A help request will not activate or clear

Check what happens

If you need help urgently, contact the trainer using the contact method provided for the session while you check the request.

1. Confirm that you are still in the intended Train Lens session.
2. Follow Request help from the trainer to activate a request, or Clear a help request to remove one.
3. Check whether the request indicator changes on your screen.
4. Ask the trainer whether the request appears or clears in their view.

A trainer who has not responded may still have received the request. Check with them before assuming the feature failed.

If the request stays in the wrong state

Note whether the problem is visible to the trainee, the trainer or both. Avoid repeatedly activating and clearing the request while the trainer checks it.

If other session actions also stop responding, read The session is slow or disconnecting.

If the problem continues, use Information to include when reporting a problem. Include the action attempted and what each person sees. Trainers can also read Respond to a trainee help request.