Studio Attendee Help Guide: Troubleshooting

The message "User Already Logged In" displays when attempting to log into the webcast

Overview: The Attendee is trying to log into the webcast and receives a message stating they're already logged in.

Possible Resolutions:

You can only be logged into the webcast once at a time. If you're attempting to access from two locations (such as mobile and a computer), first log out of the original location before attempting to login to the webcast at a second location.
The webcast may already be open in your browser, not allowing you to login. Ensure the webcast isn't minimized or open in another browser tab.

The message "Invalid login ID or password" displays when attempting to log into the webcast

Overview: The Attendee is trying to log into the webcast and receives a message stating they have entered an invalid login ID and/or password.

Possible Resolutions:

Ensure you're entering the correct login ID and/or password created during registration. If you're unsure if the login information is correct, refer to the registration confirmation to confirm.
If the webcast login method is email address only, ensure you're entering your email address in all lowercase.
Review the webcasts login page details and URL and confirm you're logging into the correct webcast.

Pressing the “Attend Now” button doesn’t do anything

Overview: The Attendee clicked on the the "Attend Now" button from within a webcast theater but it didn't launch the webcast.

Possible Resolutions:

If you have a pop-up blocking software installed and it is active, it may be blocking the webcast console from opening. You may need to temporarily disable the pop-up blocking software in order to participate in the event. More information can here found here.

Is there a phone bridge that I can dial into?

Overview: The Attendee would like to access the webcast audio via a direct phone bridge.

Possible Resolutions:

While a small number of webcasts might have a listen-only phone bridge, the vast majority of webcasts will stream audio exclusively through your computer speakers. Please request a phone bridge from the webcast/event host in advance if you know it will be essential for your participation.

How do I troubleshoot connectivity issues at work?

Overview: The Attendee is experiencing connection issues that are related to their companies network configuration.

Possible Resolutions:

If you are experiencing problems connecting to the webcast or playback is poor, and all preventive measures have been taken, it may be due to the configuration of your company's network. Refer to the Troubleshooting document for network requirements.

I can access the webcast, but I cannot view the slides/the slides are not changing

Overview: The Attendee has entered the webcast but is unable to see the slides.

Possible Resolutions:

Refresh the webcast by selecting the ‘Refresh’ icon within your window browser or closing out and re-launching the webcast.
Ensure your computer meets the most up to date Technical Requirements.
Close other browsers, browser windows and/or programs. Running other applications can slow down your computer due to the drain on your CPU and bandwidth.
If you experience connectivity issues and are connecting via a VPN, please close your VPN software and connect directly to the internet. Some VPNs, proxy servers and other security tools can interfere.

I can see the video/slides, but I do not hear the audio

Overview: The Attendee has entered the webcast and is able to view the video and slides but has no audio.

Possible Resolutions:

The webcast may not have started yet. Verify the start time of the webcast. If you have logged in early you may not hear audio or see video until the webcast begins.
Audio will be broadcast through your computer speakers. Verify that your speakers are turned on and the volume is turned up. Then, make sure that your computer's audio is not muted from within the operating system. There is a volume controller in the lower left corner of the webcast window. Make sure that the slider is set at an adequate level.
If you have verified the above step and you’re still unable to hear the audio, refresh your browser by selecting the ‘Refresh’ icon within your window browser or closing out and re-launching the webcast.

I can hear the audio but can't see the video

Overview: The Attendee has entered the webcast and can hear the audio but is unable to see the video.

Possible Resolutions:

Refresh the webcast by selecting the ‘Refresh’ icon within your window browser or closing out and re-launching the webcast.
Ensure your computer meets the most up to date Technical Requirements.
Confirm a strong internet connection and hardwired to the webcast, for streaming video an internet connection of 300Kbps or higher is recommended. The webcast will automatically adapt to your internet connection speed if unable to support high quality streaming video. If accessing on Internet Explorer ONLY, the webcast will drop to audio only. In this instance, you will not see the video but will hear the audio. Should you reestablish a strong internet connection, ‘refresh’ the browser to bring the video back. Learn more about Adaptive Streaming here.
Close other browsers, browser windows and/or programs. Running other applications can slow down your computer due to the drain on your CPU and bandwidth.

I can view the webcast but while viewing my video froze and/or is a black screen but I can still hear the audio

Overview: The Attendee has entered the webcast and can view until they are presented with a frozen video and/or black screen but they can still hear the audio.

Possible Resolutions:

Refresh the webcast by selecting the ‘Refresh’ icon within your window browser or closing out and re-launching the webcast.
Confirm a strong internet connection and hardwired to the webcast, for streaming video an internet connection of 300Kbps or higher is recommended. The webcast will automatically adapt to your internet connection speed if unable to support high quality streaming video. If accessing on Internet Explorer ONLY, the webcast will drop to audio only. In this instance, you will see a frozen and/or black screen but will hear the audio. Should you reestablish a strong internet connection, ‘refresh’ the browser to bring the video back. Learn more about Adaptive Streaming here.
Close other browsers, browser windows and/or programs. Running other applications can slow down your computer due to the drain on your CPU and bandwidth.

Video or audio playback is choppy

Overview: The Attendee has entered the webcast and has reported that the video and/or audio playback is choppy and cutting in and out.

Possible Resolutions:

If you are on a slow internet connection or on a shared network, you may experience moments of buffering or choppiness. If you are viewing from an office and you need to reduce network traffic, consider watching on one display as a group.
Your network may not be fast enough to display high quality streaming video. Try to limit other activity (such as downloads, file sharing programs, video streaming) on your Internet connection.
Confirm a strong internet connection and hardwired to the webcast, if possible.
Close other browsers, browser windows and/or programs. Running other applications can slow down your computer due to the drain on your CPU and bandwidth.
Ensure your computer meets the most up to date Technical Requirements.
If you’re connecting via a VPN, please close your VPN software and connect directly to the internet. Some VPNs, proxy servers and other security tools can interfere.

The speakers audio/video is not in sync

Overview: The Attendee has entered the webcast and the speakers webcam video feed isn't in sync with their audio.

Possible Resolutions:

Refresh the webcast by selecting the ‘Refresh’ icon within your window browser or closing out and re-launching the webcast.
Close other browsers, browser windows and/or programs. Running other applications can slow down your computer due to the drain on your CPU and bandwidth.

I hear double audio

Overview: The Attendee has the webcast open but the audio playback sounds like it has doubled.

Possible Resolutions:

The webcast may be open in multiple browsers, causing double audio. Ensure all browsers, except for the one in use for the webcast, are closed.

The message "Please stand by. We are experiencing technical difficulties" displayed, do I close the webcast?

Overview: The webcast message "Please stand by. We are experiencing technical difficulties" displays due to a technical issue during the webcast.

Possible Resolutions:

If this occurs, don't close the webcast. Select the "CLOSE" button appearing on the webcast message until further details are provided and the technical issue has been rectified.

How do I enlarge the webcast panels?

Overview: The Attendee would like to increase the size of the webcast panel for a better viewing purposes.

Possible Resolutions:

You can enlarge the webcast panels by clicking on the "Maximize" icon in the upper right-hand corner of the panel, Clicking on the panel and moving i, or by dragging on the edges of the box. Note: some webcasts have been created without the option to resize panels.

I adjusted the webcast panel size, how do I go back to the original panel setting?

Overview: The Attendee has enlarged a webcast panel and would like to go back to its original state.

Possible Resolutions:

Click on the 'Restore' icon, located in the widget bar. ‘Restore’ will snap all panels back to their original arrangement.

How do I ask a question?

Overview: The Attendee would like to ask the speaker a question but isn't aware of how to do so.

Possible Resolutions:

To ask a question, simply locate the ‘Questions & Answers’ tab in the webcast console. Type your question into the ‘Ask a Question’ field and click on the ‘Submit’ button. The Q&A function is often anonymous. While you might not see your question after its been submitted, it has been delivered to the speaker and/or moderator.

If enabled, you can ask a question by entering it into the “Ask A Question” or “Q&A” panel. Simply type in your question and then hit the “Submit” button. A brief message will appear, "Question Submitted", alerting you that your question was submitted.

How are questions answered?

Overview: The Attendee has submitted a question and is unaware of how it will be answered.

Possible Resolutions:

Questions can be answered via text either privately or publicly. If a question is answered privately, only the person who asked it originally will see the text answer. If a question is answered publicly, the entire audience will see the text answer. In addition, questions related to content will often be answered verbally via live Q&A.

Can I see questions that other viewers have asked?

Overview: The Attendee is unable to see questions submitted from other attendees.

Possible Resolutions:

When a question is submitted through the ‘Questions & Answers’ tab, by default, the question will not be seen by other attendees.

Where can I find downloadable materials referenced in the webcast?

Overview: The Attendee would like to download webcast handouts.

Possible Resolutions:

If handouts are made available for download, they will be accessible via the handouts panel and/or widget within the webcast console.

I've downloaded the webcast materials, where do I access them?

Overview: The Attendee has downloaded materials availabe in the handouts panel but can't locate the files for viewing.

Possible Resolutions:

If your browser is set to auto-save downloads, the materials will save in the Downloads folder by default. If you would like the browser to ask you where to save each file before downloading, select the applicable browser for instructions on how to adjust this setting: Chrome, Firefox, IE

The webcast required CPE and following completion, I didn't download my certificate. How do I access it?

Overview: The Attendee passed the requirements for CPE but didn't download the certificate at the end of the webcast.

Possible Resolutions:

The certificate will be emailed to you for immediate download.
If the webcast is available for on-demand viewing, you can view the webcast again and retrieve your certificate as intended.

There was a survey at the end of the webcast but I missed it. Can the survey be sent to me?

Overview: The Attendee missed the survey at the end of the webcast and would like to complete it.

Possible Resolutions:

The survey must be taken while present in the webcast, a direct link to take the survey is not available after the webcast has concluded. If the webcast is available for on-demand viewing, the survey can be taken during the on-demand state.

Can I view the webcast on a mobile device or tablet?

Overview: The Attendee would like to view the webcast from their mobile device or tablet.

Possible Resolutions:

The webcast can be viewed from a mobile device or tablet. A supported list of mobile and tablet requirements, can be accessed here.

How do I rewind or fast forward an on-demand webcast?

Overview: The Attendee would like to rewind or fast forward to a specific point in the on-demand webcast.

Possible Resolutions:

If enabled, you can scrub through the on-demand content by dragging the blue dot from left to right. Left will rewind and right will fast forward the media. This is located on the media player in the video/audio panel.

How do I access the webcast On Demand?

Overview: The Attendee would like to download the webcast for later use.

Possible Resolutions:

The webcast can be accessed On Demand using the same link that was used for the live webcast.
A download of the audio/video of the session is not available for attendees. If you would like a copy of the session contact the webcast/event host for more information.

NOTE: In many instances, the webcast/event host will make webcasts available on demand for replay which will allow continued access. For information regarding on demand availability, contact the webcast/event host for more information.