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Technical Support

Everything you need to get crystal-clear audio, flawless video, and the best possible online lesson experience.

Technical Support Center

How Can We Help You Today?

Whether you are setting up for your first lesson or troubleshooting an issue, we have comprehensive guides and direct support to get you back on track.

Zoom Setup

Configure Zoom for optimal music lesson audio quality with Original Sound mode.

Setup Guide

Audio Issues

Fix microphone problems, echo, distortion, and optimize your sound quality.

Troubleshoot

Video Problems

Camera not working, poor quality, or display issues during your lessons.

Get Help

Connection Issues

Lagging, freezing, disconnections, and internet optimization tips.

Fix Now

Booking Help

Schedule lessons, reschedule, sync calendars, and timezone questions.

Learn More

Account & Login

Password reset, profile settings, payment methods, and access issues.

Manage

Essential Setup

Enable Original Sound Mode

Standard Zoom compresses audio and removes musical frequencies to optimize for speech. For music lessons, you need to enable Original Sound to hear the full range of your instrument or voice.

This preserves dynamics, overtones, and the nuances that make music beautiful.

Original Sound - Preserves full audio spectrum
High Fidelity Mode - Studio-grade audio quality
Stereo Audio - Full left/right sound field
Headphones Required - Prevents echo and feedback

Complete Zoom Guide

Computer

Windows 10+ or macOS 10.13+
Dual-core processor Quad-core recommended
4GB RAM minimum 8GB+ recommended
720p webcam 1080p recommended
Chrome, Firefox, Safari, or Edge
Zoom Desktop Client (latest)

Mobile & Tablet

iOS 14.0+ or Android 10+
iPad recommended for larger screen
Zoom mobile app (latest version)
Front-facing camera
Wired headphones with mic
Stable WiFi (not cellular)

Internet

3 Mbps minimum 10+ Mbps recommended
3 Mbps upload 5+ Mbps recommended
Latency under 100ms Under 50ms ideal
Ethernet preferred over WiFi
Close bandwidth-heavy apps
Test at fast.com

No Audio / Mic Not Working

Cannot hear or be heard

Check Zoom is not muted (bottom left)
Zoom Settings > Audio > Select correct mic
Click "Test Mic" to verify
Check system permissions for Zoom
Close other apps using microphone
Unplug and replug headphones
Restart Zoom completely

Camera Not Working

Black screen or no video

Check video is enabled in Zoom
Zoom Settings > Video > Select camera
Check for physical camera cover
Grant camera permission in system
Close FaceTime, Photo Booth, etc.
Update camera drivers (Windows)
Restart computer if needed

Poor Connection / Lag

Freezing, cutting out

Move closer to WiFi router
Use ethernet cable if possible
Close streaming apps and downloads
Ask household to limit usage
Turn off HD video in Zoom
Disable virtual backgrounds
Restart router if needed

High Notes Cut Off

Violin, flute, soprano distorted

This is caused by audio compression
Go to Zoom Settings > Audio
Enable "Original Sound" option
Turn on "High fidelity music mode"
In meeting, click "Turn on Original Sound"
BOTH parties need this enabled
See our Zoom Guide for details

Platform Guides

Help for Your Device

Select your platform for tailored setup instructions.

Windows PC

Download Zoom Desktop Client. Check audio in Sound Settings. Grant permissions in Privacy settings.

Mac

System Preferences > Security & Privacy. Enable Camera, Microphone, and Screen Recording for Zoom.

iPad & iPhone

Settings > Zoom > Enable Camera, Microphone, Local Network. Use wired headphones for best audio.

Our support team is available Monday through Friday, 8 AM to 10 PM EST, and Saturday 9 AM to 5 PM EST. For urgent issues during lessons, use the live chat feature for fastest response. Email support typically responds within 24 hours.

Click "Forgot Password" on the login page and enter your email. You will receive a reset link within minutes. Check spam if not received. Link expires in 24 hours.

Yes, but computer or iPad is recommended. Phones have small screens. Use landscape mode, stable surface, and wired headphones. Original Sound is available in Zoom mobile app under Settings > Meeting.

Wait 10-15 minutes in the meeting room. If not joined, email us immediately at info@theglobalconservatory.com with your booking details. We will reschedule and ensure no charge for missed lesson.

Zoom compresses audio by default. Enable "Original Sound" in Zoom Settings > Audio > Music and Professional Audio. Turn on "High fidelity music mode." Both you AND your teacher need this enabled. See our Zoom Guide.

Ask your teacher for permission first. If approved, use Zoom's built-in recording. Recordings are for personal practice only and may not be shared publicly without consent.

Log in to your account > Bookings. Reschedule or cancel up to 24 hours before without penalty. Within 24 hours may be charged. For emergencies, contact us immediately.

Minimum 3 Mbps up/down. Recommended 10+ Mbps for HD and high-fidelity audio. Test at fast.com. Wired ethernet is better than WiFi. Close other apps during lessons.

All times display in YOUR local timezone based on your account and browser settings. Check timezone in profile if times seem wrong. Confirmation emails also show your timezone.

Get Help

Contact Support

Cannot find what you need? Our team is here to help you get back to making music.

Emailinfo@theglobalconservatory.com
HoursMon-Fri 8AM-10PM EST, Sat 9AM-5PM
Live ChatAvailable during support hours
Response TimeWithin 24 hours (usually faster)