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Troubleshooting guide for webinars
A guide to any audio, video or connection problems you may have.
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I’m having trouble joining

  1. Find the email invitation for the webinar that we sent you and click on the join link provided
  2. Choose your browser. When prompted, select continue on this browser. This allows you to join the webinar without needing to download the Teams app
  3. Enter your name. If you're not signed into a Teams account, you'll be asked to enter your name. This is how you'll appear to other attendees.
  4. Click Join Now to enter the webinar. You might need to wait in the lobby until the organiser admits you.

  1. Download the Teams app from the App Store or Google Play
  2. Find the email invitation for the webinar that we sent you and click on the join link provided
  3. Join the webinar:  
    • If you have the Teams app installed, the link will open the app automatically. You might need to sign in if you aren't already. 
    • Click the Join now button to enter the webinar. You might need to wait in the lobby until the host admits you.

If you're having trouble downloading a Teams webinar confirmation email, here are some steps you can try:

  • Check your email setting. Ensure that your email settings allow for downloading attachments. Some email providers have security settings that might block certain download
  • Check your spam or junk folder.  

If you do not receive your webinar confirmation email, please call us on 1300 650 873.

If you're unable to join a Teams webinar, it could be due to a popup blocker, here are some steps to disable it: 


For Google Chrome:

  • Open Chrome settings: Click the three dots in the upper-right corner and select Settings
  • Go to Privacy and security in the left-hand menu.
  • Click on Site settings
  • Scroll down to Content and click on Pop-ups and redirects
  • Allow pop-ups. Add the Teams URL to the Allowed to send pop-ups and use redirects section.

 

For Microsoft Edge:

  • Open Edge settings: Click the three dots in the upper-right corner and select Settings
  • Go to Privacy, search, and services in the left-hand menu
  • Click on Site permissions
  • Scroll down and click on Pop-ups and redirects
  • Allow pop-ups: Add the Teams URL to the Allow section.

 

For Firefox:

  • Open Firefox settings: Click the three lines in the upper-right corner and select Settings
  • Go to Privacy & Security in the left-hand menu
  • Scroll down to the Permissions section
  • Uncheck the Block pop-up windows box or add the Teams URL to the exceptions.

I’ve joined, but still having trouble

  • If you’re using a company laptop, computer or mobile device, your company may require a user ID and password to access the internet. Please try using a personal device
  • Check you’re using the right link from the email we sent you
  • Clear browser cache. If you're accessing the webinar through a web browser, try clearing your browser's cache and cookies. Sometimes, old data can cause issues with accessing links
  • Try switching browsers (e.g., from Chrome to Edge or Firefox) to see if the issue persists
  • Sign out and in again. If you're logged into Teams, try signing out and then signing back in. This can refresh your session and resolve any temporary glitches
  • Try accessing the link in an incognito browser window.

  • You may be able to move through the slides yourself with the arrows location at the bottom of the slide image.  This can assist you to move through the presentation with the presenter.  
  • Clear browser cache and cookies.