ePly Virtual Venue: Attendee Troubleshooting

I have an issue on my phone or tablet accessing or using the event site

The event site is not supported on mobile devices. Please use Google Chrome on a computer.

I did not receive the login email OR cannot login to the event site

• Send a password reset email to yourself:

1. 1. Visit the event site’s login page. Contact the event staff if you don't know it.
   2. Click Forgot Password and follow the steps.

• Verify you registered with the correct email address.

• Reminder, the email address you registered with is your username.

I cannot open the event site. My browser says Your Connection is not private or This site is blocked due to [reason]

• Use Google Chrome on a computer. Download it here: https://www.google.com/chrome/
• Ensure Chrome is up to date:

1. 1. Open Chrome.
   2. Click the 3 vertical dots icon in the top right.
   3. Click Update Google Chrome. If you don’t see this button, you're on the latest version.
   4. Close and reopen Chrome.

The Zoom audio is choppy


• Leave and rejoin the Zoom meeting.
• Close and reopen Chrome. 

• Ensure you have a strong internet connection. 

  • Move your computer closer to your wireless router or access point.
  • Connect your computer to a hard-wired internet connection.
• Close all Chrome tabs besides the event site (and this help article).
• Close all computer applications besides Chrome. 

• Connect a laptop to a hard-wired power supply.
  
  Zoom meetings/webinars embedded on the event site can be process intensive on some computers depending on their age, processing power & available system memory. If you complete the above steps and continue to have this issue, contact event staff for direct access to the meeting using the standalone Zoom application.

I cannot hear Zoom audio

• Ensure you clicked the Join Audio by Computer button when first joining the Zoom meeting. If you don’t see this button, click Join Audio in the bottom left corner of Zoom to show it again.
• If audio is joined by computer, click the up arrow icon ^ in the bottom left corner of Zoom next to the microphone icon. Ensure the correct speaker is selected. If still no Zoom audio, ensure other computer sounds can play from the selected speaker. If not, try selecting a different speaker in Zoom or adjust your computer’s sound settings.
• Ensure Chrome is allowed access to sound for the site:
  
  

1. 1. Click the padlock icon at the top of Chrome on the left side of the address bar.
   2. Select Allow next to Sound
      Also allow Microphone & Camera if your event site uses Zoom meetings. Microphone & Camera are not applicable for Zoom webinars.
   3. Close the small settings window.
   4. Click Reload in the new message at the top of Chrome below the address bar to apply site changes.
      
      
      *If you do not see the Sound setting after clicking the padlock icon, then click Site Settings.
      1. A new Chrome tab will open, scroll down to the Sound setting and select Allow.
      2. Close this tab and return to the event site tab.
      3. Click Reload in the new message at the top of Chrome below the address bar to apply site changes.

• Leave and rejoin the Zoom meeting. 

• Close and reopen Chrome.

No one can hear me
   Applicable for Zoom meetings, not Zoom webinars.

• Ensure you clicked the Join Audio by Computer button when first joining the Zoom meeting. If you don’t see this button, click Join Audio in the bottom left corner of Zoom to show it again.
• If audio is joined by computer, click the up arrow icon ^ next to the microphone icon in the bottom left corner of Zoom. Ensure the correct microphone is selected.

• Ensure you clicked Allow under the Use Your Microphone notification shown at the top of Chrome when first joining the Zoom meeting.

• Ensure Chrome is allowed access to your microphone for the site:
  
  

1. 1. Click the padlock icon at the top of Chrome on the left side of the address bar.
   2. Select Allow next to Microphone*. Allow Camera and Sound if not already.
   3. Close the small settings window.
   4. Click Reload in the new message at the top of Chrome below the address bar to apply site changes.
      
      
      *If you do not see the Microphone setting after clicking the padlock icon, click Site Settings

1. 1. 1. A new Chrome tab will open, scroll to Microphone and select Allow.
      2. Close this Chrome tab and return to the event site.
      3. Click Reload in the new message at the top of Chrome below the address bar to apply site changes.

No one can see me
   Applicable for Zoom meetings, not Zoom webinars.

• Ensure you clicked Start Video in the bottom left corner of Zoom and then clicked Allow under the Use Your Camera notification shown at the top of Chrome.

• Ensure Chrome is allowed access to your camera for the site.
  
  

1. Click the padlock icon at the top of Chrome on the left side of the address bar.
2. Select Allow next to Camera*. Allow Microphone and Sound if not already.
3. Close the small settings window.
4. Click Reload in the new message at the top of Chrome below the address bar to apply site changes.
   
   
   *If you do not see the Camera setting after clicking the padlock icon, click Site Settings:

1. 1. A new Chrome tab will open, scroll to Camera and select Allow.
   2. Close this Chrome tab and return to the event site.
   3. Click Reload in the new message at the top of Chrome below the address bar to apply site changes.