This article provides information for hosts and speakers to fault find any issues they may encounter when hosting webinars. This is not exhaustive but outlines key items to check when conducting onboarding with your Webinar speakers and other participants.

There are no special requirements to use Hapony, however each attendee will have a slightly different technical set-up with their laptop/desktop, camera mic and internal configuration. This simple guide is designed to isolate and resolve any potential technical issues. For the fastest successful resolution of any issues communicate the following via email or private message (depending on your event support scenario).

For the best experience, please ensure that you:

• Connect using the latest version of Chrome, Firefox or other Chromium browser

• Join using a desktop or laptop, mobile is also fine, however this may not be the best viewing experience if there are slides to follow.

• Close other open browser tabs and video conferencing applications, this can slow your machine down and effect connection quality

• Check users email, are they registered, is their email correct, have they spelt it incorrectly?

• Check VPN: Are you using a VPN to connect to the Internet? If so are you able to connect without your VPN?

• Check network: Is there another WiFi network you can connect to? It may be the network you are using has security in place which is effecting your connection.

• Bypass network: Are you able to connect via a 4G hotspot or tether off of your phone? If the platform is blocked it may be because of your WiFi or work network, using your phone will bypass this.

• Check browser: For the best experience we recommend using Google Chrome. Can you also try Firefox or Edge - this will help identify if it is a browser issue.

• Check device: Can you connect to the platform using a personal laptop device or your phone or iPad. Sometimes company laptops have security installed which blocks certain websites and software.

• Check applications: Do you have any other video conferencing Apps open? If so please close them and restart your browser. Other video conferencing Apps running may be stopping Cloudpresenter from connecting.

• Your Chrome browser must be given permission to access the PC’s Camera and Microphone, please check that Cloudpresenter has permission (this means allow the following - cloudpresenter.com). Follow these instructions.

• Do you use the web camera that is built into your laptop/PC or an external web camera that you plug into a USB port? Sometimes an external camera may need restarting, and your laptop restarting if it is not being recognised.

• Are you using a USB hub to connect a camera or microphone? If so can you try connecting direct to your PC without the hub?

• Does your web camera work problem free on Google Meet and/or Zoom, Teams?

• Can you see if you still have the same issue?

• If problems persist please try logging out and back in again.

• More troubleshooting tips are availabel on our Cloudpresenter site here.

• Do you use the microphone for sound that is built into your laptop/PC or an external USB microphone that you plug into a USB port? Sometimes an external microphone may need restarting, and your laptop restarting if it is not being recognised by the platform.

• Bluetooth earphones will work but are not recommended, they can be intermittent or run out of charge on longer events. Please can you try connecting using a hard wired headset or using your laptop microphone and speaker.

If you are still facing problems get in touch with our team through live chat - we'll be happy to help!