Use this article as a guide to resolving issues that may occur when you are hosting an event. Consider asking a panelist to help you troubleshoot. Don’t let challenges keep you from connecting with participants.
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Addressing Technical Issues
|No one joining your event|
- Check that the invitation contained the correct URL.
- Verify that you scheduled the event for the correct time zone.
- Contact attendees to rule out technical issues.
|Participant can’t log in|
- Verify that the participant is using the correct password.
- Ask the participant to open a new browser window and copy and paste the event URL from the invitation email into the browser Address bar.
|WebEx session loads slowly|
- Ask the participant to log off and log back in again.
- Ask the participant to close all applications except WebEx.
- Have the participant clear the Web browser cache and delete temporary files and cookies.
- Verify that the issue is not with the participant’s ISP by asking them to test a Web page they access frequently.
|Participant’s audio disconnects|
- Send a chat or an instant message to the participant and ask them to rejoin the audio conference by clicking the Audio button and selecting a phone or VoIP option.
|Your browser crashes|
- Open a new browser window and try to rejoin the event using the event number and Host ID.
- If you cannot rejoin, stay on the phone.
- Have backup material that you can read over the phone, or ask your alternate host to present.
|You are hearing hold music|
- Use the audio indicator in the Participants panel to identify whose line it is, then mute that participant.
- Send the participant a chat message asking to take you off hold.
- Explain what happened, and explain how participants can mute their own connections.
|Participants cannot hear one another|
- Make sure that audio connections are not muted.
- Have participants check their phone or VoIP connections and confirm that microphones or headsets are powered and switched on.
- Try to reset a VoIP connection by clicking Mute then Unmute.
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- Greet the late arrival when appropriate, but keep the event going.
- Have a “cut-and-paste” chat message explaining that participants will have access to chat or the event recording later if they need to review what they missed.
- Use planned interactivity, such as direct questions or polls, to engage the audience. For example, solicit feedback or input regularly, or call on specific attendees to contribute.
- Ask participants to mute their audio, or do it for them.
- Ask that side-bar conversations be taken offline. You can do this through both audio and private chat.
- Adjust the participant’s privileges (mute audio, remove chat and annotation privileges).
- If the behavior continues, expel the participant. You might have to lock the event to keep the participant from rejoining.
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