Customer Support FAQs

To attend the live course, you need the following:

1. A modern Windows/Mac computer with at least 1GB of RAM. Chrome browser is preferred.
2. A high-speed internet connection with at least 2 Mbps of free bandwidth. Your internet connection should be stable, ideally using an ethernet LAN connection rather than a wifi network. If you fail to meet the minimum requirements, you may experience technical difficulties during the live course such as audio choppiness and fuzzy screen.
3. A headset with a microphone to participate in the voice sharing sessions.

Please do a system test here to check your system requirements.

When you log into the meeting room, you may be prompted to give certain permissions before you can enter the room. If you do not see these prompts, do the following:

1. In Chrome, click on the padlock button on the left of the URL address bar. You will see a popup.
2. Click on the following:
   1. Notifications > “Allow”
   2. Microphone > “Allow”
   3. Sound > “Allow”
3. Reload to apply new settings.

It is not recommended to use a tablet or smartphone as the browsers on such devices are usually older versions that are not compatible with the webinar technology. The text on the presentation is often too small to read on a mobile device.

If you still face issues, please contact us via the form below!

There will be voice sharing for certain segments of the webinar. For voice sharing, please get a headset with a microphone and test it before the class. 

• Please do not use the internal microphone that’s built into a laptop as they are usually low quality and capture a lot of background noise.
• You need a headset (and not laptop speakers where the sound can be heard in the room) as your microphone will pick up the sound from your laptop speakers, which will create an echo when you speak.

As it is a live class, please test your headset and microphone before class to ensure that they are working. In the interest of other participants’ time, we may have to deny sharing from selected participants if the audio quality is consistently poor or there are technical issues caused by the lack of proper equipment / bad connectivity.

When you get promoted to share, you will get a browser prompt that asks for access to your microphone. Click “Yes.” If there are other prompts that ask for your microphone access, click “Allow.”

1. If you don’t see the prompts, please
   
   1. Disable your AdBlocker. The AdBlocker may block all popups including prompts for microphone access.
   2. In Chrome, click on the padlock button on the left of the URL address bar. You will see a popup. Click on Site settings > Microphone > Allow.
   3. Reload page to apply the new settings.
2. Check that your audio device is plugged in and working properly. If you’re using the PC, go to Control Panel > Hardware and Sound > Sound and ensure that your Speaker and Recording tabs reflect the right speaker and microphone respectively. The volume control should also show feedback when you test your devices.
3. Check that you don’t have another application running that requires the microphone (e.g., Skype) as this could interfere with the webinar.
4. If you are using a headset with microphone, make sure that the microphone is turned on in the settings of your computer and browser.

The most common reason is the user’s internet connectivity. To ensure a high quality webinar experience, we use a high-speed 1 Gbps Fiber Broadband and Ethernet LAN connection, and a very high-end headset. 1 Gbps is an extremely fast connectivity that can download a 15GB Blu-Ray movie in 2 minutes.

To improve the audio quality on your end, here are some recommended steps:

1. Use a high speed internet connection. As an attendee, you should have at least 2 Mbps of free bandwidth available. This requirement will be higher if you are doing voice sharing during the sharing sessions.
2. Use a wired LAN connection. This is the best way to ensure the best connection. If not possible, move as close to your wifi router as possible. Closed doors, walls, increased distance, etc. in between you and your wifi router will slow down internet speed. The connectivity signal on your computer taskbar and in the webinar room should show the strongest signal.
3. Close all apps and windows except those necessary to attend the course. Close unnecessary browser tabs. Make sure there are no applications or downloads running in the background. If you’re using a shared connection, ask the other users to stop their file downloads until the meeting is over.
4. Restart your computer and reload the meeting room to get a fresh connection.

If you still face audio or quality issues, please contact us via the form below. If you miss parts of the lecture or you can’t hear some of the audio due to your connectivity problems, not to worry as you will get access to a video recording (with high quality audio) after the meeting ends.

After you make payment, you will get an email with instructions to register for the webinar. Follow the instructions to get the meeting room link. After registering, you will get an email with the link for the upcoming class.

If you don’t see the email, check your Spam/Trash folders. If you still don’t get the email, please reach us via the form below!

No worries! The video link for each class will be sent to you 24 hours after a session ends. This recording is meant as a supplementary resource for those who can’t attend the live sessions. However, you should ideally attend the sessions live where possible as that’s where the key discussion takes place.

After you make payment, you will be sent an email with instructions to register for the live webinar. If there are worksheets for the course, you will get the instructions to download them.

For course video recording, the link will be sent to you 24 hours after a session ends. If you don’t get it, please check your spam folder. For copyright reasons, the recording can only be viewed, not downloaded. All course materials will be removed two weeks after a course ends.