Why can't my attendee join the session chat?

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Try the solutions below if an attendee is having trouble connecting to the chat for a session on the Attendee Website.
 

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 Chat in the engagement panel on the right, then Join chat.
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Disconnect from VPN
If an attendee is connected to their organization's VPN, their access to some website features 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 chat error.

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Check our Status Site for product outages
Although it's rare, occasionally we experience downtime where some Cvent solutions are inaccessible for a short period of time.

1 Open status.cvent.com in your browser.
2 Using the tabs at the top of the table, select the datacenter your account is hosted in, then scroll down to the Virtual Attendee Hub section.
3 Consult the status of the Virtual Attendee Hub Web feature. A User-added image symbol indicates that the feature is fully operational. A User-added image symbol indicates degraded performance. A User-added image or User-added image symbol indicates that there is a partial or full outage. Click on the symbol for more details.
4 If the chat feature has an outage or is experiencing degraded performance, let the attendee know and ask them to wait until it's fully operational.
5 Direct the attendee to try joining the session chat again.

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Get the chat domain whitelisted
If an attendee is unable to disconnect from their organization's VPN or their access to the Attendee Website is restricted by a firewall, they'll need to work with their IT department to get full access.

1 Send the following session chat domain to the attendee: *.stream-io-api.com.
2 Tell the attendee to share the chat domain with their IT department and ask them to whitelist the domain.

 

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