I can't join a room
Before you start
This guide is for Live Events hosts and attendees who are having trouble joining their event or rooms within an event.
If you're having trouble joining a Room, make sure you've completed the following.
Refresh your web browser
Most of the time, a refresh of the webpage will fix the problem.
Tip: Hold Shift key when pressing the command+R (macOS) or Ctrl+R (Windows) combinations to reload the page without the cache.
Check your browser permissions
Next to the URL field, select the padlock icon and make sure Camera and Microphone are set to Allow for the Live Events web page.
Check the browser and make sure it is updated
Using the latest versions of Google Chrome or Mozilla Firefox on your laptop or computer guarantees the best experience.
Note: Sometimes, third-party extensions can affect the experience by blocking some of the Live Events interface elements. That’s why we also recommend opening the event in Incognito mode on Chrome or a Private tab on Firefox.
On mobile devices the experience is limited for presenters / speakers and sufficient for event attendees. If you need to use a mobile device, please use Safari on iOS and Google Chrome on Android.
Restart your web browser
Sometimes browser settings require a browser restart for changes to take effect.
Note: if a room is Moderated, you will not be able to join the room unless the moderator approves your request.
If none of the above fixes the problem, please contact our care team for help.