The URL to enter the webcast may have wrapped in your email program thus, truncating the URL into two sections. Check to see that the URL has not been broken, or is missing characters. You may need to cut and paste the full URL into the address field of your Web Browser.

Here is an example of a URL that has been truncated:

• http://on24-prod.mindtouch.us/cli
• ents/help

If you have already registered for the event, you can enter your e-mail address in the registered user's area of the registration page to access the event, if applicable.

Note: You must have cookies and JavaScript enabled on your computer. If you require help or additional information on cookies and/or JavaScript, please refer to the Cookies and Javascript Link in the Event Help.

When the registration page refreshes with an error message, check to see that all of the required registration fields have been filled out and resubmit the form.

• ON24 email validation rules allow for letters and numbers, plus ._%+- before the @
• After the @, only alphanumeric characters and dots are allowed

If you have already registered for the event, you can access the event regardless of the computer you initially registered from by entering your e-mail address in the returning registrant portion of the event registration page.

If you are behind a firewall, your company may require a user ID and password in order to access the Internet or you may have to reconfigure your proxy settings to access this event, please check with your network administrator.

If you are behind a firewall and you are trying to view an event that is in HTTP format, you may have to reconfigure your protocol to stream this event. Please check with your network administrator.

Some events have restricted access and require a password, please contact the sponsoring company or customer support if you did not receive a password after you initially registered for the event or the password was not included in your invitation to access the event.

After you register, a cookie is placed on your computer which lets us know you've already registered. When you return to the site, you will automatically bypass the registration page. 

If you need to re-register or register a different person for an event, please delete cookies from your machine, and click on the link again.

If you have pop-up blocking software installed and it is active, it may be blocking the presentation console from opening. You may need to temporarily disable the pop-up blocking software in order to participate in the event.

Refresh your browser page. If this does not resolve, wait, and try again later.

You may see this message due to one of the following reasons:

• The event you are trying to access has not yet been broadcasted
• Verify the time and date of the live event to ensure the start time of the event
• The event may have only been available for live access
• The event you are trying to access has concluded but the on-demand version is not yet available. Please check back 24 hours after the conclusion of the original event to access the on-demand version.
• The event may no longer be available

This is usually because of network congestion. Network congestion manifests itself in different ways:

• The sound works continuously, but the video freezes.
• The program continually stops and rebuffers.
• The player automatically stops, requiring you to click play again to resume.

See the next question for more information on network congestion.

Network congestion can occur at any time due to the following problems:

• If you are connecting to the Internet through a slow connection, or over a congested wi-fi or cellular (mobile) network
• You are trying to access an event 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 alleviate network congestion, you may want to consider the following:

• Upgrading to a faster connection
• Minimize the number of applications you are running while accessing the event
• Try accessing the event during an off-peak Internet traffic period

To alleviate these problems, consider reducing the number of applications you have running. If you are accessing an on-demand event, try accessing the presentation at a later time when network congestion may have lessened.

Please make sure you have an up-to-date modern browser, that your speakers are connected, and the volume is turned on by clicking over to an alternate website (like YouTube).

Verify that your speakers are plugged into the power outlet, turned on and up, and connected to the audio port of the computer. Your speakers or headphones must be plugged into the sound card, not into the sound out jack of the CD-ROM drive. If you still cannot hear any audio, check your system volume settings and the volume on the media player. If your system is properly set up, then try adjusting the system volume settings:

• Click Start, Settings, and then Control Panel
• Double-click on the Multimedia Icon
• On the audio tab, turn up the volume
• If it is grayed out, this is an indication that the system is not configured for sound

Try refreshing the presentation by either hitting F5 on your keyboard or closing out and re-launching the presentation.

If you have joined an event, which has already started, please wait a few moments. The slides are either synchronized with the event and will flip with the next timed marker in the presentation or are user-controlled and can be flipped using controls located below the slides.

Verify that your settings meet the minimum event requirements.

Try clearing your browser's cache and restart the event.

Verify that your settings meet the minimum event requirements.

Try clearing your browser's cache and restart the event.

Your media player may not be installed correctly or your player may not be configured to stream the format of the event. Verify that the player has been installed correctly and check the player settings to verify that it is set up to receive the stream format.

This may be related to incorrect proxy settings in the media player.

Your media player may not be installed correctly or your player may not be configured to stream the format of the event. Verify that the player has been installed correctly and check the player settings to verify that it is set up to receive the stream format.

Or you may not have permission to access live streams.

Video may be received in a choppy format due to network congestion.

See the question "The media player automatically stops or it continually stops and rebuffers" for reference on network congestion.

Check to see if the archive of the webcast is set to Inactive.  If it is, you can switch the event back to Active so the webcast is available on demand again.  If the event is already set to Active, submit a Support ticket.