I am having connection problems

connectivity issues, disconnections, poor video, poor audio

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Written by Support
Updated over a week ago

A connection problem may occur on either the teacher side or the student side. This often exhibits itself through pauses during video streaming or complete disconnections. To troubleshoot the connection on your side, please follow these steps during the next lesson:

  • Stay close to the router: Your WiFi can be impacted by too many walls between the router and the compute. Make sure you are at most 1 room away from the router.

  • Use 2.4GHz and not 5 GHz WiFi: New routers come with 2 networks activated the 2.4GHz and the 5GHz. The 2.4GHz has a longer range and therefore is likely to work better if you are far from the router. The 5GHz has a shorter range but higher bandwidth, so it would work better only if you are in the same room where the router is located. Make sure to pick the better network for your situation. We generally recommend connecting to the 2.4GHz version of your WiFi.

  • Avoid Audio or Video Streaming during the Lesson: If many devices start streaming over the network at the same time particularly using video streaming, performance is likely to degrade. Minimize the number of devices that are streaming at the same time or otherwise call your Internet provider to increase your bandwidth.ย 

  • Wired Cables Work the Best: Even though every device is going wireless, if you can wire your computer directly into the router that is likely to lead to the best performance.

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