Webinars FAQ

• If you fail the audio input microphone test, you may have issues with people not being about to hear you in the webinar room.
• If you are using an external headset or external speakers, try unplugging them. Is your microphone muted? Does your microphone work? Please use this independent online test.
• Try restarting your browser. Try restarting your computer. If nothing above works, please try troubleshooting by clicking the links below:

Click here for Windows. Click here for Mac. Take an Independent Microphone Test.
Do a System Test To Check for Compatibility Issues.

A black screen can appear if a user’s camera is broken or installed incorrectly. Test your camera with another camera application like https://apprtc.appspot.com (click join) or Skype or restart the browser or refresh the page.

Another possibility is that the incorrect device was selected when allowing the camera.

The third possibility is that the recipient's (attendee) connection speed might be slower than necessary. A slow connection speed can prevent them from connecting and camera from loading. If this is happening to certain attendees, we recommend they do a speed test.

Move closer to your router, but if possible, please try and plug directly into your internet with an ethernet connection. Packet loss is inherent in a wireless connection and directly effects audio and video quality. If you're sharing or presenting, disable your web cam or screen share.

Switch to MICROPHONE AUDIO ONLY, or DIAL-IN if enabled. Your camera and screen sharing use much more bandwidth than audio alone.* Close all your tabs, windows, or quit any other programs you are running. Switch wi-fi networks if possible (especially if you are on public or shared network) or ask others to log off. Restart your browser, computer or router.

If you are getting a robotic sound, restarting your computer might be necessary. Also, try connecting to a different route frequency band. Disable or remove any browser extensions that might be blocking or slowing down your ability to connect. If you are using a VPN, this can slow down your connection. Turn it off if possible.

Switch browsers: we recommend Chrome or Firefox.* Switch devices.

If you're on a mobile device, switch to a computer or laptop if possible. If you have an older router, and plan on hosting webinars a lot, buy a new one. Most slower internet connections are caused by a bad router. Here are other solutions for connection issues that might cause packet loss.

If you are using a DSL modem with a slow uplink, a 3G wireless modem, a hotspot, 3 or 4G mobile connection, a network with some type of proxies/firewalls, or just a slower speed connection, your webinar experience and quality may suffer, including: loss of connection, robotic audio, or video and screen sharing not loading or freezing.

Do not download or click on any "recommended" product ads or software until you've researched them thoroughly.