Skip to main content

Troubleshooting Live 1:1 Training session issues

In this article, we’ve included some basic troubleshooting directions you can try during your session if you experience any of the following:

Audio / Video Delay 

  1.  Pause & Resume 
    1. Pause the session by tapping the screen.
    2. Tap the screen again to rejoin / play the session.
  2. Leave & Rejoin 
    1. Exit by tapping the screen to bring up the option to end the session, and tap the “X” above “End Session.” This will take them to the summary screen. They can close out of the summary screen by tapping the “X” at the top of the screen. 
    2. To rejoin, tap “Join Session” under the Live 1:1 tab on the Studio.
  3. Confirm WiFi speeds 
    1. Tap the Control Center on the upper right corner of the Studio screen
    2. Tap the “Settings” tile
    3. Tap the “Systems” tile
    4. Scroll down on that screen until you see the “Network Status” option. Tap Network Status
    5. Scroll towards the bottom of that screen to see the upload & download speeds
  4.  Restart & Rejoin 
    1. Press the circular power button on the back right side of the Studio for 6 seconds until the machine powers off.
    2. Wait for an additional 5 seconds.
    3. Press the button again to power the Studio back on.
    4. Once logged back in, navigate to the Live 1:1 tab and tap “Join Session” to join the session again.

Headphone / Bluetooth Complications

  1. Confirm pre-session setup 
    1. Ensure they are in pairing mode and have them close to the Studio.
    2. On the Studio, locate Settings → Bluetooth → Pair Headphones. 
    3. When your headphones appear on the “Pair A Device” list, tap them to connect. 
    4. A check mark will appear next to the device indicating that it has successfully been paired and it will move under Your Devices.
  2. Confirm battery level on device(s) 
    1. Levels should be above 80% 
  3. Restart & Rejoin 
    1. Press the circular power button on the back right side of the Studio for 6 seconds until the machine powers off.
    2. Wait 5 seconds.
    3. Press the button again to power the Studio back on.
    4. Once restarted, navigate to the Live 1:1 tab and tap “Join Session” to join the session again.
      1. Continue session without headphones / bluetooth 

Studio Network System Updates 

  1. To attain the best experience on your Studio & Mobile App, routine updates should be performed
    1. Tap the Control Center on the upper right corner of the Studio screen
    2. Tap the “Settings” tile
    3. Tap the “Systems” tile
    4. Scroll down until you find the line that reads: Update System 
    5. Tap “Update” and if one is available, it will automatically begin
      1. Please note the Studio will restart once completed

Related articles