Troubleshoot Live Events

How to resolve login issues

Follow these steps:

1. Close all Live Event and GoFundMe Pro web pages that are open
2. Copy & paste https://pro.gofundme.com/live/logout into your web browser
3. Once logged out, try logging back in using https://pro.gofundme.com/live

If the issue persists, clear your browser's cache and try logging in again.

How to force sync registrations

Live Events automatically syncs registrations every 60 seconds. If you have not connected your Live event to a GoFundMe Pro campaign, see our guide.

If you notice your Live event is missing registrations, you can force it to sync with your connected GoFundMe Pro campaign.

1. Log in to Live Events
2. From your organization dashboard, select Integrations

3. Under GoFundMe Pro, select Settings
4. Under the Campaign mapping, select Sync Registrations

If your event does not appear under Existing Mappings, that means you have not yet connected your GoFundMe Pro campaign. Learn how to connect a GoFundMe Pro campaign.

Audio and video problems

Having trouble sharing your camera, microphone or screen? This can be caused by various things including your network connection, device, operating system, browser plugins and more.

Troubleshooting steps:

1. Ensure you're using a compatible browser: Live Events will work on desktop computers, laptops, and mobile devices running any of the following browsers:

• Google Chrome (latest release version)
• Firefox (latest release version)
• Opera (latest release version)
• Safari (latest release version)
• Microsoft Edge. Full support for Chromium-based versions of Edge (version 79+), and beta support for non-Chromium versions of Edge (version 17+).

2. Test your connection: Make sure you have the right ports open. You can check this by running this Pre-call tool. Make note of any suggestions or warnings that the Pre-Call tool provides you.
3. Double check your network settings: Next, see if there are any network issues preventing connection to Live Events. If something is blocked:

• Are you connected to the internet?
• Web browser security settings (especially for IE) may be too restrictive or blocking certain content.
• There may be a security restriction enforced on your network.

If the earlier Pre-call test didn't show any issues with network, but you weren't able to see the camera/microphone functioning correctly:

1. Please confirm that you are allowing access to Live Events when prompted by the browser. You may have blocked access and saved this preference. Please check in your browser settings to confirm this is not the case.
2. Check if the camera works on a different browser. For instance, if you are using Firefox see if Chrome works instead.
3. If you have multiple cameras, make sure that the right camera is selected.
4. Does the camera work in Skype or Photo Booth?
5. Still no luck? Please contact our care team for help.

How to update permissions

In Live Events, you will be prompted to select your audio and video device so that people can hear and see you at the event, but if you are unable to select your AV options, it is probably because you need to give browser permissions for Live Events to access your AV devices.

First, please be sure that you are using Chrome (preferred) or Firefox (backup) and that it is up to date.

If that doesn't work, be sure to give browser permissions in Chrome:

Allow Camera and Microphone in a web browser

On Chrome:

• Next to the URL, select the padlock icon
• Set Camera and Microphone to Allow

On Firefox:

• In the URL field, select the video icon
• Choose the Camera and Microphone to share
• Select Allow for changes to take effect

You can also check if Live Events has access to your devices by entering the following link to your Chrome browser URL field:

chrome://settings/content/siteDetails?site=https://pro.gofundme.com/live

Under Permissions, locate Camera and Microphone. Live Events should be one of the approved sites.

MacOS

Privacy settings on latest versions of macOS require the following permissions to be enabled in order to get the best Speaker experience on Live Events platform:

• Camera
• Microphone
• Screen Recording

Camera

• Open the System preferences
• Navigate to Security & Privacy > Privacy
• Choose Camera and allow browsers to access your camera

Once the permissions are granted, you will be able to come on screen with Camera.

Microphone

• Open the System preferences
• Navigate to Security & Privacy > Privacy
• Choose Microphone and allow browsers to access your microphone

Once the permissions are granted, you will be able to come on screen using the Microphone.

Screen Recording

• Open the System preferences
• Navigate to Security & Privacy > Privacy
• Choose Screen Recording and allow browsers record the contents of your screen

Once the permissions are granted, your browser will be able to choose any applications for screen sharing.

If none of the above fixes the problem, please contact our care team for help.

Trouble joining a room

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.

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.

Make sure your browser is updated

Using the latest versions of Google Chrome or Mozilla Firefox on your laptop or computer guarantees the best experience.

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.

If none of the above fixes the problem, please contact our care team for help.