Embedded Files
Problem:
Tiles or images are not loading properly.
Solutions:
Try "Ctrl+Shift+R" to reset the board.
Problem:
The content is loading slowly and you receive an error message that your device is struggling.
Solutions:
Try turning off your webcam to reduce bandwidth.
Close other tabs that may be using bandwidth during your tutoring session.
If after waiting for 2-3 minutes the boards are not loading, try reloading the page. (Note: You will be kicked out of the call and may have to start it again.)
Problem:
I don't see the boards icon at the bottom of my screen.
Solutions:
The menu with boards may be on the left side depending on your screen resolution. Try looking on the left side under the pencil✏️ icon.
Problem:
The student accidentally deleted content on the page (letter tiles, word cards, etc.)
Solutions:
Use the pen tool to write the words/letters.
Problem:
The student is drawing on the screen and not following directions.
Solutions:
Use the lock 🔒 tool to lock the screen and prevent the student from collaborating on the space and have a quick chat reminding them to follow directions.
Problem:
The student says they can't see what is on the screen because it is covered by the toolbar.
Solutions:
Go to Navigator and click "Back to Center".
If this doesn't resolve the issue, go to Navigator and try Zooming out a little.
Problem:
The solutions above are still not working.
Solutions:
Click the "Help" button in the top right hand corner near the green "call" button.
A Pencil Spaces representative is available 24/7 to support you.
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