Technical Troubleshooting

This can be tricky! Here are some general troubleshooting tips (in order of the first to last steps) that our support team uses daily.

Make sure that your device and browser work with Accelevents.

Use our System Checker to confirm javascript, browser compatibility, and all pop-up blockers are off.

If you're having trouble joining an event or seeing the sessions, there may be several reasons it happens. It's best to do basic troubleshooting to eliminate all causes of the issue.

Be sure to COMPLETELY close out of ALL PROGRAMS & APPLICATIONS that are NOT relevant to your participation in the Virtual Event. Often programs and applications that appear to be closed are still running in the background. Camera, audio, and screen sharing will not be able to share access between the application and browser. An open Zoom application is a common culprit of this!

Restarting your device will clear your RAM and optimize functionality and performance!

Make sure that your device has the correct time. Attendees worldwide will be able to watch sessions at the same time from different time zones. However, if your device's time is inaccurate, the sessions you're watching will also show inaccurate parts.

Make sure you're using the latest browser version, as it's the most compatible version for Accelevents. Click here to learn how to update Google Chrome.

Please do not use a VPN so that you will have full access to the Virtual Event! A Virtual Private Network (VPN) uses encrypted connections to restrict and block video and audio access. These restrictions will often affect both input and output access.

Firewalls are also a known culprit for minimizing platform optimization and participation. They are part of an individual's or company's network security system that monitors and controls network traffic/access. These firewalls have predetermined security rules and can vary in permissions. Instead, use a personal device to access the platform or whitelist or approve the domain of the following:

If you're attending the event to watch sessions, you may encounter difficulties if your browser settings or device settings do not fit the event's requirements. Issues like page not loading, freezing, or being unable to log in is the most common difficulties you may encounter. Try the troubleshooting tips below to ensure you can watch the sessions with no trouble!

Clearing the history & cache will be the final step before restarting your device. This step will fix problems like loading or formatting issues on web pages. Clearing your history and cache will also help your device load and run faster online.

We recommend this step if the page is not loading or you're not seeing what we see on the event.

There is a separate and private web browsing mode in Chrome called Incognito. Safari and Firefox both offer this as well - called Private Browsing.

In Incognito, none of your browsing history, cookies and site data, or information entered in forms are saved on your device. Websites see you as a new user and won't know who you are. Accessing an incognito window provides a quick way to get around stored cookies & cache that might affect your experience within the Virtual Event.

We recommend this step if you're having trouble logging in.

When attending an event with Accelevents, you may get pop-up notifications about upcoming sessions and other announcements. Please ensure that you allow those pop-ups to show when accessing an Accelevents page.

We recommend this step if you think you're not getting any notifications in the event.

If you have ad-blockers enabled, you may not be able to proceed to some pages in Accelevents. Please make sure that this is turned off when attending an event, and turn it back on when you're done.

We recommend this if you can't proceed to do anything after entering the event.

Suppose you're a speaker having a hard time entering the Studio or an attendee having a hard time entering a workshop session. In that case, it's probably because your camera and microphone permissions are not enabled. The first step is to check permissions on your browser, and if that doesn't work, you need to check your device permissions.

If you got this pop-up when you entered the Studio, it confirms that your camera and microphone permissions are not enabled.

IMPORTANT NOTE: If you're using Safari, the only option is to share the entire screen; you cannot select to share a window or a tab. Use Chrome instead to have all the options.

To make sure that the video can be heard and seen by attendees and other speakers, the speaker sharing the video must disable the hardware acceleration in Google Chrome:

Try sharing your video again in the Studio. Check the box for the Share tab audio so everyone can hear the audio in the video.

After trying everything above, and it still did not work, the next option is to give us your console and network logs. The log screenshots will allow our engineers to inspect if there are particular issues on your browser or the HTML and CSS codes on the page. Once you get these logs, please send them to us through chat.

After you get your console logs, please don't close the window yet. Click the Network tab and take a screenshot. Send both screenshots to our support team so that we can check what's wrong and determine the following steps to make it work.