The Piano At Home platform uses relatively new technology that may only recently have been added or may not yet have been added to the web browser you are using. Before doing any other trouble-shooting, please check the table below to ensure the browsers being used by both teacher and student have the required support.
|Browser name||Minimum supported version||Date released|
|IE (Internet Explorer)||Not supported|
|Edge||79||Jan 15, 2020|
|Firefox||44||Jan 27, 2015|
|Chrome||56||Jan 25, 2017|
|Safari||11||Sep 19, 2017|
|Opera||43||Feb 7, 2017|
|iOS Safari||iOS 11.0||Sep 19, 2017|
|Opera Mini||Not supported|
|Android Browser||81||Apr 21, 2020|
|Opera Mobile||46||Sep 23, 2016|
|Chrome for Android||84||Jul 14, 2020|
|Firefox for Android||68||Sep 3, 2019|
|UC browser for Android||Not supported|
|Samsung Internet||Not supported|
|QQ browser||Not supported|
|Baidu browser||Not supported|
|KaiOS browser||2.5||Jun 1, 2018|
Cannot connect properly
The student may not have started their application by clicking on the student link. …or, the student application may be waiting for the student to allow the use of the camera and audio.
Contact the student if possible to help them through the steps to start the application.
Either the teacher’s or student’s web browser has become unstable.
On the main device, close all browser tabs and close the browser completely. Close all other apps on the device. Then tap the link again to launch the app. Contact the student if possible and have them do the same.
If the problem persists after trying all of the above then the device’s operating system may have become unstable.
Power the main device down and back up again. Then tap the link again to launch the app. Contact the student if possible and have them do the same.
No sound (but video is working)
This may be due to a known bug in older browsers.
Try pressing the white button with the black X to close the application and then after the purple screen appears tap the screen to restart the application. Wait for the connection to be established again and see if the problem has been fixed.
If the above step does not fix the problem the browser or operating system may need to be updated.
Ensure your device has the latest operating system and the browser you are using is the latest version for your device.
Strange sound on either end of the connection.
As with the “No sound” issue above, this may be due to a known bug in older browsers.
Follow the steps shown above for the “No sound (but video is working)” resolution.
Student’s piano video stops part way through the lesson
The student’s phone battery may have gone flat.
Ask the student to check their phone and if the battery is flat either persevere and continue the lesson without the student’s piano video feed or ask the student to plug in a power cable or use another device.