Questions:

Tuition with stress free requirements.

You can run the online lesson space directly from your laptop, desktop or tablet. 

Here is a checklist to ensure that you are ready for your first session.

You will need:

One of the following devices

  • Windows Laptop or Desktop

  • Macbook or iMac

  • iPad

  • Android Tablet

Headphones with a microphone

  • We recommend a USB headset with a microphone, like this one. 

  • Apple Earphones and Bluetooth devices are not recommended as you may encounter issues such as echo or lack of audio.

Webcam

  • Any webcam will do! This provides the best experience for your lessons.

  • Tutors are requires to use webcams.

Good broadband connection

  • We recommend using a wired (ethernet) connection if possible.

  • You will need at least 2mb/s upload and download speeds.

  • You can check your internet speed here.

  • Our full FAQ on internet issues can be found here.

Google Chrome or Safari browser

  • You can find out more information on our supported internet browsers here.


Optional but recommended:

A graphics tablet

Graphics tablets allow both tutors and students to write far more easily on the lesson space whiteboard. This enhances the shared space and makes it far more intuitive. These can be purchased from around £20 on websites like Amazon - browse graphics tablets on Amazon here.

Although we do not recommend a specific tablet, our tutors often use Huion tablets as they have found they are particularly good value.

If you have an iPad or iPhone and a Mac, you can turn your iPhone or iPad into a graphics tablet using an app like Astropad, which is pretty handy!



I am using Chrome

The first thing to do is to click on the little picture of a camera shown in the picture below. If you are not sharing a camera at all, it may be shaped as a microphone.

When you click on the camera you should be able to see the menu in the picture below. You want to make sure that you are allowing, rather than blocking, your camera and microphone. 

Also, if you have more than one microphone or camera available to you, you need to make sure that the correct camera and microphone has been selected. 

If you click on the padlock highlighted below, you can see everything that is allowed and not allowed on the page, just to check that you are not blocking either your camera or microphone. 

I am using Firefox

When you open the lesson space in Firefox, it should prompt you to enable your camera and microphone. As shown in the picture below. You need to select 'allow' when prompted. It is important to make sure that you are selecting the correct microphone and camera, if you have more than one to choose from.

When everything is working properly, you should be able to see a little picture of a camera and a microphone in orange at the top of your screen, as shown below. If you click on this, it will show you exactly which camera and microphone you are allowing.

 

I am using Safari

Thankfully, this is rarely a problem. However, if you are unsure if your camera and microphone are enabled in Safari, see the blow image in guidance on how to check.

Click on the Safari menu in the top left of your page, then go to 'Settings for This Website...' where you'll be able to see if the site you are on has camera and microphone enabled. The menu will either list 'Ask', 'Deny' or 'Allow'. Please make sure it is either set to 'Ask' or 'Allow'.


Okay, so you have temporarily cleared your browser settings right? If you haven't then click the link and try that first - its quicker, easier and if that doesn't work the following advice probably won't help. 

Warning: permanently clearing your browser settings will mean that other websites that you visit will be affected. For example you will have to sign into Facebook and Twitter again! 

As each browser is different the instructions are different. We could copy them out for each different one - but that would be cheating (and a lot of reading for you) so instead click the browser name below to be redirected to the relevant instructions.

1. Google Chrome

2. Firefox

3. Safari


Our set up test is the best way to check if TutorNinjas lesson space will work as best as it can. It's super quick to complete and you should try to do it well in advance of your lesson or free meeting so we've got time to help you fix anything. Let us help you get tech prepared!

You can run the set up test by heading clicking on your initials in the top right of the page when you're logged in! Go to 'Test lesson space' and the set up test should run automatically.

If it's been done before you will be asked if you want to re-run the test - this can be a good idea, especially if it's been a while since you last logged in.


This article will hopefully cover the main problems that occur before and during an interview. 


Prior to the Interview

I can’t find my link’

If a tutor is unable to enter the online lesson space because they do not have their interview link: 

  • Resend the link from the tutor’s page, and ensure the correct date is selected

  • Ask the tutor to check their university email

  • Ask the tutor to check their junk folder

The online lesson space isn’t loading’

  • Ensure the tutor's laptop/computer is connected to the internet 

  • Move closer to the router

  • Connect to the internet using an Ethernet cable


Windows user? We're here to help!

Please make sure the latest Windows updates have been installed. Please don't use Microsoft Edge as this browser is not fully supported on our platform! Instead please use Chrome.

 

1. Connection issues are some of the most frequent technical issues that both tutors and parents/students experience on TutorNinjas. To resolve most connection issues, please check this useful article.

 

2. Clearing your browser settings or restarting can also help resolve most common issues. 

 

3. If you have sound or camera issues, please check your settings

 

4. If you still have issues with your microphone, follow these steps:

Open Control Center from the Start menu. In the search field in the upper right corner type "Sound" and you'll see in the results a green category called "Sound". 

From the tabs on top, select “Recording”. You will see a list of all available microphones (or it could be only one). Identify the microphone you are using by its name from the list and make sure that there is a green tick next to it. Also, the green bars to the right should be moving when you speak into the microphone. If it has no green tick, you need to right click on it and then select “Set as default Device”.

Next, you need to select the microphone you want to use and right click on it, then select “Properties”.

From the tabs on top select “Levels” and make sure that the arrow is moved all the way to 100 as shown in the picture below.

While we’re still in the microphone properties, go to the “Advanced” tab and make sure that “Allow applications to take exclusive control of this device” is ticked off. Finally, click “OK” to save your settings and exit.


Apple user? We've got you covered!

You shouldn't have any issues running the online lesson space on a Mac computer. However, please make sure that you have updated your operating system to macOS 10.13 High Sierra or later, and you use Safari 11 or later. You can check your Safari version by opening it, and clicking on "Safari" from the menu bar (upper left of your screen) and then "About Safari". 

 

1. The following issues can usually be resolved by using a private browsing window:

  • Unable to log in even though correct login details are being used (if you are unsure, please reset your password and try again).

  • Unable to launch lesson space.

  • Issues with lag, camera or microphone in the lesson space.

  • If you accidentally denied access to your camera or microphone during the setup test.

To use private browsing go to File > New Private Window or press cmd+shift+n.

 

2. If your camera and/or microphone are not working on your Mac, please have a look here.

 

3. If you are experiencing problems with echo, please make sure you are using a pair of headphones with an integrated microphone. We would recommend NOT using Apple earphones as they can distort audio due to the way the have been wired.


Something not working? Here's a list of quick fixes!

  • Make sure you're running the lesson space in the Chrome browser on Windows and Safari on Apple devices.


  • Try running your browser in 'incognito mode'! You can do this while your internet browser is open by pressing ctrl+shift+n on a Windows PC, or cmd+shift+n on a Mac.
    You can see our full FAQ on this here.


  • Check if your computer needs updates! Time is precious, and we don't always getting around to waiting for those pesky updates to install, but they're super important!
    You can do this via Settings > Updates & Security on a Windows PC.
    On a Mac go to the App Store, or System Preferences > Software Update.


  • Check your computer is using the right sound device.
    Head to Settings > System > Sound on a Windows PC and you'll be able to change devices using the drop down menus.
    On a Mac you can head to System Preferences > Sound then simply click on the right devices. You'll also be able to see from here if any devices are muted.


  • Restart your computer! Sometimes turning it off and on again is the best solution. Computers have a lot going on, turning them off clears out their short-term memory. This means they start afresh ready to handle what ever the hardware needs to do - in this case have an online lesson!


Our browsers store a lot of information about the websites we access so that they don't have to fetch them again every time we visit a website. Sometimes we need to clean out this information to make room for new settings, such as those used in our lesson space.

Fortunately, it is really easy to do this! All you need to do is open a new 'private' or 'incognito' window. Once it's open log back in to TutorNinjas and continue as you were. 

The quickest way to open a private browsing window is with the following keyboard shortcuts:

Windows

Ctrl + Shift + N on Google Chrome

Ctrl + Shift + P on Mozilla Firefox

Macintosh

Cmd + Shift + N on Safari or Google Chrome

Cmd + Shift + P on Mozilla Firefox


This problem is caused by a poor connection to the internet, this could be because of:

  • Poor internet due to a rural location (long distance from their exchange) Weak Wi-Fi signal from the router (one or less antennas)

  • Weak Wi-Fi antenna on the receiving device (tablets etc.)

  • Multiple walls/obstructions between the router and the device

 

Common solutions:

Get as close to a 'direct connection' as possible with one the below solutions:

  • Wired connection with an Ethernet cable (recommended solution).

  • Upgrade the router or buy Wi-Fi extenders or power line adaptors.

  • Reduce the number of walls between the router and the device.

 

Other options:

  • If you are using a shared connection you should make sure that other users are not downloading, streaming films or playing online games!

  • If you are using a school or shared connection, the network will be slower at peak times, other students using the network will slow it down.

  • A quick fix can be to disable video in the session, though this will affect the quality of the tutorial.


The TutorNinjas lesson space supports most file types. However, if a document is failing to upload the best thing to do is change the file type and try again.

The upload feature works by converting any document to a .pdf. Therefore, the best thing to try is to convert the document to a .pdf yourself (you can do this through 'Save As' in Microsoft Office, or there are many websites that offer a free pdf conversion service online) and then try and upload it again.  

Also, it is important to note that special characters are not allowed in file names. E.g. " or , or ' or ; or * etc. If you have any of these in your file, please remove them, then try to upload the file again.

If you have tried the steps above and are still having problems, please email us the file with an explanation of the issue that you are having to Social@TutorNinjas.com


One or both users is not wearing headphones.

The echo can be removed by using headphones 

One or both users is using iPhone headphones with a Mac

Due to the way that iPhone headphones are wired, this can cause an echo. Switching to another pair of headphones will solve this issue.

The lesson space is open in more than one window

This will cause an echo that can be solved by only having the lesson space open in one window.

 

If none of these situations apply to you

Echoes can also be caused by an incorrectly configured Windows sound card - if you have not selected a default recording device under Windows, sometimes it will record from the headphones as well as the microphone, resulting in the other person hearing an echo. The solution is to make sure your microphone is selected as the default recording device, you can do this by using the following instructions.

Control Panel > Hardware and Sound > Sound > Recording tab > Right click your mi

If you hear a quiet echo of your own voice and the other user is using a headset, this is a likely cause. If you hear an immediate echo (with no delay) of your own voice, it generally means that your sound card is not configured correctly and you will need to make sure that your microphone is muted in the Windows playback volume settings. 


If your browser will not recognise the microphone or camera, there are several things you can check:

  • Make sure you use headphones. Not only is this going to improve the audio quality and resolve any issues with echo, but will also mean that your computer will know which microphone to use. This is especially true if you have used multiple microphones in the past. When you plug in your headphones, your computer will automatically select to use their microphone as default.

  • Check if your camera and headphones are working. You can test them in other apps such as Skype or FaceTime to see if your camera is working correctly. Skype also has a test call where you can see if your headphones and microphone are working correctly.

  • Check that you allow your browser to access the microphone and camera

 

For Chrome

Go to the menu (three vertical dots located in the upper right corner of Chrome) and then select “Settings” which is towards the end of the drop-down menu. Then type “content” in the search bar on top and click on “Site Settings” from the list of results.

There you would see “Camera” and “Microphone” listed. Click on each of them and make sure that the correct device to be used is selected from the drop-down menu. Also make sure that the status of the microphone is “Ask before accessing” and the toggle switch to the right is blue. Do the same for the camera.

For Firefox

Go to menu at the upper right corner and then select “Options”. Then select “Privacy&Security” from the left-hand side and scroll down to Camera and Microphone. When you click on either of them, a dialog box will open. At the bottom of this box there’s a checkbox saying “Block new requests asking to access your camera/microphone” - make sure that this is unticked.

 

 


Go to System Preferences and select Flash Player (it should be at the bottom of the window). Then from the tabs on top select Camera and Mic and then there should be a white button saying “Camera and Microphone settings by site”. Click on it and this should open a new dialog box. At the bottom left corner of this new dialog box, click on the + to add a new whitelisted website. In the “Website Domain” field type “www.TutorNinjas.com” and under “When this site wants to use camera or mic” select “Allow” from the drop-down list.

 



There are a few things to check if you're encountering an error when trying to log in:

  • Double check you're using the right login email. We all have a few different emails floating about but our site only recognises the one you used to sign up! If you're a tutor, make sure you're using the email you used to register. If you no longer have access to your email, because you have graduated or changed job for example, get in touch at Social@TutorNinjas.com

  • If you're sure your email is right, try resetting your password using the "Forgot password?" link on the login page. This will send a reset email to you, which you can use to create a new one.

  • Make sure you're using the right log-in portal. We have parent, student and tutor log ins, and they're all distinct. Make sure you are logging in using the same portal as your account type.

  • Try logging in using an in-private/incognito window. Our browsers store a lot of information, and this can interfere with the log in process on TutorNinjas sometimes! You can open one of these windows with ctrl+shift+n on a Windows PC or cmd+shift+n on a Mac.