Technical Issues – Yup Tutor Community

Bug Reporting Procedure + Updates/Reminders

NEW BUG REPORTING PROCEDURE

Starting immediately, we ask that you use the Tutor Dashboard’s built-in Report Bug button to let us know about technical issues you face.

We invite you to continue to use the #system_issues room on slack to communicate with other tutors about bugs after reporting via Report Bug (UserSnap). Additionally, if a bug you are facing is significantly impacting your shift, please continue to let us know via tutor.support@yup.com.

Using the ‘REPORT BUG’ Button (UserSnap)

STEP 1
Click the ‘Report Bug’ button on the bottom right of your tutor dashboard to launch the bug reporting screen.

STEP 2
Use the pen tool to mark your screenshot if necessary and use the comment box to tell us more about the bug.

- - - Do your best to be as detailed as possible about how the bug presented itself, and/or how it affected the session, or your experience using the platform (even if you think the screenshot is self-explanatory!)
    - For example, instead of saying the session is lagging, try saying messages/images/whiteboard are taking a long time to send, or messages are out of order/repeating in the session.
    - Always include your email, the date, time and time zone in order to better find and investigate bugs reported.

STEP 3
Click “Send” when you are done illustrating and explaining the bug that you are experiencing.

Check out the Yup Bug Reporting Instructions doc for more details.

TUTORING UPDATES/REMINDERS

PRE-SESSION QUESTION TIP
- Use the canned responses filed under Initial Probing along with the student’s answers to the pre-session questions to speed up Gap Clarification Phase.
  - For example, if they indicate that have solved similar problems, you might utilize the following canned response:“Looks like you’ve done similar problems before! Based on those, do you have any ideas about what we could try here?”
ACHIEVEMENTS UPDATE
- As of this month, Yup tutors have sent over 15,000 Achievements to students! The team’s favorite Achievement to send is All-Star Answer with close to 7,000 awarded since the feature launched in late November 2018. Let’s keep this trend going, all!
- The record for most Achievements sent in a single session is Session #406409 in which veteran tutor Bharathi Vavilakolanu sent 26 Achievements over 108 minutes!

Keep up the great work and happy tutoring!

— Team Yup

Tutor Dashboard Performance Tips + Tutor Bios

TIPS FOR OPTIMIZING TUTOR DASHBOARD PERFORMANCE

Image result for lightbulb flat png

A common concern we hear from tutors is that the Tutor Dashboard is slow, unstable or failing to perform as expected. Often these issues can be due to technical bugs which the Engineering team must investigate and resolve. Other issues however, may be related to your computer, operating system/browser settings, or internet connection.

The following is a list of guidelines that will ensure both tutors and students are having the best possible experience using the platform. As we work towards a more stable Tutor Dashboard, we ask that you adhere to these guidelines until further notice – this will increase the likelihood that any bugs being reported are an issue on our end rather than yours:

Avoid watching videos or using applications in full screen
For many operating systems this will cause notifications to fail and sessions to be unknowingly passed
Avoid streaming media or downloading large files
Because these activities require more bandwidth and memory, they may reduce dashboard performance
Disable Chrome’s ‘background timer throttling’
This feature was introduced to prevent backgrounded tabs from using up system memory. For apps like Yup’s Tutor Dashboard, this setting has a negative impact on performance and may cause passed sessions. To disable the setting, copy and paste chrome://flags/#expensive-background-timer-throttling into your Chrome address bar and disable “Throttle expensive background timers” – as shown below:
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Limit open tabs and applications during a shift
Keep your Chrome tabs to a bare minimum during shifts to avoid using up memory. Running programs in the background along with Chrome may also have negative consequences for the Tutor Dashboard. We recommend a computer with 4 GB of memory at the very least.
Ensure reliable internet connection (5- 10 mbps min.)
See our latest post for more information: Practice Dashboard + Internet Connectivity

TUTOR BIOGRAPHIES FOR NEW TUTORS

If you are newer to the Tutor Team and have not been asked to complete a Tutor Biography, please take a moment to do so:

UPDATE YOUR TUTOR BIO ›

Read more about Tutor Biographies in our post from last Autumn:
Tutor Biographies (2018/10/09)

Happy Tutoring!

— Team Yup

Inactive Student Bug + Holiday Schedules

INACTIVE STUDENT BUG

As many of you may have noticed, we have recently seen an increase in sessions affected by a bug which triggers the inactive student auto-end feature, even when the student is active in the session.

In order to address this issue, we have removed the trigger altogether – this means it will be up to tutors to end sessions in which the student stops responding. Here are the two situations for which you would need to manually end the session:

The student does not send a message to the chatroom within 2 minutes of the session beginning
The student does not respond to a question for 5 minutes and is unresponsive when checked on

We have added new Canned Responses to the Session Ending category to accomodate to the above situations. Please be sure to send the appropriate Canned Response before ending the session.

HOLIDAY SCHEDULES

As the end of the year grows near, preparations have begun for the upcoming holiday break during which schools will be closed and traffic will be greatly reduced.

If you are hoping to take time off in the coming weeks, please fill out the Scheduling Form using the “Time off Request” option as soon as possible so we can plan accordingly.
Note that even if you do not request time off, you will likely see a temporary reduction in your weekly hours to adapt to the expected decline in traffic. If there are certain shifts you would prefer to give up, please use the Time off option in the Scheduling Form to let us know.
We will be in touch in the coming week to share your temporary holiday schedule, which will likely go into effect for the period of 12/24 – 1/6.

Have a great weekend, tutors!

— Team Yup

New Resource + Dashboard Bugs

RUBRIC STANDARD INFOGRAPHICS

Earlier this year, we introduced a flowchart-style infographic to guide tutors through the Gap Clarification Phase, as measured by Rubric Standard 1.1. This week, we are excited to introduce similar, infographic-style visual aids to clarify every standard on Yup’s tutor rubric.

These resources aim to break down the best practices for each standard in ways that are easy to reference and understand. In addition to providing tips and suggestions for earning the rubric point(s), they will also guide you through common situations that may arise in a session.

These resources can also be found within our Yup Teaching Standards document on their respective rubric standard slides.

DASHBOARD BUGS

As the Engineering Team continues to diagnose and tackle Tutor Dashboard issues, it is now more important than ever to report any bugs you are experiencing during a shift. The most helpful way to report these bugs is to share a screenshot of the error messages in Chrome’s Developer Console so we can pass these on to the engineers.

To open the dev console, follow the path below in Chrome:

Chrome settings > More tools > Developer tools > Console

Note: We want to capture specifically the error messages listed in the console. You can click the “Default levels” drop-down menu and select only the “Errors” option to see just error messages.

Once you have captured the error messages, please share the image(s) in the Slack #system-issues channel along with a description of the issue you experienced. For urgent errors that prevent you from teaching, please also share this information with us at tutor.support@yup.com.

Thanks in advance for your help, and for your patience and understanding with these issues!

— Team Yup

Dashboard Bug Update + Tutor Biographies

⚠ URGENT: TUTOR DASHBOARD TIP ⚠

If you are waiting for an incoming request during a shift, it is extremely vital that you are waiting on the ‘Live Sessions’ page at yup.com/tutor_dashboard/waiting_room rather than the ‘Dashboard’ page yup.com/tutor_dashboard/.

**Select “Live Sessions” from the drop down menu to ensure you can receiving incoming requests.**

Waiting on the Dashboard page during a shift means you may not receive incoming session notifications. It also means you will have to navigate back to the Live Sessions page after receiving the notification in order to see the Claim button.

Stay on the Live Sessions page during your entire shift to avoid passing sessions.

While we do encourage you to frequently check your workbook and completed sessions on the Dashboard page, until a fix for this is released in the coming days it is important to stay on the Live Sessions page throughout the duration of your shift. Note that your workbook is accessible from link at the top of the Dashboard page.

TUTOR BIOGRAPHY QUESTIONNAIRE

We are currently working on a new feature that will help tutors and students build rapport throughout their sessions. After interviewing in-person tutors, we found that they often share fun information about themselves to create a connection with a student. Our new tutor bios with fun personal facts will allow students to learn more about you, creating a more comfortable learning environment.

Please complete the following questionnaire by Sunday, October 14th – this should take no more than 5 minutes. (If you are unable to do so, we will create biography answers for you ?.)

UPDATE YOUR TUTOR BIO ›

Happy tutoring!

— Team Yup