Attendee Troubleshooting Guide

You may find some attendees report have issues viewing your event which are typically localised to their own device, browser or network connection.

To confirm it is a local issue, we'd recommend accessing the event auditorium to see if you can view the broadcast as intended (please note, we recommend you access on an alternative device to the device you are accessing the studio).

Please find below a list of troubleshooting messages you can send to attendees via Ask a Question / Engagement Wall. 

If an attendee asks if the event has started or advises having issues viewing:

1. Hi. Thanks for joining us. The session has started, please refresh your browser if you cannot see/hear the event. 
2. Hi, thanks for joining us. If the stream is not coming through clearly for you we'd recommend to close any unused pages or windows. If you have lots of tabs open in your browser, close them down as they could be affecting the device’s performance.
3. Thanks for joining us today! Everything is broadcasting as expected. Can you please try a refresh of your browser? If you are still having issues it might be bandwidth related or a firewall/browser plug-in blocking the stream from coming through. Try swapping browsers (we recommend Chrome) or connection types (from wired to wireless or wireless to wired), try a mobile device/iPad/etc as that's a different stream type or - if using a VPN - turn that off.

If the attendee advises they can't hear/ no sound: 

1. Can you please ensure you have your speakers turned on and the volume is up? Could you also hover over the media play window and make sure the speaker icon does not have a cross through it? If you’re using headphones, try not using these, to see if this works. If you can also try accessing a video on YouTube or similar and see if your audio works on one of these.