This article covers FAQs for troubleshooting Simu-live webcasts and On-Demand recordings.
When creating Simu-live events, keep in mind:
- Every Simu-live must have at least one slide uploaded to properly stream and archive
- If you don’t intend to show slides, you can remove the Slides tool from the console, but do not hide the slide or delete the slide in the Storyboard
- Simu-live webcasts MUST be recorded AND published at least TWO HOURS before the scheduled start time
- Elite Presentations will switch to live webcast mode two hours before the set time, so NO CHANGES can be made to your webcast during this time, including changing the start date/time, recording elements, choosing Rollover to Live audio, etc.
- Preview your Simu-live webcast in full at least 24 hours before the event - if the event does not play back as you would expect for the audience review your setup for accuracy and reach out to support.
My video clip is not playing. |
Often this issue is caused when a video clip is uploaded to the storyboard, but the Slides tool is not on the Audience Console. Video Clips play through this tool in Simu-live webcasts. Find more information here. This can also happen if Presenter Media is uploaded but there is no slide present. A single slide is required for proper live streaming and must be used even if there is no intention to show it. Upload a slide – a title slide is great - then remove the Slides tool from the console if wanted. Find more information on Video Only Webcasts. |
The audience cannot hear my video clip during the event. |
When recording events in Elite Presentations, any video clips added to the Storyboard will play for the audience in the Slides Tool. For those using Chrome, Chrome will automatically mute the video within the Slide Area by default. Attendees using Chrome will need to unmute the video using the speaker icon at the bottom left corner of the Slide View Window. |
The wrong slide was shown during the lobby time. |
The system will show the first slide of the first deck uploaded in the slide area during the lobby time (the 15 mins before the webcast start time). This will occur even if the slide is hidden or moved in the storyboard. When uploading slide decks, be sure the first slide of the first deck is what you want your viewers to see first. |
My webcast started on the wrong slide. |
This can happen if you don't select the first slide in your storyboard before you publish your webcast. Always select the first slide in your presentation and make sure it's visible in the Presentation View window in Elite Presentations before you publish. |
My Simu-live event is playing at the wrong time – can I stop it and change the time? |
Simu-live events play out automatically at the set date and time. To do so, Elite Presentations will switch to live webcast mode two hours before the set time, meaning NO CHANGES can be made to your webcast during this time, including changing the date or time. Be careful when setting up the event to ensure you have chosen the right time zone and time for the webcast to start. |
I imported media into my event and it's not playing. |
The Import Media functionality is not designed for rapid reproduction of events. If you import an event too early, some of the media may copy over but the streaming files will not. To ensure all files carry over, allow ample time for the original event to process before importing.
To make sure the original event is ready to be imported, use the Preview URL for the source webcast and review it in full. If the preview plays as expected the import should work. |
I'm trying to record in Elite Presentations, but the dial-in number says it's unavailable. |
Open the Setup tool and check the Presenter Media tab to ensure it is set to Audio. Switching to Audio will allow the recording interface to be accessed. |
I'm within the two hours before my Sim-2-live webcast is set to start, but cannot connect the audio and video of my webcam. |
Simu-live and Sim-2-live events are audio-based, so the Media Player should be set to audio on the audience console, and you should be provided with dial-in numbers to connect to the webcast. However, the live audio will not be released to the audience until the pre-recorded portion of the webcast plays in its entirety to the audience. A two-minute countdown timer at the top of Elite Studio will alert presenters the event is about to roll over to Live Mode. |
I want to populate seed questions into the Simu-live and Sim-2-live events. How far in advance will I be able to add seed questions? |
Seed questions can be populated into the event once the pre-recorded event begins and access to the Q&A tool provides the + icon allowing you to add your seed questions. Push them to your audience using the Q&A Tools during the pre-recorded or live portion of the webcast. |
I see the message 'Content not available or still being processed' in my media player when I preview the event. |
All Simu-live, Sim-2-live and On Demand events should be previewed 24 hours before the event. If you see this message and you have uploaded or imported your media and published the event in the past few hours (to allow for processing) this is an indicator or an issue with your setup or your media file. Check your setup and media to ensure they meet our specifications and reach out to support if assistance is needed. The preview should play just as you would expect it to for your viewers. If it does not, reach out to support before the two hour lock down. |
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