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How can I troubleshoot for any issues that come up during sessions?

If your pupils are running into any issues during their sessions with Skye, these troubleshooting flow charts should help.

Jenni Hoy avatar
Written by Jenni Hoy
Updated over a week ago

In case your pupils run into any problems during their sessions with Skye, you’ll find some troubleshooting flow charts for the most commonly reported problems below:

Click here to download a printable version of these flow charts to use in your classroom.

I can’t enable my microphone (before the session)

Skye isn’t responding to me


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Skye says my answer is incorrect but it is correct

Skye has got stuck

I can’t hear Skye

General troubleshooting

  1. Make sure you are using the latest version of Google Chrome on a laptop or PC. Check you are up to date here.
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  2. Ensure your IT Lead has unblocked the necessary sites and ports.
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  3. If the audio cuts out intermittently, try refreshing the page or using a different headset.
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  4. Run an internet speed test in the room where the pupils take their sessions. If it reports slow speeds, try moving closer to the access point/router.
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  5. Book in a call with our support team.

If any of your issues persist, get in touch with the team at Third Space Learning who will look into it further and reschedule the session if necessary.

📞 0203 771 0096

📧 hello@thirdspacelearning.com

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