What to do when you're experiencing technical 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:

1. Log out of the portal and close all windows.

2. Clear both the cookies and cache of your Google Chrome.

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

4. Access the portal from a Google Chrome Incognito window. Make sure you are accessing the Ringle Tutor portal as opposed to the Student portal.

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

   

5. If the above steps do not resolve the issue, try clearing the host cache:

   1. Open a new window and open the following link by typing it in manually: chrome://net-internals/#dns.
   2. Enter “ringletutor.com” as the Domain, and click “Lookup.” Then, click “Clear host cache.”
   3. Restart your PC or laptop
   4. Access the portal from a Google Chrome Incognito window.

6. If none of the steps above work, try a different network/hot spot or contact your network provider.

2b. In-lesson tech issues:

If you experience a technical issue during a lesson, you must leave us a note in 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-right 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:

• “Sound issue”
• “Video issue”
• “Can’t see the Ringle Doc”
• “Zoom won’t launch” or “Student has entered, but I can’t see them”
• “Student has requested to end early”
• 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 technical 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.