Help Center

What should I do if a mentee reports a technical issue on their end?

If a mentee reports a technical issue, follow these steps:

1. Acknowledge the Issue:
   1. Respond promptly to the mentee, acknowledging their problem. Apologize for any inconvenience caused and reassure them that you'll work on a resolution.
2. Check Your Setup:
   1. Before assuming the issue is on the mentee's side, double-check your own equipment and settings (audio, video, internet connection).
3. Ask the Mentee to Perform Troubleshooting:
   1. Provide the mentee with a list of basic troubleshooting steps (e.g., check their internet connection, restart their device, update their browser).
   2. Encourage them to test audio and video settings before the session begins.
4. Offer Alternatives:
   1. If the problem persists, suggest alternatives, such as rescheduling the session, switching to a phone call, or using another platform for the meeting if necessary.
5. Report the Issue:
   1. If you are unable to resolve the issue, please submit a report on the platform via 'My iknowly' > 'Action Required' > 'Submit a Report'. Our support team will follow up with both you and the mentee.