Solutions for common problems

Below is a comprehensive list of the most common problems with their proposed solutions below the title of the problem. The list does not contain every problem that could ever occur, therefore it might be the case that your specific problem is not in the list. In this case you can always ask us your question at hello@imedu.support or using the chat button in imedu ClassControl.

While working in a space on imedu.world, I miss a lot of button in the menu and can't add any content anymore

imedu.world automatically remembers your login for period of time. For safety this expires after a while and when that happens you are viewing the space as a student, which means you miss the features of a teacher/owner.

You can check by clicking on 'More' to open the menu. If the first options says 'Sign in', you are logged out and can use that to sign in again.

When loading a space the screen stays black or freezes on the 'Loading' page

First, make sure to wait one or two more minutes. This seems long but when you have a temporary unstable or slow connection, loading a space can take quite a while.
Alternatively, you can close your browser and open the link again. Using another browser (we advise using Chrome or Firefox), or deleting your cookies or website data for https://imedu.world can also help.

After the space has loaded, everything is black, or I see strange images floating in the space, or the sound isn't working properly.

Again, try to reload the space, maybe reopen the whole page in a different browser. It could be not all was loaded due to some network error.

You hear an echo

There is echo protection, but it can still happen if somebody in the space is working with an 'open sound system' (eg using his/her speakers instead of a headset). Also, check if you are not simultaneously running a Zoom or Teams session.
If the problem is sticky, the best solution is to ask everybody to mute all apps/sites that work with a microphone (including imedu). Then slowly enable your mic in imedu so you can see at which person the problem is occurring. Don't forget you can also use the chat to communicate when the mics are temporarily off.

There is no sound, or the sound has really bad quality

Your laptop is probably very busy. Check if it is not running any background applications that take a lot of resources (including syncing apps for cloud drives). Also, shut down any other applications that you are not using at the time.
When that is done, restart your browser (or maybe your laptop) to make sure you free up as much memory and compute power.
If there is no sound, check under Menu > Preferences if your sound settings are correct and if you are using the right output device. You can click on the test button to check if it works.

Others can't hear me

Yes, unfortunately it happens here too, but double-check if your microphone is not muted by looking at the microphone icon in the menu bar (click it to change)
If that is not the case, follow the tips for 'There is no sound' above. Also, check-in Menu > Preferences if you have selected the right microphone.

Not allowed to enter, after reloading or reopening a space

To protect against unwanted access you can only enter a space using the button on the imedu invitation page, or another link from ClassControl. If you try to open a space directly, or if you reload the page, you may get this warning.
To solve it: go back to your invitation and use that button to re-open the space.

You were logged out, or you lost the connection

This can happen if your network is temporarily interrupted. Just use the original link to access the space again.

Generic solutions for bad performance

Depending on your device, network connection, and other programs, it could be your computer has problems displaying the space correctly and replaying the sound (sound is usually the first thing that breaks if your laptop is having a hard time).

Generally, you could say that when there are more avatars and objects in the room, you logically need more resources to keep everything running smoothly. This grows exponentially, so could quickly change.

You can see the load on your device via the monitoring window. You can open that by clicking on the tiny 'FPS count' at the right bottom of the screen. This counter is in small white letters and shows how many 'Frames per Second' your device is able to generate for the current space. Usually anything above 20 or 30 is fine.
Clicking on it shows the following window with more details.

In this example, you see that this space has a lot of 'triangles', which means there are a lot of complex objects that need to be redrawn every time you move or change your point of view. If that works slow, you found your cause.

If you have many objects in the space, you can lower that by removing them from the space. Open the object menu (top right), and click on each object to show an option to remove it (you might need to be the creator of the space to do this for all)
You can try to free up more resources on your laptop by closing down as many other tabs and applications. Of course another computer, phone or tablet (if you have one available could also work).
Another solution is to move to another (smaller or less complex) space, if that is possible.
Check your wifi connection. Reconnect, or change the channel (e.g. if you can choose between 2.4Ghz and 5Ghz, try the other one)
Enable 'hardware acceleration in your browser settings. For Chrome you can find this on the Settings page, when you look for 'hardware'

Can't find your problem?

While imedu is an extension of Mozilla Hubs, you can also check their 'troubleshooting' page to see if you can find some tips : https://hubs.mozilla.com/docs/hubs-troubleshooting.html

Questions or suggestions? Let us know via hello@imedu.support