The steps below address and resolve the most common conference issues.

 

1. Verify the Moderator

  • Log into the Admin UI
  • Go to Marketing > Conferences
  • Open the relevant conference
  • Review the listed Moderator
  • Ensure that the conference moderator is logged in to the Client UI with the same account

 

2. Confirm the Correct URL

  • Go to Marketing > Conferences in the Admin UI
  • Open the relevant conference
  • Copy the URL link in the Overview tab
  • Verify that the participant is using the correct conference URL
  • Watch for common issues such as typos, outdated bookmarks, or incorrect (sub)domains

 

3. Check Device Capabilities

The device used to join the conference must have hardware that supports audio and video, such as:

  • A built-in microphone, speaker, and camera

      or

  • An external two-way audio device and camera (for example, a headset and webcam)

 

4. Check the Web Browser/Operating System

  • Ask which browser version the participant is using
  • Confirm the browser is fully up to date
  • Confirm the operating system version is supported and up to date
  • Try accessing the conference using a different, up-to-date browser (e.g. Chrome, Firefox, Safari, Edge) or device

 

5. Check Security Permissions

  • Verify audio, camera, and screen sharing are allowed for the conference site (typically via the icon next to the browser address bar)
  • Confirm full browser security settings do not have these permissions globally disabled
  • Check operating system security/privacy settings to ensure the browser can access audio/video devices and screen sharing

Note: On managed devices, browser audio/video/screen sharing may need to enabled by an IT administrator.

 

6. Disable Browser Extensions, Plugins or Competing Apps

Browser extensions (such as ad blockers or privacy tools) or other applications that use audio/video (such as Zoom, Teams or Slack) can interfere with conference access.

  • Check if another application is currently using the audio/video device (an icon will be visible in most operating system menu bars)
  • Close the application and re-open the conference
  • Check if plugins or extensions are installed
  • Use a private/incognito window or another browser with no extensions enabled to test if this is the issue
  • Temporarily disable all extensions

 

7. Check Internet Connection Stability

Weak or unstable WI-FI, mobile data interruptions, or network congestion can cause issues.

  • Confirm the participant’s internet connection is stable
  • Switch to a more stable network
  • Restart the router or modem

 

8. Check Device Management Restrictions

Some corporate or managed devices restrict internet access or video streaming. You may need to contact the participant’s IT department.

  • Ask if the device is managed by an IT department
  • Check whether any network or streaming restrictions are in place
  • Try accessing the conference from a personal or unmanaged device

 

9. Check for VPNs, Proxies, or Network Filters

Though unlikely, VPNs, proxies, or metered connections can interfere with conference access, audio/video streaming and screensharing.

Ask whether the participant is using:

  • A VPN
  • A proxy server
  • Network filtering or metering tools

If enabled:

  • Disable VPN/proxy/filtering
  • Reload the conference and test again

 

10. Verify Regional Internet Restrictions

In some countries or regions, access may be regulated or restricted.

  • Confirm the client’s current location
  • Determine whether local restrictions may impact access
  • Test whether VPN access resolves the issue

In certain regions, conference functionality may not be possible.

 

 Did this resolve your query? Contact support@mediafellows.com for further help.