Troubleshooting
Ada™ Troubleshooting
For the full guide, see Ada™ User Guide
The Ada™ experience is best from a PC.
Use a supported browser and make sure it’s up to date. Ada™ supports Google Chrome, Microsoft Edge, and Safari.
- Chrome: Update Google Chrome
- Edge: Checking for updates
- Safari: Update to the latest version of Safari
The first time you talk to Ada, she will request access to your microphone. Allow full access to your microphone.
If you have microphone issues on your PC…
- Your speaker and microphone are on, and the volume is turned up. (Headphones recommended.)
- Your microphone is enabled in your browser settings.
Press the red “CLICK TO TALK” button to start talking. The send button will flash red while talking if your microphone is working.
If microphone issues continue, please try a different browser. Plug-ins or security features may be blocking your access at the browser level.
If you have microphone issues on your mobile device (iOS or Android)…
- Go to your phone Settings.
- Find the application for your preferred browser (Safari or Chrome).
- Make sure the application has permission to access your microphone.
1:1 Lesson Troubleshooting
If…
Teacher Cannot See or Hear You
- Check that your camera and microphone are not muted inside the lesson room. Look for the mic and camera icons at the bottom of the screen.
- Click the lock icon in your browser's address bar and make sure both Camera and Microphone are set to "Allow".
- If you are using an external webcam or headset, verify it is selected as the active device. You can check this in your browser's site settings or in the lesson room's device selector.
- Try refreshing the page. If the issue continues, close the lesson tab completely, then re-enter the lesson from your dashboard.
You Cannot Hear the Teacher
- Make sure your device volume is turned up and not muted. Check both the system volume and any headset volume controls.
- Try refreshing the page. If the issue continues, close the lesson tab completely, then re-enter the lesson from your dashboard.
Echo During Lesson
- Try refreshing the page. If the issue continues, close the lesson tab completely, then re-enter the lesson from your dashboard.
- If you do not have headphones, lower the speaker volume so that the microphone does not pick up the teacher's voice.
- Make sure you do not have the lesson open in multiple tabs or devices at the same time. Close any duplicate sessions.
Video Keeps Dropping
- Check your internet connection speed. NEI lessons work best with at least 5 Mbps upload and download. Try moving closer to your Wi-Fi router or switching to a wired Ethernet connection.
- Close other applications or browser tabs that may be consuming bandwidth (e.g., streaming video, large downloads, cloud backups).
Video or Audio Delay
- Make sure you do not have the lesson open in multiple tabs or devices at the same time. Close any duplicate sessions.
Please see our network requirements