Troubleshooting
Common issues and solutions for Ada™ conversations and 1:1 live lessons.
Ada™ Troubleshooting
If you are experiencing issues with Ada™ voice conversations, follow the steps below for your device.
Browser Requirements
Google Chrome
Recommended. Full support for voice input and output on all platforms.
Microsoft Edge
Fully supported. Works well on Windows and Mac.
Safari
Supported on Mac and iOS. Make sure Safari is up to date.
Microphone Setup
Ada™ requires microphone access to hear you. When you start a conversation for the first time, your browser will ask for permission. Make sure to click "Allow".
Tip: If you accidentally blocked microphone access, you can re-enable it from your browser's site settings. Look for the lock or info icon in the address bar.
PC/Mac — Microphone Not Working
- Check that your microphone is not muted at the operating system level. On Windows, right-click the speaker icon in the taskbar and select "Sound settings". On Mac, go to System Settings > Sound > Input.
- In your browser, click the lock icon in the address bar and make sure Microphone is set to "Allow" for ne.institute.
- If you are using an external headset or microphone, make sure it is selected as the input device in both your OS sound settings and your browser.
- Close other applications that may be using the microphone (e.g., Zoom, Teams, Skype), then refresh the page and try again.
Mobile — Microphone Not Working
- On iPhone/iPad: Go to Settings > Safari (or Chrome) > Microphone and make sure it is set to "Allow" or "Ask".
- On Android: Go to Settings > Apps > Chrome (or your browser) > Permissions > Microphone and make sure it is enabled.
- Make sure no other app is actively using the microphone. Close any open video or voice call apps, then return to Ada™ and try again.
1:1 Lesson Troubleshooting
If you are having audio or video issues during a live lesson with your instructor, try the following steps.
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.
- Verify that your browser tab is not muted. In Chrome, right-click on the lesson tab and select "Unmute site". Also try switching your audio output device.
Echo During Lesson
- Use headphones or a headset. Echo almost always occurs when your speaker audio is picked up by your microphone.
- 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
If there is a persistent delay between audio and video, exit the lesson room completely and re-enter from your dashboard. This forces a fresh connection and usually resolves sync issues.
Still Need Help?
If the solutions above did not resolve your issue, our support team is happy to help. Contact your Learning Success Manager or reach out directly.
Email hello@ne.institute