Event Help Guide > FAQs
Frequently asked questions


The Audience URL in the confirmation email doesn't work.
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://event.on24.com/cli
    ents/help
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I am prompted to register again even if I already registered for the event
If you have already registered for the event, you can enter your e-mail address in the registered users area of the registration page to access the event, if applicable.

Please note that 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.


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I keep receiving an error message stating that the form is missing information or I am entering an invalid e-mail address when I register.
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.

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Can I access the event from a different computer than the one I registered from?
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.

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I am asked for a password when I try to view the event
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 a 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.


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I can't get back to the registration page!
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.

To delete the cookies, complete the following steps:

  1. Run Internet Explorer
  2. Click on "Tools" on the menu at the top
  3. Click on "Internet Options"
  4. Click on the "Delete Cookies"
  5. Click Ok when a popup window appears asking you to continue to delete cookies
  6. Click Ok
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Pressing the "Launch Presentation" button doesn't do anything
If you have a pop-up blocking software installed and it is active, it may be blocking the presentation console from opening. You many need to temporarily disable the pop-up blocking software in order to participate in the event.

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I received a message that the event is not currently available.
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.
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I receive an "HTTP not found" error message.
• 128-bit Encryption is required for your operating system and browser.

• To determine if your browser has 128-bit encryption, go to the "Help" feature at the top of the browser window then, click on the "About" selection from the drop-down menu. The parameter you need to verify is titled "Cipher Strength" for Internet Explorer.

• If you are using a Windows 2000 operating system and your browser indicates that you do not have 128-bit encryption, you will need to install Service Pack 2 (SP2). SP2 can be downloaded for free from the following URL. http://www.microsoft.com/windows2000/downloads/servicepacks/sp2/default.asp


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The sound works continuously, but the video freezes.
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.
Please refer to FAQ "The media player automatically stops or it continually stops and rebuffers" for reference on network congestion.

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The media player automatically stops or it continually stops and rebuffers
Network congestion can occur at any time due to the following problems:
• If you are connecting to the Internet through a modem.
• You are trying to access an event during peak Internet traffic hours.
• If you are connecting to the Internet from outside Northern America.
• 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 amount 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 amount 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.

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I can't hear anything (or the sound is very faint)

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:

  1. Click Start, Settings, and thenControl Panel.
  2. Double-click on the Multimedia Icon.
  3. On the audio tab, turn up the volume.
If it is grayed out, this is indication that the system is not configured for sound. If you have turned up the volume on both your speakers and system, then try turning up the volume on the Windows Media Player.
  1. Open the Windows Media Player and look for the speaker icon.
    Next to the speaker icon is a slide bar for volume control.
  2. Or right click anywhere on the Windows Media Player and look for volume in the list.
  3. If you are viewing a 'video' event, right click on the video and you will get the tool bar for volume.
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I can access the event, but I cannot view the slides or the slides are not flipping.
Try refreshing the presentation by either hitting F5 on your keyboard or closing out and relaunching the presentation.

If you are viewing a non-streaming version of an event or webconference, you may need to download the latest Java Virtual Machine. Go to http://java.com/en/index.jsp to download the latest Java Virtual Machine.

If you have joined a 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.


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My computer crashes when I try to access the event
• Verify that your settings meet the minimum event requirements.
• Try clearing your browser's cache and restart the event.

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I can see the video but I can't hear anything (or the sound is very faint or choppy)
Please see FAQ "I can't hear anything" above.

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I can't see the test video.
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.

If you see a broken puzzle piece, then Windows Media Player may not be properly installed. Click the link to download Windows Media Player and reinstall it. If you are using Netscape, make sure you run the installer application mpfull.exe. If you are within a corporate firewall/proxy server, Windows Media Player may not be using the correct proxy server settings. Symptoms may include messages that read, Could not locate server: xxxxxx or cannot open: xxxxxx. To fix these settings automatically, try re-installing Windows Media Player. Or, you may fix these settings manually, as follows:

When using Windows Media Player 7.1 or 9, complete the following steps:

  1. Open the Windows Media Player
  2. Click on the Tools menu and choose Options
  3. Click on the Network tab. Verify that HTTP has a check next to it.
  4. Click on the Configure button under Proxy Settings area
  5. You should have a window with Configure Protocol settings. Select the option labeled Use browser proxy setting.
  6. Click OK
When using Windows Media Player 6.4, complete the following steps:
  1. Open the Windows Media Player
  2. Click on the View menu and choose Options
  3. Click on the Advance tab
  4. Select the Streaming Media and click the Change button
  5. You should have a window with Advance playback settings. Verify that HTTP has a check next to it and select the option labeled Use browser proxy setting.
  6. Click OK
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I can see the test video but I can't see the event video.
This may be related to incorrect proxy settings in the Windows media player. Please see FAQ "I can't see the test video" above. Or you may not have permission to access live streams.

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The video is choppy
Video may be received in a choppy format due to network congestion. Please refer to FAQ "The media player automatically stops or it continually stops and rebuffers" for reference on network congestion.

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