Technical troubleshooting can be tricky! Here are some general troubleshooting tips (in order of the first to last steps) that our support team uses daily.
Supported Devices and Browsers
Make sure that your device and browser work with Accelevents.
Windows 8.1 or 10 | 32-bit and 64-bit
Google Chrome (latest version) - recommended
Mozilla Firefox (latest version)
Microsoft Edge (latest version)
macOS X 10.11 and later
Google Chrome (latest version) - recommended
Safari 10 or later
Mozilla Firefox (latest version)
Android OS 4.0 or later
Google Chrome (latest version) - recommended
Tablet and phone devices are supported
Some features are not available on devices without Bluetooth, telephony, or Wi-Fi
Kindle Fire tablets are currently not supported
iOS 10.0 and later
Safari (latest version) - recommended
Google Chrome (latest version)
Mozilla Firefox (latest version)
Tablet and phone devices are supported
Use our System Checker to confirm javascript, browser compatibility, and all pop-up blockers are off.
Basic Troubleshooting
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.
1. Close Other Programs
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!
2. Restart your Device
Restarting your device will clear your RAM and optimize functionality and performance!
How does your RAM affect your participation in the Virtual Event?
As you open and close programs and applications, they add to your device's RAM usage. Even when "closed," they aren't entirely closed - remnants of applications stick around, leaving less and less room for new apps. Things may start to slow down a little — not only does it have to load the app, but things have to be shuffled around in RAM to make room for the new applications to load. As items move in and out of RAM, they get scattered, so pieces of code from the same software can be found throughout RAM.How does restarting fix functionality and performance?
It's simple: everything clears out in the RAM when you restart your device. All the fragments of previously running applications are purged, and all currently open applications are killed. RAM is basically "cleaned," so you're starting with a fresh slate. And with that, things are snappier!
3. Check your Device Date, Time and Timezone
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.
4. Update your Browser
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.
5. Turn off your VPN and Firewall Restrictions
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:
Domains:
IP (required for video calling and broadcasting): 99.77.128.0/18
Ports:
TCP 443
UDP 20000-65000
UDP 3478
Email Domain: @accelevents.com with IPs
168.245.48.83
149.72.255.132
168.245.54.176
168.245.23.89
168.245.32.123
Troubleshooting for Attendees
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!
1. Clear your History & Cache
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.
Click the 3 dot menu on the upper right corner of your Chrome browser
Select Settings
Click Security and Privacy
Click Clear browsing data
Choose a time range in the pop-up. Select either All time or, at minimum, select last 7 days.
Check the boxes for the following:
Browsing history
Cookies and other site data
Cached images and files
Click Clear data
2. Use Incognito Mode
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.
Click the 3 dot menu on the upper right corner of your Chrome browser
Select New Incognito Window
This will open a new window where you can try to reaccess the event.
3. Enable Pop-ups and Redirects
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.
Click the 3 dot menu on the upper right corner of your Chrome browser
Select Settings
Click Site Settings
Under Content, click Pop-ups and redirects
Select Sites can send pop-ups and use redirects
Remove www.accelevents.com from the "Not Allowed" list and move it to the "Allowed" list.
4. Disable Ad-Blocker Extensions in Chrome
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.
Click the ad-blocker extension icon on the upper right side of your Chrome browser.
Select the option to disable the ad-blocker
Refresh your page
Note: If you're not sure if you have an ad-blocker or if you can't see the ad-blocker icon, click the Extensions icon to manage your extensions.
Troubleshooting for Speakers
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.
1. Allow Camera and Microphone Permissions on your Browser
If you got this pop-up when you entered the Studio, it confirms that your camera and microphone permissions are not enabled.
Enable the camera and microphone in your browser through the lock icon on your browser:
If the lock icon does not give you options to enable your camera or microphone, click Site Settings instead. It will open a new tab where you can allow the camera and microphone.
If nothing is clickable from the lock icon, check the URL bar to see if the camera icon on the right side has a red X. Click it and allow permissions. Click Done and refresh your page.
If it still does not work, click the 3 dot menu on your browser on the upper right side and select Settings.
Click Security & Privacy
Click Site Settings
Check the Camera and Microphone permissions
Make sure to delete Accelevents from the Not allowed to use your camera list.
Refresh your Studio to try again
Check if the correct camera and microphone are selected in the same settings menu.
2. Allow Camera, Microphone, Screen Recording, and File Sharing Permissions on your Device (Mac Users)
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.
Open your System Settings and select Privacy & Security
Look for Camera and Microphone
Click Camera and enable Google Chrome or other browsers that you're using. Do the same for Microphone.
Click General from the left side menu, then select Sharing
Enable Screen Sharing and File Sharing
Troubleshooting for Video Playing
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:
Click the 3 dot menu at the top-right corner of the Chrome browser
Click Settings
Click Advanced
Click Systems
Disable Use hardware acceleration when available
Click Relaunch
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.
Getting your Console and Network Logs
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.
1. Console Logs
On your Chrome browser, access the Accelevents page where you're having an issue (event page, virtual event hub, or Studio)
Right-click anywhere and choose Inspect
Click the Console tab
Take a screenshot of the entire browser page, including the URL bar + console log, and include any relevant and applicable details (event name, event URL, attempted action, error message, etc.).
2. Network Logs
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.
