Help Center
How do I troubleshoot video or audio issues during a mentorship?
If you experience video or audio issues during a mentorship, please follow these troubleshooting steps to resolve the issue:
- Check your internet connection: Ensure that your internet connection is stable, with sufficient bandwidth for video conferencing. A wired connection is recommended for the most reliable experience, but a stable Wi-Fi connection should work as well.
- Restart the session: Sometimes, closing the session and restarting it can help resolve minor connection issues. Log out and log back in to ensure the session is refreshed.
- Test your device settings: Verify that your camera and microphone are properly connected and selected within the session. You can check this by ensuring the correct device is chosen in the settings section of the platform.
- Update your browser: Make sure that your browser is up to date. Using an outdated browser can cause compatibility issues. If you are using a mobile device, ensure the app (if applicable) is also updated to the latest version.
- Disable conflicting applications: Ensure no other applications on your device (such as video conferencing software, screen-sharing apps, or other media players) are using your camera or microphone.
- Clear browser cache: Sometimes, clearing your browser's cache and cookies can resolve display or functionality issues. You can do this through your browser settings.
- Contact support: If the issue persists despite these steps, please contact our support team at support@iknowly.com. Provide a detailed description of the issue, including any error messages, the device and browser you are using, and steps you have already taken to resolve the problem. Our team will investigate the issue and assist you in resolving it promptly.