Don't let issues stop you from connecting to your attendees during a training session. Use this doc to address technical difficulties and to manage your session.

Introduction

Use this article as a guide to resolving issues that might occur during your training session. Do not let challenges keep you from connecting with attendees. Consider having a panelist or presenter available to help with technical issues when working with breakout sessions or the Hands‐on Lab.

Addressing Technical Issues

No one joining your session	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.
Attendee cannot log in	Verify that the attendee is using the correct password. Ask the attendee to open a new browser window and copy and paste the event URL from the invitation email into the browser Address bar.
Attendee's Cisco Webex Training session loads slowly	Ask the attendee to log off and log back in again. Ask the attendee to close all applications except Cisco Webex. Have the attendee clear the Web browser cache and delete temporary files and cookies. Verify that the issue is not with the attendee’s ISP by asking them to test a Web page they access frequently.
Attendee’s audio disconnects	Send a chat or an instant message to the attendee 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. Use a second computer to rejoin the session.
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.
Attendees cannot hear one another	Make sure that audio connections are not muted. Have attendees check their phone or VoIP connections and confirm that microphones or headsets are powered and switched on. For VoIP connections, reset a connection by clicking Mute > Unmute.
Attendees cannot access breakout sessions	Make sure you assigned them breakout privileges. Manually assign people to breakout sessions.
Tests are not visible	Verify that they were attached during scheduling. Check that the Testing panel is open.
Attendees cannot connect to the Hands-on Lab	Check that computers are turned on and logged into the network. Verify that the lab was reserved for the session date and time.

Managing the Session

The session has late arrivals	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.
Attendees are Multi-tasking	Use Attention Tracking to monitor attendees, and adjust your presentation if the audience loses focus. 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 attendees to mute their audio or do it for them.
An attendee is causing distractions	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.
Breakout sessions lose focus or run long	Click Breakout > Broadcast Message to send a message to all or some participants. Click Breakout > Ask All to Return.