson, but the higher the Download/Upload rates, the better your experience.

If the issue is ongoing, you should discuss solutions with your internet provider.

If we did not answer your questions here, please write to us via Chat or email at hello@chatterbug.com.


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