Busuu Live: Set up and Basic Troubleshooting Guide

Whether you are a student or a teacher, the online classroom can sometimes feel like a lot to take in. But don't worry! We're here to provide you with practical tips and solutions to help get you learning.

Throughout this article, you will find how to set up your device for success and how to tackle common challenges such as connectivity problems or device glitches. So, let's get started and turn those technical difficulties into valuable learning experiences!

Initial Set up

1. Make sure you are using a compatible device, along with a functional microphone and camera. You can check more about compatibility with Busuu Live on How do I access Busuu Live Lessons?
2. Check your privacy settings on your device to grant permission to your browser to recognise your camera and microphone:
   • For Windows devices
   • For MacOS devices, check both articles for camera access and microphone access
3. Ensure that your camera and microphone are correctly set up within your browser:
   • For Chrome, you can find instructions here
   • For Firefox, please check the instructions on this link
4. Check that your camera and microphone are recognised on the Busuu Live Lesson portal:
   1. After logging into the Busuu website, click on the  Live Lessons icon in the top navigation bar
   2. Click on your profile icon (round profile picture) at the top-right of the screen
   3. Select Equipment settings
   4. From the Equipment settings window, select the correct webcam, camera and microphone and test that these work (To avoid echo, use the same device for your microphone and speaker)
5. Set your time zone correctly to avoid confusion with your lesson time:
   1. After logging into the Busuu website, click on the  Live Lessons icon in the top navigation bar
   2. Click on your profile icon (round profile picture) at the top-right of the screen
   3. Select  Time settings
   4. Choose the same time zone that you are using on your device. If you are unsure about this and wish to check it on your device settings, you can see how here for Windows and here for MacOS devices

During your lesson

1. Quit all other apps which might be using your camera or microphone (i.e. apps such as Zoom or Skype):
   • For Windows devices
   • For MacOS devices
2. Make sure your computer or device is fully charged or connected to a charger

Basic troubleshooting

If you are experiencing any issues during your lesson, please review that you are using a compatible device and browser and that your device is correctly set up according to the Initial Set up and that you've followed the steps set out in the During your lesson section.

If you are still having issues with connecting to the lesson

1. Check that your network can reach our lesson provider by completing the test on https://app.chime.aws/check
2. Check that you are using the latest browser version
3. Disable any ad blockers or extensions which might negatively impact access to your network (if you are unsure, simply disable them all!)
   • See how to disable ad blockers and disable extensions for Chrome
   • See how to disable extensions for Firefox or use Troubleshoot Mode
4. If your browser is up to date, try switching to a different compatible browser
5. Restart your device
   • For Windows
   • For MacOS
6. Check if an update is available for your operating system:
   • For Windows
   • For MacOS
7. Disable any Windows Firewall, Windows Defender, or third-party antivirus programs (McAfee, Symantec, Norton, Kaspersky, Avast, etc.), as these programs can sometimes block access to the other user on the call
8. Try switching to a different device if available

If you are still having issues with your camera and/or microphone

1. Complete the steps provided within the Initial Set up (1-4) to verify a correct setup
2. Complete the steps provided within the If you are still having issues with connecting to the lesson section
3. If your camera is not recognised on your device:
   1. Complete the troubleshooting for Windows
   2. Complete the troubleshooting on Mac
4. If your problems are related to your microphone:
   1. Complete the troubleshooting for Windows
   2. Check permissions on Mac

If the problem persists

Please take a console screenshot to show our team the exact error. Here’s how:

1. Right-click on the screen when the issue occurs
2. Click Inspect
3. Go to the Console tab
4. Take a screenshot of the text, including any red error messages
5. Send the screenshot along with a brief description of the problem to livesupport@busuu.com