Fix sound or video problems during a class

If there is no sound in your online class, check the microphone button and your video tile for Muted, then the Microphone and Speaker lists in Settings. The checks below cover each problem in turn. Most controls sit in the bar along the bottom of the KalaSudha class room. If the checks do not fix it, leave the class and rejoin.

Nobody can hear you

1. Look at your own video tile. If it says Muted, press the microphone button in the bottom bar.
2. Press the gear icon to open Settings. Check that the Microphone list shows the microphone you are using.
3. A message starting "Could not access your" means your browser is blocking the microphone. Allow it as Set up your camera, microphone and sound for a music class shows, then reload the page.
4. Close other apps that use the microphone, such as another video-call app.

While you fix it, type to your instructor in the chat and press Send.

You cannot hear your instructor

1. If a Click to enable audio button appears, press it. Your browser held the sound back until you clicked.
2. Check your device's volume and that your headphones are plugged in or connected.
3. In Settings, if a Speaker list shows, choose your headphones. If it does not show, choose them in your device's sound settings.

Your camera does not show

1. Press the camera button in the bottom bar.
2. In Settings, choose the right camera under Camera.
3. Close other apps that use the camera.
4. Allow the camera in your browser's site settings and reload the page.

Sound breaks up or the picture freezes

• Move closer to your router, or connect with a cable.
• Pause downloads and other video calls on the same connection.
• Turn your camera off for a minute. If the sound recovers, your connection is struggling with video.
• "Connection failed, retrying..." means the room is reconnecting by itself. Wait a few seconds.
• On a workplace or school network, the class room may not connect at all. Switch to home broadband or mobile data.

Your second microphone will not connect

If the second device shows "Unable to connect the companion device", press Try Again. Check that the device is signed in to the same KalaSudha account as your main device; use the sign-in page if not. Your main device must stay in the class.

Leave and rejoin

1. Press the red phone button in the middle of the bottom bar to leave.
2. If you are signed in, you land on My Meetings. Press Join Meeting again while the class is still running.
3. If you joined as a guest, open the link in your invitation email again in the same browser. You go back in without a new code. In a different browser, or after you have closed the browser, request a new code.
4. If the page shows "Unable to join the meeting", press Try Again. If it still fails, reload the page and check your internet connection.

When a join fails, the page reports the error to us.

If this does not work

Email [email protected] with the class name and start time. Name your device and browser, for example "laptop, Chrome" or "phone, Safari". Add the exact message on screen, or a screenshot, and the checks on this page you tried.

We reply within one working day. You can also use our contact form. See Contact us.