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
If it is your first time connecting to Elite Studio, you may be asked 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.
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.
There is no impact to the Audience Console and the presenter can still see himself on the confidence monitor view (right side).
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”
|The Presenter doesn't See the Webcam or Mic in the Dropdown When Connecting
|The Audience View Window Displays a Spinning Wheel or Does Not Display Shared Content
|The Presenter Console Cannot Access Webcam or Screen Share
|The Webcam is Grayed Out or Frozen in the Audience Console
|Screen Share Will Not Display in the Audience View Window or Preview
|Screen Share Keeps Asking to Download After Installation (Firefox)
|Presenters Cannot See or Hear a Single Presenter
|No Audio is Heard When Viewing the Preview Link
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.