Outschool’s video classroom is designed to be easy for students and teachers to access, but we understand that, as with all technology, issues do sometimes arise. Here are tips to ensure a successful class.

"I’m not able to see my class."

Make sure you’re logged into the correct Outschool account

Make sure that you’re signed into the account used to purchase the class. This will be the account tied to the email address that received a confirmation notice for the class. You can confirm that you’re signed into the correct account by visiting your account settings and then scrolling down to the email field.

If the email listed is not the one you used to purchase the class, you should log out and sign in to the correct account.

Check for your confirmation email
The confirmation email you received after purchasing the class will contain a link to the online classroom. You can also access the online classroom directly from your Outschool account by viewing your enrolled classes and scrolling down to that day's class.

"I just entered the classroom, and I see the message Waiting for Host."

If you see this message when trying to access a class, it means that the teacher has not started the live meeting. Please check both your Messages tab and the classroom page to see if the teacher has sent a message with alternate arrangements for the class. If there are no messages from the teacher and you have seen this message for at least 10 minutes, please contact Outschool Support.

"I’m in class, but I can’t hear the teacher."

Make sure your device’s audio is on
If you’re having trouble hearing the teacher, ensure your device’s sound has been turned on. 

Test your audio and video on Zoom
You can use the following link to test your audio and other controls: outschool.zoom.us/test.

Consult Zoom’s support center
Zoom’s support center can also help you fix audio issues. This article provides a list of common audio fixes from Zoom: https://support.zoom.us/hc/en-us/articles/204484835-My-Audio-is-Not-Working-on-iOS-or-Android

"I was disconnected from my class"

Check your internet speed
A suggested minimum speed for reliable video chat is 3 Mbps for both upload and download. You can test your internet speed at speedtest.net. 

Restart your computer and/or browser
This classic fix for TVs and other household electronics can also work wonders on a computer. It will ensure that your computer does not get stuck running old processes.

Quit unrelated applications
The more programs your computer has running, the slower it will run. Make sure to close out old programs and unnecessary browser windows, as these can slow down your computer and prevent it from connecting to the Outschool classroom. 

"Why am I seeing the Test Zoom Connection button, and how can I join the class?"

The Test Zoom Connection button will be shown before your first Outschool class and allows you to ensure Zoom is setup correctly before joining the class. The Test Zoom Connection button will permanently change to the Join Live Meeting button 15 minutes before the start of class.

Please note that the Test Zoom Connection button will not automatically change to Join Live Meeting when it is 15 minutes before class, so please refresh the classroom page to see the Join Live Meeting button.

"Why is the Join Meeting Button disabled (greyed out), and how can I join the class?"

The Join Live Meeting button will be disabled (greyed out) until 30 minutes before the next start of class.

"The classroom does not load, and I cannot get into class."

For general loading issues, it's often helpful to start by refreshing the browser to give the content another chance to load correctly. If this doesn't resolve the issue, the next recommended step is to clear your browser's cache and cookies before attempting to access the page again.

"Why can't I access the Help button?"
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If you’re having trouble accessing the Support chat widget on our website, it may be caused by an ad or pop-up blocker.

Here’s how you can troubleshoot this issue:

1. Check Your Browser Extensions: If you’re using Chrome, click on the three vertical dots in the upper-right corner of your browser, then go to Extensions.

2. Disable Ad or Pop-up Blockers: Look for any ad-blocking or pop-up-blocking extensions and temporarily disable them.

Once disabled, try refreshing the page and accessing the chat widget again.

Other issues

Outschool relies on many tools working correctly together.  Many issues can be resolved by restarting one or more of the tools.  If you’re having trouble, we ask that you try these steps before reporting a problem to Outschool.