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Welcome to the School Help Center

Issues with Joining Sessions

  • Updated

 

If you are unable to join the session lobby or join the session itself, you may be experiencing one of the following issues:

 

 

Using an old version of your Internet Browser

Updating to the latest version ensures that your internet browser works smoothly with Parallel’s sessions.

 

Firewall Permissions are not configured correctly

Your IT team will be able to update your school’s firewall permissions to the correct configuration. Please share this guide with your IT Team, as it has specific instructions on how to set up the firewall to support Parallel sessions.

 

Audio/video app permissions

Your computer may not have the right permissions enabled for you to use your camera or microphone on your internet browser app. To ensure that the camera/microphone permissions are set correctly, please follow the instructions listed:

Your internet browser (e.g., Google Chrome, Safari) should be the app that you enabling permissions for.

🗒️ Please note that you need both app and browser permissions set for your camera and microphone to successfully support Parallel sessions. See below for instructions on how to configure your browser settings. 

 

Audio/video browser permissions

Your internet browser may not have the right permissions enabled for you to use your camera or microphone on the Parallel website. To ensure that the camera/microphone permissions are set correctly, please follow the instructions listed for the internet browser that you are using:

Google Chrome

  1. Click the session link
  2. In the address bar on the left, click the Lock icon to display device permissions.
  3. Make sure Camera and Microphone are set to Allow.
  4. Click the Lock icon to close the pop up.
  5. Refresh your browser window

Safari 

  1. Click on the session link
  2. Click Safari in the upper left hand corner, and then click “settings for telehealth.parallellearning.com…”
  3. Click next to “Camera,” Microphone,” and “Screensharing” to change the setting for each to Allow.

  

🗒️ Please note that you need both app and browser permissions set for your camera and microphone to successfully support Parallel sessions. See above for instructions on how to configure your app settings. 

 

⚠️ Common Errors ‼️

Below are the common errors and  you may encounter while joining a session:

Issue

How to troubleshoot

Appointment link is not valid

Appointment-specific links are only valid the day of the appointment.

Please ensure you are signed in as the correct user and accessing the correct appointment, and try again

Appointment Fetch Error

Telehealth is not pulling out the information from Pathway so this may be a Pathway problem or a potential bug. Follow the instructions indicated on the error message

Media Device Error

Computer might be handling multiple tasks, possibly with another program or site already utilizing the microphone or camera

Close the conflicting programs or website and refresh the Telehealth session page

Connection Error

This is a firewall issue or a problem on the network quality of the school

Do speed test at https://www.speedtest.net/ and send results to support@parallellearning.com to rule out problem with Internet connection

Go to https://telehealth.parallellearning.com/join and enter the 5-digit session code which you can find on the Daily Session Summary or calendar invite

You may also try:
- Logging out of your account and signing back in

- Closing the search engine

- Restarting your device