What should I do if the student can't hear the tutor or the tutor can’t hear the student?

Here are the steps we recommend to help solve our most common audio issues:

Confirm that the headset is fully plugged into the device.
Within the tutoring session, check that the student’s microphone is turned on.
Within the tutoring session, check that the student’s microphone is selected to the plugged in headset - not to the default device speakers.
Check that the student has not “blocked” the brower’s microphone access to the tutoring platform. (Unblock Microphone Access Video Tutorial)

(Check Device's Default Microphone Setting Video Tutorial)
If the headset microphone is still not working, please have the student use a backup headset if available. If a backup headset is unavailable, a temporary solution is to allow the student to continue participating by unplugging their headset.
Microphone audio is crucial for successful tutoring sessions. If the problem persists, please submit an OYM Feedback/Support Request Ticket. The assigned Partner Success Manager to your campus will receive the ticket & help troubleshoot this issue.

Steps to troubleshoot when a student’s audio isn’t working during a session.