Live Lessons Troubleshooting Guide

  Video

  Piano/Keyboard

  Other




  Video

  I can’t see myself/my student can’t see me in video chat
  •   Restart the video chat
    • In the Google Chrome video chat window, click the “Restart Video Chat” button in the lower right corner:
  •   Check to make sure your main camera is connected to the McCarthy Music app
    • In the McCarthy Music app, click Setup:
    • This will take you to the Setup screen. The ring around the camera lens image should be green:
    • If the ring is red instead, the camera is disconnected or needs to be set up. Click the camera lens image, then click the computer image to connect your main camera:
    • This will open the A/V wizard in Google Chrome:
    • Follow the A/V wizard’s instructions. Upon completing the wizard on the 3rd and final step, the window will close. Go back to the McCarthy Music app and the screen should now look something like this:
    • This means your camera has been added. Click “Close” (in the upper left corner) to exit the Setup screen.
    • Check the Google Chrome video chat window. If you still don’t see yourself, click the “Restart Video Chat” button again.
  • Reset (remove and re-add) the camera
    • On the Camera Setup screen, under “Setup the camera connected to your current device (Chrome),” click “Remove FaceTime HD Camera” (the name of your particular camera may be different), then click “OK.”
    • Click the computer image to open the A/V wizard and add your camera.
  • Run the A/V wizard from the “Critical Video Chat Error” screen
    • In the Google Chrome window or tab, if your screen looks like this:
    • Click “Run the Audio Video Setup Wizard again” and follow the instructions.
  I can’t see my student in video chat
  • If your screen is showing a silhouette image:
    • Your internet connection is poor or your bandwidth is low (for a technical explanation of bandwidth requirements, see documentation here). You can:
      • Wait for your network connection to improve.
      • Close any other apps, web pages, streaming services, etc. that may be taking up bandwidth.
  • If your screen is grey and you DO NOT see a “Student Camera” listed:
    • The student has been invited to the live lesson but has not yet entered. Wait for the student to enter the lesson.
  • If your screen is grey and you DO see a “Student Camera” listed:
    • (Mac only) The student has closed the video chat. In the McCarthy Music app, click the “Video Chat” icon in the upper left corner. This will re-open the video chat in your student’s Google Chrome browser.
  • Restart the video chat
    • In the Google Chrome video chat window, click the “Restart Video Chat” button in the lower right corner:
  • Make sure the student’s camera is connected
    • Ask your student to check to make sure his/her main camera is connected to the McCarthy Music app by following the steps here.
  My iPhone or iPad isn’t working as a secondary camera
  • Connecting the secondary camera:
    1. In the McCarthy Piano Camera app, if there’s an X in the bottom left corner, tap the X, then tap “OK” on the prompts:
    2. Double-click your device’s home button, then swipe up on the McCarthy Piano Camera app to close it.
    3. In the McCarthy Music app on your main device, click Setup:
    4. Click on the image of the camera lens to get to the Camera Setup screen. Now click “Remove [your device’s name],” then click “OK”:
    5. On this same screen, click the image of the phone to re-add the secondary camera. You’ll then see a QR code on your screen.
    6. Now on your secondary camera device (iPhone or iPad), open the McCarthy Piano Camera app and scan the QR code.

    Notes:
    • If you’re in a live lesson when you complete these steps:
      • The camera will activate automatically. Close the Camera Setup screen in the McCarthy Music app on your computer to resume the lesson.
      • The camera app will say “Ready for Live Lesson” and the device will appear in the video chat window in Google Chrome. To switch to your secondary camera, click on its image in the video chat window.
    • If you’re NOT in a live lesson when you complete these steps:
      • Make sure you have the camera app open before you enter a lesson. The secondary camera will connect just before you enter.
      • If you open the camera app after you’ve already entered the lesson, you may need to take one of two actions:
        1. You may need to tap “Activate” on your secondary camera device.
        2. You may get a “network connection” error prompting you to restart the app.
    • WARNING: If you’re in a live lesson and your secondary camera is not connected, DO NOT attempt to switch to it! The video may freeze on your student’s side and he/she may need to restart the app.
      • Your camera app will say either “Ready for Live Lesson” or “Video Off” if it’s ready for use. If it says anything else, do not attempt to switch to it.





  Keyboard / Piano

  My keyboard isn’t sending notes to the other person
  • Check to see if the keyboard status light in the upper right corner of the McCarthy Music app is blue:
  •   If the status light is red, check to make sure your keyboard is turned on and connected (by either USB or Bluetooth) to the McCarthy Music app.
    • In the McCarthy Music app, click Setup:
    • You will see this screen:
    • You can connect your keyboard to your computer either using a physical cable or via Bluetooth.
      • By cable: Connect a USB cable from your piano to your computer and the software should recognize it and add it automatically.
      • By Bluetooth: Follow the on-screen instructions
  • If you’re playing many notes in a short span of time, this can cause notes to momentarily stop sending. Stop playing for a few seconds, then try again to check if the issue is resolved.

  I can’t hear my MIDI keyboard
  • Check to see if the keyboard status light in the upper right corner of the McCarthy Music app is blue:
  • If the status light is red, follow these steps.
  • In the McCarthy Music app, click Sounds:
    • Select the box that says “Turn on Software Synthesizer”:
    • Click Sounds again to close the Sounds menu (this will apply any changes you’ve made).
  • If you’re using a non-MIDI keyboard, check to make sure the volume on the keyboard is turned up.

  I can’t hear my student’s MIDI keyboard
  • Make sure your student is not using headphones.
  • Have your student check to see if the keyboard status light in the upper right corner of the McCarthy Music app is blue:
  • In the McCarthy Music app, click Sounds:
    • Select the box that says “Turn on Student’s Software Synthesizer”:
    • Click Sounds again to close the Sounds menu (this will apply any changes you’ve made).
  • If your student is using a non-MIDI keyboard, have him/her check to make sure the volume on the keyboard is turned up.





  Other

  It’s my lesson time and nothing is happening
  •   If you’re a teacher:
    1. Make sure you’re logged in to the account that has a lesson scheduled.
    2. Click Live Lessons and look for your student’s name.
    3. If your student is online, click “Start” next to his/her name:
      • If you’re receiving notifications that your student is online, but the “Start” icon is inactive (light grey), you may need to click “Back” and then click on Live Lessons again.
      • If your student is offline, you can either wait or click “Contact” (icon looks like a speech bubble, not pictured above) to open a chat with him/her in your browser.
    4. Google Chrome will open the video chat window, and the McCarthy Music app will now be on a setup status check screen:
      • If any part of your setup shows as Disconnected, click its image to set it up.
    5. When you’re ready, click the “Invite Student” button and wait for the student to enter the lesson. When that happens, the next view will look similar to this:
      • The lesson will start once the student is done setting up.
  •   If you’re a student:
    1. Make sure you’re logged in to the account that has a lesson scheduled.
    2. Click Live Lessons and look for your teacher’s name. If your teacher is online, wait for your him/her to start the lesson.
      • If your teacher is offline, you can either wait or click “Contact” (icon looks like a speech bubble) next to your teacher’s name to open a chat with him/her.
    3. When your teacher starts the lesson, you’ll receive a notification. Click or tap “OK”:
    4. The McCarthy Music app will now be on a setup status check screen:
      • If any part of your setup shows as Disconnected, click its image to set it up.
    5. When you’re ready, click the “Enter lesson” button and the lesson will start.

  My app froze and I can’t close it (Mac)
  • On your Mac computer, press Command⌘-Option-Esc. This will open the “Force Quit Applications” window:
    • Select “McCarthy Music” (as shown above) and click the “Force Quit” button to close the app.

  I tried everything and something still isn’t working
  • In the McCarthy Music app on your computer:
    • To clear the McCarthy Music main app’s data and start fresh, follow these steps.
      1. Open the McCarthy Music app and select Cloud Login.
      2. Enter “dir” (without quotation marks) for the Email
      3. Enter “csadmin” (without quotation marks) for the Password.
      4. Click Login.
      5. You will now see a Finder window that looks similar to this:
      6. Go back to the McCarthy Music app and close the app.
      7. Now in the Finder window, select all (Command ⌘ + A).
      8. Delete all the selected files.
        • You can do this either by clicking and dragging the files to the Trash, or you can right-click and select “Move to Trash.”
        • Don’t worry; this will NOT delete your account from the cloud! It will only delete it locally from your computer (you can add it back to your computer later).
      9. Close the now empty Finder window.
      10. Restart (close and then reopen) the McCarthy Music app.
  • In the McCarthy Music app on your iPad:
    • To clear the McCarthy Music main app’s data and start fresh, follow these steps.
      1. Open the McCarthy Music app and select Cloud Login.
      2. Enter “reset” (without quotation marks) for the Email.
      3. Enter “csadmin” (without quotation marks) for the Password.
      4. Tap Login, then tap “Okay” on the pop-up alert.
      5. Double-click your device’s home button, then swipe up on the McCarthy Music app to close it.
      6. Reopen the McCarthy Music app.
  • In the McCarthy Piano Camera app on your iPhone or iPad:
    1. See “My iPhone or iPad isn’t working as a secondary camera.”

  My question wasn't answered here :-(
  I can’t see my student in video chat
  • Restart the video chat
 
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