Varsity Tutors FAQs

Click here to access Chrome Support for instructions on how to install Chrome on your computer.

If you need to contact Technical Support from a session:

Click "Get Help" in the top right corner of your session.

Select "Request Live Support"

Complete the form and tell us a little bit about the trouble you're having.

Click Submit

If you're stuck in a Tech Check:

Click the "Get Help" link at the bottom of the check.

Complete the form and tell us a little bit about the trouble you've encountered.

Click submit.

If we receive your request during our business hours, we will join your session as soon as possible. If we receive your request outside of these hours or over a holiday, we will reply on our next working day. You can also email Technical Support anytime; we usually respond within 24 hours (or on our next working day, if your email arrives over a holiday).

If you're in the session and your audio and video are not working try the following in order until your problem is solved:

Reset Your Connection (estimated time 1-2 minutes depending on your connection)

Hover on "Get Help" in the top right corner of your session

Click on "Reset your App"

This will automatically refresh your connection - you will be automatically taken out of the session and put back in.

Close Chrome (estimated time 1-5 minutes, depending on your computer)

Completely quitthe Chrome browser.

Open Chrome again.

Rejoin your session the same way you joined before.

Clear Browsing History (estimated time 5-10 minutes, depending on the length of history)

How to Clear Browsing History (Cache) in Chrome

How to Clear Browsing History (Cache) in Firefox

After clearing your browsing history, force close Chrome or Firefox as if it's not responding.

Open Chrome or Firefox and rejoin your session.

Reboot/Restart Your Computer (may take 10 minutes or more, depending on your device)

Select the Restart option from the Start Menu (Windows) or Apple icon (Mac)

When the restart is complete, log in to the computer and launch Chrome

Join your session as usual.

If your computer was given to you by your school or your employer, they might have restrictions on the camera and/or microphone so it only works in certain applications (such as Skype) or so it does not work at all. If your computer is from your school or work, please contact their IT Department or Network Administrator for assistance.

If these steps do not help, the trouble is most likely with your internet connection. Please refer to our article regarding internet connectivity for more information.

MAKE SURE YOU ARE USING...

Windows 8 or newer

macOS 10.11 (El Capitan) or newer

DOWNLOAD AND INSTALL...

Google Chrome or Mozilla Firefox Please refer to the support documentation for your operating system for specifics on how to install your chosen browser. This information is typically available under Support, FAQ or Forums on the operating system publishers website.

The only supported browsers for online tutoring are:

Google Chrome version 72 or newer

Firefox version 66 or newer

Google has not updated its support documentation yet. macOS before 10.11 (El Capitan) is no longer compatible with Google Chrome. Please upgrade macOS before downloading Chrome.

If you are unable to update your browser to a compatible version, you will need to update your device operating system or contact the computer repair professional of your choice for further assistance.

YOU WILL ALSO NEED...

A webcam and a microphone connected to your computer. Laptops usually have them built-in; desktops generally require that they are purchased separately.

Headphones or earbuds to help eliminate any echo or feedback.

Internet connection:

Go to speedtest.net and click Begin Test in the middle of the page. Make sure your Internet connection speed is at least 10 Mbps download/5 Mbps upload.

Contact your Internet Service Provider (ISP) to:

Obtain service that is compatible with the platform, if your connection does not meet the minimum recommended speeds.

Verify your connection supports video streaming (on multiple devices if others may use a streaming service such as YouTube, Netflix, Hulu or similar while you are using the platform as these use bandwidth needed to connect to the platform).

Ask about changing the channel on your Wi-Fi router or allowing your router to change channels automatically in order to avoid interference from other nearby networks.

Avoid public connections (e.g. dorms, libraries, cafes and coffee shops), mobile hotspots (e.g. using your cellular device as a modem), satellite Internet, and Wi-Fi connections from a vehicle, as these connections may not offer enough bandwidth to allow successful and stable video connection. In some cases, the network administrator may block or restrict audio and/or video use.

To complete the guided tour and test the platform features.

If you are interested in using a mobile device such as a tablet or smartphone, please contact Technical Support for more information about our Live Online Video Tutoring app!

Session links are good for one session only. After your session ends, and your tutor has invoiced the session link expires and can no longer be accessed.

Verify you have the correct link. The email you received with the session link also lists the date and time of the session.

Try joining from your account page; this article contains the steps to join the session from your account dashboard.

Contact your tutor and ask them to send you the link.

If these steps still don't solve your problem, please ask your tutor to schedule a new session and send you the link. You can still join the new session at your original meeting time as long as it's not more than 24 hours in the future.

For the best platform experience, we recommend your Internet connection speed is at least 10 Mbps download/5 Mbps upload. To see if your connection meets the minimums go to speedtest.net (or another speed test site of your choosing) and run the test.

If it does not or if you have concerns about your service, Contact your Internet Service Provider (ISP) to:

Obtain service that is compatible with the platform, if your connection does not meet the minimum recommended speeds.

Verify your connection supports video streaming (on multiple devices if others may use a streaming service such as YouTube, Netflix, Hulu or similar while you are using the platform as these use bandwidth needed to connect to the platform).

Ask about changing the channel on your Wi-Fi router or allowing your router to change channels automatically in order to avoid interference from other nearby networks.

It may be necessary to ask others on your connection to refrain from using services such as Hulu, Netflix, YouTube, Vudu, Vimeo and similar in order to preserve the bandwidth available for your tutoring session.

We strongly recommend avoiding the following types of connections because they may not offer enough bandwidth to allow a stable and successful video connection:

Public or shared connections such as those found in dorms, hotels, libraries, cafes and coffee shops

Any residential connection that is shared with other homes, apartments or condos

Mobile hotspots/modems or using your cellular phone as a modem/hotspot

Satellite Internet

Wi-Fi connections from a vehicle

If you need to attend a session on-the-go, ask about our mobile app!

If the other party says they cannot hear you, check to make sure your mic is working properly. It's best to do thisin conjunction with the other side ensuring their speaker/headset volume is turned up and is not muted.

Check Chrome permissions

Close any other programs that would have access to your audio such as Skype, Google Hangouts and others.

Verify your mic settings:

In Windows

On Mac

Please contact Varsity Tutors if you have questions about these steps or if the problem isn't solved.

If you did not receive the email with your session link:

Go to www.varsitytutors.com

Log in with your email address and the password you setwhen your account was created.

Upcoming Sessions appear at the top of the page OR click on Schedule at the top of the page to see the full list of upcoming sessions.

Locate the session (you may need to scroll a little to find it).

If you see a link to confirm the session, click it to confirm.

Click on the session and click the Join button.

If you did not receive the email and you are unable to login to your account, please contact your tutor for the session link - they can send it to you directly via email.

Please note:

Session links are good for one session only if you or your tutor schedule another session, you will receive a new link. Links may not be accessed again or reused once your session is over.

Sessions may be accessed up to 24 hours before the scheduled start time.

If you receive the "Incompatible Browser" message, Google Chrome or Mozilla Firefox may not be set as your default browser. Please click here for instructions to make Chrome your default browser or here for instructions to make Mozilla Firefox your default browser.

If your audio does not appear to be working in a session and you have completed the Audio/Video Setup, the followingare some common solutions to most audio issues:

Verify that you have not muted your sound or turned your speaker volume all the way down.

Verify your speakers or headphones are connected securely into the correct jack or port.

Adjust your volume.

Close all other programs that may be using your audio (e.g. Skype, media players of any type) except for Google Chrome or Mozilla Firefox

Close all browser tabs open to sites that may be using your sound such as YouTube, Pandora, Spotify and similar.

Check your speakers or headphones are enabled

If you are using a Windows device:

Select the Start button, typeSound, and then selectSoundControl Panel from the list of results.

On the Playback tab, right-click (or press and hold) the Default Device, and then select Properties.

On the Advanced tab, under Default Format, change thesetting, and then retest youraudiodevice.

If you are using a Mac:

Click the Apple icon in the top-left corner of your screen

Choose System Preferences

Click on Sound

Click on Output

Click on the device you wish to use.

Restart your computer

Please contact Varsity Tutors if you have questions about these steps or if the problem isn't solved.

If you receive the Incompatible Browser message, Google Chrome or Mozilla Firefox may not be set as your default browser.

Please click here for instructions to make Chrome your default browser.

Please click here for instructions to make Mozilla Firefox your default browser.

Many new tablet or hybrid devices come equipped with a forward-facing and a rear-facing built-in camera. Other times, you may wish to connect more than one camera to your computer. When entering online tutoring sessions, it may be necessary to specify which camera Chrome should use.

Instructions to change the camera in Chrome may be found here under "Change Camera and Microphone Permissions".