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General Troubleshooting

Here are some general troubleshooting tips while attending ZapConnect.

Browsers

First, make sure that your device and browser work with ZapConnect’s event platform. Check out the specifications below.

Windows 8.1 or 10 | 32-bit and 64-bit

  • Google Chrome (latest version)—recommended
  • Mozilla Firefox (latest version)
  • Microsoft Edge (latest version)

macOS X 10.11 and later

  • Google Chrome (latest version)—recommended
  • Safari 10 or later
  • Mozilla Firefox (latest version)

Android OS 4.0 or later

  • Google Chrome (latest version)—recommended
  • Tablet and phone devices are supported
  • Some features are not available on devices without Bluetooth, telephony, or Wi-Fi
  • Kindle Fire tablets are currently not supported

iOS 10.0 and later

  • Safari (latest version)—recommended
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
  • Tablet and phone devices are supported

*You can use the Accelevents System Check to confirm Javascript, browser compatibility, and all pop-up blockers are off.

Sessions

If you're having trouble joining ZapConnect or seeing the sessions, please follow these troubleshooting tips.

1. Clear your history and cache

This will fix problems like loading or formatting issues on web pages. Clearing your history and cache will also help your device load and run faster online.

We recommend this step if the page isn't loading or you're not seeing content playing on the event platform.


1. Click the three-dot menu on the upper right corner of your Chrome browser

2. Select "Settings"

3. Click "Security and Privacy"

4. Click "Clear browsing data"

5. Choose a time range in the pop up. Select either "All time" or, at minimum, select "last 7 days."

6. Check the boxes for the following:

  • Browsing history
  • Cookies and other site data
  • Cached images and files

7. Click "Clear data"

clear cache

2. Use Incognito mode

There is a separate and private web browsing mode in Chrome called Incognito. Safari and Firefox both offer a version as well called Private Browsing.

In Incognito, none of your browsing history, cookies, site data, or info entered into forms are saved on your device. Websites see you as a new user and won't know who you are.

Accessing an Incognito window provides a quick way to get around stored cookies and cache that might affect your experience within the virtual event platform. If you're having trouble logging into the platform, please follow these steps:

  1. Click the three-dot menu on the upper right corner of your Chrome browser
  2. Select "New Incognito Window"
  3. This will open a new window where you can try to reaccess the event.
Incognito mode

3. Enable pop-ups and redirects

When in the event platform, you may get pop-up notifications about upcoming sessions and other announcements. Please allow those pop-ups to show when accessing the virtual platform. We recommend these steps if you think you aren't getting notifications during the event:

  1. Click the three-dot menu on the upper right corner of your Chrome browser
  2. Select "Settings"
  3. Click "Site Settings"
  4. Under "Content," click "Pop-ups and redirects"
  5. Select "Sites can send pop-ups and use redirects"
  6. Remove www.accelevents.com from the "Not Allowed" list and move it to the "Allowed" list.
Enable Pop-ups and Redirects

4. Disable ad-blocker extensions in Chrome

If you have ad-blockers enabled, you may not be able to access some features in the event platform. Please ensure ad blockers are turned off when attending ZapConnect.

We recommend this if you can't proceed after entering the event platform:

  1. Click the ad-blocker extension icon on the upper right side of your Chrome browser
  2. Select the option to disable the ad-blocker
  3. Refresh your page


Note: If you're unsure whether you have an ad blocker or can't see the ad blocker icon, click the Extensions icon to manage your extensions.

Disable Ad-Blocker Extensions in Chrome

Additional Troubleshooting Tips

1. Close other programs

Be sure to completely close out all programs and applications that aren't relevant to your participation in ZapConnect. Often, programs and applications that appear to be closed are still running in the background. Camera, audio, and screen sharing cannot share access between the application and browser. An open Zoom application is a common culprit of this!

2. Restart your device

Restarting your device will clear your RAM and optimize functionality and performance.

How does your RAM affect your participation in the ZapConnect?

As you open and close programs and applications, they add to your device's RAM usage. Even when "closed," they aren't entirely closed—remnants of applications stick around, leaving less and less room for new apps.

Things may start to slow down a little as a result. As items move in and out of RAM, they get scattered, so pieces of code from the same software can be found throughout your RAM.

How does restarting fix functionality and performance?

It's simple: Everything clears out in the RAM when you restart your device. All the fragments of previously running applications are purged, and all currently open applications are killed. RAM is basically "cleaned," so you're starting with a fresh slate. And with that, things are snappier!

3. Check your device date, time, and timezone

Make sure your device has the correct time. Attendees worldwide will be able to watch sessions at the same time from different timezones. However, if your device's time is inaccurate, the sessions you watch could malfunction as a result.

4. Update your browser

Make sure you're using the latest version of your browser, as it's the most compatible version for the event platform. Click here to learn how to update Google Chrome.

5. Turn off your VPN and firewall restrictions

Please don't use a VPN so you can have full access to ZapConnect! A Virtual Private Network (VPN) uses encrypted connections to restrict and block video and audio access. These restrictions will often affect both input and output access.

Firewalls are also a known culprit for minimizing platform optimization and participation. They're part of an individual's or company's network security system that monitors and controls network traffic/access. These firewalls have predetermined security rules and can vary in permissions. Instead, use a personal device to access the platform or whitelist or approve the domain of the following:

Domains:

  • accelevents.com
  • tokbox.com
  • voxeet.com
  • chime.aws
  • amazonaws.com
  • opentok.com

IP (required for video calling and broadcasting): 99.77.128.0/18

  • Ports:
  • TCP 443
  • UDP 20000-65000
  • UDP 3478

Email Domain: @accelevents.com with IPs

  • 168.245.48.83
  • 149.72.255.132
  • 168.245.54.176
  • 168.245.23.89
  • 168.245.32.123

If you’re still having trouble within the virtual event platform, you may contact our Event Support team by clicking on the Event Help Desk portal during ZapConnect.