The session is slow or disconnecting

Check how widely the problem occurs

Tell the trainer what is slow or disconnecting: the session page, shared screen, audio or several parts of the session. Trainers should check whether one trainee or several are affected.

Try these checks

1. Check whether other websites also respond slowly. If they do, the connection or computer may be contributing to the problem.
2. Save work in the software you are using for training. Close browser tabs and applications you do not need.
3. Pause nonessential downloads or uploads that you control.
4. If you use Wi-Fi, check the signal and move closer to the access point if practical.
5. Check the Train Lens status page for reported issues.

If you have been disconnected

Follow any instructions shown on the page. A trainee who cannot return can ask the trainer to confirm the current joining link and follow Join a Train Lens session. After returning, check audio and screen sharing with the trainer.

Tell the trainer before refreshing or restarting your browser, because this interrupts your session.

If the problem continues

Ask your IT team for help with a work-managed connection. Use Information to include when reporting a problem and record when the interruptions occur and who is affected.

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