Handling Technical Issues While Teaching Online

Symptoms: Choppy sound, echoing, can't hear student, student can't hear you

Instant fixes:

• Ask student to unplug/replug headphones
• Check your mic isn't muted (icon in Zoom/platform)
• Close other applications using audio
• Ask student to turn off video temporarily (reduces bandwidth)
• Switch from computer speakers to headphones

Prevention: Use quality USB headset, test audio before each session, close unnecessary programs

Symptoms: Video freezes, moves in slow motion, pixelated image

Instant fixes:

• Both turn off video temporarily, use audio only
• Stop screen sharing if active
• Close other browser tabs/applications
• Ask student to move closer to WiFi router
• Restart meeting/reconnect

Prevention: Hardwire ethernet connection when possible, teach during off-peak internet hours, invest in quality internet plan

Symptoms: Student can't see your shared screen, or you can't share

Instant fixes:

• Stop sharing and restart
• Share specific window instead of entire screen
• Check platform permissions (allow screen recording on Mac)
• Have backup: send materials via chat/email instead
• Use alternative: describe verbally and type in chat

Prevention: Test screen sharing before student joins, keep materials accessible in multiple formats

Symptoms: Link doesn't work, platform errors, can't find meeting

Instant fixes:

• Send alternative link via SMS/WhatsApp/email
• Create new meeting room and send fresh link
• Switch platforms (Zoom to Google Meet, or vice versa)
• Offer phone call for audio-only lesson as backup
• Reschedule if truly impossible - don't waste their time troubleshooting

Prevention: Send reminder with link 24 hours before lesson, verify student has platform app installed

Always Have Ready:

• Alternative platform: If primary platform fails, switch to backup (Zoom + Google Meet + Skype)
• Phone number: Exchange numbers with regular students for emergencies
• Offline materials: Downloaded PDFs student can access even if screen share fails
• Conversation topics: List of discussion questions requiring no materials
• Mobile hotspot: Phone data as backup if home internet fails

• "Let me try something quickly - give me just 10 seconds"
• "Technology can be frustrating - thank you for your patience"
• "I'll add 5 minutes to the end to make up for this"
• "If this doesn't work in 2 minutes, let's switch to [backup plan]"
• "This is on my end - I'll get it sorted quickly"

• "I don't know what's wrong" (shows incompetence)
• "This always happens" (why haven't you fixed it?)
• "It's not my fault" (defensive, unhelpful)
• Long explanations of technical details (wastes time)
• Blaming the student or their internet (unprofessional)

Common issues:

• "Please update Zoom": Do it before lessons, not during
• 40-minute limit (free): Have new link ready, send before time expires
• Breakout rooms not available: Need paid account
• Participant can't unmute: Check if you accidentally muted them

Common issues:

• "You need permission to join": Make meeting open to anyone with link
• Chrome-only features: Some functions require Chrome browser
• No dial-in option (free): Upgrade for phone access

Common issues:

• Both need accounts: Student must create Skype ID
• Call quality varies: Dependent on both internet connections
• Screen sharing laggy: Reduce video quality during screen share

5 minutes before each lesson:

1. Close unnecessary applications and browser tabs
2. Test camera (is it clear? well-lit?)
3. Test microphone (any background noise?)
4. Check internet speed (minimum 5 Mbps for video calls)
5. Open lesson materials in separate windows
6. Silence phone and notifications
7. Have backup platform open in another tab
8. Water and any props ready within reach

Clear Policy Helps

Your fault (offer makeup or refund):

• Your internet failed completely
• You were late due to technical issues
• Your equipment malfunction prevented lesson
• Lost more than 10 minutes of lesson to your tech problems

Student's fault (no refund typically):

• Their internet problems
• They couldn't figure out platform (if you sent instructions)
• Their device malfunction

Mutual/unclear (offer partial makeup):

• Platform itself crashed
• Neither internet at fault, just connection between you
• Weather/power outage in area

Good customer service sometimes means offering makeup lesson even when not strictly your fault

Worth the investment:

• Quality webcam: Logitech C920 or better ($70-100) - clearer than laptop camera
• USB headset with mic: Logitech H390 ($30-40) - better than earbuds
• Ring light: ($20-50) - professional lighting improves video quality
• Ethernet cable: ($10) - hardwired more stable than WiFi
• Backup laptop/tablet: Can switch devices if primary fails

• Upgrade to higher-speed plan if teaching full-time
• Position router centrally in home, or move teaching space closer
• Teach when others in household aren't streaming
• Use 5GHz band instead of 2.4GHz if available
• Contact ISP if consistent issues - may be line problem

Your attitude affects student experience

• Stay positive: "We'll figure this out together"
• Set time limits: Don't waste 20 minutes troubleshooting
• Have sense of humor: "Technology keeps us humble, right?"
• Take responsibility: Even if not your fault, lead the solution
• Move forward: Once fixed, transition smoothly back to lesson