Technical support for your Opera Helps session

Sound quality

We want you to have the best possible sound quality so you can have the most effective experience. Whichever type of device you are using, if you have it connected to a good sound system that’s great. If not, we recommend using headphones to get a better sound quality than your device's built-in speakers.

 


Video image

For Opera Helps video calls it’s important that you and the singer can see each other as clearly as possible. The larger the screen, the better.

Because of the smaller screen size we don’t recommend using a smartphone for Opera Helps sessions, although if this is the only way you can make video calls it will still work.

 


Internet connection

We recommend using broadband internet (wired or Wi-Fi) rather than mobile data as video calls use up a lot of data that your provider may charge you for.

To help you get the best connection, we recommend arranging in advance for other users of your internet to avoid streaming or video conferencing at the same time as your call is taking place.

 


Using Google Duo

Google Duo is one of many applications that enables video calls over the internet. It works both as an app and in a web browser, so you can use it on a computer, tablet, smartphone or even a Wi-Fi enabled TV that has a camera.

Google Duo works either by linking through a Google account, or by using your phone number.*

As well as being universal, we’ve chosen it because it has the best audio quality of all the video calling options we tested (including Zoom) and good audio quality is important to make the Opera Helps experience as good as it can be.

The best and simplest way to use Google Duo for Opera Helps is on a computer or laptop.

Setting up Google Duo for first time users

Below we’ve outlined how to set up Google Duo on various devices.

On a computer or laptop:

On a computer, you access Google Duo through a web page and all you need to do is sign in. If you don’t already have a Google account, it is quick and easy to set one up.

Watch this video to see the simple process step-by-step

 

You need to use a computer or laptop that has a webcam.

In advance of your session:

Open a web browser and go to duo.google.com

Click “Try Duo for Web” and then you will be asked either to sign in or create a Google account. NB There will be an option to add your phone number should you want to, but it is unnecessary for Opera Helps.

You need to check your audio and video set up is working. (Some browsers will allow this automatically, but not all). To do this, select “Settings” - the cog symbol in the top bar of the page. From the list, select “Manage audio and video sources.” A pop-up window will show you the available sources, you'll see a small live image from your camera if it is set up and there is an option to play a test sound.

NB It's easy to enable video and audio, but each browser will be slightly different.  You should be able to set the camera and microphone access permissions in the web address bar - either right clicking in bar, or on the padlock symbol, and you'll see a drop-down menu for permissions.

Once that's done, you’re ready to use Duo.

On the day:

At least 5 minutes before your scheduled session, go to duo.google.com and sign in. You may like to test your sound and video are working again.

Keep that web page open and visible to you to ensure you don’t miss the call. Answer the call when it rings, and enjoy your session.

On an Android device:

You’ll need to [download the app via this link] or by searching for it on the Google Play store. Once its downloaded, open the app and follow the on screen steps to complete the set up.

[Watch this video to see the simple process step-by-step.]

Make sure to allow notifications so you can see when a call comes in. At the time of your call, your device should notify like any other video call app, eg WhatsApp.

If you haven’t yet, please give us your Gmail address for us to call you on Google Duo.

NB: For Opera Helps you don’t need to give Google Duo access to your phone number and contacts. The first screen pop up screen seems to be granting permission for this alongside your camera and microphone but in fact it isn’t, so you should press “Give Access" at this point and then on the next screen you’ll be given the option to allow or reject access to your phone number and contacts. 

On an Apple iOS device:

You’ll need to download the app via this link or by searching for it on the App store. Once it is downloaded, open the app and follow the on-screen steps to complete the set up. If you are using an iPhone it will ask you to verify using your phone number, on an iPad it should prompt you to login to your Google account or to set one up.

Watch this video to see the simple process step-by-step.

 

Make sure to allow notifications so you can see when a call comes in. At the time of your call, your device should notify you like any other video call app, eg FaceTime or WhatsApp.

If you haven’t yet, please give us the details for us to call you on Google Duo, whether this is your Gmail address or phone number.

NB: Even if you use your phone number to verify, for Opera Helps you don’t need to give Google Duo access to your contacts. One of the first screen pop up screens seem to be asking your permission for a list of things, including your contacts, but in fact it isn’t, so you should press “Give Access” at this point. This will take you through to a further series of pop-ups where you give permission for each thing individually, and you can choose not to give permission for access to your contacts.

Troubleshooting problems:

If Google Duo isn’t working for any reason, you can find troubleshooting tips on their website.

*If neither of these options is possible for you, please discuss it with us.