The occasional technical issue is inevitable as an online tutor – whether it’s your first session or your 100th session here is your perfect troubleshooting guide.


1. The student can’t connect at the beginning of the session

Reason one: High PING:

If the student’s ping is higher than 500 it means that they have a weak connection.

This can lead to a choppy, frozen, or disconnected video call.  

The first solution to try

Use the chat on the left sidebar to contact your student. Write something like “Hi (NAME)! I can see that your connection is a little weak. We can fix this! Close out of any other programs or windows/tabs that you have open. Then close and reopen Google Chrome and reconnect to the session. Let’s see if that works.”

The second solution to try

If you’ve already tried to close everything and refresh a few times and the video quality isn’t any stronger, then at this point you can ask your student if he/she would be willing to switch to Zoom.

Zoom is extremely easy to use and you don’t need to share your contact details with the students, and also your students don’t need to download the app to join the call. Make sure YOU install Zoom on your computer as a back-up. Alternatively, you can use Skype (not recommended). You can either share your personal account or create a specific Fluentify/ English Teaching account. If you do switch to Skype or Zoom always make sure to write a note to the customer service ( at the end of the session informing them that you had to switch and give the name and ID number of the student.

Reason two: The student isn’t using Google Chrome

The Fluentify platform is designed specifically for use with Chrome. If your student is experiencing connection problems ask them which browser they are using. If they are using another browser, ask them to switch to Chrome.This should solve your connection issues.

Reason three: The student is using a tablet or a phone

First, make sure the student is using the Fluentify App (Fluentify Live) if using an Apple device because it is usually impossible to connect via Chrome.

If the student is using a non-Apple device (i.e. Android), he/she should be able to access Fluentify via the Chrome app.

While Fluentify tends to work pretty well via mobile, you are more likely to experience connection issues when not using a computer. Inform your student of this and recommend that he/she try to use a computer for the best possible quality session. If the student can’t switch, try to complete the session as much as possible. You might need to refresh from your end often and the student may have to close out of the app and login again if you experience more issues.

2.You can’t hear the student or vice versa 

This is usually a simple issue of microphone connection.

Solution one

For the side whose microphone isn’t working- close Chrome and reopen. This will solve the issue 99% of the time.

Solution two

If it still doesn’t work, the person should go into their personal computer settings and check for the ‘sound’ options to make sure that the ‘output’ sound is connected to the headphones rather than internal microphone (or vice versa if the student isn’t using headphones).

Solution three

It could also be a headphone problem – try unplugging and plugging in headphones to see if there is a change.

If none of these things work, try to switch to Skype to see if the audio works there. 

3. You can hear the student but can’t see them 

This is usually a connection issue from one side.


Check the PING numbers and follow the steps above. Stay calm and patient. Sometimes you’ll be working with students who may not be very tech savvy, so make sure to explain slowly and clearly how to complete the steps above.

When there are major issues or you can’t complete the session at all, you can switch to Zoom or Skype. However, you must always write to the customer service (via the chat box or at and leave a note about the session time, student + ID, and what happened.

4. You have finished one session but can’t open the next one


A simple ‘refresh’ of your session page will bring you directly to your next session.

When a tutor closes a session, it takes a few seconds for the feedback popup to load. Then if you have another session directly after, you have to wait another few seconds for the ‘go to your session’ popup, and this all adds up to at least 30 seconds of lost time between sessions. However, if you wait until exactly the 30’ countdown and then hit ‘refresh’, you will be automatically transferred to your next session, all in the span of about 4 seconds!

5. Someone starts hearing their voice echo


The OTHER person needs to refresh. I’m sure it has happened in the past that out of nowhere, either you or your student can hear a terrible echo of their own voice. Here’s a trick- it’s not the echoing person that has to refresh, but the non-echo person. So the next time your student complains of an echo, make sure that YOU do a quick refresh and it should all be fine.

6. Open articles, videos, other resources in another WINDOW rather than a tab

We all know that our PINGS can be very sensitive… you click on a link to a document or article and all of a sudden your PING shoots up to 5000! In the future, open up that resource in another window rather than in a tab next to your Fluentify session. When you do this, it affects your internet connection much less and you are able to use the resource while working with your student simultaneously.

7. Your student can’t see the chat messages


If your student can’t see what you’re writing in the chat, close the session window and continue writing to the student from the ‘messages’ section on the homepage. When you close the session window, the student’s chat automatically opens and they will finally see your messages. Once they have seen the chat and how it works, you can jump back into the session.


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