If you or your presenters are having trouble connecting to or using Elite Studio to present your live webcast, this article can help you troubleshoot the issue. Find a list of common webcast issue resolutions, help with connecting your microphone or webcam, and answers to frequently asked questions.

Important: Our Video Presenter Bridge leverages WebRTC technologies and standards. To help determine whether any problems may be caused by your network environment or the hardware, please use this WebRTC demo .

Common Webcast Issue Resolutions

A wired connection is encouraged. Strong Wi-Fi connections are acceptable if they are stable. Unstable Wi-Fi due to congestion or other causes can result in connectivity drops adversely impacting a live event.
Make sure ON24 has access to your microphone and camera within the browser and the browser tab is unmuted (right-click the browser tab > unmute)
Try another web browser (Chrome, Firefox, and Edge are supported - Chrome is preferred).
Elite Studio is supported on iPad (version 16+) for Live Video, Simulive, Sim-2-live, and Broadcast Video present types.
Clear your browser cache.
Close all other applications and browser tabs. This is especially true of collaboration apps (Zoom, WebEx, Teams). It is OK to use them for audio and chat, but do not attempt to run video/webcam/screen share in a collaboration app while running the ON24 presenter interface. It will use all of the available Central Processing Unit (CPU) resources.
Log off VPN (Virtual Private Network).
Restart your computer (if there is time to reboot).

Note: Elite Studio will time out after two hours of inactivity.

Allowing the Browser to Access Your Camera and/or Microphone

Your browser may ask you to grant ON24 access to your microphone and camera.

Be sure to click Allow before closing the window.

Once connected you will notice indicators that your microphone and webcam are being used by your browser.

Note: While virtual webcams are not blocked, they are not a part of our supported test matrix. ON24 cannot guarantee or predict outcomes. If issues arise, please be prepared to switch to supported physical webcams.

If you are having difficulties with this step please see these resources on how to grant web browser access to your mic and camera:

Known Issue: For a Live Video Event with a Single Webcam Presenter the Presenter Does Not Display on the Left Side of the Media Player in Elite Studio

For a Live Video event/present type with only one presenter connected to webcam in Elite Studio the presenter will not show on the return view (left side) of the Media Player. A black window is displayed instead.

presenter_does_not_display_single

There is no impact to the Audience Console and the presenter can still see himself on the confidence monitor view (right side).

presenter_still_in_confidence_monitor

We are currently actively working to get the single presenter view to be the same on both sides.

Known Screen Share Issue with iOS/Mac and Google Chrome Browser

Presenters running Chrome Version 99.0.4844.74 on iOS/Mac (Big Sur 11.6 and other versions) may experience an inability to screen share during Live Video and Audio with screen share (Video Presenter Bridge) webinars (and in Breakout rooms).

To resolve this issue:

Open System Preferences (users may hit CMD + Space and type “pref”)
Open “Security & Privacy”
On the left, scroll down to “Screen Recording” and click it.
Users may need to click the lock on the bottom left to make changes and enter their credentials.
Uncheck Chrome on the right.
On the popup, click “Quit & Reopen”
Re-check the Chrome box again.
Click “Quit & Reopen”

FAQs

The Presenter doesn't See the Webcam or Mic in the Dropdown When Connecting	Try another browser Unplug and reconnect the device(s) to the USB Reboot the computer to ensure there are no software conflicts competing for the same device (webcam or PC mic)
The Audience View Window Displays a Spinning Wheel or Does Not Display Shared Content	If you don’t need to see the content to present, open a preview mode window to verify that something is displaying The usual cause for this is that the network is blocking access to wss://h5live.nanocosmos.de If Audience View is necessary given your use case, submit a high priority case to ON24 Platform Support and our team will work with your network personnel to address the issue.
The Presenter Console Cannot Access Webcam or Screen Share	Refresh by pressing F5 on your keyboard. If that doesn't resolve the issue, the most likely cause is content filters are blocking either access to the TURN server, or access to the ON24 servers. Submit a case to ON24 Platform Support and our team will work with your network personnel to address the issue.
The Webcam is Grayed Out or Frozen in the Audience Console	Likely caused by insufficient audience bandwidth Can happen when connected to an unstable Wi-Fi Internet connection Connect to webcam using a stable high-speed Internet connection
Screen Share Will Not Display in the Audience View Window or Preview	Confirm each presenter is indeed connected to the presenter console via Dial-in, Webcam, or PC Mic Confirm the presenter has established a connection. The presenter's name should be displayed in the Presenters List. Use a strong and stable Internet connection If using Firefox, confirm the ON24 Screen Sharing Extension has been added to the browser. Close all other applications (including the ones in your system tray) and clear your cache. Try a different browser (example, try Firefox instead of Chrome) Restart your computer (if there is time to reboot) Try a different PC/machine if one is available (screen share can be CPU intensive, especially for older machines)
Screen Share Keeps Asking to Download After Installation (Firefox)	Try resetting the browser to factory settings Uninstall the plug-in and reinstall
Webcam Troubleshooting	Make sure the presenter is using Chrome, Firefox, or Edge A wired connection is encouraged. Strong Wi-Fi connections are acceptable if they are stable. Unstable Wi-Fi due to congestion or other causes can result in connectivity drops adversely impacting connecting to and using a webcam during a live event. Refresh presenter console (F5) and try to reconnect the webcam Confirm the browser isn't blocking the device from being accessed Try another browser Clear your cache Close all unused applications, especially those that may have access to your webcam (Skype, Microsoft Teams, etc.) Reconnect the device via the USB Reboot the computer if time permits If the issue persists after troubleshooting, it is usually related to network configurations such as VPN or Firewalls. Try connecting off of a VPN. If this doesn't resolve the issue, please submit a case to Platform Support so our team can work with your internal IT department to find a resolution.
Presenters Cannot See or Hear a Single Presenter	Refresh the presenter console using the F5 key Try another browser
No Audio is Heard When Viewing the Preview Link	Disconnect all phone and webcam connections and then reconnect Check to see if presenters are listed in the Presenter List in the Connections Panel If disconnecting and reconnecting does not solve the issue call the Live Event Emergency Line

Remember Don't Panic, It's Just a Webcast

Don’t sweat the unexpected. In live television production, for example, mishaps sometimes happen. Reporters and news anchors are used to this and just casually pass to another person if there are technical difficulties.

Your live webcasts are no different. Accept the fact that mistakes and miscues are possible. Handle it like a pro and be ready to roll with it if they happen. Don’t call attention to the problem. Just move on with your webcast and what has been planned.

Remember, don’t panic, it’s just a webcast.

Search

Common Webcast Issue Resolutions

Allowing the Browser to Access Your Camera and/or Microphone

Known Issue: For a Live Video Event with a Single Webcam Presenter the Presenter Does Not Display on the Left Side of the Media Player in Elite Studio

Known Screen Share Issue with iOS/Mac and Google Chrome Browser

FAQs

Remember Don't Panic, It's Just a Webcast

Comments

Chrome	Firefox	Edge

Search

Troubleshooting Connecting to a Live Event

Common Webcast Issue Resolutions

Allowing the Browser to Access Your Camera and/or Microphone

Known Issue: For a Live Video Event with a Single Webcam Presenter the Presenter Does Not Display on the Left Side of the Media Player in Elite Studio

Known Screen Share Issue with iOS/Mac and Google Chrome Browser

FAQs

Remember Don't Panic, It's Just a Webcast

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