Welcome to the Learning Portal, where you will host sessions, chat with your student, work on academic lessons, find helpful resources, and more.
Please follow the step-by-step instructions below to get started:
- Confirm your device requirements;
- Launch the Learning Portal and adjust your browser settings for complete access;
- Share the new session link and joining instructions with your student;
- Troubleshoot during a session; and
- Familiarize yourself with the features of the new Learning Portal.
If you have questions or run into any issues, please read the full guide for more support.
I. Confirm Device Requirements
Our Learning Portal is browser based, meaning you won’t need to download an app. Please check that you are using one of the below browsers to ensure maximum compatibility with all of our features:
Desktops & Laptops:
- Chrome / Edge Chrome 78+ [Recommended]
- Firefox 72+
- Safari 12+
iPads:
- Safari 12+
Note for iPad users: Unfortunately, due to a limitation imposed by Apple on a device level, iPads don’t have the ability to share their screen in the Learning Portal. We suggest switching to a desktop or laptop computer with a supported browser if you are able to, or that you ask your student to use a supported desktop or laptop so that they can share their screen.
II. Launch the Learning Portal & Start a Session
1. Log in to your Tutor Portal.
2. Click on the "Join Meeting" button next to your student's name. This will open the Learning Portal where you can begin your session.
If prompted, adjust your browser settings to enable video, audio, and screen share.
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When you see the following popup, click “Open System Preferences.”
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In the Screen Recording section, click the box next to your browser to allow screen sharing for your online lessons. You may need to click the unlock icon in the bottom left.
- Close the window. You may then see another popup notifying you that you need to quit and reopen your browser in order to share screen. If so, click the “Quit Now” button.
- Now rejoin your tutoring session. You should now be able to screen share!
Encounter any issues with those steps?
If you have any issues launching the new Learning Portal, try using the built-in troubleshooting guide.
If you are still encountering issues, please contact tutorsupport@stepuptutoring.org and we will be happy to assist you. When emailing, please send as much detail as you can about the error you’re facing including the URL for your session, and the date and time when the issue occurred.
III. How Students Join a Session
Students should click the link that you should have received in the match email. The email will also include a tutoring code.
When you open the link, click on Student login then copy and paste your PIN code and click Enter Tutoring Session.
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Your student will then be prompted to Request Access. Please click the button Request to Join so the tutor can let you in. You can then enable your camera and microphone and virtual background. Then, students can enjoy their session!
Is your student encountering any issues?
If your student is having trouble accessing audio, video, or screen sharing, reference the Family Tech Guide to help troubleshoot.
If your student is still having trouble signing in, please submit a ticket to tutorsupport@stepuptutoring.org with your name, your student’s name, a description of the issue, the URL for your session, and the date and time when the issue occurred.
IV. Troubleshoot During a Lesson
If you are dealing with a bug with your audio or video, please utilize our built-in troubleshooting menu that allows participants to report any issues they are experiencing during a live session. This menu is available to all users, enabling tutors to quickly identify and help resolve any issues students may be facing.
To access the troubleshooting menu, follow these steps:
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While in a session, navigate to Setup > Troubleshooting.
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Check if everything is working correctly. If there is a problem, a red "!" icon will appear on the video feed.
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The troubleshooting menu provides prompts to assist users in resolving any issues they may encounter. You will be able to see the prompts for yourself and for your student.
If you are still having video or audio issues during a lesson, you should contact us through our Step Up Support bot located in the bottom left corner of the Learning Portal. We will answer your questions and can provide you with Live Support subject to agent availability! This is also your best bet if you are dealing with a general question about the video platform and how to navigate it.
V. Familiarize Yourself with the New Features!
Visit our full Learning Portal Tech Guide to take a tour, learn about its new features, and plan for your next tutoring session.
VI. Get More Support
If you encounter any technical issues that persist or are not resolved using the guides provided, you can email us at tutorsupport@stepuptutoring.org.
Please be sure to send as much detail as you can about the error you're facing, including:
- The date and time of the session
- A detailed description of the issue
- Screenshots or screen recordings of the issue
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