Permissions 

  • You may be experiencing Audio and Video issues due to permissions not being correctly set. Make sure your permissions are correctly set by going through the following steps. 
    • Click the lock icon in the URL bar of Google Chrome.  
  •  
    • Once you have clicked on the lock icon, make sure the camera and microphone options are enabled.

Clear cookies and Cache:

  • Please follow the below steps to clear the browsing data, cookies & cache from google chrome browser and then try to log back in: 
    • On your computer, open Chrome. 
    • At the top right, click on the 3 vertical dots.  

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  • Click More tools. 
  • Click Clear browsing data. 
  • Click Advanced. 
  • At the top, choose a time range. To delete everything, select All time. 
  • Next to "Cookies and other site data" and "Cached images and files," check the boxes. 
  • Click Clear data
  • Clear browsing data Basic Time range Last hour Browsing history None Download history None Cookies and other site data From 1 site Cached images and files Less than 4.9 MB Passwords and other sign-in data None Autoflll form data Advanced Cancel Clear data  

Hard Refresh 

  • If you have tried all other troubleshooting steps, we recommend performing a hard refresh. 
  • How to perform a hard refresh: 
  • If you are using a Windows Operating System: 
    Press Ctrl + Shift + R 
  • If you are using a Mac: 
    Hold ⇧ Shift and click the Reload button. Or, hold down ⌘ Cmd and ⇧ Shift key and then press R. 
  • Close other applications 
  • If any other application is opened, it may restrict the audio/video access in the portal. 
  • Please close all tabs and applications. Once completed, please complete a fresh login to the portal. 

Browser change 

  • We recommend using Google Chrome as your internet Browser when using the Elevate K-12 portal.  

External Hardware 

  • If you are using an external Microphone or Headset, try unplugging and re-plugging in the device. 

Support Desk 

  • If you have completed the above steps but you are still having issues with audio and video, please message us directly and we will be happy to help.