Troubleshooting on Desktop / Computer and Mobile / App
Content
Desktop / Computer
- No hardware found
- No sound and/or picture when recording
- Videos don't load
- "Alix is analyzing your answer" is stuck
- The image quality/volume of the recorded video is poor
Mobile / App
Desktop / Computer
Almost all technical problems that occur on the desktop version can be avoided by using the latest version of Google Chrome or Mozilla Firefox.
No hardware found
When the message No hardware found is displayed in Google Chrome, this can have various causes, for example:
- Google Chrome cannot find your webcam/microphone because there is no webcam/microphone connected to your computer.
- Google Chrome cannot find your webcam/microphone because your webcam/microphone is in use by another program (Skype, another web browser, etc.).
- Google Chrome cannot find your webcam/microphone because permission has not been given.
- Google Chrome cannot find your webcam/microphone because it is blocked by another program (Antivirus, Firewall, etc.).
Check the following when this message appears:
- Have you connected a microphone and webcam and are they both on?
You can check this by opening another program such as Skype and testing whether the camera and microphone work there. - Is your microphone or webcam in use elsewhere?
If your microphone or webcam is still being used by another program, Google Chrome will not be able to use it for recording. Close the other program and try again. - Have you given permission for TrainTool to use the microphone and webcam?
Check this by clicking on the 'lock' at the top left (in the address bar). It is then important that the TrainTool setting continue to allow access to your camera and microphone is checked. Below you can also see if TrainTool recognizes your microphone and webcam. After you have set this up, you can reload the page. The exercise should now work. - Temporarily disable the firewall
It may happen that you have completed all the steps correctly (give permission, connected webcam, correct browser, etc.), but that no hardware can be found. This may be because access is still being blocked by an intrusive firewall. In Windows, you can usually find the active antivirus program on the computer at the bottom right of the taskbar next to your battery, sound, and WiFi icons. When you open the program in question, you can temporarily disable the firewall.
To test whether your webcam now works without the firewall, you will have to refresh TrainTool in your browser (by pressing the F5 key or by clicking on the reload icon in your browser). - Restart your laptop/PC
It can sometimes happen that a webcam or microphone stops responding, preventing Chrome from finding it. Restarting your computer usually fixes this. - Test your microphone and webcam
If none of the above solutions worked, visit webcammictest.com to test your microphone and webcam. If they do work on that site, then you know that it is a problem from TrainTool and you can contact our support department via email or chat.
No sound and/or picture when recording
This problem corresponds to no hardware found, but your microphone and camera can be found by TrainTool. You can go through the same steps described above. For example, you may have accidentally pressed the button on your microphone, causing it to be muted.
Videos don't load
It may happen that the accompanying videos of exercises and final measurements are not played. Often this is due to an unsupported browser, we always recommend using the latest version of Google Chrome or Mozilla Firefox.
"Alix is analyzing your answer" is stuck
It is possible that you are being analyzed by our program Alix, sometimes something can go wrong there and the screen stays on "Alix is analyzing your answer". Normally, the analysis should be finished within one minute. If you've been waiting for more than three minutes, you can assume that something went wrong and Alix got stuck. In this case you can refresh the page or close the page without any problems.
The image quality/volume of the recorded video is poor
It is important that after making a Role Play you look back at yourself. This is especially important for final measurements, because otherwise your coach cannot assess you. If you discover during playback that the recording is not good, for example because you cannot be heard, it is wise to check the settings of your webcam and microphone. For example, it may be that your microphone is broken or that there is another problem. Fortunately, you often have an extra attempt to do a Role Play, try it with a different microphone or camera. If you can't get your hands on another microphone or webcam, it's wise to use the app. With the app you are almost guaranteed that your image and sound are good when recording.
Mobile / App
You can find the TrainTool app on Google Play and in the Apple App Store.
The app cannot be downloaded
If you do not have the option to download the app, it is often due to one simple reason, the software of your device is too old. You can see which software version you need on the page where you download the app. On Google Play you will find this under the "About this app" section, which will indicate the required Android version. In the Apple App Store, this information can be found at the bottom of the "Information" section, where you will see the required iOS versions for the Apple devices.
No sound and/or picture
You may not be able to record because you have not given permission to the TrainTool app. In this article we explain how to do that.
My problem is not listed
Do you have another problem, which is not mentioned in that article. Then it is best to contact our support department, you can email, chat or call them.