My student’s audio isn’t working.

Step 1: Confirm that the headset is fully plugged into the device.

Step 2: Within the tutoring session, check that the student’s microphone is turned on.

Step 3: Within the tutoring session, check that the student’s microphone is selected to the plugged in headset – not to the default device speakers.

Step 4: Check that the student has not “blocked” the browser’s microphone access to the tutoring platform. (Unblock Microphone Access Video Tutorial) (Check Device’s Default Microphone Setting Video Tutorial) 

Step 5: If the headset microphone is still not working, please have the student use a backup
headset if available. If a backup headset is unavailable, a temporary solution is to allow
the student to continue participating by unplugging their headset.

Microphone audio is crucial for successful tutoring sessions. If the problem persists, please submit a ticket. The assigned Partner Success Manager to your campus will receive the ticket & help troubleshoot this issue.

OYM Feedback/Support Request Ticket

OYM Audio & Camera Troubleshooting Tutorial