Troubleshooting Tips for Virtual Sessions

Latest Platform/LVC Updates:

• To help improve and simplify the virtual classroom, the option to add additional pages has been removed. Tutors can still add multiple tabs to the whiteboard space. (10 tabs is the current limit.)
• To meet the Minimum Screen Size while in the LVC, users can adjust their browser window size by using Zoom-In or Zoom-Out features. (Press the Ctrl or CMD key and the [+] or [-] symbol to zoom in or out.)
• When Class Sync is On, only the tutor can change the tab for the class.
• When users share their screen, it now opens in a new tab and is only visible in that tab. (Reminder: The share screen option is not supported on iPad devices at this time.)

Click here for more information on using the virtual classroom.

Please see the minimum system requirements below as it relates to your device operating system, browser, and connection (bandwidth). Reminder: Several factors can impact the speed and quality of your internet connection, such as your location, the number of devices connected to the network, the distance between your modem/access point and your computer, as well as other active apps, programs or websites using the network bandwidth during your scheduled session time in the virtual classroom.

Operating Requirements

• Current version or 1 version earlier of:
  • Chrome OS
  • Windows
  • MacOSX
  • iOS
• Minimum screen resolution of 720p x 1280p
• 4GB ram

Browser Requirements

Current version or 1 version earlier of:

• Google Chrome (Highly recommended)
• Firefox
• Edge
• Safari

Bandwidth Requirements

Audio

• 1:1 call: 54 kbps up and down
• Large call: no more than 32 kbps extra down 

Video

• 1:1 call: 650 kbps up and down
• HD mode: 1400 kbps up and down
• 3–4 people: 450 kbps up and (N-1)*400 kbps down
• 5+ people: 184 kbps up and (N-1)*134 kbps down
• Up and down bandwidth adapts lower based on network conditions

Screen sharing

• 1.2 mbps up (when presenting) and down (when viewing) for high quality
• This adapts as low as 320 kbps based on network conditions

If tutors and/or students are experiencing technical issues in the virtual classroom, please see the following steps below. Choose a section to view more details.

Whiteboard Troubleshooting Tips

• Please ensure that the computer operating system and the browser have both been updated to the latest version.
• Use this link to run through a quick test to ensure your device is ready for the Littera virtual classroom. (https://app.chime.aws/check)
• Periodically having several programs or websites open on your device can affect device speed. If possible, it may be helpful for tutors and/or students to kindly quit any programs, apps or websites that are not needed during the session period, which can help improve performance.
• Try refreshing the connection by reloading the browser page. (Note: When refreshing your screen prior to the scheduled end time, you should be able to re-enter the virtual classroom.)
  
• This may be an issue with your browser cache. Try clearing your browser cache data in Chrome, Firefox, or Safari. 
  
  • For example, in the top, far-right corner of the Chrome browser, please select the three vertical dots as shown below, and then click the Delete Browsing Data option.
    
    
    

Connectivity Issues and Troubleshooting Tips

Network connectivity issues refer to complications that might hinder a user's device from establishing, maintaining, or accessing a network connection. These challenges might include, slow or inconsistent internet speeds, the inability to connect to a specific website or server, dropped connections, and/or a complete loss of connectivity.

Connection issues in the Littera Virtual Classroom can include problems with a user's camera and/or audio quality, a user dropping in and out of a virtual session, the whiteboard page loading slowly, distorted audio and/or lagging and freezing video tiles, whiteboard buttons/icons not working, etc. Please see a few steps below to help mitigate these issues on your device.

• Please ensure that the computer operating system and the browser have both been updated to the latest version.
• Use this link to run through a quick test to ensure your device is ready for the Littera virtual classroom. (https://app.chime.aws/check#)
• Please try connecting to your network using an ethernet connection, which can help provide a stronger connection to your internet service.
• Periodically having several programs or websites open on a device can affect device speed. If possible, it may be helpful for tutors and/or students to kindly quit any programs, apps or websites that are not needed during the session period, which can help improve performance. 
• Periodically if there are several devices connected to your network during the time of your sessions, you could temporarily disconnect those devices for the time being or turn them off, until your sessions have concluded.
• If using special browser extensions, please try turning these programs off to see if it helps to mitigate any browser related issues or errors that might occur during a virtual classroom session.
  • A user can choose the "Reset settings" option within their Chrome browser settings to help with disabling browser extensions, as well as clearing temporary browser site data. 
    • Please navigate to the chrome://settings/reset URL, or copy and paste the link provided into the URL bar at the top of your page. (Note: This will not remove any saved information such as passwords, bookmarks or past accessed sites in your history. However if you have customized settings in Chrome these may revert.
      
       
• Occasionally issues might occur due to a spotty network connection. Please try turning your internet/wireless off and on again. If this does not help, please try using this link https://www.speedtest.net/ to run a diagnostic/speed test.
• Please try refreshing your browser page. You can also click the More Tools button and then select Connection Refresh as well. (Note: When refreshing your screen prior to the scheduled end time you should be able to re-enter the virtual classroom.)
  

• Please try checking if browser access to your camera and microphone have been enabled as shown in the screenshot below. If issues persist, please click the Reset Permissions option to help reset browser permissions. After making your changes please refresh the browser page.
  

• Please try clearing the browser history/cache.​
  
  
• As a last resort if technical issues persist, the user can restart their device. (Note: When restarting the device within the allotted time during the session, prior to the scheduled end time, the users should be able to re-enter the virtual classroom session.)
  • Kind Suggestion: If the issue is on the tutor's end, the tutor can kindly let their students know the steps they are taking to help resolve their technical issue, and that they will be re-joining the session as soon as their computer re-boots. Students should not close the browser tab and can remain signed into Littera until the tutor returns. (Note: When a tutor refreshes or briefly leaves the virtual classroom, the students will immediately see the following screen until the tutor rejoins the session.
    

Tutor Camera/Video Troubleshooting Tips

• Please try checking if browser access to the Camera has been enabled as shown in the screenshot below.  You can select the Reset Permissions button to help reset the browser permissions as needed. 
  
  Note: If you do not see these options, ensure your device security settings allow your browser access to camera, microphone, and screen sharing. View instructions for Windows and Macs.
• Please ensure that your camera within the Littera Virtual Classroom is toggled on.
  
• Please be sure to check your Camera settings in the virtual classroom to ensure the correct output device is selected.
  
• Close any other apps/programs that could be using your camera to ensure the LVC can detect it.
• If your camera tile has turned black in the Littera Virtual Classroom, as shown in the picture below, please try the Reset Permissions option as listed in the first bullet point above, and refresh your browser page thereafter if needed.
  • You can also try closing the browser page, and then re-joining your session from the Tutor Dashboard via the Join Now button. (Note: Users should be able to re-join a session if the scheduled session end time has not been reached, provided there are no other technical/device issues prohibiting access.)
    
    

Tutor Audio/Sound Troubleshooting Tips

• If using a headset/mic, please ensure that it is plugged into the correct port on the device. If using bluetooth, perhaps disconnect from bluetooth and reconnect if experiencing issues.

• Close any other apps that could be using the headset/mic to ensure the LVC can detect it.

• Ensure your headset/mic has not been muted.

• Please try checking if browser access to the Microphone has been enabled as shown in the screenshot below.  You can select the Reset Permissions button to help reset the browser permissions as needed. 
  
  Note: If you do not see these options, ensure your device security settings allow your browser access to camera, microphone, and screen sharing. View instructions for Windows and Macs.

• Please ensure that your microphone within the Littera Virtual Classroom is toggled on.
  
• Please be sure to check your Microphone settings in the virtual classroom to ensure the correct device is selected.
  

• Periodically an echo can occur during virtual classroom sessions. For example, if a student is not wearing headphones and the tutor is, the echo is most likely coming from the student's computer speakers and creating a feedback loop.

  • To help identify where the echo/feedback loop is coming from, it is always helpful to mute certain microphones until the impacted user/student is identified.

  • We highly recommend tutors and students to wear headphones during their virtual classroom sessions to help minimize audio issues.

  • Tutors can encourage students to mute themselves when they are not speaking. As needed, tutors can also mute students in the Littera Virtual Classroom.
    Note: If a tutor previously turned a student's microphone off, the student cannot turn it back on themselves. The tutor will need to unmute the student in this scenario.

Student Camera/Video Troubleshooting Tips

• Determine if the camera is turned off or just covered:
  
• Try turning the student's camera back on by clicking the camera icon on their video tile:
  
  Note: If a tutor previously turned the student's camera off, they cannot turn it back on themselves. The tutor must turn it back on.
• Request the student try turning their camera back on using the toolbar at the bottom of their screen:
  
• Request the student refresh the browser page.
• Request the student grant camera permission in their browser:
  
  Note: If you do not see these options, ensure your device security settings allow your browser access to camera, microphone, and screen sharing. View instructions for Windows and Macs.

Student Audio/Microphone Troubleshooting Tips

• Using Chat, ask if the student is wearing a headset. If so, advise them to look for a mute button (may have a red light indicator).
• Try turning the student's microphone back on by clicking the microphone icon on their video tile:
  
  Note: If a tutor previously turned the student's microphone off, they cannot turn it back on themselves. The tutor must turn it back on.
• Using Chat, request the student try turning their microphone back on using the toolbar at the bottom of their screen:
  
• Using Chat, request the student refresh the browser page.
• Using Chat, request the student grant microphone permission in their browser:
  
  Note: If you do not see these options, ensure your device security settings allow your browser access to camera, microphone, and screen sharing. View instructions for Windows and Macs.

Zoom In Tips (for increased visibility)

The Littera Virtual Classroom (LVC) whiteboard screen adjusts based on the screen size of the user with the smallest screen to prevent items from being cut-off. This could result in lessons being difficult to read. 

If sharing your screen:

• In your browser settings, try increasing the Zoom. This can be done in Chrome by clicking ⋮ in the top right, and click + next to Zoom
  
• If you are using a touchpad, you can also pinch and zoom to make the page larger
  

If an uploaded PDF is too small to read:

• Try opening the file and sharing your screen instead
• When sharing your screen, use the Zoom options above

Resize your browser window error message

If needed, when you are seeing this message in the virtual classroom, (as shown in the video below), please try adjusting your screen window size by using your browser's Zoom Out feature. A quick video demonstration along with keyboard shortcuts have been shared below for reference. (Tip: Click the squared icon towards the bottom right corner of the video to view in Full screen mode. Click the icon again to exit Full screen mode.)

Note: As shown in the picture below, ensuring that your browser Zoom setting is at 100% can be helpful in these instances.

• If on a Chromebook keyboard, kindly hold the [CTRL] control key and press/tap the [-] minus key or the [+] key to zoom in and out until the error is removed.
• If on a MAC keyboard, kindly hold the [CMD] command key and press/tap the [-] minus key or the [+] key to zoom in and out until the error is removed.
• If on a Windows keyboard, kindly hold the [CTRL] control key and press/tap the [-] minus key or the [+] key to zoom in and out until the error is removed.
• An iPad and/or tablet user should hold their devices horizontally for the best classroom experience.
  

PDF Suggestions and Tips for Tutors

The Littera Virtual Classroom supported PDF file size is as follows, (10MB / 25 pages). Please see a few tips below if you are having issues related to PDF files in the virtual classroom.
Note: Our Product and Engineering teams are continuing to implement improvements as it relates to the use of PDF files within the Littera Virtual Classroom.
PDF Loading Issues

• Periodically tutors might upload multiple PDF files to the virtual classroom across various whiteboard tabs. As a suggestion, to help reduce loading issues, please try to limit the amount of PDF's added to the virtual classroom during a single session. Or please consider adding PDF files to your whiteboard tabs as necessary during the session.
• Try reducing the size of your PDF files prior to uploading the documents to your whiteboard tab. 
  Note: If needed, please try using the Adobe Acrobat free PDF compressor tool to help reduce PDF file size. This can help decrease loading/performance issues related to adding large PDF documents to the virtual classroom whiteboard space.

Important Tips about Extensions and Computer Programs

Add Ons / Extensions: are both terms for software that can add a custom function to your core browser. Extensions can work with browsers such as Google Chrome, Firefox, Edge, or Safari for example. Add-ons can be a broader term that encompasses different types of extensions. For example, in Firefox, extensions are also known as add-ons.

Some extensions might derive from the actual browser developer such as Firefox or Chrome, but sometimes they can come from third-party developers designed to add a new functionality that a browser doesn’t already have. An extension might help to organize windows tabs, provide spell check, translate words on a webpage, etc. Many browser extensions are safe, but please be mindful that there is always some degree of inherent risk. Installing an extension introduces new software to your browser.

Programs / Application Software: also known as end-user programs. These applications are normally utilized by end users to perform a variety of tasks, such as communication, creativity, or productivity tasks. Examples include, word processing software like Microsoft Word or Pages, security software such as Norton Antivirus and McAfee, along with multimedia software such as iMovie or Adobe Photoshop. These applications are usually downloaded to your computer device, or sometimes they are built in. Similar to browser extensions, users should always be mindful before installing applications to their devices.

1. Please refrain from downloading applications/programs from unknown sources or sites.
2. Only download programs from reputable and safe sources/websites.

Below we have added a few extensions flagged by our Support team as causing issues for users in the Littera Virtual Classroom:

Browser Extensions

• Wordtune AI Generator (this extension has caused issues for tutors within the LVC.)
• NC Beauty Camera (this extension has caused an issue for a tutor within the LVC.)
• Survey Junkie (this extension has caused issues for tutors within the LVC.)

Security Software

• Kaspersky (this security software has caused issues for tutors within the LVC.)