Introduction:

"It’s almost expected these days that there will be times when meetings and events are remote" - Out of Sight, Top of Mind: 6 Tips for Remote Meeting and Event Planners, CVENT

Thanks to technology advances, companies can run now almost any type of event, virtually.

Running a virtual conference is no exception. 

Not only are virtual conferences great for reaching a wider audience (think worldwide!), they also cost less than traditional conferences, they can be more interactive and inclusive, and they're better for the environment as the conference attendees don't need to travel, the conference planners don't need to travel, and the conference speakers and hosts don't need to travel.

This is why 87% of executives are ready to go virtual and take their conferences online. 

However, despite the obvious benefits, there are some minor pitfalls to running a virtual conference. 

Alongside the usual problems that traditional conferences bring, such as "I want a refund", "I've lost my ticket" "I've missed a presentation" etc... virtual conference organizers also face technical problems such as audio, video, connection or network problems. These issues can be catastrophic to the success of a virtual event and can be difficult to resolve if you're working remotely, without support from IT experts. 

This is why Process Street has created this process for troubleshooting virtual conference issues checklist.

This checklist has been designed to help you, as a virtual conference planner, resolve the issues you face, during your conference, as quickly as possible.

We've added a set of common technical issues that you and your virtual conference attendees, hosts, and speakers could encounter during one of your virtual conferences. 

For each issue, there is a set of sub-tasks that you can run-through with the person who is having the issue until you resolve the problem. If the problem proves to be unresolvable, then this process also gives you the option to escalate issues to support team members such as an IT technician or a customer support representative. 

What's great about this process for troubleshooting virtual conference issues checklist is that it is ever-evolving. You can keep adding to this checklist with issues and solutions that you encounter during your virtual conferences, so you can benefit from the knowledge at your next conference.

Read this article to see how you can add more fields to this template and keep adding to your troubleshooting process. 

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Complete checklist details

Enter the checklist details by filling out the below fields.

This will allow the conference planning team, or internal stakeholders, to pick up this process and know who to contact if they have any questions. 

Confirm support team details

Confirm who you can contact if you run into problems during your conference in the fields below.  

Establishing the Issue:

Establish what type of issue you're facing

Select, from the drop-down below, what type of issue you are facing. 

Attendee Issues:

Confirm what's happening

Confirm what problem the attendee is having: 

Speaker & Host Issues:

Confirm what's happening

Confirm what problem the speaker or host is having: 

Audio or Visual Issues:

Confirm what's happening

Confirm what the problem is with the audio or visuals

Solving the Issue:

1. Solve connection issues - Level 1

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list: 

  • 1
    Ask them to make sure that the Ethernet cable isn’t too long (only applicable if using a wired connection)
  • 2
    Ask them to complete a free speed test using speedtest.com to confirm their upload and download speeds
  • 3
    Ask them to confirm the bandwidth
  • 4
    Confirm with the IT support that this bandwidth is available

2. Solve audio/visual issues - Level 1

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Make they’re using a device with noise-canceling technology
  • 2
    Ask them to check for loose wires
  • 3
    Ask people to use a headset
  • 4
    Ask everyone to go on mute except the person speaking (make sure everyone knows how to mute and unmute their own line)

3. Solve audio/visual issues - Level 2

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Ask the person to use a headset and microphone
  • 2
    Ask them to get closer to the microphone and speak clearly

4. Solve audio/ visual issues - Level 3

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Make sure their speakers are set up correctly
  • 2
    If they’re wearing a headset, make sure their system audio is configured to use it
  • 3
    Ask them to turn up the volume on their computer
  • 4
    Ask them to try plugging their headset into a different USB port
  • 5
    Ask them to reboot their computer to get it to recognize your headset speakers correctly

5. Solve speaker/host issues - Level 1

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Make sure their microphone is turned on correctly
  • 2
    Make sure the software can access it - there might be something else on their computer that’s interfering
  • 3
    Ask them to check the sound settings to make sure the software is using their microphone
  • 4
    Ask them to reboot their computer to get it to recognize your headset speakers correctly

6. Solve connection issues - Level 2

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Ask them to stop any big uploads in progress
  • 2
    Ask them to switch to a telephone that doesn't use the internet for dialing

7. Solve audio/visual issues - Level 4

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Ask them to access the microphone and camera settings. The browser may need permission to use the microphone and camera, and they may have missed the pop-up. They'll find these settings in the URL bar of their browser

8. Solve attendee issues - Level 1

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Ask them to configure their SIP client *

* They need to make sure the "Send Inband DTMF" setting is turned off. This ensures that the numbers they enter for their conference ID sound correct to the conference line. Send them this article if they're struggling with this.

9. Solve attendee issues - Level 2

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Confirm that the conference is being recorded
  • 2
    Give them details about where and when they can view it

10. Solve speaker/host issues - Level 2

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Ask them to check their microphone settings
  • 2
    Ask them to check the audio settings within the platform you’re using

11. Solve attendee issues - Level 3

To resolve these issues, run through the following list with the person experiencing the problem and confirm if the issue has been resolved at the end of the list:

  • 1
    Tell them you will put them in touch with the customer service department who will handle this

Contact IT Support:

Contact {{form.IT_support_name}} for assistance. 
E: {{form.IT_support_email_address}}
T: {{form.IT_support_contact_number}}

Include as much detail about the issue as possible. 

Contact Marketing:

Contact {{form.Marketing_contact}} for assistance. 
E: {{form.Marketing_contact_email_address}}
T: {{form.Marketing_contact_number}}

Include as much detail about the issue as possible. 

Contact Customer Service:

Contact {{form.Customer_service_representative}} for assistance. 
E: {{form.Customer_service_representative_email_address}}
T: {{form.Customer_service_representative_contact_number}}

Include as much detail about the issue as possible. 

Read Helpful Resources for Troubleshooting:

If you and your team are struggling to find solutions to certain issues or you feel you'd like to be more prepared, here are some handy tools and articles that you might want to look at: 

Tools

SpeedTest (shows upstream and downstream bandwidth)

Dotcom-Monitor (a free, multiple location ping test)

Guides 

8 Most Common Audio Conferencing Problems

Diagnosing Calling Problems

Troubleshooting Audio Video Conferencing Guide 

Sources:

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