This page is to help you troubleshoot any issues you may be experiencing while attempting to view the conference. Please be sure to read through each section carefully to guarantee your system is updated and compatible for an optimal virtual experience.
You can login or re-login to your account - Click Here to Login.
Keep your Browser up to date.
Maintaining the most current browser version will ensure all event features will
be enabled. Here are some links to the most common browsers if you need to update.
There was an issue Loading the playback.
If you can see the video above, you're all set and able to connect to the video services. Please allow
several seconds for the second video to begin. If not, here are some suggestions
for getting things going on your system:
The most common symptom of issues with the player is choppy video.
The other thing you may see is the buffering icon. These tips should help resolve
You can test your overall connection speed here:
First, determine if it's your connection speed. Frame drops will occur if your current connection isn't able to maintain the 550kbps download rate needed to view the stream. If you can normally maintain this rate make sure there are no background applications using the majority of your bandwidth or CPU. Or if you at a large office during peak hours there may be a lack of bandwidth due to traffic volume. If the problem persists you will be able to watch the event in the OnDemand area(if available) where the video will stop to buffer for slower internet speeds.
Second, you can try the following if you're not getting any image or sound at all:
- This player requires the latest version of Adobe Flash player be sure to update
- If you're accessing the Internet by way of a VPN, consider connecting without it for viewing the show. We've seen issues with VPNs not allowing the streaming protocols through to the end-user systems.
- If you're seeing the buffering icon, this indicates a connection bandwidth issue. It's likely that your network is saturated and is having trouble keeping up with the streaming.
Frequently Asked Questions
Video: What do I do if I experience audio and/or video drop offs?
If you are experiencing drop offs in audio or video you may try resetting your modem as well as your router if you use one. Sometimes these can become bogged down and begin to malfunction. Generally the modem and router should be powered down together. Then power the modem back on and wait for all status lights to appear. Once the modem is on and operational, power on the router. These are only general steps, so you may need to contact your equipment manufacturer for further troubleshooting procedures.
Video: No sound or video
You can try the following if you're not getting any image or sound at all:
This player requires the latest version of Adobe Flash player be sure to update at www.adobe.com.
If you're accessing the Internet by way of a VPN, consider connecting without it for viewing the show. We've seen issues with VPNs not allowing the streaming protocols through to the end-user systems.
If you're seeing the buffering icon, this indicates a connection bandwidth issue. It's likely that your network is saturated and is having trouble keeping up with the streaming.
Setup: I don't know my password.
Your password was emailed to you when you registered for the event. Make sure the email was not caught in your junk email filter. You can request your password to be resent to you by clicking the "forgot password" link. If you are still encountering problems contact firstname.lastname@example.org and someone will email your password to you.
Setup: I don't know my login.
Setup: Your login is the email address/userid you used when you registered for the conference. If you have any problems please contact email@example.com
On-Demand: Can I download the sessions?
Depending on the event, downloads may be available. Check the event information pages for additional information. Download passes may be an additional charge to help cover bandwidth costs. You do need to be registered for the event first to be able to download it. If applicable, this option is available to you on the registration page.
General: Why can't I get the session window to open in Vista?
If you are running Vista and can't get the session window to open there is a good chance it is because of the multimedia switcher. The following solution was provided by Zach on the Vista forums at - http://www.vistax64.com/vista-music-pictures-video/42532-vista-media-center-not-working-help.html
“You should have mmswitch.ax on your system - that is a third party piece of
codec that does not work very well. If you can uninstall that, do that.
If no uninstall is available:
Go to the Start:Run prompt by pressing (WindowsKey)+R.
type "cmd.exe" and then hit CTRL+SHIFT+ENTER
Click OK to run as Admin.
regsvr32 /u mmswitch.ax
in the cmd.exe prompt
If that doesn't work, find mmswitch.ax on your system and give the exact
path to the file as the parameter to "regsvr32 /u".
Or you can just rename "mmswitch.ax" on your system to "mmswitch.ax.bad".
That would fix your problem.”
General: Where can I get a copy of the session database/scripts/slides/video?
The sample database/scripts/slides can be downloaded using the links above the video window on the session page. There are links for each of the different types of downloads. Downloads are also available at the Help Desk for all sessions. Note: not all downloads are available for all sessions -- it will depend on materials provided by the speaker or the type of session.
General: Part of the webpage is cut off
The minimum resolution for the event is 1024x768 resolution. You may need to change this in Display settings for your computer to fix the issue. For Internet Explorer users, pressing F11 will also put your browser in full window mode giving you a larger viewing area.
General: How do I leave feedback for a session I attended earlier?
In the customer care center you can find links to the session surveys. You can also review sessions on-demand and click the session survey button, or you can use the chat room to interact with the presenter (if they're currently online in the chat room) or other support staff
General: How do I get a receipt for my registration?
In the top menu bar you will see your member number and you are currently logged in. Next to that is "View Receipt" click on that and it will open a window with the receipt. Then just simply print that page.
General: How do I enter the event?
If you go to the event homepage, look for and click on the purple, "Enter The Lobby", or "View OnDemand" button. Once you click on that you it will prompt you to login - if you are not already. From there you should be able to get into the event.
General: Can I get a podcast (Audio only) of the sessions?
Please check the event information pages and/or site for information about the availability of podcasts (audio-only) for events. Some, but not all, events provide podcasts and it's up to the producer of the event regarding whether the podcasts are available
Chat: "connection failed!" message
If the chat application stays on "Connecting to the Server and then posts the "connection failed!.." message it's possible there is a corporate or local firewall not allowing traffic on port 21 unless it is from an HTTPS source. If this is the case contact your Network admin to allow IP 18.104.22.168 to use port 21 on the firewall. If you use Web Filters you may also need to give IP 22.214.171.124 permission to bypass credentials.