On this page, you will find useful information for your Helpdesk: A. Technical Assistance Some troubleshooting tips that you can facilitate during the event. B. Platform Guides Some simple platform navigation videos. You can pass the ready-to-view video links to your attendees.
|Category||Question||Recommended Answer (please adapt to your event set-up)|
I am not receiving the OTP, what do I do?
The login page keeps refreshing / not loading
Please log out of your current account and login again. - If this doesn't work, please press “Ctrl + F5” (Windows) and “Ctrl + Shift + R” (Mac) to reload the currently open page and override the locally cached version. - If that doesn't work either, please clear the cache and change your browser to Edge/Chrome/ Safari. - For Chrome users, please try on Incognito Mode.
The platform/sites keep loading for me/is slow what do I do?
The stream is not playing, what do I do?
Check for the country of the attendees. It could due to the player's restriction. - China attendees may face issues with AWS. Please advise attendees to turn on VPN. - Indonesia attendees may face issues with Vimeo.
There is no sound for my video, what do I do?
Mouse over to the live streaming window, do click on the Speaker icon to turn on the sound. You can also reload the site.
Platform is down
Suggested placeholder message: 1. We are aware that the platform is presently unavailable due to technical difficulties. The team is doing everything possible to resolve this as soon as possible, and we will keep you updated on our progress. Please accept our apologies for any inconvenience this has caused. 2. X minutes after: The team is currently resolving the issues and the platform will be again accessible from XX:XX onwards. 3. When resolved: The technical issues have been resolved. Please contact us, if you continue to have technical difficulties."
I did not receive the platform login email
If you did not receive your platform login email, i) check if any firewall app is blocking emails, ii) check if your email has gone to the junk folder
How to log into the virtual event with Email
How to update my profile in the virtual platform?
How to Direct Message an attendee
How to filter attendees, speakers
How to connect to an attendee recommended to you
How to bookmark an attendee
Accept meeting invitation in the event
Accept invitation for a meeting via email
How to schedule a meeting with an attendee
How to view pending scheduled meeting
How to search for pending meeting requests received
Reject meeting request in the event
Reject meeting request via email
Join the meeting through the email
Join a meeting via the event