The top 8 most frequent issues during meetings are:

  1. The guest has lost/never received the confirmation email of the meeting
  2. The guest doesn't have a camera/microphone/speakers
  3. The guest doesn't have google chrome
  4. The guest sees the "we can't see or hear you" message
  5. The guest gets stuck in the media check
  6. You don't have video or audio while you both successfully entered the meeting
  7. The sound drops during the meeting
  8. You're experiencing a bad internet connection

1. The guest has lost/never received the confirmation email of the meeting

Please make sure your guest always checks his spam folder first. Sometimes the email can be marked as spam. If the guest still can't find the email there are two options to make sure your guest is still able to join your meeting. 

  • Enter the meeting via 'meeting overview' and click on 'invite guest' and re-enter the email of your guest. Do make sure to double check the spelling!
  • Manually send over the link and access code to your guest. The link for most instances would look like: [instance name].24sessions.com/join. The access code can be found in your meeting overview. 

Does this URL not apply for you? Look at your URL when you are in your 24sessions environment. Just replace everything behind the / with 'join'. For example: videogesprek.rabobank.nl/join

2. The guest doesn't have a camera/microphone/speakers

The guest doesn't have a camera:

If the guest doesn't have a camera they can simply choose to enter the meeting with 'no, voice only' to successfully enter the meeting.

If they already choose to 'proceed' they will see the following message:

The guest can simply use the 'skip media check' to enter the meeting without a camera

The guest doesn't have a microphone or speakers:If the guest doesn't have a microphone they will see the following message:

You as an advisor should then use the 'audio by phone' option. 

If the guest doesn't have any speakers they can simply plug-in any earphones they might have. If they also don't have any earphones available you as an advisor should use the  'audio by phone' option.

3. The guest doesn't have google chrome

Ask if the guest if they can join the meeting via:

  •  A safari 11+ browser
  • A firefox browser. 
  • Or a tablet or smartphone. They can simply click on the same link as they would for laptop

Please note: that video meetings on an IOS device are only supported on safari. For Android they can join via a chrome app.

4. The guest sees the "we can't see or hear you" message

1. Check if they allowed the use of their camera/microphone.

The guest can simply check this by clicking on either:
 1. The lock icon in the address bar

2. The camera icon in the address bar

Tip: refresh the page after permission was given to use the camera/microphone 

2. The use of the camera/microphone is allowed.Please use the 'audio by phone' option as an advisor

5. The guest gets stuck in the media check

1. 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 check.
  2. In the case of external devices, check whether the cables are connected properly.
  3. Is the microphone input volume fully open at the sound settings?
  4. Check the volume of the computer sound.

2. If the above does not help and:

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

2. The guest gets 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.

6. You don't have video or audio while you both succesfully entered the meeting

  1. Please check if the guest joined the meeting via:
  • A google chrome browser
  • A safari 11+ browser
  • A firefox browser. 
  • Or a tablet or smartphone. (video meetings on an IOS device are only supported on safari. For Android they can join via a chrome app.)

If the guest joins via an other device or browser than mentioned above we unfortunately cannot guarantee a successful connection.

2. Check if the guest joined the meeting via a secure wifi network 

If the guest joins via a secure wifi network, for example company network, it may happen that due to company restrictions videomeetings with 24sessions are not allowed. 

If this is the case please ask if the guest is able to join via a guest network or hotspot.

3. Step 1 and 2 did not resolve the issue?

Use the 'audio by phone' option as an advisor to continue the meeting.

7. The sound drops during the meeting

Please try to refresh the meeting via the blue button at the bottom of the page.Make sure both you and the guest refresh the meeting. This should solve the problem in most cases

If this doesn't help, choose for the 'audio by phone' option as an advisor to continue the meeting.

8. You're experiencing a bad internet connection

Please try to refresh the meeting via the blue button at the bottom of the page.Make sure both you and the guest refresh the meeting. This should solve the problem in most cases

If this doesn't help, choose for the 'audio by phone' option as an advisor to continue the meeting.

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