Tech Support

I can’t login to the event site 

1. Double check that your login details are correct. The login portal is case sensitive so pay particular attention to any capital letters.
2. Try refreshing the page. 
3. Try restarting your device.
4. Try a different browser (Chrome, Safari, Edge etc). 
5. Try using a private/incognito browser.

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I can’t hear any audio

1. Make sure your device, your window, and the stream itself have not been muted.
2. Make sure you have selected the correct audio output on your device. For example if you are using headphones make sure to set your computer output to the headphones.
3. Confirm your desired speaker output is charged, connected to wifi or plugged in.
4. Exit any unrelated apps or windows that you may have open.
5. Try refreshing the page. 
6. Try restarting your device.
7. Try a different browser (Chrome, Safari, Edge etc). 
8. Try using a private/incognito browser.
9. Try the below audio problem solving solution for your device some text
   1. Windows 
   2. Mac
   3. Iphone / Ipad
   4. Samsung phones and tablets

I can’t see anything / the event site is blank

1. Try refreshing the page. 
2. Try restarting your device.
3. Try a different browser (Chrome, Safari, Edge etc). 
4. Try using a private/incognito browser.

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The event has stopped loading or is frozen

1. Try refreshing the page. 
2. Try restarting your wifi or swapping to cellular data.
3. Try restarting your device.
4. Try a different browser (Chrome, Safari, Edge etc). 
5. Try using a private/incognito browser.

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The stream keeps buffering or lagging

1. Try refreshing the page. 
2. Try restarting your wifi or swapping to cellular data.
3. Try restarting your device.
4. Try a different browser (Chrome, Safari, Edge etc). 
5. Try using a private/incognito browser.

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The stream is blurry or low quality

1. Check what video quality is selected and ensure it is set to 1080p or higher for a clear video experience. 
2. Try restarting your wifi or swapping to cellular data.
3. Try refreshing the page.
4. Try restarting your device.

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How do I reduce the amount of data this is using

1. Check what video quality is selected and lower which output it is set to in order to reduce the amount of data used.

It won’t let me join the Zoom call

1. Double check the event start time. You may have jumped the gun and are joining before we have opened the Zoom meeting. 
2. If you are unable to join through the Zoom link we usually add in the Meeting ID and password within the same email. Simply open Zoom then click “JOIN WITH MEETING ID”. Copy and paste meeting ID in and then copy and paste the password in as well.

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I can’t hear any audio on Zoom but other sites work fine

1. Try these steps to troubleshoot Zoom.

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My video/camera isn't working.

1. Try these steps to troubleshoot Zoom. 

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The Zoom call is echoing 

1. Where possible, disable any external speakers being used, or move further away from the speakers to reduce the echo. 
2. Disable any additional audio inputs that may be causing an echo. For example having multiple computers with active audio in the same conference room. Ask people that are near one another to move further apart, or mute the audio on all but one device. Getting each person in the room to use headphones is another way to solve this issue.
3. Try following this guide for further trouble shooting suggestions.

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I can't share my screen

1. Make sure that the Zoom host has screen sharing enabled for participants.
2. Try restarting your wifi or swapping to cellular data.
3. Try refreshing the page.
4. Try restarting your device.
5. If you have a weaker internet connection, try disabling your video before you share your screen.

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Zoom is repeatedly crashing

1. Make sure your Zoom, and your device, are updated to the latest version.
2. Check Zoom Service Status and Downdetector to see if there is a regional Zoom problem. Sometimes there are server issues or platform maintenance, which could mean the service will be down and will come back online once resolved. 
3. Try using an alternate version of Zoom (e.g. if you are using the web version of Zoom try using the app version and vice versa). 
4. Try restarting your wifi or swapping to cellular data.
5. Try refreshing the page.
6. Try restarting your device.

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My Zoom Meeting Won’t Record

• You will need to ensure that the Zoom host has given you recording permissions. 
• Note in cases where Connected Event Group is the host, we will usually record the Zoom meeting.

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