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The platform or video is lagging/freezing

 The platform or video is lagging or freezing

If your lesson is lagging, freezing, or experiencing poor audio or video quality, there are several possible causes. These may include an unstable internet connection, outdated software, device performance, or temporary platform issues.

Follow the troubleshooting steps below to resolve the issue.

Step 1: Check your internet connection

A slow or unstable internet connection is the most common cause of lag during online lessons.

  1. Visit Speedtest by Ookla at www.speedtest.net.
  2. Run a speed test.
  3. Ask your tutor (or student) to do the same.

For the best lesson experience, both participants should have:

  • Download speed: 15 Mbps or higher
  • Upload speed: 3 Mbps or higher

If either connection falls below these speeds, it may affect lesson quality.

To improve performance:

  • Turn off your camera temporarily.
  • Close any downloads or streaming services running in the background.
  • Move closer to your Wi-Fi router or use a wired Ethernet connection where possible.

If your internet connection meets the recommended speeds, continue to Step 2.

Step 2: Check for software updates

Using an outdated browser or operating system can affect the performance of the online classroom.

Please ensure that:

  • Your web browser is up to date (Google Chrome is recommended).
  • Your operating system is running the latest available updates.
  • You restart your device after installing any updates.

If everything is up to date and the issue continues, proceed to the next step.

Step 3: Restart BrightPath

Refreshing your browser session can resolve many temporary issues.

  1. Close the lesson.
  2. Close all BrightPath browser tabs.
  3. Reopen your browser.
  4. Log back into BrightPath.
  5. Rejoin your lesson.

For the best performance, keep BrightPath as the only active browser tab during your lesson and close any unnecessary applications running in the background.

If the issue persists, continue to Step 4.

Step 4: Contact Customer Support

If you've completed the steps above and your lesson is still lagging or freezing, please contact Customer Support.

Our team will investigate the issue and, where appropriate, provide an Alucea Google Meet link so your lesson can continue with minimal disruption while still retaining lesson recordings and insights.

To request assistance:

  1. Open the Customer Support chat within BrightPath.
  2. Ask to speak with a member of the support team.
  3. Explain the issue you're experiencing.
  4. If appropriate, Customer Support will provide an Alucea Google Meet link and coordinate with your tutor so both parties can continue the lesson.

Important: Do not move your lesson to Zoom, Google Meet, Microsoft Teams, WhatsApp, or any other external platform unless instructed by Customer Support. This ensures all lessons remain secure, compliant with Alucea safeguarding policies, and accurately recorded.