1. 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 that adversely impact a live event.
2. Make sure ON24 has access to your microphone and camera within the browser, and ensure the browser tab is unmuted (right-click the browser tab unmute).
3. Try a different browser (Edge and Chrome are suggested). Experiences with breakout rooms, forums, and NextGen Live Video do not support the use of Firefox.
4. Elite Studio is supported on iPad (version 16+) for Live Video, Simu-live, Sim-2-Live, and Broadcast Video present types.
5. Clear your browser cache.
6. Close all other applications and browser tabs. This is especially true of collaboration apps (Zoom, WebEx, Teams). It is okay to use them for audio and chat, but do not attempt to run video, webcam, or screen share in a collaboration app while running the ON24 presenter interface. It will use all of the available CPU resources.
7. Log off VPN (Virtual Private Network).
8. Use an Incognito Window.  
9. Restart your computer (if there is time to reboot).

What if the presenter doesn't see the webcam or microphone in the dropdown when connecting?

Try another browser.

• Unplug and reconnect the device(s) to the USB port. Refresh after reconnecting to help trigger detection of the device.
• Reboot the computer to ensure there are no software conflicts competing for the same device (webcam or PC microphone).

What if 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.

What if 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.
  • Refreshing the page will not end the webinar.
  • Note: When refreshing and reconnecting, the microphone and camera are automatically ON when the new connection loads.
• Submit a case to ON24 Platform Support, and our team will work with your network personnel to address the issue.

What if 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.

What if the 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 microphone.
• 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), refresh, and clear your cache.
• Try a different browser (for 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).

What if the screen share keeps asking to download after installation (Firefox)?

• Try resetting the browser to factory settings.
• Uninstall the plugin and reinstall.

What if I need webcam troubleshooting?

• Make sure the presenter is using Chrome, Firefox, or Edge (Edge and Chrome are suggested). Experiences with breakout rooms, forums, and NextGen Live Video do not support the use of Firefox.
• 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 that adversely impact connecting to and using a webcam during a live event.
• Refresh presenter console (F5) and try to reconnect the webcam.
  • Refreshing the page will not end the webinar.
  • Note: When refreshing and reconnecting, the microphone and camera are automatically ON when the new connection loads.
• Confirm the browser isn't blocking the device from being accessed.
• Try a different browser (Edge and Chrome are suggested). Experiences with breakout rooms, forums, and NextGen Live Video do not support the use of Firefox.
• Clear your cache.
• Close all unused applications, especially those that may have access to your webcam (Microsoft Teams, etc.).
• Reconnect the device via the USB and refresh.
• 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.

What if presenters cannot see or hear a single presenter?

• Refresh the presenter console using the F5 key.
  • Refreshing the page will not end the webinar.
  • Note: When refreshing and reconnecting, the microphone and camera are automatically ON when the new connection loads.
• Try another browser.

What if 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.

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.