The platform or video is lagging/freezing

There are several possible reasons for lag during lessons. These can include issues with your device, internet connection problems, or occasional platform-related factors.

If you're experience lag, please follow the steps below in order.

Step 1 – Check your internet connection

First, check that you have a stable and fast enough connection:

• Go to: https://www.speedtest.net/

• Run a speed test.

• Check that both your and your tutor’s results show at least 15 Mbps download speed, and 3 Mbps upload speed.

If your speeds are below these thresholds, this is likely causing the lag. In this case, we recommend switching off video so you can complete the lesson with fewer interruptions.

If your internet speeds meet or exceed these levels, move on to Step 2.

Step 2 – Restart BrightPath and your browser

Next, refresh your browser and BrightPath:

• Close all open browser windows and tabs.

• Reopen your browser and log back into BrightPath.

• Rejoin the lesson.

We recommend keeping BrightPath as your only open browser window or tab during the lesson to reduce unnecessary load on your internet connection and device.

If the issue continues, proceed to Step 3.

Step 3 – Contact Support for an off‑platform lesson link

If your internet connection is stable and restarting your browser has not resolved the problem, Customer Support can provide an off‑platform lesson link.

This allows you to complete the lesson off of BrightPath while we investigate the issue while still retaining session recordings and lesson insights.

To request an off‑platform lesson link:

• Open the Customer Support chat widget in BrightPath.

• Ask to speak with a human so our AI assistant can route you directly to a member of the team.

• Request an off-platform lesson link and join your lesson using that link.