This article provides troubleshooting steps to resolve the most common troubleshooting questions attendees might have.

Audio/Video

Q: No one can hear me, I am on computer audio.

Important:  Webinar Attendees are in Listen Only mode and may not speak.

Guest Presenters:

Important:  If you are in the middle of a meeting – Dial In by Telephone to resolve temporarily.

Switch to phone

If you have time, check the following:

  • Are you muted?
  • Is your device muted?
  • Do you see your mic icon indicate you are speaking?
  • Does your host have you muted?
  • What is your default device for microphone on your PC? 

Solutions:

  • Turn off other applications such as Skype that may be holding your Mic hostage.
  • Be sure you are using a supported browser (Chrome) and that you have allowed permission to access your Mic.
  • Be sure to check your Audio source in the meeting under Audio & Video Options.
  • Check your Operating system Sound Properties to ensure you have the correct device selected on your computer.
  • If this does not work, switch to phone by going to the Audio & Video Options and choosing DIAL-IN FOR AUDIO.

Q: I cannot hear the Host.

  • Are others able to hear the Host?
  • What speakers are chosen in your Operating system Sound properties?

Solutions:

    If you are unable to resolve this, dial in by telephone.
    Switch to telephone

    Q: I am having trouble calling in on the phone.

    A: If on a cell phone, are you clicking the Dial In button from the email invitation? This will dial you in automatically without needing to dial any numbers including the PIN.

    Solutions:

    • Ensure that you are pressing all numbers in a normal pace. Dialing or pressing buttons on your phone too quickly will not allow the Tone to be heard by the conference call provider.
    • If dialing from a cell phone, ensure you are in a good service area.
    • If you are on a VOIP line, that service provider may not allow what is called DTMF. Try a different phone if available.

    Presentation or Screen Sharing by your Host

    Q: The screen is black, I don’t see anything

    A: You may be experiencing a slow connection.  Try refreshing Chrome browser or leave the event and come back.  Make sure you turn off unnecessary programs that are also using your internet connection.

    Guest Presenters:

    Q: I was asked to share my screen, it just shows Video Feed Interrupted.

    A: This happens when your internet connection is slow and cannot support screen sharing.  Close all unnecessary programs that are using your internet connection.  If you are on a mobile hotspot or poor Wi-Fi, you may not be able to screen share.  If the problem persists, you may need to contact your IT Department if you are on a business network.

    Connectivity Troubleshooting

    Q: I keep getting a warning about a slow connection.

    • Are you on a Wi-Fi connection? This may cause instability. If possible, please connect via hard wire.
    • Are other programs running that are also using your internet such as Skype or Email? Shut down all unnecessary programs.
    • If you are at a hotel or using a Hotspot, these may not provide a strong enough internet connection. To test your connection, go to http://meeting.speedtestcustom.com/
    • Are you in an office or at a University or other location that has an IT Managed firewall? You may need to contact IT to assist you with your permission to access AnyMeeting.

    Q: I keep getting kicked out of the webinar.

    A: A strong internet connection is required to attend online webinars. Check the above advises how to improve connection speed.

    Questions about content and attending

    Q: I need the recording for the webinar, I missed it.

    A: To obtain a recording of the event, contact your Host.

    Q: I can’t make the webinar, can I reschedule?

    A:To inquire about attending the meeting or webinar, contact your Host.

    Q: How do I contact the Host?

    A: Intermedia AnyMeeting is the hosting service your Host uses to hold webinars. We understand that sometimes you wish to contact the Host following a webinar for certification, recording the webinar or follow up questions.

    To contact your Host, see your invitation email or registration email and click Reply on that email. Your Host's email address is hidden until you click Reply on that email to protect their privacy and from being auto-added to address books.

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