Troubleshooting

Can't log on? (stand-alone users only - not online classroom)

The pictures/sounds take a long time to load

Your internet speed is too slow. You'll need at least 2 mb/s. The average for the UK is around 7 mb/s. All kinds of factors can slow down internet speed, including:
Too many people using the internet on the premises - if you often have slow internet, it's often better to wait until a quieter time
Too many students using videos at the same time in the same room.

The videos stutter or stop

This is again because the internet speed is too slow. Please note that there is an SQ (standard quality) button on the video display panel. This results in lower quality but it will often be possible to see the videos now.

No sound

Check that the speakers are working (or headphones if you're using them) - try playing a standard music file like an mp3
Check the sound isn't muted
Check the speakers are turned on
Check the volume is high enough

If the speakers work for other software but not for Focus on Sound, it will probably be a browser issue (Chrome, Safari, Firefox, etc.). You might need your IT person to check this. Changing to Chrome will often sort out any issues.

Are you losing sound for the first question in a listening test? This could be because your school is blocking auto-play audio. Check with IT, but please let us know if this happens: help@focusonsound.com
Chrome has an advanced setting: Content settings: 'Allow sites to play sound' is selected by default but might have been turned off.
Computer games sometimes block sound from other sources.

Some schools block audio from external sites. If audio seems to be working on the equipment but not in Focus on Sound, this could well be the problem. In this case the school needs to unblock individual subdomains in Focus on Sound. Go here.

Can't find the results button