As a participant in a virtual or hybrid event, use this guide to fix common problems on the virtual platform. It covers video conversations (video calls), your camera and microphone, audio, screen sharing, lost connections, signing in and emails.
You can't join a video conversation
Solution 1: Switch to a compatible browser
To join a video conversation, use Chrome or another compatible browser. If your browser isn't compatible, Fourwaves shows a message that says so and closes the video conversation. See the list of Supported browsers.
Solution 2: Wait until the virtual room opens
If you see "The virtual room opens at …" instead of the Join conversation button, the virtual poster session hasn't started yet. The message shows when you can join. The button appears when the session starts.
Solution 3: Listen while the video conversation is full
If the button says Listen to video conversation, the video conversation is full. You can still listen, with your camera and microphone off. When a place is free, the message A place is now available. Join video conversation. appears. Click the camera button (Join conversation) next to it.
Join now opens Zoom or another meeting app
Some sessions take place on another platform, such as Zoom, Teams or YouTube. For these sessions, the Join now or Join button opens the meeting link of the organizers. The link opens in a new tab or in the app of that platform. The meeting then takes place outside Fourwaves. Fourwaves doesn't control the waiting room of the meeting or who can enter it. The meeting host starts the meeting and lets participants in. If the meeting stays on a waiting screen, contact the organizers of the event.
Your camera or microphone doesn't work
If Fourwaves can't use your camera or microphone, you still join the video conversation. Fourwaves turns off the device that doesn't work and shows a message about the problem. When you fix the problem, click the camera button (Turn cam on) or the microphone button (Unmute mic) in the video conversation.
Solution 1: Give your browser access to your camera and microphone
If you see the message "Please allow access to the camera and microphone and try again.", your browser blocks your camera or microphone. Give your browser access with the icon in its address bar. For the steps in each browser, click Learn more in the message. You can also see Give browser permission to your microphone and camera.
Solution 2: Close other applications that use your camera or microphone
If you see the message "Your camera or microphone is already in use by another application.", another application is using it. This happens mostly on Windows. Close the other applications that use your camera or microphone, such as Zoom or Teams.
Solution 3: Check that your camera and microphone are connected
If you see the message "Your camera or microphone could not be started.", Fourwaves can't find or start your device. Make sure your camera and microphone are connected and turned on. If your computer has no camera, you can still join with your microphone only.
Solution 4: Choose another camera or microphone
If Fourwaves uses the wrong camera or microphone, click Settings in the video conversation. Then select your device under Microphone or Camera, and click Save.
You have a problem with audio
Solution 1: Unmute your microphone
If the others can't hear you, check your microphone button. Your microphone is muted when you enter a video conversation. To talk, click Unmute mic.
Solution 2: Check your headphones and the sound volume
If you can't hear the video conversation, make sure your headphones are connected and the volume is high enough.
Solution 3: Close other applications that use your microphone
If the others can't hear you, make sure no other application uses your microphone at the same time, such as Zoom.
Solution 4: Refresh the page or switch to Chrome
If you still have an audio problem, refresh the page or open the event in Chrome. This often fixes the problem.
You can't share your screen
Solution 1: Give your browser permission to share your screen on a Mac
If you see "To share your screen on Mac OS, give your OS permission.", your browser needs permission from macOS to share your screen. This happens mostly when you share your whole screen. To give this permission, follow the steps in Give your browser permission to share screen.
Solution 2: Switch to a browser that can share your screen
If you see "Your browser does not support screen sharing.", your browser can't share your screen. Open the event in a supported browser on a computer. See the list of Supported browsers.
Your video conversation stops or disconnects
If you see "Connection lost. Reconnecting…", your connection to the video conversation is interrupted. Fourwaves tries to connect you again. If the connection doesn't come back, Fourwaves closes the video conversation and shows "You have been disconnected from the video conversation. Please try rejoining." Join the video conversation again. If it happens often, follow the steps in Troubleshoot your connection to a virtual poster session.
You can't sign in or access the virtual platform
Solution 1: Sign in with the email address you registered with
To access the virtual platform, sign in with the email address you used to register to the event. If you sign in with another account, Fourwaves shows the page "Access restricted to registrants only". If you're not sure which address you used, contact the organizers of the event. See You don't know which email address to use.
Solution 2: Reset your password
If you forgot your password, reset it. Follow the steps in Reset your password.
You don't receive emails from Fourwaves
If you don't receive emails about the event, the cause can be one of these:
Your registration has a typo in your email address.
Your mail server blocks emails from Fourwaves.
The emails arrive in your junk or spam folder.
Solution 1: Look in your junk folder
If you're waiting for an email from Fourwaves, look for it in your junk or spam folder first.
Solution 2: Ask the organizers to change your email address
If your registration has the wrong email address, ask the organizers of the event to correct it. If your mail server blocks emails from Fourwaves, ask them to use another address. When the organizers change the address, Fourwaves moves your registration to the account with the new address. Fourwaves then sends an email to the new address with a link to your registration. If this account isn't activated yet, the link first takes you through the activation. Organizers can change the email address of a submission the same way.
Run a diagnostic
If you still have a problem with a video conversation, follow the steps in Troubleshoot your connection to a virtual poster session. Before your first video conversation, Fourwaves also tests your network while your camera is on. If your network may be blocking video calls, a message appears with a Learn more link to that article.
If you still can't solve the problem, write to support@fourwaves.com. Include your email address and the name of the event, so we can follow up.