General Troubleshooting

If your attendees appear to be having issues maintaining a connection to the webinar, please ensure they are following the recommended set up.

Do also verify that they have not been logged out due to being inactive – the patented active learning tracker will remove attendees from the webinar session if they are ‘inactive’ for prolonged periods. To resolve this issue the learner should ensure that periodically they make a mouse or keyboard interaction with the webinar.

To aid with general troubleshooting for all attendees, please refer to the below notes:

• Check they are using the Google Chrome Web browser – Microsoft Edge, Microsoft Internet Explorer and Samsung Internet are not supported and may cause user experience issues.
• We recommend using a desktop or laptop computer rather than a mobile or tablet devices.
• Ensure they have closed other apps, windows or programs – attending the webinar can use a lot of a device’s memory and could lead to a lag in audio or video playback for the attendee.
• Ensure they have a strong (preferably wired) internet connection – we do not recommend using a mobile connection (3G/4G), using a public Wifi service or accessing the webinar through a VPN.
• If the attendee cannot see the presenter’s teaching materials, ask the attendee to leave the webinar and then rejoin (this is due to the attendees’ browser not allowing ‘autoplay’ of the presenter’s materials.
• As a last resort, ask the attendee to log out of the platform, clear their browser cache and log back in.