For viewing webinars we recommend viewing through a hard wired internet connection, as wireless connections can be prone to more frequent disruptions in the delivery of the feed. 


To determine a solution for the frozen screen, is the chat window on the left or right side of the screen?


On the left...

Please try refreshing your browsers by selecting F5 on a PC keyboard or selecting Command R on a Mac. 


If that doesn't work, enter a message in the chat window or email help@commpartners.com for alternative audio options.

 

On the right...Please try refreshing your browsers by selecting F5 on a PC keyboard or selecting Command R on a Mac.

If refreshing does not correct the problem, please find the "Support Tab" in the meeting platform. Then click on the button titled "Secondary Feed". This will activate a secondary stream.

If that doesn't work, enter a message in the chat window or email help@commpartners.com for alternative audio options.


Choppy video, sound, or the webinar not loading is often a symptom of not having enough steady internet bandwidth. This is not something we can fix on our end. This issue is either due to an issue with the internet itself or the internet connection where you are located. But, here are a few suggestions:


1. If you are using a VPN or Remote desktop, drop those and try a direct connection to the internet

2. If you are using WiFi, switch to a hard-wired Ethernet connection. WiFi bandwidth may not be enough or stable.

3. If on an Ethernet connection, shut down all other browser windows or other programs like Zoom or email that use the internet to conserve bandwidth.

4. If several people located in the same office are all watching a webcast/webinar from their own computers, try to all watch from one computer. In this scenario, each person’s computer is trying to consume the same internet connection. Think of it as sharing a pie. The more users you have the smaller your pie piece will be. If possible, ask coworkers to refrain from using the internet like Pandora or YouTube to conserve bandwidth 

5. If you are in your office, contact your IT department to see if they can give you more bandwidth.