Troubleshooting Tips for Virtual Sessions

Latest Platform/Online Classroom Updates:

• [All Users] If an error message appears indicating that your browser size is too small, please try using the browser Zoom Out option to adjust browser size to 100%, and then refresh your session page. 
• [Tutors] We have transitioned to a new virtual classroom, called Lessonspace, which offers an enhanced experience for both tutors and students. Tutors and students can continue to join sessions as normal from the Dashboard in Littera.
• [Tutors] The Sub Sessions tab allows tutors to see which sessions currently need a tutor, to which they can assign themselves as the sub tutor. The Sub Sessions board will only present sessions to a tutor that they are qualified to teach as it relates to tutor/student matching.

Click here for more information on using the virtual classroom.

Please see the 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.

System Requirements

Operating System	Browser	Network
Current version or 1 version earlier of: Chrome OS Windows MacOSX iOS/iPad tablet devices (mobile phones are not supported in the virtual classroom)	Current version or 1 version earlier of: Google Chrome (Highly recommended) Firefox Edge Safari	5Mb/s download 3Mb/s upload
Minimum screen resolution of 720p x 1280p 4GB ram		Note: You can run a speed test by Googling "Internet speed test"

Littera Virtual Classroom
 

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, as it relates to your audio/video functionality. (https://app.chime.aws/check)
• Use this link to run a Connection/Speed test in the event you are having intermittent connectivity issues while in the virtual classroom. (https://www.speedtest.net/)
• 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.)
  
• Try fully clearing your browser history/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.
    
    
    
  • As shown in the screenshot below, please choose All Time for the Time Range, and select all check-boxes leaving the passwords option un-checked to ensure your saved credentials are not lost.
    

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. Tutors can try utilizing a few steps prior to their first session of the day, as a precautionary measure.

1. Prior to sessions, try restarting your computer to help close/quit all computer processes to help improve device performance.
2. Please ensure that your computer operating system (Windows, Apple, etc), and your browser (Chrome, Safari, Edge, Firefox, etc), have been updated to the latest versions.
3. 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#)
4. Disable any special browser extensions, security software and/or VPN programs. (These software applications may alter your network settings which can impact your ability to access the virtual classroom.
5. On your device, please try toggling your wifi/internet connection off and then back on to see if this helps to mitigate any connectivity issues or slow loading times.
6. 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.
7. Please try moving closer to your internet router/modem if applicable during your scheduled sessions, or please try connecting to your network using an ethernet connection, which can help provide a stronger connection to your internet service.
   
8. Ensure any websites, programs and/or apps that are not needed during sessions have been completely closed to ensure they are not running in the background, which helps to improve speed and performance.
9. 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.
10. 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.)
    
11. Please try fully clearing the browser history/cache.​
    • As shown in the screenshots below, please choose All Time for the Time Range, and select all check-boxes leaving the passwords option un-checked to ensure your saved credentials are not lost.
      
      
      
12. As a last resort if technical issues persist, the user can restart their computer device, and/or reboot their network router. (Note: When restarting or rebooting your 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.
      
13. If the Connection Error Message appears as shown below, please try a few steps above. Also students should inform an adult in the vicinity such as a teacher or guardian. Tutors can try a few steps along with contacting our Littera Support team should the issue persist. If needed tutors can also share a full browser screenshot with Littera Support, that also includes the Console logs. These logs are special browser logs that help to identify errors occurring on a webpage.
    
    Tutors, please see the video below to help capture the Console Logs within your browser page. Include these logs in your screenshots to Littera Support.
    
    

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.
• If using a wired headset/mic, please ensure that it is completely plugged into the device's audio port.
• 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:
  
• A tutor can 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:
  
• Kindly suggest for the student to refresh the browser page by choosing the More Tools button and then selecting Connection Refresh. (Note: When refreshing the screen prior to the scheduled end time users should be able to re-enter the virtual classroom.)
  
• Kindly suggest that the student please check their browser camera permissions. When opening the browser permissions area as shown in the picture below, they can also try selecting 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.

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.
• 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.

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 a user is seeing this message, "Oh no! Your screen size is too small to load the Littera Virtual Classroom," please try adjusting the screen-size to 100% by using the browser zoom-out option, and then refresh the session page. A quick video demonstration and keyboard shortcuts have been shared below for reference. 

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 to zoom out perhaps to 100% and then refresh the page.
• If on a MAC keyboard, kindly hold the [CMD] command key and press/tap the [-] minus key to zoom out perhaps to 100% and then refresh the page.
• If on a Windows keyboard, kindly hold the [CTRL] control key and press/tap the [-] minus key to zoom out perhaps to 100% and then refresh the page.
  
• An iPad and/or tablet user should hold their devices horizontally for the best classroom experience.
  

Please see the video example below which demonstrates how to find the quick browser zoom-out option. (Video 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.)

PDF Suggestions and Annotation 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.

Annotation Misalignment

• Periodically when a tutor adds annotations to the whiteboard, if a student with a smaller screen joins the virtual classroom, the annotations might become mis-aligned. A tutor can try using the Select tool to shift annotations back in place when needed.
• Tutors can also use other tools such as the Shape and Line tools, to help emphasize certain words or numbers on the whiteboard , as well as the Text tool to type letters, words and numbers as needed which might help to minimize the issues caused by annotation misalignment.
  • Example - Use the line tool to help emphasize an object, word or phrase on the whiteboard for students.
  • Example - Use the circle or rectangle shapes to help emphasize an object, word or phrase on the whiteboard for students.
  • Example - Use the text tool to type an equation [2 + 3 = 5], or to type other numbers and/or letters.
    

Lessonspace

Audio & Video Troubleshooting

Audio and video issues mostly occur when not granting the necessary browser permissions or by not having the correct audio/video source selected. Please make sure that you:

1. Allow permissions when your browser asks to access your microphone and camera. Here's how to do it.
2. Ensure that your computer or mobile is not muted, you have a working speaker and microphone (built-in or external) connected to your computer or mobile.
3. Select the correct microphone and camera source from the Device Setup menu.
4. Check the Troubleshooting menu for any additional information.
   

Whiteboard Troubleshooting

A laggy or slow whiteboard is generally caused by a slow internet connection, or having too many files on one whiteboard. You can try:

• Deleting large images from the whiteboard
• Move closer to the router
• Check your internet speed and ensure that it is at least 5Mb/s download, and at least 3Mb/s upload.
  • You can run a speed test by Googling "Internet speed test"
• Close tabs and application on your computer that uses the internet
• Ask members of the household to reduce their internet usage (eg. stop downloading or streaming videos)

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.)