This document contains troubleshooting tips for common scenarios tutors might experience while using technology from home.
When troubleshooting issues, you may need to contact you Internet Service Provider or a local hardware repair store for some connectivity and hardware/device issues.
Scenario 1 – Computer is running slow
User: “My computer is running slow.”
*This could actually mean a variety of things and the goal is to narrow down what the actual problem is.
Response: Does it run slow when using Zoom, web browser, or just in general?
- Response if answered “Zoom”: Does this happen when multiple apps are open? (if so see answer three). If not check Scenario 5
- Response if answered “Web Browser”: See Scenario 4
- Response if answered “General”: Ask the question, “when is the last time you have rebooted your machine?”. Machines should be rebooted at least once a week. Advise them to reduce the number of tabs they have open in their web browser. Their machine may have low RAM which would cause things to run slower in general. See Guidelines for Low RAM.
Scenario 2 – Zoom shutting down/crashing
User: “Zoom keeps shutting down/crashing”
Response: “Just Zoom or other applications as well?”
- Response if answered “Just Zoom”: Make sure they’re using the most updated version of Zoom.” See Zoom section
- Response if answered “Other Apps”: Have them shut down their computer and reboot. If that issue persists, the user may be running on low resources. See Guidelines for Low RAM section
Scenario 3 – Video/microphone isn’t working
User: “My video/microphone isn’t working”
Response: “Are you using the Zoom app or the web-based version” (They are using the Zoom app if a pop up appears for their meeting. They are using the web-based version if they are using Zoom on a web browser or their meeting opened on a new tab.)
- Make sure that all other programs that utilize the camera are not using the camera or are closed.
- Response if Zoom App: See Camera and Microphone – Zoom section
- Response if Web-based Zoom: See Using Web-based Zoom section
- Response if Google Hangouts: See Camera and Microphone – Google Hangouts section
Scenario 4 – Web browser loading slow or websites won’t load all the way.
User: “My web browser keeps loading slow/website(s) won’t load all the way.”
Response: “Does that happen when going to specific websites or in general?”
- Response if answered “General”: Have them clear their web browser cache. See the Clearing Web Browser Cache. Also, have them check their internet speeds and give them suggestions on how to optimize their internet performance. See the Internet section.
- Response if answered “Specific Website” (i.e. students/tutors getting the “We are facing some issue refresh the page and try again if issues still persist please contact tech support):
Have them clear their web browser cache. See the Clearing Web Browser Cache.
Scenario 5 – Zoom is running slow or video is choppy
User: “My Zoom is running slow/video is choppy.”
Response: “How’s your general internet connection speed? Slow or fast?”
- Response if answered “Slow”: Check if it is an internet issue first. See the Internet section
- Response if answered “Fast”: Make sure they’re using the most updated version of Zoom.” See Zoom section. (Applicable for the “Slow” answer as well)
- Also check if it’s a hardware issue: Have them shut down their computer and reboot. If that issue persists, the user may be running on low resources. See Guidelines for Low RAM section
Scenario 6 – Error message reading “Chrome Update needed” when trying to log into RPCx
User: “My Chromebook is not logging into the RPCx system and gives me an error message reading I need to update Chrome.”
Response: “Can you update Chrome? If not, is there an error not letting you update to the latest version? ”
- Response if answered “No”. Check if there are any updates to Chrome.
- Response if answered “Yes”. Follow this documentation to uninstall and reinstall Google Chrome, the application may be experiencing backend problems
- To Update Chrome, follow these instructions.