Meetingroom 2.0

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 ways of re-inviting the guest.

  1. You can enter the meeting room from your meeting overview and then add another guest (by clicking on 'add guest' on the right side). This guest will receive the same invitation email your first guest received. Make sure that you do not end this meeting with the red button, because then you end the entire meeting. You can just click it away in the browser.
  2. You can also send the accesscode of the meeting (which you can find in the meeting overview) and the URL where the customer can login to your guest. The URL would look something like: (yourinstance).24sessions.com/join. In this case you only need to communicate te correct time and date to your second guest!

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

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 advisor.

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.

The guest does not have a microphone or speakers

As an advisor, choose the 'audio by phone' option. Both the guest and adviser 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 customer.

It is also possible to advise the guest to opt for the 'skip media check' option. The guest then enters the meeting without a microphone and speakers, but they can still see the advisor, and you can then contact the guest by telephone.

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

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 successfully 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.

Meetingroom 3.0

The top 7 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 gets stuck in the media check
  5. You don't have video or audio while you both successfully entered the meeting
  6. The sound drops during the meeting
  7. 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 ways of re-inviting the guest. Enter the meeting and click on the 'add guest' button:

  1. You can invite the guest by email. Enter the guest's name and email address. The guest will then receive a personal email confirmation with a link to enter the meeting.
  2. You can also share the link directly with the guest. Click on 'copy link' and all you have to do is share the date and time with the guest.

It is important not to end the meeting with the red button but with the cross in the tab! Otherwise you won't be able to enter the meeting the next time.

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 camera' to successfully enter the meeting.

The guest doesn't have a microphone or speakers:

If the guest doesn't have a microphone or speakers they can simply enter the meeting without microphone or speakers. Once in the meeting they can dial-in to establish an audio connection

Tip: If the guest doesn't have any speakers they can simply plug-in any earphones they might have.

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 gets stuck in the media check

If a guest gets stuck in the media check, it's because one of the devices failed.

There are two simple solutions for the guest to enter the meeting anyway.

1. Enter the meeting with the failed camera/microphone/speakers.

When entering without a microphone or speakers, use the dial-in option to establish an audio connection.

2. Try to troubleshoot the problem.

If a device is failed an automatic troubleshoot will appear in the chat. The guest has to simply follow the steps that are shown to him. You as an advisor can follow the suggested troubleshoot options and the replies the guest gives. This way you can follow the troubleshoot in real-time.

5. You don't have video or audio while you both successfully 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?

Ask if the guest can join via a different device or ask the guest to dial-in

6. The sound drops during the meeting

Please try to refresh the meeting via the arrow 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 to dial-in to continue the meeting.

7. You're experiencing a bad internet connection

Please try to refresh the meeting via the arrow 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 to dial-in to continue the meeting.

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