Question 1

How do I log in? test

Accepted Answer

Simply click the 'login' button on the top right of the page or visit: https://learn.tute.com/sos/login

Question 2

What browser is best to use?

Accepted Answer

Chrome or Firefox work best

Question 3

My login isn’t working / I’ve locked myself out, what can I do?

Accepted Answer

Check you are trying to login at https://student.tute.com/lessons
Make sure you are entering your username and password exactly as it has been provided to you – passwords are case-sensitive. If you enter 5 incorrect combinations you will get an error message and will need to contact the SOS team on 01483 519800 who can get your password reset.

Question 4

What kind of headset do I need?

Accepted Answer

We recommend that you use a USB headset for Tute lessons. (Headset = headphones with attached microphone)

Question 5

What kind of internet connection do I need?

Accepted Answer

Recommended internet speeds for Tute lessons:
Download: 2.0 Mbps
Upload: 0.5 Mbps

You can check your internet connection speed at http://www.broadbandspeedchecker.co.uk Once the page has loaded, simply click the 'Start speed test' button. Wait for the test to complete, and you will see your Download and Upload speed results - Please note this is a 3rd party website.

Question 6

Should I use WiFi or a wired internet connection?

Accepted Answer

Tute lessons work best on a wired internet connection. Where possible, connect your computer to your Internet Router/Hub using an Ethernet cable. One of these cables are normally supplied with your router, but can be purchased in various lengths on the internet.

If you need to rely on WiFi, ensure your signal strength is strong and that other users internet activity in your household does not affect your wireless connection. Managing updates and other internet connected software Please ensure no other applications are using the internet during your lesson, including Windows Updates. This can have an effect on your available internet bandwidth, which in turn may affect the quality of your lesson.

Question 7

My teacher can't hear me / I can't hear the teacher?

Accepted Answer

If you are having trouble communicating with your teacher, check the steps below:

Ensure your headset hardware isn’t on mute and the volume is turned up.

Ensure your computers sound volume and microphone volume is turned up and not muted.

On the Tute platform, click the headset icon to leave audio, then click again to re-run the Audio Setup – test your speakers and microphone – If working, click ‘Join Audio’

If none of the above worked, close your internet browser completely, including all open windows and tabs. Ensure your headset remains connected. Open your internet browser again and log into your lesson – use the Audio Settings test tool to make sure your headset is working before clicking on ‘Join Audio’

Question 8

The audio and video streams are not in sync. Why?

Accepted Answer

Your local computer network may be experiencing high traffic – try refreshing your web browser. Other running applications on your computer may be slowing the lesson down.

Check for other applications running on your computer – close any you do not need for your lesson. You may have a bad connection to our server – click refresh your web browser to refresh your connection. Press F5 key to refresh or click the refresh icon next to the address bar on your internet browser.

Question 9

I am unable to connect to lesson, what should I do?"

Accepted Answer

1. Check your internet connection.

2. Make sure all lights are lit on your router.

3. Check you can browse to other websites.

4. Refresh the page. If you still cannot connect, please call the SOS office on 01483 519800

Question 10

I'm contacting you from a school - how do I book lessons?

Accepted Answer

All Surrey schools have access to the Surrey Education Services Hub https://surreyeducationservices.surreycc.gov.uk/ - there is a link to our online referral form on our pages in the Hub. If you need a login your School Business Manager should be able to set this up for you.

Question 11

I am contacting you from a Surrey CC service how do I make a referral?

Accepted Answer

Please search for Surrey Online School on the internal OurSurrey SharePoint to access our internal SharePoint site with links to referral forms. You can also message us on Teams.

Question 12

I am a parent wanting online lessons for my child, or to find out more information. How do I do this?

Accepted Answer

Unfortunately we cannot take lesson bookings directly from parents, nor can we support Electively Home Educated children. If your child is on roll at a Surrey school we recommend you speak to the school to discuss. If you would like to speak to one of the SOS team please let us know.

Question 13

How can I find out what lessons and subjects are available?

Accepted Answer

Current timetables of what we can offer is available on our Our Offer page https://www.surreyonlineschool.co.uk/our-offer (scroll down to see timetables)

Question 14

What textbooks are need for SOS courses?

Question 15

Service status of SOS?

Accepted Answer

Surrey Online School's live status