Help!
You’ll find common pain points and solutions below. If you don’t find your solution, click the Contact Us tab on the Navigation bar and send us a note telling us what you're experiencing.
You’ll find common pain points and solutions below. If you don’t find your solution, click the Contact Us tab on the Navigation bar and send us a note telling us what you're experiencing.
Your speaker icon at the top of your screen should be green (ON).
If you can't hear, check your speaker icon at the top of your screen.
Connected via browser:
Ensure your speaker volume is turned up. Click the caret next to the speaker icon and select Test speaker. If you still do not hear any audio and the speakers are turned up, you may have a headset connected to your device. Either use the headset for audio or disconnect it to use the system audio.
Connected via Adobe Connect app:You might not be connected to the right speakers on your end, so click the down caret next to the speaker icon.
Make sure the device you're listening with is checked...or check it.
Still No Sound?
Try re-connecting; exit the room (click the X in the top-right corner) and then re-connect to the session.
This resolves the issue for most people but if it doesn't correct your audio, see steps below.
If you are connecting with a browser, try using a different browser to connect, OR try installing the app and joining through it.
My sound is choppy
The choppiness may be due to your own bandwidth. Close other windows and apps that you have open. If you have too many things open, you may be overworking your connection of your computer's memory.
If you’re using wifi, move closer to the router or switch to an ethernet (hard wired) internet connection.
If that doesn't help, it could be solar flares or some other environmental issue.
If you do not have an image of a Mic at the top of your window, your microphone may be intentionally muted for large webinars. In this case, please use chat to communicate.
If you have a mic icon at the top of the screen and it is white, click it to activate (it will turn green).
If your mic icon is red it is muted, click it to unmute.
If your mic icon is green and not working, the wrong mic device may be selected on your end. Click the down caret next to the mic icon to check the selection. If needed, select the correct mic. If the correct mic is selected but not working, change the selection, then change it back to the correct mic (“wake” it up).
You can maximize the content (slides) pod to see it larger, just be aware that it will cover chat and any other pods in the room so that all you’ll see is the content pod.
To do this, look in the upper right corner of the main slide pod and click the square icon next to the 3 dots. The main pod will expand to cover the other items. If you don't care for it, just click it again or press the Escape button on the keyboard.
This is usually isolated to just you and not affecting everyone. It's often caused by the use of a VPN.
Recommendation: Disable your VPN for the webinar.
Try re-connecting; exit the room (click the X in the top-right corner) and then re-connect to the session.
This resolves the issue for most people but if it doesn't correct your audio, see steps below.
If you are connecting with a browser, try using a different browser to connect, OR try installing the app and joining through it.
Mouse-over the handout you want. A down arrow will appear to the right of the handout name. Click the download arrow and the item will download to your computer, generally in your computer’s “Downloads” folder (unless your computer settings have been modified).
It is possible that company policies are blocking downloads. Contact us at the link below to have a copy emailed to you.
Thanks for trying to self-solve your tech issue. If you still need assistance in-session, use the PRIVATE chat in the webinar to message the host. Click the "+" at the top of the chat to send a message to Hosts.
--But this page is probably a better place to find a solution--
Contact us at support@brookwood.com or call 215-643-8580, option 3.
