What to do when you're experiencing tech issues on Ringle

Contents

1. Summary
2. Major types of issues
   1. Cannot access the website or enter a lesson
   2. In-lesson tech issues
3. Where and how to report tech issues

1. Summary

<aside> ⚠️ In the case a tech issue prevents you from conducting a lesson, you must:

1. Contact us within the first 5 minutes of the lesson’s scheduled start time.
2. Document your efforts to proactively troubleshoot the issue on your own.

Even if we are not able to respond to your report immediately, this will ensure that we have a record to which we can refer in order to determine the origin of the issue, your Star-Strike Status, Promotion Points, and compensation accordingly.

</aside>

2a. Cannot access the website or enter a lesson:

First, make sure that you're accessing the site under ideal conditions. We recommend that you:

1. Make sure you are accessing the Ringle Tutor portal as opposed to the student side.

   If you see social login options at the bottom, you are on the student’s side:

   

2. Check your WiFi is working & diagnose connectivity issues

3. Ensure your firewall or antivirus software isn’t blocking access to Ringle

4. Use Google Chrome

5. Clear your browser cache and cookies

6. Use an Incognito window

2b. In-lesson tech issues:

If you experience a tech issue during a lesson, you must leave us a note via the in-lesson “Help” button within the first 5 minutes of the lesson’s scheduled start time.

The Help button is available in the upper corner of the lesson space. While this Help chat is not live, it is our first point of reference when reviewing these tech issues.

Click on the toggle to expand each section:

• “Zoom won’t launch” or “Student has entered, but I can’t see them”
• “Sound issue”
• “Video issue”
• What to do if the tech issue persists

3. Where and how do I report?

1. Email us at [email protected] or use the on-site Chat function by selecting the “Tech Issues 🟠” option and following the prompts

2. Describe the tech issue you experienced in detail, and provide a timestamped screen recording or screenshot of what you are seeing on your end.

• Screen recording (Mac)
• Screen recording (Windows)
• I still cannot record my screen.