I can't enter the classroom!
-Make sure you have downloaded the app for your Mac and are logged in to the app.
I can't open the app!
-Check your security center to make sure you don't have the app blocked automatically.
The app is slow/laggy
Check your internet speed to a Chinese server. Speedtest by Ookla is one that allows you to change the server and see how fast your connection to us is. If the connection is slow, please move closer to the router and/or plug directly into the ethernet cable for a more stable connection. What is a good speed test result?
It is always a good idea to restart your computer before class to make sure you are not running any other programs in the background and that you will get the smoothest connection.
The sound is bad/echo-y
Please make sure your child is using a headset with a microphone, if possible. When you enter class, click at the bottom of your child's screen to enter settings. There, you can select a camera/microphone input source and also test the sound. We recommend doing this before class begins to ensure the best results.
If the headphones/microphone stop working, unplug them and change the source in settings.
(Cute baby for attention. Unfortunately, he/she is too young to take our classes.)
My sound input/output is not working!
Please check in "Security & Privacy" to make sure you have given the app permission to use the microphone and the camera.
Please test your classroom before class so that you will not miss class time.
If you have issues that you cannot resolve, please contact us at firstname.lastname@example.org and we can try to help troubleshoot. Please send clear, full-screen photos and/or screenshots of the issue and your speed test to a Chinese server.
We recommend always keeping a back-up device handy so that your child can switch devices if one device is not working.
*If the problem is with your hardware or internet connection, you will not be recredited for the class. If we have a server outage, we will recredit any missed classes. If the teacher has a technical issue that causes them to not be able to complete the lesson, we will also recredit the class.