Teaching Fellows are responsible for in-class support for both: Senior Teacher & students.

There are several issues that students face during the class, please see the guide to see how to deal with them.

How to indicate an issue

Possible issues related to the platform

• LMS integration problems. Student can’t access YaizY lesson from their LMS (Canvas, Classroom) → Solution: share the credentials and direct login instructions
• Platform Bugs. Students can’t complete the interactive slides, teacher can’t see screenshare requests on the platform / breakout rooms aren’t working as planned → Solution: depends on the case, please see the information below.
• Students try to join the wrong lesson. Teacher started the lesson but students see ‘Wait for your teacher to join’ notification → Solution: Provide the direct link to the platform

Possible issues related to the connection

• Lesson takes too long to load. Students see ‘Not connected’, but Teaching Fellow can see that the lesson was launched → It’s rather problem of school’s bandwidth. You can ask student to minimize all tabs (close everything except Zoom / YaizY / 3rd party tool) and turn their cameras & screen sharing off
• Student get kicked out of the Platform → It’s rather problem of school’s bandwidth. You can ask student to minimize all tabs (close everything except YaizY / external tools) and turn off their cameras & screen sharing.

Possible issues related to the firewall

• External tool is blocked. Student can’t access the website → It’s rather problem of school’s firewall & it’s blocking the website. Make sure to report the issue to #us-tech-support channel & try to use task alternatives or tool alternatives
• Student can’t save their work on the computer → It’s rather problem of school’s firewall & it’s blocking the download from the platform. It can’t be fixed quickly, so you can offer them to share their screens (& record their work).

Possible issues related to the 3rd party tools

• Students can’t log in to the 3rd party tools → Make sure that student understood the instruction clearly / ask them to share more details on the problem. For some tools you’ll have extra credentials available & you can provide them to students.