Problem

You are facing issues (video-, audio-, or connection related) during a live event when trying to enter one of our video formats.

Solution

Here are some steps you can take to try and resolve the issues:

  1. Confirm that you have granted permission on your browser for both audio and video (learn how to give access to your camera and microphone here).

  2. Minimize the number of resources (i.e. close unused tabs and applications) on your device when entering our video formats.

  3. Move closer to your router.

  4. Confirm that your speakers and volume control both work - test the sound and microphone by using another platform or application.

  5. Confirm that your device can play videos - we recommend testing this by watching a video on Youtube.

  6. Refresh the page on your browser.

  7. Restart, or close the browser and reopen.

  8. Try a different supported browser (Google Chrome, Mozilla Firefox or Microsoft Edge).

  9. Restart your computer or device.

  10. If the problem persists, try opening the page in an incognito window.

If none of the above steps work, please take a screenshot of the issue/error message and get in touch with us via the chat at the bottom right corner of your screen, or via the life ring icon if you are in one of our video formats. 💬

Related topics

Network and connectivity issues

Video and audio issues

What to do when you see an error message

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