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Live Stream Troubleshooting

Welcome to our Live Stream Tech Support page

 

Please read through our FAQs below before chatting to our support team – as there may be a wait while our support team is helping other attendees.

Our FAQs section below has our most common troubleshooting issues that will solve most issues.

Note the 3 basic troubleshooting steps that solve most technical difficulties in Brella is at the top with an extensive list below.

Should you still need support, email virtualevents@informa.com.au.

We appreciate your patience in advance as there may be a wait due to increase support during peak times.

3 basic troubleshooting steps that solve most technical difficulties

3 basic troubleshooting steps that solve most technical difficulties in Brella

1. Try to clear cache, refresh your phone/browser and login once again.

2. Try to close the web browser and open again; or try to log out and then log back in.

3. Use a different web browser: try it in a different browser (e.g. Safari or Chrome). Recommend using Chrome.

Audio / Videos Issues on the platform

Audio / Videos Issues on the platform

Below are some common troubleshooting tips:

    1. Please use Chrome as the browser to view the sessions. If links open in a different browser, please copy the link and paste it into Chrome.
    2. Are your headphones/headset connected?
    3. Is your internet connection working correctly?
    4. It’s recommended to join the conference using a computer. If you are experiencing issues using a work computer, try a personal computer
    5. Can you try to dial in with a different device?

 

If you cannot hear or see, your browser extensions might be blocking something. Please try to open the event in Incognito mode. This can be done by clicking on the 3 dots on the top right of Chrome and selecting Incognito mode. You can also press CTRL + SHIFT + N on Windows or Press ⌘ + SHIFT + N on a MAC to open a new Incognito browser.

My audio sound doesn't work, I can't hear the stream?

My audio sound doesn’t work, I can’t hear the stream?

First, check if your audio volume is on, not on mute.

If so, next,  please check that the Stream volume is showing full blue bars (see example below). If not, click on the empty bars to adjust the volume.

 

Secondly, if still no volume – check if your device can play audio sound via the various YouTube and Vimeo videos:
a. YouTube – Jazz stream
b. Vimeo – Informa clip

 

If there is still no sound, this is highly likely to be your sound configuration on your device.

Try the below quick checks to determine if it’s your device or not:
1. Try to play the live stream on your mobile device. If there is sound, then it will be your sound settings.
2. Play a song from your Spotify/Apple Music on your laptop. If there is NO sound, then it will be your sound settings.
3. Don’t have music on your work laptop? Play a recorded meeting with audio saved on your device. If there is NO sound, then it will be your sound settings.

 

Below are final steps to access your computer’s advanced sound configuration to test – it’s simple:

1. Type in sound in the Start menu, click on Open.
2. Click on the Advanced sound options
3. Toggle / test each sound app listed. Or consider resetting to the Microsoft recommended default button.

 

 

 

The live stream quality is blurry? Can it be improved

The live stream quality is blurry? Can it be improved

The quality of your live stream will depend on your internet connection.

Sometimes, the stream quality will default to Auto.

Click on the settings cog icon (bottom right of video stream panel) to see what your stream quality is set to.

 

 

If it is set to Auto, this is likely why your stream quality is blurry. Try setting it to 720p or 1080p.

Recommendation: Set it at 720p first to check that the quality improves. Allow for a 30-second lag for the connection to catch up to the stream quality. If your connection is poor and you set the stream quality too high, it may start to freeze. Try to find the right balance.

 

The live stream video is not displaying - All I can see is a black/grey screen?

The live stream video is not displaying – All I can see is a black/grey screen?

In almost all cases where the stream display is grey/black, is linked to the attendee’s work connection.

If you are in the office and connected to your office internet and network, it’s likely that it is your company network blocking the video. Try disconnecting from your office internet and network (incl. VPN), refresh the Stream page and check.

If you are not in the office, but connected to your work VPN, it’s also likely that the VPN is blocking the video. Try disconnecting from your work VPN, refresh the Stream page and check.

Alternatively, if this still does not work:

– Clear you cache
– Open the stream in a Private Browser

How to clear cache on my web browser?

How to clear cache on my web browser?

When in doubt, clear your cache. Technical issues are regularly caused by your cache – below is a step-by-step guide to clear your cache:

1. Go to Settings (top right of your browser page – three vertical dots)
2. Privacy and security
3. Clear browsing data
4. Cached images and files

Still can’t find a fix?

Please email us on virtualevents@informa.com.au – our live stream team will be on stand by during all live events.

Please accept there may be some minor delays in response during peak times, generally 10-mins before the start of the event and 10-mins in to the start of the event.

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