It can happen that your guest gets stuck somewhere in the process of joining the meeting.

Now it can be something very simple, such as giving access to allow the use of the camera or microphone, but sometimes it is also a bit more complicated. To ensure that the guest can enter the meeting without too much trouble, there is the skip media check or audio by phone option.

When can the guest get stuck?

The guest can get stuck in the following three scenarios when entering the meeting:

  1. The guest does not have a camera and / or microphone
  2. The guest has or cannot allow access to his camera or microphone
  3. The guest cannot successfully complete the media check
  4. The guest enters the conversation via Internet Explorer

Always check if the guest enters the meeting via the right browser, Google Chrome, Safari +11 or Firefox.

Tip: the chat window becomes active as soon as the guest has entered the access code. So you can immediately chat with the guest when they have joined the meeting via a laptop or desktop.

What can the guest or advisor do when:

1. The guest does not have a camera

If the guest already knows in advance that he does not have a camera, the guest can choose the 'no, voice only' option after entering the access code. The guest can then enter the meeting without any problems. No further action is required from the consultant.

If the guest has clicked on 'proceed', the guest will see the following message:

The guest can then click on the 'skip media check' to still enter the meeting without a camera. Our system will always ask for confirmation of this choice. No action from the advisor is then required.

2. The customer does not have a microphone (and camera)

As an advisor, choose the 'audio by phone' option. Both the guest and advisor will see the following message. As soon as you both have dialed in, the audio will go through the telephone and only the camera stream or the shared screen will be shared with the guest.

3. The guest cannot allow access to his camera and / or microphone

The guest will see the message 'we cannot see or hear you'.
As an advisor, choose the 'audio by phone' option. As soon as you both have dialed in, the audio will go through the telephone and only the camera stream or the shared screen will be shared with the guest.

4. The guest is stuck in the media check

As an advisor, ask if the guest wants to check the following:

  1. Are the correct devices selected in the dropdown menu in the media control.
  2. In the case of external devices, check whether the cables are connected properly.
  3. Is the microphone input volume fully open in the sound setting?
  4. Turn on the computer sound.

If the above does not help and:

1. The guest gets stuck on the webcam.
Then it is best for the guest to choose the 'skip media check' option

2. The guest is stuck on the microphone.
Then choose the 'audio by phone' option as an advisor.

3. The guest gets stuck on sound.
Then choose the 'audio by phone' option as an advisor.

If a guest enters the meeting by means of 'skip media check', our system will always give a notification, as below.

5. The guest enters the meeting via an Internet Explorer browser

When the guest enters the meeting via Internet Explorer, the guest will see the following message:

As an advisor you can also see in the chat window that the guest entered the meeting via an Internet Explorer browser.

Ask as an advisor via the chat window or by telephone if the customer can enter the meeting via another browser such as Google Chrome, Safari 11+ or Firefox. If the guest only has an Internet Explorer browser on his laptop or desktop, you can choose between the two options below:

  1. Choose 'audio by phone'
  2. Ask if the guest can enter the conversation via a tablet or smartphone

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