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Troubleshooting steps
and technical help

Managed virtual annual general meetings,
video conferences and special events

 

Trouble joining your video meeting
via your web browser?

Follow these troubleshooting steps

After each step, please refresh your browser and try again to connect to your meeting/event.
If your attempt is unsuccessful, please move to the next step.

 

To connect to the virtual event/video conferencing platform (VEP) you must have access to a camera, microphone and speakers and allow your browser to access them.

PLEASE NOTE:
Once you have successfully joined the meeting, you can turn off/toggle your camera feed from within the meeting platform. For most 'managed' meetings, participants' cameras are set to off. However, to connect to the meeting, you must 'allow' access as above. 

The following details the instructions to reset permissions for the browsers that are supported by our system. Instructions may vary, however, we recommend the following:

Chrome browser

1. Click on the padlock located in your search bar.

CHROME click on padlock-1

2. Select Site settings

CHROME click on site settings

 

 

 

 

 

 

 

 

 

 

3. Select Reset permissions 

CHROME click on reset permissions


4. Select Reset

CHROME click on RESET


5. Close all Chrome tabs/windows. Refresh your browser and try connecting again.

6. When the new browser opens, click on allow.

refresh browser - select allow

 

Firefox browser

1. Click on the padlock located in your search bar and select Clear Cookies and Site Data...

FIREFOX click on padlock and clear cookies2

 

2. Select the correct site from your list and select Remove.

FIREFOX select site address and click remove

3. Close all Firefox tabs/windows. Refresh your browser and try connecting again.


Safari browser

1. Click on the Safari tab (located at the top left by the Apple icon) and choose Settings For This Website...

SAFARI CLICK ON SAFARI TAB CHOOSE SETTINGS FOR THIS WEBSITE


2. You will see 'Camera' and 'Microphone' listed. Click on the dropdown beside them and select allow.

SAFARI CLICK ON ALLOW CAMERA ET AL2

3. Refresh your browser and try connecting again.


PLEASE NOTE:

Resetting browser permissions rectifies connection issues for the majority of cases, however, if you still cannot connect, the other steps provided in this troubleshooting guide may help.

Ensure your browser is supported by our virtual event platform (VEP)

Check your current browser by going to the website: whatismybrowser.com

If your current browser is not supported, we recommend downloading one of the following supported browsers;

  • Google Chrome 65 or later
  • Firefox 52 or later
  • Safari 12.2 or later

If you are unsure how to do this, please contact your own IT support.

Once you have the supported browser installed, try connecting again.

If you still can't connect, please see 3. Do you have a camera, mic and speakers and have you allowed access?

Equipment you need to access the virtual video meeting

Your laptop or desktop computer must have an integrated microphone and camera or peripheral microphone and camera devices connected.
You require access to speakers or a computer-enabled headset to be able to listen/hear the audio.


Granting the virtual event platform (VEP) and your browser access to your microphone and camera

When you click on the unique meeting link (provided to you by the meeting organiser) to join the meeting and to enter the virtual event platform (VEP) for the first time, this pop up may appear.

Click Allow

camera and mic alert 021020


If you miss this step or still cannot access the meeting, click on the padlock located in your browser's search bar and allow your camera and microphone.

allow camera and mic - browser padlock

If you still can't connect, please go to 4. Check your platform settings.

Test your equipment prior to the meeting

Meetings usually open 30 minutes prior to the scheduled start time. This gives you time to join the meeting and check your equipment settings.

You will know you have arrived at the meeting, as you will see a screen similar to this:

vepexpress interface_all


The VEP system has a series of tests it can perform to ensure your equipment is connected. To check and test your equipment settings, click the settings icon.

vepexpress interface_settings

You will see the settings window appear. 

Click on the Troubleshoot button (below).

vepexpress_settings

Then follow the on-screen prompts to ensure your equipment is working.

camera capability check 1

camera capability check 2

camera capability check 3_SUCCESS_NEXT STEP

mic and speaker capability check 1

mic and speaker capability check 2

mic and speaker capability check 3_SUCCESS_NEXT STEP

mic and speaker capability 4 - finish

If these tests are successful, try connecting to your virtual meeting again.

If these tests fail, please follow steps 1 through 3, if you haven't already done so. 

For further assistance, contact your own IT support.

 

Additional technical help

Tried the troubleshooting steps and still can't gain access to your online meeting or event?
You may need additional technical help.

 

Using your smartphone as a hotspot

A mobile hotspot (also known as WiFi tethering) blends software, hardware and back-end network data services to transform a phone into the equivalent of a broadband modem and router.

A phone hotspot can work with any WiFi-based device, including laptops, tablets, and other phones.

Switching to a mobile hotspot can assist in organisations with strong network security protocols in place. Please consult your organisation's IT Security Policy prior to hotspotting or connecting to different networks on corporate devices.

For instructions on how to set up a mobile hotspot (for iPhone or Android) visit:

https://www.telstra.com.au/support/mobiles-devices/mobile-phone-wifi-hotspot 

  1. Disconnect any remote devices, such as a remote desktop connection (VPN). Refresh your browser and try connecting again.

    If you are unsure how to do this, consult your IT support team.

  2. Your IT team may enforce strong security policies/firewalls preventing real-time communication systems (WebRTC) from working. Speak to your IT team for assistance when connecting if you are experiencing any issues connecting for the first time.

Browser extensions could cause interference with the VEP and prevent you from joining your meeting.

If you are having issues connecting, we recommend as a troubleshooting step, to temporarily disable your active browser extensions.

The following instructions for disabling browser extensions in Chrome, Safari and Firefox were found via an internet search: how to disable browser extensions in 'browser' 

Google Chrome:

  1. Click the menu icon "≡" at the top right of the browser window, choose more tools > extensions to open the extensions.

  2. Uncheck enabled to disable an extension.

  3. Click the Disable link under the plugin/extension you want to disable.

Safari:

  1. Choose Safari > Preferences
    then click Extensions.

  2. To turn off an extension, deselect its tickbox.

Firefox:

  1. Click the menu button, select Add-ons > Extensions.

  2. Scroll through the list of extensions

  3. Click the blue toggle for the extension you wish to disable.

If you have tried steps 1-4, and are still experiencing connection issues, please consult your anti-virus software user manual and/or ask your IT support.

We recommend using a laptop or desktop computer.

When all other troubleshooting options have been exhausted, providing us with your browser console logs allows our technical team to determine additional underlying issues that could be hindering your access to our cloud-based platform.

How to retrieve Chrome browser console logs

  1. In Google Chrome, visit https://express.vc
  2. Enter passcode: 123456
  3. Enter your name
  4. Wait for the call to establish or fail
  5. Once call is established or failed, right-click anywhere on the screen, click Inspect
  6. Browse to the Console tab
  7. Copy ALL of the content you see and paste into an email and send to; systems@expressvirtualmeetings.com
    PLEASE NOTE: This is a long list, so click inside the text (but not a link), press CTRL + A to select all text, CTRL + C to copy all text, and then CTRL + V to paste in an email.

Retrieve google console logs images_2


How to retrieve Safari browser console logs

  1. Under the Safari menu, choose “Preferences…”
  2. In the preferences window, select the “Advanced” tab
  3. At the bottom of the screen, there is a checkbox that says “Show Develop menu in menu bar”. Tick this box. Then close the preferences window.
  4. There should now be a new menu named “Develop”
  5. Display the debug console
    1. The hard way:
      In the Develop menu, choose the “Show JavaScript Console” item. It is about 1/3 of the way down. (There are lots of items in this menu!)
    2. The easy way:
      Display the debug console: Press Command-Option-C  (the Develop menu still needs to be enabled for this to work).
  6. To copy the console log
    1. Scroll up to the first message in the console. Click it to select that message.
    2. Scroll down to the very last message. Shift-click on that one. That will select all messages in the log.
    3. Right-click anywhere in the console area and choose “Copy Selected” To copy the console log:
      PLEASE NOTE: that this will only copy the SELECTED lines. So it’s important to make sure they are all selected. To copy the console log
    4. Open a text editor application such as TextEdit
    5. Paste the console log into a file and save it and send to; systems@expressvirtualmeetings.com

Join using your telephone

Should you be unable to join the meeting via the secure and unique web link provided, you can join in listen-only mode using your telephone or mobile phone.

To dial in using your telephone, you require the following;

  • dial-in phone number
  • conference access code

PLEASE NOTE: These items are unique to your virtual meeting/AGM.

You will find the unique dial-in number and conference access code in your;

  • Notice of Meeting (NoM), or
  • the registration confirmation email

Should you require further assistance, please call (Australia) 1300 963 740 or (International) +61 2 8319 6686.

PLEASE NOTE: Voting and Q&A are not available in listen-only mode.

 

Download the pdf version of this guide

DOWNLOAD GUIDE

 

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