Attendee Troubleshooting Guide
Q: How do I make sure my computer or device is ready for the event?
A: Please review the Brandlive System Requirements to ensure your computer is compatible.
https://support.brandlive.com/hc/en-us/articles/30998321866779
If you run into issues during the event, you can check the Attendee Resource: Video Assistance guide for troubleshooting tips.
https://support.brandlive.com/hc/en-us/articles/30998464584603
Q: What are the Browser and System Requirements to attend the event?
A: We support all major browsers, and we recommend the use of Chrome or Edge. Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998321866779
Q: I am experiencing an issue with video quality, it is blurry.
A: Refresh or restart your browser or, try another browser on your computer. If the video quality is still poor, please navigate to the Settings icon within the video control bar and select a higher resolution.
Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998464584603
Q: I can see the video, but I don't have any sound. How do I fix the audio issue?
A: If you are having an issue with the audio, please try the following troubleshooting steps:
A: Please review the Brandlive System Requirements to ensure your computer is compatible.
https://support.brandlive.com/hc/en-us/articles/30998321866779
If you run into issues during the event, you can check the Attendee Resource: Video Assistance guide for troubleshooting tips.
https://support.brandlive.com/hc/en-us/articles/30998464584603
Q: What are the Browser and System Requirements to attend the event?
A: We support all major browsers, and we recommend the use of Chrome or Edge. Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998321866779
Q: I am experiencing an issue with video quality, it is blurry.
A: Refresh or restart your browser or, try another browser on your computer. If the video quality is still poor, please navigate to the Settings icon within the video control bar and select a higher resolution.
Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998464584603
Q: I can see the video, but I don't have any sound. How do I fix the audio issue?
A: If you are having an issue with the audio, please try the following troubleshooting steps:
- Please check your computer's volume is turned up and not muted.
- Please check the Volume icon within the video player's control panel and ensure it is not muted.
- Please check if the browser tab isn’t muted by right-clicking and selecting "Unmute Site.
Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998464584603
Q. Due to our company's network policy, I am encountering difficulties accessing the event. Could you please advise on the technical information I should provide to my IT team for resolution?
A: If you’re having trouble watching the event on the company network, your network might be blocking our required domains. Please share this link with your IT department.
https://support.brandlive.com/hc/en-us/articles/30998156114843
Q: How do I register for the event?
A: To register for an event, you must have the URL of the event site. You may receive this link via email, on social media, or any other platform the event organizer uses. Once you've received your link, click on it to view the event site Landing page to register the event.
Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998424799515
Q: When will the event start?
A: The event’s start time is typically displayed within the event itself and on the registration confirmation email (if enabled). It’s normal for the event organizer to commence the event slightly after the scheduled start time to allow attendees to register and enter the event. If there is any concern or confusion on the start time, please contact the event organizer directly.
Q: Can I watch this on demand?
A: On demand availability is controlled by the event organizer. Please contact the event organizer directly for more details for on demand viewing and availability.
Q: Can I add an event and sessions to my calendar?
A: Yes, you can add the upcoming or specific event to your calendar, The calendar invite can be found in the registration confirmation email if enabled. Additionally, it can typically be found within the event itself under a calendar icon.
Q. Can I watch on my mobile device?
A: Yes, you can view the event on mobile and tablet devices. Simply visit the same event URL and open it in your mobile browser. If you are experiencing any playback issues, please refer to our system requirements page.
https://support.brandlive.com/hc/en-us/articles/30998321866779
Q: Is there a phone number I can call to attend the event?
A: Brandlive is a web only platform and there is not an option to call in to an event. You are however able to attend the event using a desktop, tablet, or mobile device.
Q: I passed the course, but I did not receive my certificate.
A: The certificate can be issued once you’ve met all the requirements. Please check the Course tab to see if you’re eligible. If you see that you’ve passed, but the Access Certificate button isn’t available, the certificate isn’t available for the event. Please contact your event organizer.
Q. How can I update my personal profile or change my language preferences?
A: All event sites feature an attendee profile that allows you to update your display name, information, image, and language when available. Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998495039771
Q: Will I need to verify my email address to attend?
A: Some events may be using the email confirmation at registration. If it is enabled, you will need to check your inbox and confirm your email before you can fully access the event.
Q: What if I need a special passcode or my email is not accepted during registration?
A: Depending on how the organizer has set up the event, registration may be restricted. If you are blocked from registering, you may need to check your invitation for a passcode or ensure you are using the correct company email address.
https://support.brandlive.com/hc/en-us/articles/30998464584603
Q. Due to our company's network policy, I am encountering difficulties accessing the event. Could you please advise on the technical information I should provide to my IT team for resolution?
A: If you’re having trouble watching the event on the company network, your network might be blocking our required domains. Please share this link with your IT department.
https://support.brandlive.com/hc/en-us/articles/30998156114843
Q: How do I register for the event?
A: To register for an event, you must have the URL of the event site. You may receive this link via email, on social media, or any other platform the event organizer uses. Once you've received your link, click on it to view the event site Landing page to register the event.
Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998424799515
Q: When will the event start?
A: The event’s start time is typically displayed within the event itself and on the registration confirmation email (if enabled). It’s normal for the event organizer to commence the event slightly after the scheduled start time to allow attendees to register and enter the event. If there is any concern or confusion on the start time, please contact the event organizer directly.
Q: Can I watch this on demand?
A: On demand availability is controlled by the event organizer. Please contact the event organizer directly for more details for on demand viewing and availability.
Q: Can I add an event and sessions to my calendar?
A: Yes, you can add the upcoming or specific event to your calendar, The calendar invite can be found in the registration confirmation email if enabled. Additionally, it can typically be found within the event itself under a calendar icon.
Q. Can I watch on my mobile device?
A: Yes, you can view the event on mobile and tablet devices. Simply visit the same event URL and open it in your mobile browser. If you are experiencing any playback issues, please refer to our system requirements page.
https://support.brandlive.com/hc/en-us/articles/30998321866779
Q: Is there a phone number I can call to attend the event?
A: Brandlive is a web only platform and there is not an option to call in to an event. You are however able to attend the event using a desktop, tablet, or mobile device.
Q: I passed the course, but I did not receive my certificate.
A: The certificate can be issued once you’ve met all the requirements. Please check the Course tab to see if you’re eligible. If you see that you’ve passed, but the Access Certificate button isn’t available, the certificate isn’t available for the event. Please contact your event organizer.
Q. How can I update my personal profile or change my language preferences?
A: All event sites feature an attendee profile that allows you to update your display name, information, image, and language when available. Further details are available in our knowledge center.
https://support.brandlive.com/hc/en-us/articles/30998495039771
Q: Will I need to verify my email address to attend?
A: Some events may be using the email confirmation at registration. If it is enabled, you will need to check your inbox and confirm your email before you can fully access the event.
Q: What if I need a special passcode or my email is not accepted during registration?
A: Depending on how the organizer has set up the event, registration may be restricted. If you are blocked from registering, you may need to check your invitation for a passcode or ensure you are using the correct company email address.
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