Fix sound or video problems during a class

Start with the quick checks for your problem below. If they do not fix it, leave the class and rejoin. Most controls sit in the bar along the bottom of the class room.

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. If a message starting "Could not access your" appears, your browser is blocking the microphone. Allow it in the browser's site settings, as shown in Set up your camera, microphone and sound for a music class, then reload the page.
4. Close other apps that use the microphone, such as Zoom, Teams or WhatsApp.

You cannot hear your instructor

1. If a Click to enable audio button appears, press it. Your browser held back the sound until you clicked.
2. Check your computer'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 computer'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, then allow the camera in your browser's site settings and reload.

Sound breaks up or the picture freezes

• Move closer to your router, or connect with a cable.
• Pause downloads, streaming and other video calls on the same internet 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.

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.

If this does not work

Email [email protected] and tell us:

• the class name and start time
• your device and browser, for example "Windows laptop, Chrome"
• the exact message on screen, or a screenshot
• which checks on this page you tried

You can also use our contact form. See Contact us.