Class: Troubleshooting Guide

Last updated: January 10th, 2023.

General Troubleshooting Steps

  • Leave Class session and rejoin.
  • Log out and back in.
  • Close application and restart.
  • Clear Class app cache:  Windows instructions   |   Mac   |   Android   |   ChromeOS
  • Uninstall and reinstall Class.
  • Restart your device.

 

 

Unable to launch Class
  • Ensure the Class application has been downloaded and that you are in the latest version.
  • Close app and rejoin.
  • Check your operating system to see compatibility.
  • Uninstall and reinstall the application.
Learner stuck on “Waiting for Instructor to Start” message
  • Close app and rejoin.
  • If joining from meeting ID and password, try to use the meeting link and vice versa.
Learner stuck on “Waiting to be Admitted to the Class” message
  • Instructor admits learners from Waiting Room.
  • Learner closes app and rejoins.
Learner stuck on “Waiting for Instructor to Start” message
  • Close app and rejoin.
  • If joining from meeting ID and password, try to use the meeting link and vice versa.
Learner does not see launched activities, screen share, or peers’ video
  • Instructor confirm the learner is verified.
  • Instructor relaunches activity.
  • Learner toggle from the Activity or Screen Share tab to the classroom and then back to the Activity or Screen Share tab.
  • Learner leaves Class and rejoins.
Learner’s video panel is gray
  • Turn video off then back on.
  • Make sure you toggle the correct video source.
Learner can hear others but others can’t hear them
  • Make sure you toggle the correct output device as Class will default to your default preferences.
  • Ensure you are on the latest version of the Class application.
User did not receive the notification/ pop-up to join a breakout room It might be hidden on another screen or under another window:

  • Windows: Select the Class application in the taskbar to display all Class dialogs including the invitation dialog.
  • Mac: Right-click the Class app in the macOS Dock, select “Show all Windows” and the breakout room dialogue box will show up in the foreground.
Learner not able to screen share
  • Ensure the instructor has turned on screen sharing permissions (instructions here).
  • If on macOS, enable Class to screen record via the System Preferences. Step-by-step instructions listed here.
Learners could hear but couldn’t see anything (blank screen)
  • Leave and rejoin Class.
  • Clear Class app cache and rejoin Class.
Scaling issues – learner are too zoomed in
  • Make sure the display is set at 100% display scale.
  • Try maximizing/minimizing the application.

Contact our Support Team

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Support Number: 888-975-1112 | 24/7 End-user support  |  Premium SLA: 24 hours  |  Standard SLA: 72 hours
Class Support Services Guide