There will be occasions when students or teachers email in to report that sound is not working for them. The issue can vary depending on whether the user is on an iPad or a computer.
For iPad:
For sound issues on iPads, it is important to make sure that the user has the most recent version of the app installed. If they do have the most recent version, the user should check the following:
Ensure the sound is turned on in the app
Ensure their iPad isn't muted
Clear the app from memory
Clearing other apps from memory
Our help guide Why can't I hear sound on the iPad app? will guide the user through the process of checking this.
For computer:
For sound issues on computers, the user should check the following:
Ensure the sound is turned on in the activity
Ensure the computer isn't muted
Ensure the tab isn't muted
Ensure headphones or speakers are working
Check if there is a sound file for the word/list. You can tell this if a little speaker comes up beside the word when you hover your mouse over it:
Our help guide I can’t hear anything on my computer — why not? will guide the user through the process of checking this.
What if these steps do not resolve the issue?
If the issue is still not resolved, it is important to get as much information as possible before passing on to Troubleshooting. Please ensure that you get the following details:
The names of affected users.
The name of the specific list or lesson. Specific words are also helpful.
Screenshots of the issue as it is occurring. (This may seem silly for audio issues but screenshots can still help diagnose the issue.)
Ask for the Browser and Device
Impersonate the account and check on your computer if it's working, if it is, it's not a bug.
How to Handle Disconnections and Restricted Audio Issues During Assessments
When students encounter disconnections or issues with restricted audio during assessments, it is important to follow a structured approach to resolve the problem effectively. Below is a step-by-step guide to address these situations.
Understanding Restricted Audio Settings
Restricted audio settings, such as the one-play audio restriction, are intentional features of the assessment design. These settings are not the cause of disconnections, which are typically related to external factors such as network instability or browser issues.
Troubleshooting Steps for Disconnections
If a student is disconnected during a listening assessment and cannot replay the restricted audio, follow these steps:
Perform Basic Browser Troubleshooting: - Ensure the web browser is updated to the latest version. - Clear the browser cache. - Log back into the platform.
Reattempt the Assessment: - Have the student access the assessment again to continue their attempt.
Assigning a New Assessment
If the restricted audio remains unavailable after troubleshooting, assign a new copy of the assessment to the affected student. This allows them to complete the listening component in a fresh attempt without being penalized for the disconnection.
Key Clarifications
Disconnections are not caused by incorrect assessment setup or the one-play audio restriction. These are separate issues, and the restriction is an intended feature of the assessment.
By following these steps, educators can ensure that students are able to complete their assessments fairly and without unnecessary disruptions.