If you've had a technical issue before or during your lesson, this article will help. Scroll to find information about the issue you experienced.
Where is my tutor?
Why can’t I see my tutor during the lesson?
Why can’t I hear my tutor?
Why can’t I connect to the classroom?
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To have a lesson with a tutor on Cambly you will need to have:
- A stable internet connection
- Available minutes
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Where is my tutor?
If you are looking at a screen like this on your device, you are ready to go! You are just waiting for your tutor to connect to the classroom.
If your tutor hasn’t connected:
- You could be early for your lesson - If you are early for your lesson call back at the correct time
- You could be late for your lesson - If you are more than 10 minutes late for your lesson, your tutor is not obliged to answer your call
- The tutor may have needed to cancel your lesson - Please check your email
- The tutor may have an internet connection problem and is unable to connect
If you joined your lesson at the scheduled time and your tutor doesn't connect, press [Cancel] in the lobby to have your lesson returned.
You can then call one of the awesome tutors who are online or schedule a new lesson for any time before 3:00am on Monday!
Why can’t I see my tutor during the lesson?
Before we connect a student and tutor, we test both of their internet connections to make sure that they are able to support a video call. This way you should be able to see and hear each other.
However, the stability of an internet connection can change during the lesson. When either the student or the tutor's connection becomes unstable, you may see a picture of your tutor or a black screen.
The video feed stops because it uses more bandwidth. This allows you to continue to have an audio feed and stay connected.
Why can’t I hear my tutor?
- If you can’t hear anything your tutor is saying, it’s likely that your audio settings are not working.
- If you can only hear some of what your tutor is saying, it’s likely that there is a combination of latency, jitter and packet loss affecting your connection. In some extreme cases, high packet loss, latency and jitter may mean that you can’t hear anything that the tutor is saying.
Computer: Please follow this checklist to troubleshoot the problem.
Mobile device: Please follow this checklist to troubleshoot the problem.
Different video conferencing providers manage jitter in different ways. Learn more about how to understand your Internet Connection and Speed Test results.
Why can’t I connect to the classroom?
If your screen looks like this, Cambly is trying to access your camera but can’t. Check your camera permissions so that Cambly can access your camera.
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If you see one of these messages, there was an unknown issue, or a possible connection issue. Please try joining your lesson again.
If you still aren't able to connect, go through this checklist to to make sure your connection is stable.