Lexia English Troubleshooting
Overview
This article describes troubleshooting steps to try if students encounter an error or alert message while using the Lexia English Language Development™ student application.
Applies to
Staff and caregivers who help students who use Lexia English Language Development™.
Microphone issues
Students may have an issue with microphone setup or calibration. For example, the microphone doesn’t seem to hear the student, or doesn’t accurately detect the student’s spoken answers. Students might see and hear messages such as “I didn’t hear anything”, “You seem really quiet”, or “You might need your teacher to help.”
Microphone check
For best performance and optimal speech recognition, have students use headsets that have microphones. Use one of the following:
USB headset with microphone
Stereo noise-canceling headset with microphone (3.5mm jack)
If the headset has a 3.5mm jack and the microphone isn’t recognized by the computer, see if the computer has more than one headphone jack. If it does, plug the headset into the one marked with a headset symbol.
Troubleshooting: Microphone not recognized
If Lexia English doesn’t hear the student during the warm-up calibration, you’ll see a pop-up message where you can choose the microphone input.
If the microphone is in the drop-down list in the error message, select it, and then select Try Again to attempt the warm-up calibration with the selected microphone.
If that doesn’t work, or if you don’t see the correct microphone in the list, try the quick fixes listed below.
Does the headset have a microphone? (typically the headphone plug will have three stripes if it has a microphone).
Is it on? If the headset has an on/off switch, make sure it is switched on.
Does the headset have its own volume controls? If the headset has a microphone volume control, is it set appropriately?
Is it plugged in all the way? Unplug and replug the headset. Make sure the headset is plugged all the way in.
Try another headset! Try using a headset that you know works with Lexia English on another device.
Computer or device sound settings check
If the microphone is not recognized after trying the quick fixes above, or if the speech recognition engine consistently has trouble hearing the student, check the following sound settings for your computer or device:
Is the headset selected as the input device in your computer sound settings?
A headset microphone may appear as a USB audio device or as a generic input device.
Computer sound settingsinput levels:
Check that the microphone input is not muted.
Set the input level to the middle, then use the level meters in the Lexia English calibration screen to confirm that your voice is detected, and adjust the input as needed.
Classroom considerations
Show students how to wear and use headsets.
Demonstrate how to calibrate microphones as explained in Microphone Set Up and Configuration for Lexia English.
Technical issues
If a student experiences a recurring technical problem using Lexia English, Lexia Support is happy to help you troubleshoot! You can send an error report right from the Lexia English program, but you’ll also need to follow up with the support team so they know who they should work with when researching the issue.
Here's how to report a technical issue with Lexia English
Select the Information Apple icon in the top right.
Copy and/or write down the Support ID number.
Select the tool icon
In the pop-up window, select Send to submit technical information to Lexia.
Contact Lexia Support. Include the following in your message:
The Support ID you copied, along with the student’s username* and the approximate time the error occurred.
Details about the technical issue (for example - “I submitted a ticket via the Lexia English student online program. My student was trying to calibrate the microphone and received this error message…)”.
*Data Privacy is important to us! To protect student data, please don’t include student personally identifiable information (PII) in written communication with Support. If the Lexia username includes PII such as the student’s full name or date of birth, identify students by their first name plus last initial.