I can’t join SVFF group or I have internet connection problems. What should I do?

Possible Reasons for Connection Issues

The connection quality of your lesson depends on a combination of factors, including:

• Device quality
• Operating system
• Internet environment
• Internet connection strength

When connect to SVFF group in certain communication tool, you’d better use your private Internet connection to avoid running slowly or weakly when you use a public Internet connection. 
Video calls take up quite a lot of data and CPU power, so the less powerful the computer the more CPU resources it has to use to establish a connection.
Having difficulties with connecting in the SVFF group or opening the platform ? If so, check out the following troubleshooting that may help with your situation:

1. Make sure all other applications which may use audio and video are completely closed. For example, you use Skype for studying so you have to close Hangouts, Zoom,...
2. Make sure that your browser has permissions to use your camera and microphone and that you’re using the latest browser versions
3. Make sure your computer or device is fully charged or connected to a charger.
4. Switch browsers: if you are using Google Chrome, try connecting with Firefox. If you’re using Firefox, try connecting with Google Chrome.
5. Restart your computer/device
6. If you have another computer or device, try switching devices
7. Disable any Windows Firewall, Windows Defender AntiVirus programs (McAfee, Symantec, Norton, Kaspersky, Avast, etc) as these programs can sometimes block access to the other user.
8. In case you cannot access our platform although you follow our instructions, you should screenshot and announce your problems to the SVFF center and your teacher. 

*How to take a screenshot
Windows: Press the Windows key and Print Screen at the same time to capture the entire screen. Then click your right mouse, choose Paste.
Mac: To take a screenshot, press and hold these three keys together: Shift, Command, and 3. If you see a thumbnail in the corner of your screen, click it to edit the screenshot.
Send the screenshots to the SVFF group or our email svffvn@gmail.com. We will check and help you to solve the problems. 

 
Other problems with using the SVFF group? 

1. No video or Mic source

Check if your browser has enabled your communication tool to access your camera or microphone.

Check the “Camera” and “Micro” symbols are turning on or off

• Check if you have turned on other video software such as Skype or Zoom. Turn them off first and re-enter.
• If you have connected with an external camera or microphone, make sure you have selected the correct input source.

1. My teacher and I have both entered the classroom, but we can’t see each other.

Your teacher and you have to check your Internet connection, camera connection and devices. If not, please end the call and try to call again. 

1. I have selected Skype as a communication tool for my lesson/package. But I want to switch to Hangouts or Zoom. How can I do that?

SVFF creates a group for you and your teacher by using the email and communication tool you choose when registering a 30-minute trial class. However, if you want to use other communication tools, you have to ask SVFF and your teacher so that we can help you to create a new group. 

Tips for Troubleshooting Connection Issues

Your Devices

• If you’re using a mobile device, we recommend switching to a computer for a more stable connection.
• Make sure your device is fully charged or connected to a charger.
• Restart your device or switch devices.
• Update your computer operating system.

Programs and Applications

• Turn off all other background apps and programs which use audio or video (such as Skype, iTunes, VLC media player, etc.).
• Switch browsers (Chrome, Firefox, or Safari) or update. Make sure your Chrome or Firefox browsers are updated. If you’re not sure, find out with this link.
• Switch to another wifi network.