Reception: Monday, November 16, 2020
Forum: Tuesday, November 17, 2020
Check Your Tech Settings
If you are experiencing issues logging in, whether it is because your password is incorrect, you’ve been locked out due to too many failed attempts, or any other reason, please refer to the following troubleshooting options to help you quickly gain access to the event based on common error messages.
To protect your account, we lock access after a certain number of failed attempts at logging in. Ensure you aren’t sharing access to your account with multiple people. The quickest way to solve this is to simply click on the “Reset Password” option on the login page. An email with a new password will be sent to you, and your login attempts will have reset as well. Check your junk folder in case you don’t receive the email in your inbox. The email will come from “email@example.com” with the subject “Your temporary password”.
Ensure your password is being entered precisely. Sometimes attendees copy in extra spaces if they are copy/pasting the password into the field from an email, or if they are typing it in manually they get some characters wrong. If you are absolutely certain the password you are entering is exactly what was sent to you, please use the “Reset Password” option on the login page. An email with a new password will be sent to you. Check your junk folder in case you don’t receive the email in your inbox. The email will come from “firstname.lastname@example.org” with the subject “Your temporary password”.
You may not be registered for the event, or if you are registered, you are using an incorrect email address. Double-check your inbox for a confirmation email from the event and ensure you are using the exact same email address you registered with. If you cannot get past this error, contact your event organizer as you may have registered under someone else’s email address or an alternate email address, or there may have been a typo when you were registering for the event.
Your login credentials are valid, but you are not registered for the specific event you are trying to access. Contact the event organizer for assistance.
The two reasons you will get this message is if you are trying to login to an event you are not attending, or some ticket or tag-based restrictions have been enforced by the event planners restricting only certain groups to the virtual event experience. Click on the “Logout” button, and try logging in again. You may have been previously authenticated with a different account, trying to access an event that you are not necessarily allowed to participate in. Otherwise, contact the event’s organizers.
A configuration issue with your account has occurred, likely due to multiple registrations under the same account. Please contact us at email@example.com for assistance.
If you’re attending an event and are experiencing issues with the live stream, it’s very likely local to your computer or browser configuration. There are several streaming options the event you are attending may have chosen from, so although there isn’t one magical fix, here are some common troubleshooting tips that should allow you to experience the virtual event to its fullest.
We strongly recommend using a modern browser to participate in the virtual event. Specifically, we suggest Google Chrome for its security and feature compatibility. If you have Google Chrome installed, please use it instead of your current browser. If you would like to download it, please follow this link.
2. Internet Connection
A high speed internet connection is recommended to participate in sessions without experiencing interruptions. If the stream is working, but the audio or video seems choppy, it’s possible that your internet connection is too slow, unstable, or bandwidth is being utilized elsewhere.
3. Other Possible Issues & Solutions
|Session is not yet live||Ensure you’re viewing a session at the date and time that it is expected to be live|
|Access denied message||Some sessions are restricted to certain groups or ticket holder types, please contact the event organizer if you feel you should have access|
|Getting video, but no audio||Ensure your speakers are not muted, none of the controls on the stream (if available) are muted, and no other tab is occupying your audio channel|
|Microphone or webcam isn’t working||Check to make sure you’ve granted the browser tab for the virtual event access to your microphone and webcam, this is usually toggled via a little video camera icon in your URL bar|
If you continue to experience issues, pease send an email to firstname.lastname@example.org with:
A general rule of thumb is that any modern browser and high-speed internet connection is all that’s really needed to run PheedLoop itself. The best setup we’ve found is using Google Chrome on a laptop or desktop machine, with an internet connection offering at least 25 Mbps download speed. You can test your internet speed here. We’ve found Google Chrome is most compatible with third-party plugins that events sometimes tend to integrate PheedLoop with.
Any major, modern browser is supported. This includes Google Chrome, Mozilla Firefox, Apple Safari, and even Microsoft Edge. We cannot guarantee the same if a third-party integration is being used in PheedLoop, but we’ve rarely found browser incompatibility issues if a modern version of any of the aforementioned browsers is being used.
Note that Internet Explorer is not a supported browser due to it being incompatible with modern web performance and security standards
PheedLoop’s virtual event system is best experienced on a laptop or desktop device, though it is responsive and compatible with tablets and smartphones. Tablets and smartphones are best suited for view-only experiences, as PheedLoop relies on several technologies that are best compatible with full browsers (e.g. video chats through PheedLoop Meet).
Everybody has different browser configurations and network settings/restrictions which, in extreme cases, may warrant trying a different browser and/or network just to have a clean environment to engage with PheedLoop through. In case something isn’t working, to isolate the root cause, we often suggest trying: