Overview: The speaker is unable to get past the loading screen after clicking on their staffer link.

Possible Resolutions:

• Run the Studio Speaker Test and confirm success for WebRTC and WebSocket. If unsuccessful, allowing a set range of IP addresses and Protocols/Ports is needed to gain full access - This will involve IT support. For more information visit the Troubleshooting Guide.
• Confirm webcast is being accessed on a compatible Browser/OS. For more information visit the Computer Tips.
• Confirm a strong internet connection and hardwired to the webcast, not on Wi-Fi, if possible. Minimum is 200Kbps, recommended is 750Kbps or higher.
• Clear browser cache, as browsers store files in their cache which can add load time to webpages. For more information visit the Cache Clearing Guide.
• 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.

Overview: The speaker receives "User already logged in!" after clicking on their staffer link.

Possible Resolutions:

• The presenter console is already open in a different window or tab in the current browser.
• The presenter console is already open in a different browser.
• An administrator and/or webcast engineer is using the staffer link. The speaker should contact the administrator/webcast engineer if the link is in use by someone other than themselves.

Overview: The speaker is unable to screen share their desktop.

Possible Resolutions:

• If using Chrome, install the Chrome extension for screen share. Following installation, click start Screen share from the bottom right of the presenter console in Studio. Instructions and screen shots can be found here.
• If using Firefox, no installation is required. Click start Screen share from the bottom right of the presenter console in Studio and allow Firefox to share the applicable screen. Instructions and screen shots can be found here.

Overview: The speaker is connected as a webcam/mic source and video can be seen but audio is not being received from the attendee view.

Possible Resolutions:

• Run the Studio Speaker Test and confirm Default Microphone is successful and Preview Audio Device is sending audio.
• Located in the source options list, audio is muted. Click on the megaphone icon to unmute the audio.
• Located in Edit Source, confirm the Media Mode is set to Send & Receive Both Video & Audio.
• Located in the source options list, the correct Microphone is selected under My Devices.

Overview: The speaker is using "Direct Line" as the conference provider and selects "Make Call".  Following, Studio dials out and is set to "Ringing" but the speaker isn't receiving the call.

Possible Resolutions:

• Confirm the phone number is correct.
• Clear browser cache. Browsers store files in their cache which can interrupt the ability to view the most up-to-date content. For more information visit the Cache Clearing Guide.

Overview: The speaker is using "VCU" as a source and selects "Make Call".  Following, the speaker isn't receiving the call.

Possible Resolutions:

• Confirm the URI is valid.
• Studio makes secure calls to all VCU systems by default. Not all VCUs are configured to accept secured calls, so an insecure call must be made in order to connect to the unit. To make an insecure call to a VCU you must add sip: before the URI.

Overview: The speaker is listed as a source but their video isn't displaying in the media/video panel.

Possible Resolutions:

• Run the Studio Speaker Test and confirm Integrated Camera is successful and Preview Camera Device is displaying the video.
• Confirm the source has been added to the scene:
  • Click on the green plus sign next to the source.
  • Located in the source options list, the video icon is set to "Add Video Back To Scene".
  • Located in the source options list, the camcorder icon is set to "Show Video".
• Located in Edit Source, confirm the Media Mode is set to Send & Receive Both Video & Audio.
• Located in the source options list, the correct Camera is selected under My Devices.

Overview: The speaker is connected to the webcast and they lose connection.

Possible Resolutions:

• Confirm a strong internet connection and hardwired to the webcast, not on Wi-Fi. Minimum is 200Kbps, recommended is 750Kbps or higher.
• Confirm internet is still connected. If connection is lost, the following error message will display and be visible in the media panel:
  • Connection failure. This may have been caused by a brief drop in your internet connection. Relaunch the webcast to connect. If the issue persists, please contact your IT department.
• Relaunch the webcast or refresh the browser in use.

Overview: The speaker is connected to the webcast and their webcam has a difficult time staying connected due to poor connection.

Possible Resolutions:

• Confirm a strong internet connection and hardwired to the webcast, not on Wi-Fi, if possible. Minimum is 200Kbps, recommended is 750Kbps or higher.
• Confirm internet is still connected. If connection is lost, the following error message will display:
  • Connection failure. This may have been caused by a brief drop in your internet connection. Relaunch the webcast to connect. If the issue persists, please contact your IT department.
• Select Reconnect under the source options list.
• Lower the Low Latency Bitrate, this will reduce the amount of bandwidth being received from the platform as a speaker. This will not affect the quality of the attendee view.
• Relaunch the webcast or refresh the browser in use.

Overview: The speaker is presenting via webcam but is aware that their network has a limited bandwidth.

Possible Resolutions:

• Close additional browsers/browser windows that are streaming online media, to preserve bandwidth.
• Lower the Low Latency Bitrate, this will reduce the amount of bandwidth being received from the platform as a speaker. This will not affect the quality of the attendee view.

Overview: When the speaker enters the Studio console, they are not automatically listed as a Webcam source.

Possible Resolutions:

• The speaker doesn't have the applicable Staffer Role assigned that allows for the webcast to automatically add them as a Webcam source. The “Auto Ask for Webcam/Mic” checkbox must be selected in the speaker's staffer role. Edit the staffer role in the presenter console under the STAFF list (Edit Staffer).
• Clear browser cache. Browsers store files in their cache which can interrupt the ability to view the most up-to-date content. For more information visit the Cache Clearing Guide.

Overview: The speaker is unable to see their slides in the slides panel/window.

Possible Resolutions:

• Run the Studio Speaker Test and confirm success for WebRTC and WebSocket. If unsuccessful, allowing a set range of IP addresses and Protocols/Ports is needed to gain full access - This will involve IT support. For more information visit the Troubleshooting Guide.
• An updated PowerPoint has been uploaded but has the same file name as the original. Rename the newest version and re-upload. Updated PowerPoint files must have their own unique file name.
• Clear browser cache. Browsers store files in their cache which can interrupt the ability to view the most up-to-date content. For more information visit the Cache Clearing Guide.

Overview: Once the webcast has started, the speaker is unable to transition slides using the previous and next buttons.

Possible Resolutions:

• Run the Studio Speaker Test and confirm success for WebRTC and WebSocket. If unsuccessful, allowing a set range of IP addresses and Protocols/Ports is needed to gain full access - This will involve IT support. For more information visit the Troubleshooting Guide.
• An updated PowerPoint has been uploaded but has the same file name as the original. Rename the newest version and re-upload. Updated PowerPoint files must have their own unique file name.
• Clear browser cache, overtime browsers store files in its cache which can delay the ability to view the most up-to-date content. For more information visit the Cache Clearing Guide.
• Transition slides by DOUBLE clicking on the slide thumbnails in the Presentation Timeline.

Overview: The speaker is reviewing their PowerPoint slides in the presenter console and the font is incorrect.

Possible Resolutions:

• The font is unsupported in Studio. Click here to view a list of supported fonts.

Overview: The speaker has included animations and builds into their PowerPoint slides but they're not displaying in Studio when reviewing their slides.

Possible Resolutions:

• The animation and/or build is unsupported in Studio. Click here to view a list of supported animations and builds.

Overview: The speakers video feed quality looks degraded when viewing through the presenter console resulting in a blurry and/or pixelated video.

Possible Resolutions:

• View the webcast on a separate browser as an attendee. Blurriness or pixelation can be expected from the presenter console as staffers receive a latency free, non-buffering view. For more information click here.

Overview: The speaker hears their audio twice while in rehearsal mode.

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.

Overview: The webcast contains audio that requires a phone bridge. Once the Phone source is setup and added to the scene, the speaker hears an echo in the presenter console.

Possible Resolutions:

• The speaker, or anyone connected on the phone bridge, have their computer speakers on. Ensure everyones computer speakers are muted.
• 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.

Overview: The speaker's webcam video feed isn't in sync with their audio.

Possible Resolutions:

• Close other browsers/browser windows and programs. Sync issues can be caused by computer slowness due to elevated CPU usage.