Fixing Audio and Video Issues

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Fixing Classroom Audio and Video Issues 

If you are experiencing issues with the BigBlueButton virtual classroom, such as audio/video, or class launching issues, try each of these steps until functionality is restored.

See the Chrome Update and Clear Cache sections if you are an educator experiencing issues with launching your class.

Check Physical Connections

1. First, check all physical connections to your PC, including plugs and jacks. It’s best to disconnect and reconnect all devices to make sure there are no loose connections. 
2. While you’re at it, also check each cable for physical damage. Make sure no cables are being pulled tightly, as this could lead to internal damage. If the cable is damaged, you may need to replace it.
3. If you’re using a Bluetooth headset, external speakers, or another wireless sound device, you’ll need to check that it’s properly connected to the PC. 

Check Device Permissions

Follow these steps to give the browser permission to access the computer's microphone and webcam.

1. In Chrome, click the icon next to the address bar at the top.
2. Click the toggle switches for the Camera and Microphone to the on position, click on the classroom window, and then click the "Reload" button

3. 

• See the Setting up your Audio and Video portion of this article for detailed instructions.
• If you do not see switches for your audio and camera devices, try Clearing Cache and Cookies in Chrome Browser. 

Update Chrome Browser

Manually update Chrome browser by checking the following link: chrome://settings/help, then click the Relaunch button after it updates. Or use the following steps.

1. On your computer, open Chrome.
2. At the top right, select More Help About Google Chrome.
3. Select Relaunch.
   • If you can't find the “Relaunch” option, you're on the latest version.

• Refresh the page in order to set up your audio and video settings, and skip to the Setting up your Audio and Video portion of this article.

Clearing Cache and Cookies in Chrome Browser

Follow these steps to clear your browser's cache and cookies.

1. On your computer, open Chrome.
2. At the top right, click More and then Delete browsing data.
3. Select All time for the time range.
4. Click Delete data.
   • You may need to log back into your Fullmind account after this step.
   • Refresh the page in order to set up your audio and video settings, and skip to the Setting up your Audio and Video portion of this article.
   • If the issues persist after this step, manually update Chrome browser using the following instructions.
      

Setting up your Audio and Video on BBB

Follow these steps to set up the computer's audio and video devices once you've rejoined the classroom after performing the previous instructions.

1. After joining the class, you will be prompted to choose a method of joining the meeting.
   • If you are already in the class, refresh your page to restart the audio/video setup process.
2. Select the option to join by Microphone.
3. If this is the first time you have joined a class with Fullmind, your browser may ask you for permission to use the microphone.
4. Allow your browser to have access to use your microphone and confirm that the correct microphone and speaker source are correct before selecting to Join Audio. 

5. You may be prompted to do an echo test. Please speak a few words and see if you can hear yourself. If you can, please choose the green thumbs-up button (yes). Other people in the class session will not hear you during the echo test.
6. Once you have successfully joined the audio, you will see a notification in the top right corner of your screen.

• Note: if you did not join the audio before entering into the virtual classroom, you can always click the Join Audio button at the bottom of your screen to repeat the option of joining by microphone. 

If you have a spare microphone, headset, or webcam, try connecting it to your PC, then rejoin the session. If your audio and video are still not working after completing all these steps, then restart your PC. 

If restarting your PC did not fix the issue, and your PC is on loan from the school, please reach out to the school's tech department to request that they inspect or replace it for you.

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Class won't load, class won't launch, lagging, muted, sound issue, audio, video.

Need additional help?

[e-mail]

https://fullmind.zendesk.com/hc/en-us.