Having trouble connecting to a Forums event as either a presenter or an attendee?  This article can help you troubleshoot the issue.  

Confirm How You're Connected

As silly as it sounds, making sure you are connected to the internet via a strong connection is the first step to ensuring you can join an event.  You also need to use a supported operating system and browser.

As a general best practice, close all unnecessary applications and clear your cache before logging into each event.  This will improve browser performance while ensuring all recent uploads and changes are visible.

Security Settings

If you meet all the system requirements, check to make sure your browser security settings are not too restrictive or block certain content.

Check to make sure your browser has access to your camera/microphone.

Also check to see if there is a security restriction enforced on your network. Some networks restrict some browser actions through VPN.  If you are on a VPN, try logging off the VPN and reconnecting. 

You may want to connect with your IT team for assistance as well, especially if you know you have heavy restrictions.  

Bandwidth

Check to make sure you have sufficient bandwidth to run the event, which can cause the event to lag or not run at all.  You can run a bandwidth test here. 

The following problems can contribute to having insufficient bandwidth:

• If you are connecting through a slow connection or over a congested WiFi or cellular (mobile) network
• You are trying to access a webinar during peak internet traffic hours
• If you are connecting to the internet from a mobile device
• There is heavy traffic on your company network

To optimize bandwidth, consider doing the following:

• Upgrading to a stronger, faster, and more stable connection
• Minimize the number of applications you are running while accessing the event
• Try accessing the event during an off-peak internet traffic period when network congestion may have lessened

Camera and Microphone Issues

The browser must be able to access your camera and microphone in order to attend the event.

We recommend you close out any other applications that may use your camera or mic (eg: Teams, Photobooth, Zoom) during the Forums event. 

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.

Chrome	Firefox	Edge

• Microsoft
• Apple

Check your browser settings to see if you have granted access.  Click on the arrow below if you need help checking your settings.

Check Your Browser Permissions

Chrome

Click on the browser menu, and choose Settings.  Choose Privacy and Security, then click on Site Settings and scroll down to Permissions.  Click on the arrow to make sure sites can ask to use your camera and microphone.

 

Edge

Click on the browser menu, and choose Settings.  Choose Cookies and site permissions, then scroll down to All Permissions.  Click on the arrow to make sure sites can ask to use your camera and microphone.

 

Firefox

Click on the browser menu, and choose Settings.  Choose Privacy and Security, then scroll down to Permissions.  Click on Settings to make sure sites can ask to use your camera and microphone.

If you have granted access, check the following: 

• Does your camera/microphone work on a different browser?  For example, if you're using Firefox, see if Chrome works instead.
• If you have multiple cameras/microphones, make sure the right one is selected.
• Does the camera/microphone work in another application?

 

Sound Settings

You also need to make sure your headphones/speaker/microphone are not being used by another program at the same time.  To make sure your headphones/speaker/microphone can be used by the Forums event while you are in it, close out of any other programs that may have access to the devices.  

You can also update the sound settings on your computer to ensure applications cannot take exclusive control of your device. Click on the arrow for help with your sound settings.

Check Your Sound Settings

Open Settings and search for Sound Settings.  Scroll down and choose Sound Control Panel under Related Settings.

Complete the following steps in BOTH the Playback and Recording tabs.

1. Choose the device you want to use and open Properties
2. Click on the Advanced tab
3. Uncheck Allow applications to take exclusive control of this device
4. Click Apply
5. Click OK
6. Repeat as necessary for all devices

 

Running a Pre-Call Test

If you have a strong internet connection, are using a supported operating system and browser, you can run a pre-call test.  This test can help identify where you're having issues. 

Click on this link to open the pre-call test.  Make sure you are using the specific network/browser, camera, and microphone you want to test.  Click on the arrow below if you need help running the test.

Run a Pre-Call Test

Click on Run Test.

Allow the pre-call test to access your camera and microphone.

When the test is complete, it will let you test your camera and microphone connections, provide details on your browser compatibility, your connectivity to servers, and your expected call quality.  It will also provide steps to troubleshoot any issues.

If something on the test is blocked, reach out to your internal IT team, as there is probably a firewall/security measure in place they should be able to help with.   

 

Known Issues

Recordings of Forums Events That Run Over 4 Hours

The maximum duration for a Forums event is 4 hours.

After 4 hours, a new recording session will start and overwrite the previous recording. It is recommended to end the Forum before reaching the 4-hour mark.

If you anticipate your event will last longer than 4 hours and you need the recordings, be sure to end the Forum before the 4-hour limit and continue with a second Forum.

 

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 in Forums (and during Live Video with screen share (Video Presenter Bridge) webinars).

To resolve this issue:

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

 

Still Having Trouble?

If none of the troubleshooting steps in this article help, reach out for additional assistance.  

• For those with an ON24 login - contact Support
• For those without an ON24 login (such as attendees) - reach out to those hosting the Forum for assistance submitting a ticket on your behalf