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 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 firstname.lastname@example.org with the participant email so we can follow up.