Because our school is 100% digital, the chances you'll have a tech issue at some stage at inevitable. Stay calm! We'll get you back up and running as quickly as possible.
Some tech issues will require us to manually fix something for you, which may take a number of days depending on the complexity of the issue. Some tech problems are easily fixed, and will likely depend on your browser and internet settings.
Before contacting us with your tech issue, see if you can fix it yourself first (this will be the fastest way to a solution), by checking the following list of common tech problems:
Troubleshooting Common Tech Problems
If you're having trouble logging onto our website, or it's taking ages to load, please check you have a solid internet connection. Load times and sluggishness can be caused by poor internet connection on your end.
If your connection feels slow, we recommend testing your internet speed:
Go to Google.com.
internet speed test.
Tap or click Run Speed Test.
You will get a summary of your internet's performance and whether there might be any issues. If you are experiencing consistently slow internet speeds, contact your internet service provider. There may be a fault, or issue. These are numbers (below) that are considered acceptable. If yours are significantly lower than this, it's likely there is an issue with your internet service provider. If your numbers are significantly higher, it's likely you live in a country other than Australia and have far superior internet!
Having multiple devices running in your house at the same time (someone streaming Netflix on a computer, someone watching YouTube on an iPad and you trying to connect to Virtual Piano Academy on a smartphone, might be too much at once for your internet service provider. If you're on a basic Broadband plan, you may hit your limit quickly with many devices operating at once. Even on a fast internet plan, you may max it out, depending on the internet usage across your house at any one time. Time of day can also affect this (evenings are the worst!).
We recommend having no other family members using the internet (or minimising it by avoiding heavy internet tasks like video streaming) whilst you're using Virtual Piano Academy.
Issues Logging On
If you can't gain log on to Virtual Piano Academy, it may be because your monthly credit card payment has failed. We charge all students their monthly fees on the 15th of each month. If your credit card payment fails, you immediately lose access to Virtual Piano Academy, and won't be able to log on. If you're having login issues around this date, please check that you have sufficient funds in your account. If your credit card payment was unsuccessful, we will reattempt to charge your credit card 4 more times during the week following the 15th. If funds are cleared during this time, you will automatically regain access and be able to log on again. For more information on what happens when your credit card payment fails, please read this article.
Make sure you are using the correct email and password (the same one you used when joining Virtual Piano Academy)....and make sure you have spelt both of these correctly.
If you need to change your email or password, we outline how to do so here:
If a link isn't working (the link to The Academy HIVE for example), try finding the link elsewhere on the website. We often link to The Academy HIVE, the Calendar of Events and other portals in various different places across the site. Try using an alternative link (like the ones in this paragraph). If the problem persists, let us know :)
Videos or Images Not Loading
If an image or video doesn't load, give it a minute or two. Depending on the strength of your internet connection, loading large videos or photos may take a little longer than normal. If it still won't load, try refreshing your browser. Turning your wifi off and on again can sometimes help too.
Video issues are often caused by a browser problem on a student's computer. It may be that your specific browser does not support our video file type. We recommend that all internet browsers be up to date to minimise this potential problem. If you're not sure what browser you're using you can check out here: https://www.whatsmybrowser.org/
We recommend using Google Chrome. Unfortunately, Safari is often the default browser on iPhones and Apple Devices, but you can download and use Google Chrome for free.
If you're still having trouble, try using a different browser. If you're using Firefox, try using Safari or Chrome, and vice versa. It's amazing how each of these browsers functions differently and can affect your user experience.
You can update to the latest version of Chrome here.
Other Solutions to Try
Try clearing your cache and restarting the browser.
Try restarting the device (it's a cliche, but it often works!)
If possible, try a different device!
If possible, try a different internet connection! School and/or corporate firewalls occasionally block our video provider. If you're trying to log in and use our website in a public place (like a cafe or library) there may also be firewalls blocking access to our videos. Try using your phone's cellular data in this case.
Make sure you are not using a private or incognito browser, as this can affect cookies and preferences you have set.
How To Submit Weekly Showcase Videos When Having Technical Issues
If you have technical issues and you are having trouble uploading your videos using the method above, you have two options:
Upload your Weekly Showcase videos to your personal Dropbox, Google Drive or other cloud storage system you may use. Send the link to your teacher on your lesson day using the pop-up chat window. This should only be used in an emergency if you can't use the method outlined on this page.
If you are having issues recording videos on your phone, or you don't have Dropbox or Google Drive, we recommend recording your videos using Loom. Loom currently only works on iPhone or iPad (not Android mobile devices) but does work on any laptop (PC or Mac). Loom will let you record 25 videos for free. You can actually create as many videos as you like, but Loom will only let you access your most recent 25 videos. The workaround is that you save these 25 videos onto your computer (or mobile device) then delete them from Loom, and continue recording another 25 videos. Please note, you cannot record a video using your smartphone's camera, then upload these videos to Loom. If you're going to use Loom, you have to record your videos using their App. It will then automatically upload your video into their cloud, and give you a link. Anyone with this link can then view your video. You can send this link to your teacher using the pop-up chat window. If you've created multiple videos, you will need to send a link for each video. Again, only use this method if you can't use the method outlined on this page.
Still Can't Solve Your Tech Issue, Or Notice Something Else That Doesn't Work On Our Site?
If you see something on the Virtual Piano Academy website that isn't working quite right, let us know by sending us a message using the pop-up chat...and we'll get onto fixing it.
Include a screenshot of the issue, a link to the page that has the error, and a detailed description of the problem you are experiencing. We'll then get onto fixing the bug as quickly as possible.
Don't worry, no bugs will be harmed in the process! :)