Guideline to Troubleshoot Technical Problems 

During Coaching Calls and Extra Practice 

I have organized the problems based on the software or app causing trouble

Hangout

Scenario A​: Student clicking on the link and taking him/her to the App store or Play Store

Workaround​: the device they are using requires the app to work. They need to download
and install the app. It is free of charge

Scenario B:​ ​The student has the app installed but gets an error message when trying to join
a call by clicking on the link

Workaround​: this has only happened so far with iPhones and iPads. If this happens, do the
following:
a. Instruct the student to go to the app and ​remain​ in there
b. Add the student manually to the meeting by adding his e-mail address to as an
invitation. (see pictures below)

c. it will ring on the phone or tablet and allow them in.

Scenario C:​ ​The student comes in the call but some of the participants can’t hear him/ her
or he cannot hear the others

Workaround​: instruct the student to​ exit the call and get back in again​. This was a bug
that seems to be solved but just in case.
 Google Drive and Google Docs

There are some recurrect issues found when dealing with these two and they
ALWAYS​ happen when using phones or tablets. The general and preferred option to
avoid wasting time is to ​share your screen​. If you do that, remember to ​zoom to
150%​ or more so that they can see properly the file (they won’t see you though)

Scenario A​: Student is in the document we created but he/she cannot see changes being
made. This tends to happen on phones and tablets.

Workaround​: Thera are different options we can do here:

a. Having the app: T ​ he student should try to download the app to be able to see
changes in real time. Suggest the student to have that done ​for the next meeting
and in the meantime just ​share your screen.​
b. Refresh the page​: As the student to refresh the page. This can work but it also
means that the student should do that every time new information is added.

Scenario B​: Student is in the document and we created and he/she can see changes but
he/she cannot write on the document. This tends to happen on phones and tablets.

Workaround​: the student needs to have the app (“docs” or “google docs” installed). At the
bottom of the page they will see a blue circle with a pencil drawing inside. If they click on that
it will allow them to edit the file from their phone or tablet. ALso, students need to have the
option “edit” so as to write on the file.

Scenario C​: when you give the student a link instead of inviting them as editors to the file
and they cannot edit the file or see changes. This happens because the permissions to the
file where not appropriately assigned.

Workaround​: There are X easy step to follow and have it solved in a second.
a. Click on the upper right corner of the file
in the button “share”
b. It will open a pop-up message. At the
bottom right corner click on “Advanced”
c. Make sure the setting are open. Options
are “anyone with the link can edit” or “On-
Anyone with the link” and make sure you
select “edit” (see image below)