Technical Issues

This article guides you through potential technical issues you may encounter.

Updated over a week ago

Technical issues during the lesson

❗ During the lesson usage of other applications such as Zoom, Microsoft Teams, etc. is forbidden as it causes technical problems. Make sure you turn them off before starting the class. ❗

List of steps to overcome the issue on PC👇

  1. Turn off Zoom, Microsoft Teams, Discord, or Skype. Leave only the browser with the class.

  2. Allow browser to use camera/microphone.

  3. Open the class in the incognito tab. Use Google Chrome or Microsoft Edge. (Other browsers are not recommended or supported by our platform). Check both browsers.

  4. Open the settings (left bottom) to check if the correct microphone/camera/headset is selected.

  5. Restart your computer and rejoin the session.

  6. Use another source of connection.

  7. Try different devices.

List of steps to overcome the issue on Mobile Phone 👇

  1. Open the class using the official 'Fluentbe' application on your smartphone. Allow the application to use a microphone and camera.

  2. Open the class using the link from the mail and Google Chrome browser on your smartphone. Allow the browser to use a microphone and camera.

  3. Open the class via the link and incognito tab. Allow the browser to use a microphone and camera.

Explication of the 2nd and 4th step 👇

Click on the grey padlock located next to the search bar (top of the screen) and check if the browser has permission to use the camera and microphone.

More information is in the article prepared by Google Chrome Help.


In the left corner, there are settings to check if the proper device is selected in the microphone/camera section

Once you check everything, please, refresh the page.

Potential problems during the lesson and how to fix them.

❗ During the lesson usage of other applications such as Zoom, Microsoft Teams, etc. is forbidden as it causes technical problems. Make sure you turn them off before starting the class. ❗

Your camera and mic are blocked (screenshot below)

Check if the browser has permission to use the camera and microphone. You don't know who to do it? Press the button below to move you to the section where you can find an explanation.

Black window on your side (screenshot below)

Refresh the page and move to the next slide.

Black window on the student side (firewall issue)

Tell the student to change the source of connection and/or device.

A student or you are muted and can't unmute or A student or you is unmuted but you can't hear him (screenshot below)

If the student is muted and tells you that the button to unmuting isn't working either you can send him a request to unmute the microphone using the new option in the 'participants' button. (screenshot below)

Usually, the button isn't working because the microphone is turned off in the system settings. Click the button below to move to the section with an explanation of how to fix this issue.

You or your student can't turn on the camera (screenshot below)

The red exclamation mark next to the button means the camera is turned off in the system settings. Click on the button below to move to the section where you will find an explanation and help on how to overcome this issue.


Turning on the camera in the system settings

The first step here is to find a magnifier it is a button that can be found at the bottom of the screen 👇

Type here the phrase 'cameras' and click on the first option.

Find your camera open the settings and press the 'turn on' option.

Once done refresh the page.

❗ Some laptop models may have a keyboard combination to turn on the camera or have a physical plug or button to turn on the camera ❗

Turning on the microphone ENG ver.

The first step here is to find a magnifier it is a button that can be found at the bottom of the screen 👇

Type here the phrase 'change system sounds' 👇

The system will display a new window, move to 'recording' 👇

Select the microphone currently in use and click on the 'properties' 👇

The system will open another window, here move to 'levels' and check if the icon next to the microphone is crossed out if it is, click on it. It should look like in the screenshot below 👇

Click apply and refresh the page.

Turning on the microphone PL ver.

The first step here is to find a magnifier it is a button that can be found at the bottom of the screen 👇

Type here the phrase 'zmień dźwięki systemu' 👇

The system will display a new window, move to 'nagrywanie' 👇

Select the microphone currently in use and click on the 'właściwości' 👇

The system will open another window, here move to 'poziomy' and check if the icon next to the microphone is crossed out if it is, click on it. It should look like in the screenshot below 👇

Click 'zatwierdź' and refresh the page.


Troubles encountered during lesson reservations

Booking lessons can sometimes feel like navigating a maze, especially when encountering various constraints that prevent scheduling lessons at specific times. Understanding these constraints and knowing how to address them is crucial for both teachers and students. Here's a breakdown of common constraints and how to handle them

  1. Unavailable Availability

    • Ensure that the selected time slot is visible in your booking preview.

    • Be mindful of time zone differences, as you and your student might be in different time zones, leading to confusion about the timing of the lesson.

  2. Google Calendar Events

    • Check for any events marked as 'busy' in your Google Calendar.

    • Remove or change these events to 'free' to free up the time slot for lesson booking.

  3. Existing Lesson Reservation

    • The system prevents double bookings, so if you have a lesson already scheduled with another student at the same time, you'll need to find an alternative time slot for one of the students.

  4. Active Schedule with Another Student

    • Group or individual schedules reserve specific time slots for designated students or groups.

    • If a student frequently cancels lessons in the reserved time slot, consider discussing alternative options with them.

  5. Previously Canceled Lesson

    Lessons are automatically added week by week based on the schedule. If a lesson was canceled previously, the system might attempt to re-add it, even if neither you nor the student wants it - that's why it is impossible to add lessons at exactly the same time.

    • To rebook a previously canceled lesson, consider adjusting the timing slightly, such as by 5 minutes earlier or later.

  6. Student Reached Lesson Limit:

    • Corporate students, indicated by a briefcase icon 💼, may have limits on the number of lessons they can book per month (usually max. 5 or 10 / month)

    • If a student has reached their monthly limit, they won't be able to schedule additional lessons until the following month.

  7. Exhausted Lesson Package:

  • Sometimes, a student may exhaust their lesson package, resulting in the inability to book further lessons.

  • In such cases, the lesson status may show as 'pending,' and the lesson will be canceled approximately 24 hours before the scheduled start time if the student doesn't make payment.

By understanding and addressing these constraints, both teachers and students can streamline the lesson booking process and ensure efficient scheduling of lessons. Communication and flexibility are key to navigating these challenges effectively.


What should I do when a student doesn't join my class?


If it's a group course:

  • Make sure you are in the right classroom - you need to start the lesson from the lesson dashboard

  • Stay logged in for the whole lesson time (90 mins) – only then you can get paid

  • Your students may come late 🙁

  • If your students join late, finish the lesson on time

  • if none of your students shows up: the lesson objective hasn't been met (no lesson) so you are going to have this topic in your next session.

If it's a 1-to-1 course:

Your student is late:

  • make sure it’s the day and time you and your student arranged

  • contact your student using Messages

  • stay logged in and be ready to conduct a class until the student joins the lesson

  • finish the lesson on time as planned; you don't need to stay longer than planned

Your student doesn't show up:

  • make sure it’s the day and time you and your student arranged

  • contact your student using Messages

  • always stay logged in for the whole session and be ready to conduct it even if the student didn't join the class – only then you can get paid

  • the lesson objective hasn't been met (no lesson) so you are going to have this topic in your next session.


How to deal with power outages

In this article, you will learn how to decrease the negative impact of power outrages on your classes.

The things you can do to teach when a blackout happens:

  1. UPS on a Wi-Fi router - it keeps a router running for numerous hours after a power outage

  2. A second UPS for a PC – that one may also last for a few hours

  3. Laptop with a long-lasting battery - as a backup device if a PC ever dies

  4. Solar lamps - in case of load shedding happens at night

  5. A LAN cable connects a WiFi router directly to a device (PC / laptop) to ensure that you maintain proper speeds for upload and download.

  6. The “EskomSePush: Loadshedding App” tells you exactly what time you can expect load shedding in your area

  7. Automatic start - you can program your devices to kick in automatically if load shedding starts (there may be not even a second delay!)

As you can see, there are a bunch of possibilities you can apply to minimize the risk of not being able to show on a lesson or conducting it. ✅

I hope you found it valuable and relevant in preventing future power cut effects!

If you have any questions or doubts regarding the article, do not hesitate to contact the office team.😊


Emergencies

If you aren’t able to teach your lesson(s) due to sudden circumstances, follow these steps:

  1. Contact the Fluentbe office team as soon as possible using one of the below-listed channels:

    • Emergency phone number +48 799448799 (only text)

    • Alternative emergency phone number +15405727242 (only text)

  2. In an SMS message write your name and surname, and your student’s or group’s name that you refer to in your message. It will allow us to identify the affected student(s) and take necessary actions.

  3. Contact your student(s)

  4. Learn about the consequences of the late cancelation 👇

If you don’t show up or cancel your lesson in less than 24 hours, the system informs you about the deduction.

You should contact the office team immediately and explain the situation.

If you would like us to waive the deduction within three days, you need to provide evidence of force majeure as an official doctor's document or a document about incapacity for work as a result of sickness from the official organization in your country. The evidence has to have the date of the day when your lesson was scheduled.

Fluentbe will examine the situation and the document you provided. We will contact you back within 14 days to inform you of the result.

What explanations won't we accept?

  • Evidence of the force majeure without a date on it

  • Evidence of the force majeure with a different date than the day of the deducted class

  • Situations when you could cancel your classes in due time (if you are ill, take time off for a few days to recover)

How to avoid deductions?

  • Keep your calendar up to date to get the bookings you want.

  • If you have other professional obligations, make sure they don’t interfere with your Fluentbe lessons.

  • If you plan to travel or have family events plan extra time for delays or unexpected situations.

  • If you get sick, take time off in due time - your body deserves a rest!

We aim at transparent rules for both students and teachers. If you need to talk about it, please contact mentors and teacher trainers.


Technical issues with Oxford and Pearson Books

Typical notifications

  • 'book not found' (screenshot below)

  • 'can not grant for the materials because there are not enough licenses' (screenshot below)

  • After clicking 'open materials' a different book appears

Overcoming the issues

  • The first and most important thing to check is if the correct account is open. Check the credentials provided in the course view with those displayed on the main page of the Oxford site.

  • The notification 'book not found' means that the cache files disrupt the site. Open the Incognito tab (Google Chrome) and In-Private tab (Microsoft Edge)

  • The notification 'can not grant for the materials because there are not enough licenses' if there are less than 15 minutes to lesson reach out to the office via chat. If more, simply wait for the other teachers who are currently using this book and after they finish their class with a particular book, the system will grant access to the book.

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