Getting started
Troubleshooting
The problems that come up most often, and what fixes them. Most of these are browser permissions rather than faults in the app, and they can be fixed in about ten seconds once you know where to look.
Johnny can't hear me
Hold the Hold to talk button down while you speak, then release it. Johnny replies on release, and the microphone is deliberately off the rest of the time. If holding it does nothing, click the padlock in your browser's address bar and confirm the microphone is allowed for this site, then reload. If another app is using the microphone, such as a call or a recording tool, close it, since some systems give exclusive access.
Screen sharing won't start
Screen sharing needs a permission your browser asks for separately, and it is restricted on most mobile browsers. On a laptop, if the picker never appears, check your operating system's screen recording permission for the browser. Sharing a single tab rather than the whole screen is both more reliable and more private.
Classwork is empty or won't sync
Either Classroom is not connected, or it is connected to the wrong Google account; a personal account has no school coursework in it. Check Integrations under Settings & account. If you saw Error 400: access_not_configured, that is your school board's policy and only their Workspace administrator can clear it.
A feature says it needs a connection
Anything that generates something (the daily plan, history search, quizzes, flashcards, the explainer, the grader and games) needs to be online. Pages that only read what is already there keep working: Progress, Grades, Sessions, Chat, Calendar and your saved work.
A tool stopped working partway through the week
Check the Credits count in the sidebar footer. Metered features stop when the balance runs out and resume at the next reset; nothing is lost in the meantime.
The page looks wrong or is stuck
Reload first. If it persists, a hard reload clears a stale cached version. The app installs a service worker so it can work offline, and very occasionally that serves something out of date.
Common questions
Which browser works best?
Any current Chrome, Edge, Safari or Firefox. Live sessions and screen sharing are the most demanding parts, and a browser that is a couple of major versions behind is the usual culprit when they misbehave.
It gave me a wrong answer. What do I do?
Say so, in the session or in the tool. It can be wrong, like any AI system, and challenging a step is a legitimate move rather than a nuisance. For anything being graded, check the reasoning rather than trusting the final line.
My problem isn't listed here.
The support page has a contact form and goes to a real mailbox that is monitored. Including what you were doing, what you expected and what happened instead will get you a useful answer on the first reply rather than the third.
Still stuck?
The support page goes to a real mailbox, and a reply comes back from a person.