Support Agent Quick Reference Links

• This is the eventfinity helpdesk for general troubleshooting and information for attendees Attendee Troubleshooting
• Ensuring that the users password is set to the correct default: Resetting a password in the dashboard
• Catch all for issues with streaming or page loads : Clearing a browser cache
• If the user is locked out after to many failed attempts to login : Unlocking a users account
• If the users stream is playing but the audio is not working :Selecting the correct audio output

Stream is slow and buffering

• Ensure that the attendees internet speed is optimal for viewing. A steady connection will generally be between 3-10 Mbps download speed. The attendee may test their speed using https://www.speedtest.net/

• Make sure that the attendee is using a recommended browser. The latest versions of Google Chrome, Mozilla Firefox, and Microsoft Edge (current version based on chromium), Safari are recommended. 

• Ask the attendee if they are connected to the event through a VPN or company firewall. Disconnecting from a VPN can provide immediate improvement in a video stream. Whitelisting the event URL may also be required if the attendee is using a company computer. This request will need to  be sent from the attendee to their internal IT department.

• Clear the web browser cache and log back into the website.

• If they are seeing a black box and the video is not starting try Enabling 3rd Party Cookies in browsers

• If the video stream does not improve reach out to the event administrator in order to ensure no known disruptions are occuring from the broadcast teams side.

• Try logging in from a personal device