Tutor audio not playing

Hi, I currently can't get the tutor audio to work. I've tried it in Chrome and Firefox, and have rebooted my PC.

Pressing the Lesson button does nothing; pressing the “Play Conversation” button under “Play it!” results in the conversation scrolling through, very quickly, but no sound emerges.

Pressing “Play as Sandra” (or whoever) allows me to speak and it records my input, but doesn't play the tutor parts.

Pressing “Replay” it outputs my audio parts but again not the tutor audio.

Pressing any of the individual audio phrase buttons gives me the message “The element has no supported sources” in a red box, which then disappears after a couple of seconds.

As far as I know I have had no updates since I last used Rocket, which was last Saturday (the 5th August). 

Is there a setting I need to use? 

I'll try again tomorrow and if it resolves I'll update this post.

Hi there, Peter, 

I'm sorry to hear that you're experiencing audio issues with the tutor. Let's try to troubleshoot this together. 

Here are a few steps you can take:

• - Clear Browser Cache: Sometimes cached data can cause issues with audio playback. Try clearing your browser's cache and cookies, then restart your browser and try again.
• - Check Browser Permissions: Make sure that your browser has permission to access your microphone. Usually, when you click on "Play as Sandra" or similar buttons, a pop-up window will ask for permission to use your microphone. Check if you might have accidentally blocked this permission.
• - Check Audio Output Settings: Make sure your computer's audio output settings are correctly configured. Test your audio with other applications to see if it's working.
• - Update Browser and Plugins: Make sure your browser and any relevant plugins are up-to-date.
• - Try Another Device: If you have access to another device, try accessing Rocket Languages from there to see if the issue persists.

Technology can sometimes be a bit finicky, but I'm sure we will help you get it sorted out, just let me know how it goes after these steps. 

Good luck, and I hope you're able to enjoy your language learning experience without any further interruptions!

Hi Enxhi,

1. 1) Just cleared the cache and no joy I'm afraid.
2. 2) I believe that I do have permission to use the microphone as I've been able to use the “Play as…” feature, and it does record my voice. 
3. 3) Audio output is fine on other applications; it also works for my own input on the “Reply” option: I hear my responses but not the tutor's/
4. 4) Unfortunately I have to go out, but Ill check the plugins and/or try it on my laptop tomorrow.
5. Thanks for the prompt reply!

Hi Peter,

Thank you for providing more information. It seems like you've already gone through some troubleshooting steps, and it's unfortunate that the issue persists. If clearing the cache and checking the permissions didn't resolve the problem, trying it on your laptop and checking the plugins might provide more insights into the issue.

If you continue to experience difficulties with the audio, please complete also the missing steps, and if the issue persists let me know, so I can escalate it further.

Best of luck, and I hope the issue gets resolved soon, so you can continue your language journey smoothly!

Hi Enxhi,

I had the same problem this morning, both on my desktop and laptop.

After some experimenting I believe the problem relates to Norton VPN.  If I turn it off it doesn't immediately start working but when I log out of Rocket and back in again it does work. Turning the VPN on is OK, but again if I log out and log back in, it then gives the problem. (I get similar problems with BBC iPlayer & Amazon Prime Video, which think I'm not in the UK if I have VPN on.)

The solution at the moment, as far as I can see, is to turn off VPN before logging in to Rocket Langs after which it is probably ok to turn it back on.

Some weird glitch, but I do now have a workaround.

Something to think about for your technical team.

Thanks.

Hi Peter,

Thank you for sharing your findings and the workaround you've discovered. It's interesting to hear that the issue with tutor audio not playing seems to be related to Norton VPN. Your observation about turning off the VPN before logging into Rocket Languages and then possibly turning it back on is valuable information that might help other users facing a similar problem.

We appreciate your proactive approach in troubleshooting and sharing your solution with the community. This kind of collaboration helps create a more supportive learning environment for everyone.

Rest assured, I'll pass this information along to our technical team for further investigation. If other users encounter a similar issue, your workaround could be a helpful temporary solution.

Thank you once again for your contribution and for being an active member of our Rocket Languages community! :)