Troubleshooting steps for presenters

This article explains basic troubleshooting for presenters at an event.

Basic Troubleshooting
1. Are you using Google Chrome?
2. Do you need to update Google Chrome?
3. Did you refresh the page?
4. Did you log out and log back in?

Trouble accessing an event

Missing a button to join an event

If there isn't a way to join an event, you don't see the Join Event button in the header of the event page, clicking the Join Event button isn't working, or the event page isn't loading, we recommend trying the following:

• Disable any browser extensions
• Disconnect your VPN
• Refresh the page
• Check that you're signed in with the email you registered with

If you still can't access the event contact Bevy support here.

Trouble viewing the event

Big black square

If you are trying to access a Bevy event and all you see is a big, black square, the first step is to troubleshoot your browser.  

First, use the table below to make sure you're using a recommended browser:

If that doesn't work, we recommend trying the following:

• Check for browser updates
• Disable browser extensions
• Disconnect your VPN
• See if you experience the same issues in other applications
• Close other browser tabs and windows
• Refresh the page
• Reinstall your browser

Unstable connection or missing video

Bevy automatically changes the audio and video experience to match the quality of your internet connection. This means that if you have a poor connection, Bevy might turn off videos to prioritize bandwidth.

If you're experiencing trouble with your connection we recommend trying the following:

• Refresh the page
• Close other browser tabs and windows
• Run a pre-call test 

Trouble in the event

Missing chat

If you're in an event and you're unable to see or use chat and DM's, we recommend trying the following:

Some events might not have chat or messaging enabled.

• Refresh the page
• Log out and log back in

If you still can't access the chat or messaging, contact Bevy support here.

Can't join a session

If you're in an event and a session doesn't have a Join button, we recommend trying the following:

You can join a session up to 15 minutes before the scheduled start time.

• Check that the session has started
• Refresh the page
• Log out and log back in

Trouble hearing the event

Missing audio

If you're in an event and you can't hear anything, we recommend trying the following:

• Refresh your the page
• Right-click the tab and check if it is muted 
• Google Chrome: Check the selected speaker 
  
  
• Run a pre-call test 

Trouble presenting

Muted microphone

If you're a host or presenter and your microphone isn't working, we recommend trying the following:

• Run a pre-call test 
• Refresh the page
• Check if any other programs are using your microphone

Can't share screen

If you're a host or presenter and you can't share your screen, we recommend trying the following:

• Check your system permissions, and then restart your browser
• Refresh the page
• If your presentation is in a browser window, share that tab
• If your presentation isn't in a browser, share that window
• If your presentation is lagging, turn off your video

Black bars around video

Black bars or extra black space around a shared screen can be a result of a smaller screen size used in a presentation and how it scales for attendees. If multiple attendees told you that you have black bars on your screen, we recommend trying the following:

• Present from a higher-resolution screen
• Adjust the size of your browser to be narrower or shorter
• Adjust the zoom of your browser to at least 100%

Can't share video

If you're a host or presenter and your video isn't working, we recommend trying the following:

• Check presenter mode
• In Bevy, open your video menu to check the right camera is selected
• Check your browser permissions
• Check your system permissions
• Check if any other programs are using your camera
• Refresh the page
• Run a pre-call test 

Presenter mode isn't available

If you're in a session or stage and you're not seeing the presenter options, but presenter mode is enabled, we recommend trying the following:

• Refresh the page
• Clear your browser cookies
• Perform a hard refresh
• Log out and log back in

If you still can't access presenter mode, copy your support ID and contact Bevy support here.

Copy your support ID

If the other troubleshooting steps don't solve your problem, contact Bevy support here.

To help with problems in virtual events, the Bevy support team needs your support ID. To copy your support ID to send:

1. After you join the virtual event, select the Help tab.
   The Help tab is next to the Chat and Attendees tabs.
2. Select Copy Support ID to send to support. 
   This copies the support ID to your clipboard.
   
3. Paste the support ID into a message to support.