Most frequent issues
Apr 18, 2023
The top 7 most frequent issues during meetings are:
The guest has lost/never received the confirmation email of the meeting
You don't have video or audio while you both successfully entered the meeting
1. The guest has lost/never received the confirmation email of the meeting
Please make sure your guest always checks their spam folder first. Sometimes the email can be marked as spam. If the guest still can't find the email there are two ways of re-inviting the guest. Enter the meeting and click on the 'add guest' button:
You can invite the guest by email. Enter the guest's name and email address. The guest will then receive a personal email confirmation with a link to enter the meeting.
You can also share the link directly with the guest. Click on 'copy link' and all you have to do is share the date and time with the guest.
If you're not conducting the meeting at that moment and want to leave, it is important not to end the meeting with the red button but rather by closing the tab! Otherwise, you won't be able to enter the meeting the next time.
2. The guest doesn't have a camera/microphone/speakers
The guest doesn't have a camera:
If the guest doesn't have a camera they can simply choose to enter the meeting with 'no camera' to successfully enter the meeting.
The guest doesn't have a microphone or speakers:
If the guest doesn't have a microphone or speakers they can simply enter the meeting without microphone or speakers. Once in the meeting they can dial-in to establish an audio connection
Tip: If the guest doesn't have any speakers they can simply plug in any earphones they might have.
3. The guest doesn't have google chrome
Ask the guest if they can join the meeting via:
A Safari 11+ browser
A Firefox browser
An Edge Chromium browser
Or a tablet or smartphone. They can simply click on the same link as they would for a computer.
Please note: If the guest is using a tablet or smartphone, they must enter the call through a browser such as Safari or Chrome and not an in-app browser from, for instance, their email app.
4. The guest gets stuck in the media check
If a guest gets stuck in the media check, it's because one of the devices failed.
There are two simple solutions for the guest to enter the meeting anyway.
1. Enter the meeting with the failed camera/microphone/speakers.
When entering without a microphone or speakers, use the dial-in option to establish an audio connection.
2. Try to troubleshoot the problem.
If a device fails to connect or has problems, automatic troubleshooting will appear in the chat. The guest has to simply follow the steps that are shown to them. You as an advisor can follow the suggested troubleshooting options and the replies the guest gives. This way you can follow the troubleshooting in real time.
5. You don't have video or audio while you both successfully entered the meeting
1. Please check if the guest joined the meeting via:
A Google Chrome browser
A Safari 11+ browser
A Firefox browser
An Edge Chromium browser
Or a tablet or smartphone (through a browser such as Safari or Chrome and not an in-app browser from, for instance, their email app)
If the guest joins via another device or browser than mentioned above we, unfortunately, cannot guarantee a successful connection.
2. Check if the guest joined the meeting via a secure wifi network
If the guest joins via a secure wifi network, for example, a company network, it may happen that due to company restrictions video meetings with 24sessions are not allowed/blocked.
If this is the case please ask if the guest is able to join via a guest network or hotspot.
3. Did steps 1 and 2 not resolve the issue?
Ask if the guest can join via a different device or ask the guest to dial-in
6. The sound drops during the meeting
Please try to refresh the meeting via the arrow button at the bottom of the page. Make sure both you and the guest refresh the meeting. This should solve the problem in most cases
If this doesn't help, choose to dial-in to continue the meeting.
7. You're experiencing a bad internet connection
Please try to refresh the meeting via the arrow button at the bottom of the page. Make sure both you and the guest refresh the meeting. This should solve the problem in most cases
If this doesn't help, choose to dial-in to continue the meeting.