Live session support
If you're experiencing issues joining a live session, don’t worry—most problems can be resolved quickly. Follow the steps below to get back on track and enjoy a seamless experience.
Live sessions are accessible to everyone, but sometimes technical difficulties can happen for just one participant. To support your successful participation in live online sessions, the following guidance explains common connection issues and how to resolve them.
To reduce technical difficulties, learners are encouraged to:
Review technology requirements before the course begins
Test their device, audio, and internet connection in advance
Join live sessions 5–10 minutes early
This support information is provided to ensure learners know where and how to get help with course technologies and can participate fully in all learning activities. If you continue to experience technical difficulties after following the steps below, please contact us.
Comprehensive assistance
Find detailed troubleshooting guides, step-by-step instructions for common issues, and real-time support to resolve your session problems efficiently.
Wait on the meeting page
If you attempt to join a session before the instructor begins, you may see a message such as “Waiting for the host to start this meeting.” Please remain on the page. Once the host starts the session, you will be admitted automatically.
Some sessions use a Waiting Room feature. In this case, you may see a message such as “Your session will start shortly.” The instructor or co-host will admit participants when the session begins.
Check your connection
If the session is in progress, but you cannot connect:
Confirm that your device is connected to the internet.
If your connection is unstable, move closer to your router or use a wired (Ethernet) connection when possible.
Rejoin the session
Close the video-conferencing application completely.
Reopen the meeting using the official link provided in the course platform or by email.
If problems persist, restart your device and try again.
Check the start time. Make sure you are joining at the scheduled time listed in the course calendar or the timezone.
Frequently asked questions
Here are some common questions about our live sessions.
Check your Internet connection
A stable internet connection is important for participating in live sessions and accessing course materials. If possible, limit the number of devices using the internet in your home during your session. If your connection is often slow or unstable, using a wired connection (an internet cable connected directly to your computer) can improve reliability. Keeping your camera off may also help if your internet is weak.
If your home internet is unreliable, consider accessing the internet from an alternative location, such as a family member’s home, a library, or a local café. You can quickly check your internet speed by searching “internet speed test” on Google and running the free test.
Download Zoom and set up an account
Many HLS live sessions are held on Zoom, a free video conferencing platform. We recommend downloading the Zoom application in advance. Visit Zoom’s website and download Zoom Client for Meetings.
After downloading, open the app and create a free Zoom account by selecting Sign up for Free. This process only takes a few minutes, but please complete it before your first live session.
If you are unable to download Zoom, you may still join sessions through your web browser, but the Zoom app usually provides a better experience.
Choose the right device
If you have more than one device, we strongly recommend using a laptop or desktop computer with a larger screen. This will make it easier to read materials, view presentations, and participate in activities.
Using a phone is not ideal, as the screen is small and notifications or calls can be distracting. Some Zoom features also work differently on mobile devices, so instructions may not fully apply to phone or tablet use.
Practice using Zoom
If Zoom is new to you, spending a little time practicing can make a big difference. You can join a Zoom test meeting to see how audio, video, and basic controls work. Zoom also offers short beginner tutorials that explain key features step by step.
If you need help or feel unsure, please reach out to the HLS team. We are happy to support you and answer questions before your session begins.
Set up a comfortable learning space
Choose a quiet and comfortable place where you can focus. Set up your learning space ahead of time. Choose a quiet, well-lit area where you can focus with minimal distractions. If you choose to keep your camera on, remember that instructors and fellow participants will be able to see you, so ensure your background is appropriate and professional.
Get ready for your live session
Before the session, take a few minutes to get mentally and physically ready. A short stretch, a brief walk, or a quiet moment can help you shift into learning mode. Plan to log in at least 15 minutes early to check your device, internet connection, audio, and camera. Have a notebook, pen, and any required course materials ready, along with water, tea, or coffee.
Minimize distractions and engage
To make the most of your learning experience, silence your phone, close email and unrelated tabs, and minimize interruptions. Once you are settled, take a deep breath and engage fully; your active presence contributes to the shared learning environment at HLS.
Review and reflect
Revisit the session materials, including slides, recordings, or shared links. Take a few minutes to reflect on key ideas, questions, or examples that stood out to you and how they connect to your teaching context or learning goals.
Complete follow-up tasks
Complete any assigned activities, reflections, or discussion posts by the stated deadline. These tasks are designed to help you apply what you learned and prepare for upcoming sessions. Check the course platform for instructions and submission details.
Engage with peers
Respond to at least one peer contribution in discussion boards, Padlet, or shared documents. Thoughtful engagement—asking questions, offering feedback, or sharing resources—strengthens collaborative learning.
Apply and experiment
If applicable, try one strategy, tool, or idea from the session in your own teaching or learning practice. Make brief notes on what worked, what was challenging, and what you would adapt next time.
Prepare for the next session
Review the agenda or materials for the upcoming session, so you arrive prepared and confident. Note any questions or topics you would like to raise in the next live meeting.