How to solve technical issues with Rihisi Classroom

Video and audio issues: first-aid kit

1. If you’re experiencing issues with your microphone or camera while trying to connect via Rihisi Classroom, try the following.

Make sure that no other applications that use your microphone and/or webcam are opened simultaneously on your computer.
If you’re using an external camera or headphones, make sure they’re properly connected to your computer. Check that the sound on your device isn’t muted.

2. Try a different browser. Make sure it’s updated to the latest version.

We recommend using Google Chrome on most devices for the best view of Rihisi Classroom. However, we support the latest versions of other browsers like Firefox, Opera and Safari and i and Microsoft Edge.

We don’t support Internet Explorer, Amazon Silk, FireFox Mobile.
3. Check your internet connection and reload the Rihisi Classroom page.

If the technical problem with the Rihisi Classroom persists, send a message to your student or tutor and use a different video communication tool, such as Skype or Zoom.

After finishing your lesson, please contact our support team with a detailed explanation of the problem. We’ll work on a solution to improve your experience.

Other video and audio issues and how to solve them

Problem: My video or audio is disabled.

Solutions:

Make sure you’ve allowed access to your camera and microphone.

To check in Google Chrome or Firefox, click the lock icon in the address bar. Make sure your camera and microphone are set to ‘Allow’.

In Safari, right-click the address bar, choose ‘Settings for This Website…’ and set camera and microphone to ‘Allow’.

Problem: The other person’s video or audio isn’t working.

Solutions:

Message the other person via the chat on Rihisi and ask them to allow access to their camera and microphone using the instructions above, or switch to another browser and try again.

Ask your student/tutor to make sure they are not on mute in Rihisi Classroom.

Problem: I can’t share my screen.

Solutions:

Make sure you’re using a supported browser on a desktop computer. Currently, Google Chrome, Safari and Firefox support screen sharing.
Only one person can share their screen at a time. If your student or tutor is sharing their screen, ask them to stop before sharing your screen.
Make sure you’ve allowed screen sharing access in your browser:

In Google Chrome, choose what you’d like to share and allow Rihisi to share your screen when you see this pop-up in your browser

In Safari, allow Rihisi to observe your screen when you see this pop-up

In Firefox, make sure you allow Rihisi to share your screen when you see this pop-up from your browser

If you’ve disabled access to your screen in Firefox before, click the lock icon in the address bar and remove the cross that blocks screen sharing. Then, allow Rihisi to see your screen as shown in the screenshot above.

Problem: I can’t see the other person’s screen when they’re sharing it.

Solutions:

Ask your student/tutor to follow the steps described above (Are they using a supported browser? Did they allow access to their screen?)
Only one person can share their screen at a time. If you’re sharing your screen, you need to stop sharing before the other person can start.