1. Reset browser permissions (Chrome, Firefox and Safari)
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.
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:
1. Click on the padlock located in your search bar.
2. Select Site settings
3. Select Reset permissions
4. Select Reset
5. Close all Chrome tabs/windows. Refresh your browser and try connecting again.
6. When the new browser opens, click on allow.
1. Click on the padlock located in your search bar and select Clear Cookies and Site Data…
2. Select the correct site from your list and select Remove.
3. Close all Firefox tabs/windows. Refresh your browser and try connecting again.
1. Click on the Safari tab (located at the top left by the Apple icon) and choose Settings For This Website…
2. You will see ‘Camera’ and ‘Microphone’ listed. Click on the dropdown beside them and select allow.
3. Refresh your browser and try connecting again.
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.
2. Is your internet browser supported?
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?
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.
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.
If you still can’t connect, please go to 4. Check your platform settings.
4. Check the 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:
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.
You will see the settings window appear.
Click on the Troubleshoot button (below).
Then follow the on-screen prompts to ensure your equipment is working.
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.