If you’re experiencing lag, delays, or mismatched whiteboard views during your tutoring session, it may be caused by connectivity or device compatibility issues. Below are some common problems and how to address them.
Lagging or Delayed Whiteboard
Whiteboard slowness or delays are often the result of weak or unstable internet connections. To improve performance:
Ensure your internet connection is strong and stable
Close unused tabs and applications using bandwidth
Make sure you're using the latest version of a supported browser
Review our full list of network and device requirements
Drawing Lag (Especially with Graphics Tablets)
If you notice a delay while drawing on the whiteboard using a graphics or writing tablet:
This may be due to incompatibility between your browser and the tablet
Step Up’s Learning Portal supports most major tablet brands, but performance may vary
If you're using a wireless tablet, check your internet connection or try connecting via USB for better response time
Visit your tablet manufacturer's website to confirm browser compatibility
My Student Doesn’t See What I See
If your student can’t see the same part of the whiteboard as you:
Enable Leading Mode so your view becomes their view
Note: if your student is using a device with a different screen resolution (e.g., smaller screen), some whiteboard content might appear differently