It is more than likely that there is a quick and easy solution to your problem. So in order to diagnose the issue(s) you are experiencing please start by reading through the following list of our frequently asked questions. If a topic correctly describes your problem, read through the quick help and follow the suggestions provided. If this does not resolve the issue then click through to the more extensive help section which specifically covers the same types of problems.
The URL or link that you have is not working
If the link that you have been provided is not working, for example if you get an error message stating "The session you have requested could not be found in our database. Please check the URL and try again" or if you get a 404 error message, then it is more then likely that the URL is incomplete. If the link was sent to you in an email it may have been truncated by your email program’s word-wrapping functionality. Please make sure your link is not split onto two lines nor has any empty spaces. If clicking on the link directly from within the email does not work, try to copy and paste it into your browsers address field making sure to copy and paste the whole url - you may have to do this in two or three steps.
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Your event/conference requires registration, but you are unable to register
There may be required fields in the registration page so please make sure that you have filled all of these and try again. If for any reason you are not able to complete all required fields (the selections provide do not apply to you, there is a password which you do not have, etc…) then see the other help topics page. If you have already registered and are being asked to do so again or if you are experiencing any other registration problems then please make sure that your computer has cookies and JavaScript enabled. If it is still not working or if you are accessing the event from another computer, you may have to register again.
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What is my username and password?
If you are behind a firewall, your network 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. Some events have restricted access and require a password, this will be in form of an extra field on the registration page. Please check your invitation or contact the hosting organization in order to get the password.
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You are not able to open up / launch the presentation
If when you click on the registration or submit button nothing happens, please check to make sure that you have selected one of the attendance options available to you (windows media player, real player or teleconference slides) and try again. Most of our presentations are launched in a browser pop-up so you need to make sure that any pop-up blockers that you have on your computer are switched off. If you are unsure how to do this try pressing the “Ctrl” key on your keypad whilst – i.e. at the same time as – you click on the registration or submit button.
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You are inside the Webcast player console and the slides are not advancing or are out of synch with the audio - i.e. the slides do not seem to be changing at the right time
It could be that for the event in question that there is just one single holding slide or that the speaker has not yet started to push through his presentation. If you have dialed into the audio telephone conference call and seem to be receiving the slide changes late compared to the speaker speech then try closing down the player console and re-joining selecting the conference call option in order to re-join the Web presentation. If you are sure that you are not receiving the slides that the speaker is referring to and that you have joined the correct participant option then try the following. To get the slides working again, you can either try to clear your browsers cache (click here to view how) or you can try to re-fresh / re-launch the presentation console (click here to view how).
You have chosen Real Player or Windows Media to listen / view the Webcast presentation and are experiencing problems receiving the audio and or video
The first thing to be sure of is that you do have installed on your computer the media player plugin in question. More often than not you will have the Windows Media player installed, as this is now standard with all recent computers that run on Microsoft Windows software. So close down the player console and try re-joining making sure to select the Windows Media option. If you are sure that you do have the correct player plugins installed, if you have already listened or watched live streaming Webcasts before then this is more than likely the case, then there could be a number of reasons for the streaming audio/video problems.
Please view the following help sections; Network congestion - if you media player continuously freezes or rebuffers. Low audio – if you can not hear what your media player is playing or if the audio is very low. Your media player is corrupt – if your media is installed incorrectly. You can also click here to do our systems test or view the Minimum requirements section here.
The webcast link says that the “event is not currently available”
There may be several reasons for this, including that the event has not yet started or that the archived event have expired.
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The download presentation is not working
A simple reason for this could be that the download presentation functionality has been disabled, this is done when the presenters do not wish to let participants download copies of the slides. If this is the case you’ll need to contact the hosting organization of the event directly. Also note that the slides pdf file can be quite heavy and take a while to download especially if your Internet connection is not that fast, so please make sure that you wait a few minutes. Lastly you will need Adobe Acrobat to view the downloaded presentation.
Click here to install.
If the above steps have not helped you resolve your problem or if you require further assistance, try browsing through our complete GES Help/FAQ pages or click here and fill out our technical help request form.
