Interactive Studio - Troubleshooting

If your presenter receives an ‘Oops…’ message this is typically caused by the Studio URL being incorrect. Please ask them to check if they see 5 digits to the end of the URL they are using (this is the studio session ID which is unique to you event.)

If they are unable to see these digits, please provide them with the studio URL again and ask them to load this URL into a fresh tab within their browser. 

Grey studio screen

Upon first entry to the WorkCast Interactive studio presenters should see the My Connections, Cloud slides and Presenter Only Chat pod open and accessible.

However, if they've previously accessed a WorkCast Studio and closed these pods the studio will remember this preference and therefore presenters may report that they see a grey screen. 

To resolve, ask your presenter to check the Pod Options menu to the left of the studio and toggle the button of the pods they'd like activated on screen.

The pod will then show in the main studio window, click the + icon to open this into view.

Missing pods

If moving the pods around is unsuccessful, have the presenter click on ‘Settings’ and select ‘Reset Pod Positions’. This will reposition all active pods in the center of the studio, making them visible, and allow the presenter to rearrange them as needed.

My Connections

White screen in my connections

If the My Connections pod is expanded but shows only a white screen this can indicate browser or security issues. 

• Swap browsers - Sometimes the issue is browser based and switching to an alternative browser eliminates this.
• Close down all unneeded apps/tabs/windows - any application which has internet access uses bandwidth and application CPU. This can cause your device to struggle to load the pod and result in the white screen
• Security settings - Try an alternative network, this could be a mobile hotspot or home network
• Security settings - Try an alternative device, this could be a personal device with no security restrictions. 

Local connection issues

The first port of call for most connection issues is to press the red leave icon in My Connections and then click the Rejoin button when it appears. 

The connection for each presenter shows in the top left corner of the webcam thumbnail / image box and works on a traffic light system. If a lower connection and showing red or between amber and red then there are a few things to try.

• Keep the My Connections pod smaller where possible to reduce bandwidth use

• Close other programs on the computer that uses the internet

• Use hard-wired internet where possible

• Try a different internet connection where possible

• If working from home, try and reduce the use of other devices in the house

• You can lower the definition of images of your webcam. In My Connections, go to Performance Settings and lower to Standard or Low Definition. Note: Low Bandwidth will turn off the view of cameras completely

• If connection issues continue, turn off the camera. The audio will still work fine

• If the connection drops, try to reconnect as soon as possible. A backup is to connect via phone. These details can be found in the top right corner of the studio, with all international numbers here.

Webcam and Mic connection issues

Check you have allowed the browser permission to access your Webcam and Microphone.

Ensure other programs that use webcam/microphone are closed completely, such as Microsoft Teams. Even when running in the background these apps can take ownership of your webcam and microphone. 

If using a corporate device and unable to access permissions then refer to local IT and provide them with the Technical Requirements . In the meantime, dial in via the phone bridge or try another device so the event studio can be joined.

Seeing the wrong webcam? The incorrect microphone audio being used?

If there is more than one webcam on a computer, or more than one microphone for the studio to access, the My Connections pod may automatically choose the wrong one when joining. Click on the white arrow on the camera icon to choose which camera / mic to use.

Presenters unable to unmute or activate webcam

Ask the moderator to click into the Participants icon, click the three dots to the bottom of the list and check there is a tick to the left of Unmute themselves and Start their video.  

If there is not a tick, the moderator has removed the right for presenters to show on webcam and unmute. To provide rights again, click the text and a tick will appear. 

Broadcast Issues