Why isn't my attendee's session video working?

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Try the solutions below if an attendee is having trouble viewing the video content for a virtual session.

Refresh the page
Sometimes it's as simple as refreshing the page and trying again.

1 Make sure the attendee is on the relevant session page within the Attendee Website.
2 Direct them to click the Refresh icon in their browser or, on a Windows device, press Ctrl + F5 on their keyboard. On a Mac device, direct them to press ⌘ Command + ⇧ Shift + R on their keyboard.
3 Have the attendee click Join session.
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Log out and log back in
Starting with a fresh login to the Attendee Website may help correct the issue.

1 Direct the attendee to copy the URL for the virtual session page and set it aside for now.
2 In the top right of the Attendee Website, tell them to click the circle with their initials or profile picture, then Log out.
Ask the attendee to close out all browser windows.
Direct the attendee to open a new browser window, paste the link to the virtual session page from Step 1 into the address bar, and click Enter.
Tell the attendee to follow the prompts to log in to the Attendee Website.
6 The session page opens by default. Have the attendee click Join session.

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Reduce the video quality
If an attendee's video is buffering or freezing, they may need to adjust the quality.

1 Direct the attendee to move their mouse cursor onto the video player screen. This will open the video toolbar.
Tell the attendee to hover over the gear icon in the bottom right, and click Auto from the menu.

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Check the bandwidth
In order for attendees to view session videos, their internet speed should be at least 10 Mbps.
 

1 Ask the attendee to test their internet speed. There are plenty of other sites they can use to test their connection.
2 If their internet speed is not at least 10 Mbps, advise them to plug their computer directly into the router using an Ethernet cable.
3 If that's not possible, advise the attendee to move as close as they can to the router.
Have the attendee repeat the steps they took prior to receiving the video error.

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Try a different browser
If an attendee is still experiencing issues viewing a video, an outdated or unsupported browser could be the culprit.

1 Direct the attendee to open a different browser on their computer.
Tell the attendee to log in to the Attendee Website in the new browser window.
Have the attendee repeat the steps they took prior to receiving the video error.

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Disconnect from VPN
If an attendee is connected to their organization's VPN, their access to some websites may be limited.

1 Direct the attendee to disconnect from their organization's VPN. If the attendee's organization doesn't allow them to disconnect from VPN, proceed to the next solution.
2 Ask them to open a new browser window.
3 Tell the attendee to log in to the Attendee Website in the new browser window.
Have the attendee repeat the steps they took prior to receiving the video error.

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Get the video domains whitelisted
If an attendee is unable to disconnect from their organization's VPN and their access to the Attendee Website is restricted, they'll need to work with their IT department to get full access.

1 Send the Cvent Video Player domains to the attendee.
2 Tell the attendee to send the list to their IT department and ask them to whitelist the domains.

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