If technical issues occur during class, there are a few quick steps that often help resolve the problem and allow the lesson to continue smoothly.
The goal should be to try a few simple checks first, while keeping troubleshooting brief and returning focus to the class where possible.
Suggested Approach During Technical Issues
When the cause of an issue is unclear, try to avoid assigning blame or giving inaccurate information, using neutral and practical language such as:
- “Let’s try reconnecting first.”
- “It may be a temporary technical issue.”
- “Refreshing the page often helps in these situations.”
- “The Twenix team can investigate further if needed.”
Try to avoid promising students things like refunds, rescheduled classes, or other outcomes. These can be changeable, and so the best plan is to assure them that the Twenix team will ensure the matter is dealt with.
Quick Checks
If you experience technical issues during class, try the following:
- Refresh the classroom page
- Fully close the browser and re-enter the classroom
- Close unnecessary tabs and applications
- Use the latest version of Google Chrome on a desktop or laptop
- Disable VPNs, ad blockers, or browser extensions where possible
- Check that your microphone and browser permissions are enabled
Ask the Student to Try the Same
If the issue appears to affect both sides of the classroom, you can also ask the student to:
- Refresh the page
- Exit and reconnect to the classroom
- Fully close and reopen the browser
- Close unnecessary tabs or applications
Keep Troubleshooting Brief
In many cases, reconnecting or refreshing resolves temporary classroom issues quickly.
Try to avoid spending large portions of class time troubleshooting. If the issue continues after basic checks, it may be best to report the problem and end the class if necessary.
If the Class Cannot Continue
If technical issues prevent the class from taking place for more than 15 minutes, teachers may report the issue and end the class where appropriate.
Please make sure to include as much information as possible when reporting the issue, including:
- Description of the problem
- Approximate duration
- Any troubleshooting steps attempted
- Screenshots if available
How to Contact Support
Teachers can contact Teacher Support through:
- The chatbot on the platform
- Email: support-teacher@twenix.es
If you want to direct students to their support team, let them know they can use the chat bot on the platform, or email support@twenix.es