Help Center

Need help? We’ve listed solutions to the most common Forte issues below.

If you encounter an issue that is not covered below or want to talk directly to a Forte team member, please reach out here.

Troubleshooting Guide
The quickest fix to most issues: Hard Refresh
Most browser-related issues you experience can be solved simply by completing a hard refresh of your browser. Based on which device you’re using, follow these instructions:

Mac: Shift + command + R

PC: Ctrl + F5

iPad: Close the Safari tab where you were accessing Forte. Tap the browser tab icon in the upper right corner of the screen, tap the X in the upper left corner, then open a new tab to access Forte. Simply closing the Safari app will not do the trick. Read more here.
I’m not able to turn on my microphone and/or camera while in Forte
If you are having issues turning your camera or microphone on during your Forte session, it may be due to permissions. To fix this issue, you will need to give the Chrome browser (on a desktop or laptop computer) or Safari (on iPad only) permission to use the camera and microphone .

On Chrome:
Click the lock icon to the left of your address bar in the Chrome browser
In the dropdown under Notifications, you will have the option to allow access to your Microphone and Camera.

If this doesn’t solve the issue, continue to the following steps:

On a Mac:
Navigate to your System Preferences
Navigate to Security & Privacy
Unlock your system security & privacy settings by clicking on the lock in the bottom left corner
Select Camera and make sure the checkbox is checked next to the Chrome browser
Repeat this step for the Microphone option
Exit System Preferences.
Close and restart your Chrome browser.

On Windows:
Click the Start menu and then the gear icon (Settings).
Go to Privacy.
In the sidebar on the left, under App Permissions click Camera (or, respectively, Microphone). Make sure that Allow apps to access your camera (or microphone) toggle is turned on.
Scroll down to the next section, called Allow desktop apps to access your camera (or microphone).
The Chrome browser should be listed under this section. Just like before, make sure the toggle is turned on.
Quit and restart your Chrome browser.
I'm hearing an echo during my lesson
An echo can sometimes be caused when the microphone and speaker are too close together. To solve this, you can try the following steps:
Leave the lesson, perform a hard refresh of the Chrome browser (see “Hard refresh” above), and re-enter the lesson.
Use headphones during the lesson to avoid the microphone picking up the sound.
Try using an external microphone pointed away from the speakers.
If you are using external speakers, try to move them away from the mic.
I can’t click the screen share icon
If you are having issues sharing your screen during your Forte session, it may be due to permissions. To fix this issue, you will need to give the Chrome browser permission to screen share.

Please note: If you are using Forte on an iPad, you will not be able to screen share.

On a Mac:
Navigate to your System Preferences
Navigate to Security & Privacy, then click Privacy
Unlock your system security & privacy settings by clicking on the lock in the bottom left corner
Select Screen Recording and make sure the checkbox is checked next to the Chrome browser
Exit System Preferences.
Quit and restart the Chrome browser.

On Windows:
The Chrome browser will automatically have permission to view and record your screen. If you encounter problems sharing your screen, email us at help@fortelessons.com and explain the specific issue. We will try to resolve the issue as quickly as we can.
I can’t hear my teacher/student or they can’t hear me
Usually, this can be fixed by exiting the Forte session and conducting a hard refresh (see Hard refresh instructions above). Both you and your student should perform a hard refresh. After you perform the hard refresh, re-enter the Forte session, and this issue should be resolved.

If you are still having issues, it may be because you haven’t given permission for the browser to access your microphone. To do this, do the following steps:

On Chrome:
Click the lock icon to the left of your address bar in the Chrome browser
In the dropdown under Notifications, you will have the option to allow access to your Microphone and Camera.

If this doesn’t solve the issue, continue to the following steps:

On a Mac:
Navigate to your System Preferences
Navigate to Security & Privacy
Unlock your system security & privacy settings by clicking on the lock in the bottom left corner
Select Microphone and make sure the checkbox is checked next to the Chrome browser
Exit System Preferences.
Quit and restart the Chrome browser.

On Windows:
Click the Start menu and then the gear icon (Settings).
Go to Privacy.
In the sidebar on the left, under App Permissions click Microphone. Make sure that Allow apps to access your microphone toggle is turned on.
Scroll down to the next section, called Allow desktop apps to access your microphone. The Chrome browser should be listed under this section. Make sure the toggle is turned on.
My video and audio are out of sync
Common causes of audio/video sync issues include:
1. Bluetooth: Unlike wired headphones/speakers, Bluetooth devices can cause a noticeable delay between the video and the audio.
2. Unnecessary computer activity: Close apps you’re not using. Close browser tabs you don’t need.
3. Internet connection: Forte works best with a strong and steady internet connection (minimum download speed of 50 mbps and upload speed of 10 mbps). You can use fast.com or speedtest.net to test your internet connection.
I’m sharing a song on my Apple Music/Spotify and my teacher/student cannot hear it
Because Forte is a browser-based platform, in order to share sound while in your lesson, the sound source will need to be from the Chrome browser. The following steps will allow you to do so:

Sharing audio from a music provider (Apple Music, Spotify, YouTube, etc.)
First, log into your music provider in a new Chrome tab.
Once you log into your account, select the Screen Share option in Forte and select Chrome Tab.
Make sure the Share Tab Audio option is checked.
Your teacher/student should now be able to hear and see the selected tab.

Sharing audio from an mp3
First, open a new Chrome tab.
Then, you can select the mp3 file you wish to share and drag it from your desktop/Apple Music into the new Chrome tab.
This will create a simple audio player within the Chrome tab.
Select the Screen Share option in Forte and select Chrome Tab.
Make sure the Share Tab Audio option is checked.
Your teacher/student should now be able to hear and see the selected tab.
I’m experiencing a hissing sound
This hiss you are experiencing is likely a feedback loop. It happens when the user’s mic and speaker are too close together or pointing at one another. The most common occurrence of this is when someone is using both the internal microphone and the speakers on their laptop for a lesson. The feedback loop is created when sound is picked up by their mic and also being played through their speakers.

Troubleshooting Options:
1. When the hissing grows too loud, muting yourself breaks the loop. Mute yourself for 1-second, then unmute. This will temporarily fix the hissing.
2. Ask your student to use an external USB mic pointed away from the laptop.
3. Ask your student to use headphones.
4. Turn off Forte Pure Audio by toggling on Noise Suppression
How can I sign up for multiple accounts to take lessons from different teachers? (Students only)
Signing up for multiple accounts is simple. All your accounts will be attached to a single email address, which is where all updates and important communications will be sent.

To set up individual accounts for each teacher’s studio, all you need to do is add a plus symbol (+) to the main part of your email address.

For example: if your email is Johnsmith@email.com, and you want to create a studio for your clarinet lessons, you add +clarinet to the main part of your email, making it Johnsmith+clarinet@email.com.

This will allow you to have a different login for each teacher you sign up with (ex: johnsmith+clarinet@email.com, johnsmith+saxophone@email.com).

Doing this will allow you to create as many Forte accounts as you need while connecting to your main email account.

If you still need assistance, shoot us an email at help@fortelessons.com