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Troubleshooting Guide

Troubleshooting Guide for Joining the Virtual Conference

If you are having trouble joining sessions, please check the following:

 

1. Confirm that You Have Registered for the Conference

  • Make sure you have completed the registration form, paid for your registration and received a confirmation email.

  • If you were added as a speaker or host, check your invitation email. 

2. Log In with the Correct Email

  • Log in using the same email that you used to authenticate yourself and/or used on your invitation to join. 

  • Use the one-time password that was sent to your email to log in. 

  • If you don’t have a Zoom account with that email, please create one at zoom.us/signup

3. Join the Conference Lobby Through this Conference Website.

  • Always join sessions through the invitation to join emailed to you or the Conference Lobby on our website.

  • Avoid joining using raw Zoom meeting links.

4. Use Supported Zoom Client or Browser

  • Download the latest Zoom app: https://zoom.us/download

  • Supported browsers include Chrome, Firefox, Edge and Safari (latest versions).

5. Verify Your Internet Connection

  • Ensure that you have a stable internet connection. 

  • Try switching networks if possible (wi-fi to wired or mobile data)

 

5. Don't Join Multiple Sessions Simultaneously

  • Joining two sessions at once may cause errors. Leave one session before joining another session.

6. Check Session Start Time

  • Sessions will open shortly before the scheduled start time. 

  • Trying to join sessions too early may prevent access.

7. Clear Browser Cache or Try a Different Browser

  • Sometimes cached data causes issues. Clearing cache or switching browsers may help. 

Here is a Step by Step Guide on how to clear your cache. To clear browser cache, you typically need to access your browser's settings, locate the "Clear browsing data" or similar option, and then select the "Cached images and files" option along with any other data you wish to remove (like cookies). The exact steps may vary slightly depending on your browser (Chrome, Firefox, Safari, Edge, etc.), but the general process is similar. Here's a breakdown of how to clear the cache in popular browsers: Google Chrome: - Click the three dots (More) in the top right corner. - Go to "More tools" and then "Clear browsing data". - Choose the time range (e.g., "All time"). - Check the box next to "Cached images and files". - Click "Clear data". Mozilla Firefox: - Click the three lines (Menu) in the top right corner. - Go to "Settings" and then "Privacy & Security". - Under "Cookies and Site Data," click "Clear Data". - Check the box next to "Cached Web Content". - Click "Clear". Microsoft Edge: - Click the three dots (More) in the top right corner. - Go to "Settings" and then "Privacy, search, and services". - Under "Clear browsing data," click "Choose what to clear". - Choose the time range and select "Cached images and files". - Click "Clear now". Safari: - Open Safari. - Go to "Safari" in the menu bar, then "Preferences". - Select the "Privacy" tab. - Click "Manage Website Data". - You can choose to "Remove All" or select specific website data to remove. - Click "Done".

If you have tried the above and are still having issues, please contact abickmeyer@inmex.org or click the Contact Us chat box at the bottom right corner of the page. 

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