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Troubleshooting for virtual and hybrid events
Troubleshooting for virtual and hybrid events

This article lists problems that can be experienced by some participants and solutions.

Updated over a week ago

The participant can't join a video conversation

Solution 1: Change browser

Switch to Chrome or any other compatible browser. See the list of compatible browsers.

Solution 2: Give the browser access to the camera

Within the address bar of the browser, there is an icon where they can give access to the camera or microphone with screenshots here. More info here.

Solution 3: Close other applications using the camera

Make sure the camera is not already used by another application (e.g. Zoom). Close any other application using the camera.

The participant has problem with audio

Solution 1: Check headphones connection and sound volume

Ask the participant to check the connection of their headphones and to verify that the volume is high enough.

Solution 2: Close other apps that are using the microphone at the same time

Make sure the microphone is not being used by another application (eg Zoom).

Solution 3: Refresh the page or switch to Chrome

Sometimes just refreshing the page or going to Chrome fixes the problem.

The participant can't share their screen

Solution: Give access to Mac OS

This mostly happens for Mac users when they try to share their whole screen. They sometimes need to give their browser a certain permission through the system preferences. More info here.

The participant can't login

Solution 1: Verify they're using the correct email to login

Ask them which email they're logged in with. Check in the participants table that there is a registration with this email address.

Solution 2: Have them reset their password

The participant can reset their password on this page. See this article for more info.

The participant does not receive any email

This can happen if:

  • The participant made a typo in their email address

  • Their mail server is blocking emails from Fourwaves

  • The email arrives in the junk mail box.

Solution 1: Change the email address

If the email is not in the spam box, organizers can edit the email of any registration or submission form. This will transfer the registration / submission and send an email with a link so they can access / activate the account with the new email.

Run a diagnostic

If you can't find the solution, ask the participant to run the test on this page. Once the test is finished (~1 minute), it will tell if there's a particular problem.

If you still can't find the solution, ask the participant to click on Save this data as simple text and send the results to with the participant email so we can follow up.

Click on Save this data as simple text and send the results to <a href="" target="_blank" rel="nofollow noopener noreferrer"></a>

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