Troubleshooting Technical Issues on Music Helps


यदि आपको और सहायता की आवश्यकता है तो हमें बताने के लिए यहां क्लिक करें

మీకు మరింత సహాయం కావాలంటే మాకు తెలియజేయడానికి ఇక్కడ క్లిక్ చేయండి


The below information goes over some troubleshooting guidance provided by Teachable (the online platform hosting Music Helps) and by other software which were used to create some of the tools within the course.



Recommendations for optimal experience

Recommended Device: We recommend using a desktop or laptop for the optimal experience. It is still possible to complete Music Helps on a smartphone and tablet, but you may not have the best experience when completing the course.

Recommended Browser: If you are using the recommended devices to access Music Helps, we recommend using an updated version of Google Chrome or Mozilla Firefox.



Common Technical Issues Troubleshooting

If you experience some technical issues whilst completing Music Helps (such as not being able to progress onto the next chapter, the interactive games are not working/not displayed on the screen properly, or have audio and loading problems) here are some troubleshooting guidance to resolve some common technical issues.

Refresh Your webpage: Sometimes, when changes are made to the website, they don’t register immediately. This is why many issues can be resolved by completing a hard refresh of your webpage. A hard refresh is a way of clearing the browser’s cache for a specific page, to force it to load the most recent version of a page. If you are still unable to resolve the issue after a hard refresh, move on to the following troubleshooting steps.

Update your Browser: Internet browsers may update on their own, but other times you may have to do it manually. If you’re experiencing problems, we recommend checking if your browser is up to date by visiting What's My Browser. If your browser is not up-to-date, it is recommended that you do so to have a better experience of completing Music Helps.

For more information on updating:

Clear Your Cache: If you encounter issues particularly with progressing onto the next chapter, you might need to clear your browsing data. When browsing online, web browsers store, or “cache”, website data (like images and scripts) as a way to improve your experience. Clearing your web browser’s cache removes these stored assets, and this may help resolve issues on your school’s website.

See more details on clearing your cache in:

Disable Third-Party Browser Extensions: While third-party browsers can be extremely useful, some have been known to cause problems on Teachable. Before doing anything, use another browser to test the web page experiencing problems. Ideally, use one that does not have any third-party extensions installed. If the issue still occurs on the other browser, an extension is probably not the cause. However, if the issue does not occur, an installed extension in your initial browser may be to blame.

Once you know that an extension may be responsible for the problems, test it by disabling it and reloading the page. If disabling the extension stops the issue, you can pinpoint the extension as the culprit and either remove it, or keep it disabled while using Teachable for the course. Disabling an extension will turn it off without removing it, while deleting an extension will remove it entirely. Below are a few popular extensions that have caused issues in the past for some Teachable users:

  • Adblock
  • Security extensions (like HTTPS Everywhere)
  • Grammarly
  • Dingo

Follow these links to learn more about managing extensions in:

Test Your Internet Speed: Sometimes a slow internet speed can cause problems when completing Music Helps. There are several ways to test your internet speed. Teachable recommends going to www.speedtest.net. Click the Begin Test button and the site will show your connection's:

  • Ping Speed - the speed of your connection’s response time after you send out a request.
  • Download Speed - how fast data moves from the server to you. In most cases, download speed will be much faster than upload speed.
  • Upload Speed - how fast you can send data to others — e.g. sending files via email, uploading photos, etc.

If your internet connection is to blame, there are a few things to consider:

  • Going somewhere with a better connection
  • Restarting the modem
  • Upgrading your internet plan

Restart Your Computer: Computers should be restarted frequently to optimize performance and system health. So if you are using a computer to complete Music Helps, turning it off and on again might help resolve some issues, especially if your computer is slow or not responding.

To restart a PC using Windows 10, open the start menu and then click Power. From there, select the Restart option from the submenu. To restart a Mac/MacBook, select the Apple menu and click Restart.

Switch Devices: If you're using a mobile device to access Teachable, try switching to a desktop or laptop device. While you can view and complete Music Helps on a mobile device, using a desktop or laptop is recommended, particularly to ensure the course is displayed properly on the screen. Or if you are having technical issues with a desktop or laptop, try switching to another desktop or laptop.



Survey Issues Troubleshooting

Submit Your Answers: The surveys within Music Helps need to be completed a certain way to ensure your answers are submitted. So here are some steps to follow to correctly submit your answers. When you reach a survey in the course, you will need to click the “Start” button to start the survey and you will then be redirected to the questions to answer. You may come across the “Next” button under a question whilst completing a survey, which you should click to move onto the next question. Once you have answered all the questions within the survey, at the very bottom of the survey you need to click “Done” so that you submit your answers in the completed survey. Once you have submitted your answers your page will be redirected to a ‘thank you’ page and once this happens you can click “Next” at the top right of the screen to move onto the next chapter.

If you encounter some technical issues whilst completing surveys (such as returning to the start of the survey when clicking “Done” rather than being redirected to the ‘thank you’ page, or not being able to click “Next” at the top right of the screen after being redirected to the ‘thank you’ page), here are some troubleshooting guidance to resolve some survey technical issues.

Clear Your Cache and Cookies: Whilst cache temporarily stores images, scripts, and other parts of websites you visit, cookies are also stored on your computer which contain user’s information such as site preferences or login status. Clearing your web browser’s cache and cookies removes these stored assets, and this may help resolve issues relating to the surveys.

See more details on clearing your cache and cookies in:

Browser’s Private Window: Firefox calls it “Private Browsing” whereas Chrome calls it “Incognito mode”. Browsing the web privately in Incognito mode stops your browser from remembering your activity so your browsing history, cookies and site data will not be saved, which is a way to avoid technical issues when completing surveys. Private Browsing or Incognito mode runs in a separate window from your normal browser’s windows.

For more information on browsing privately:

Switch Browsers: If you're using a browser that is not Chrome or Firefox, try switching to either of the recommended browsers. If you're using an iPhone mobile device, which has the Safari browser, try switching to a desktop or laptop device where you can use Chrome or Firefox.

If you have tried the above troubleshooting guidance for resolving survey-related issues and it has worked, please complete the same survey again following the ‘Submit Your Answers’ guidance to ensure your answers in the completed survey have been submitted.

If you've completed all of the survey troubleshooting steps above and are still unable to resolve the issue related to the survey, try some of the other above troubleshooting guidance for common technical issues.



Contact Us

If you've completed all of the troubleshooting steps above and are still unable to resolve a common technical or survey issue, please contact Music as Therapy International. If you do contact us, please describe to us in as much detail the issue you have encountered (please provide details of: what is the issue, where in the course you are experiencing the issue, the browser used to access the course, the version of the browser used, the device used and the device’s operating system), and send us screenshots or videos of the issue if possible.

If you encounter login issues, you can see more information about troubleshooting student login issues here, or you can contact Music as Therapy International.


यदि आपको और सहायता की आवश्यकता है तो हमें बताने के लिए यहां क्लिक करें

మీకు మరింత సహాయం కావాలంటే మాకు తెలియజేయడానికి ఇక్కడ క్లిక్ చేయండి