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Technical Support FAQ

This page contains some handy information about our online classroom platform, Zoom.

For the best experience, download the Zoom Meeting Client. Go to site

If you are having problems connecting, please read this page BEFORE calling our support line at 1-877-647-6060, ext. 1412.

What will happen after I click the Zoom link provided for my appointment? How does Zoom work?

See our
 Quick Start Guide to help you connect and use the features of Zoom. 

What are the system requirements for Zoom?

Zoom is supported for Windows, Mac, iPad, Android and Linux. At this time, Chromebook support is limited (see below).

What is the preferred browser for Zoom for LEARN Tutoring?

LEARN supports Chrome, Firefox and Safari.

I only have a Chromebook. Can I still participate in LEARN Tutoring?

Absolutely! Please just let your tutor know that you are connecting on a Chromebook.
Chromebook, however, does not allow students to write on the whiteboard or share a screen. Audio, video, and chat do work.

Does Zoom work on an iPad?

Yes!  See the Zoom for iPad Quick Start Guide for help.

The tutor cannot hear me, but I can hear the tutor. What's wrong?

Make sure that the microphone is connected to your machine before joining Zoom. When in the Zoom meeting, click on Join Audio or Join by Computer Audio to enable your microphone

How can I make sure that I have the best possible Audio/Video experience in Zoom?

See information about configuring audio and video here   Go to page

Do I need to use my webcam for tutoring appointments?

No. Student webcams are turned off by default during appointments and may remain off throughout. 

I'm on a public computer and cannot download Zoom. What should I do?

Participants who are unable to install the Zoom client on their computer or the Zoom app on their mobile device can join through their web browser. The Zoom web client offers limited functionality. For an optimal experience, if you MUST connect using a web browser, we recommend Google Chrome.

My tutor asked me to write on the screen but I cannot see Annotate in my options. Why?

Annotate is not an option available when connecting using a Chromebook. In order to use annotation tools, you will have to download and use the Zoom client, not available for Chromebooks at this time.

May I connect from my smartphone?

LEARN discourages the use of mobile phones for tutoring. These devices do not offer an optimal tutoring experience.

I cannot install Zoom on a Windows 10 computer. What should I do?

If you are using a Windows 10 computer and unable to install the Zoom client (or anything not from the Microsoft Store), you may be using Windows 10 S. In order to use the Zoom client, you need to convert Windows 10 S to Windows 10 Home. Instructions can be found here. Go to site

I was in a waiting room but got disconnected. What should I do?

When you first join your tutoring session, you will be placed in a virtual waiting room. If you are disconnected while in the waiting room, please wait a few seconds and then reconnect.

LEARN Zoom Participant Guide

This PDF guide provides basic information to help you connect to online classes and/or tutoring sessions. Download

For more details, please read the information below or visit the Zoom support site

General Questions (Zoom)


If these solutions do not solve your problem, please call our support number toll free: 1-877-647-6060