Audio/Video FAQs

Below find some answers to frequently asked questions about common A/V issues.

Why can't I see video?

Why isn't my video working?

Why can't I hear anything?

Why can't they hear me?

Why do I hear an echo of my voice?

Is there an audio bridge?

Why can't I see video?

There are two possible reasons why you may not be able to see the other participant's video:

1. The other user may have turned off their video.
2. When starting an online lesson, the online tool will run a test in the background to determine whether a user has enough bandwidth to display video. If there is not enough bandwidth available, the user will be automatically switched to audio-only in order to provide the best possible experience for both participants.

Why isn't my video working?

There are a number of reasons why your video may not be working. Test your settings here.

Additionally, try these troubleshooting steps:

1. Make sure you've granted permission in your web browser to Wyzant
2. Make sure you've chosen a default video setting (e.g. If your device has more than one camera.)
3. Make sure your camera is enabled and/or attached

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Why can't I hear anything?

There are a number of reasons why your audio might not be working. Test your settings here.

Additionally, try these troubleshooting steps:

1. Make sure you've granted permission in your web browser to Wyzant
2. Select a default audio output from your computer's settings
3. Make sure your device is not muted
4. Try using a different headset

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Why can't they hear me?

There are a number of reasons why your audio may not be working. Test your settings here.

Additional troubleshooting steps include:

1. Make sure you've granted permission in your web browser to Wyzant
2. Select a default audio output from your computer's settings
3. Make sure your device is not muted
4. Try using a different headset

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Why do I hear an echo of my voice?

It is common to hear an echo if you are not using headphones. For the best experience, it is strongly recommended to always using a headset or headphones.

Below is a list of things that you could also try to reduce echo:   

1. Reduce the volume of your speakers.
2. Reduce the sensitivity of the microphone. This will require a change in settings via Control Panel (for PM) or System Preferences (Mac).

To determine the cause of echo, you could try the following:

1. Rejoin the session from a different computer. If the echo has reduced, then there is most likely an issue with the hardware on your previous computer.
2. Create a new session, then join the session. If the echo has reduced, then there is an issue with this particular chat room caused by the other user. In this case, selective muting (muting a user when they are not talking) can help. 

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Is there an audio bridge?

Audio bridges are not utilized in the online tool. However, you can opt for audio-only lessons using the online tool. Keep in mind that the lesson will become idle after 30 minutes, so you will want to move the mouse occasionally in order to keep it from closing.

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For additional troubleshooting tips, check out this article.