24Sessions EN
  • account-set-up-settings
    • Account settings
    • Available languages
    • Logo size
    • Setting up co-browsing
    • Setting up custom backgrounds
    • Setting up the Outlook Add-in
    • Setting up the omnichannel widget
    • Testing 24sessions
  • availability-booking-forms
    • Adjust availability of someone else
    • Availability types
    • Connect your calendar to your 24sessions agenda
    • Edit your blocked slots in your availability page
  • emails-notifications
    • Dynamic Links
    • Dynamic Variables
    • Email Customization
  • faq
    • Add a guest to a scheduled meeting
    • Feature request or feedback?
    • Maximum number of attendees for a meeting
  • meeting-room
    • Backgrounds
    • Grid view
    • Image capture
    • Meeting room
    • Sharing your screen when you have a second screen
    • Video overlay
  • meeting-types
    • Add questions to a meeting type
    • Customize review questions per meeting type
    • Download recordings
    • Live now meetings
    • Setting up the Live Now beta
    • The difference between scheduling a meeting and getting booked by customers
    • Waiting room set-up
  • privacy-terms
    • Data Processing Agreement
    • GDPR compliance
    • How can I have my personal data that 24sessions stores removed?
    • How to obtain & access your personal data that 24sessions stores
    • Request to stop processing my personal data
  • product-library
    • Availability feature
    • Booking form functionality
    • Branded settings functionality
    • Co-browsing functionality
    • Custom domain functionality
    • Customer Experience Growth Model
    • Dial-in functionality
    • Email functionality
    • Live now functionality
    • Meeting types functionality
    • My Account functionality
    • Placeholders functionality
    • Recordings functionality
    • Report functionality
    • SMS functionality
    • User & Groups functionality
    • Waiting room functionality
  • product
    • 24sessions Dashboard
    • Account settings
    • Availability
    • Booking link
    • Co-browsing
    • Dynamic dashboard
    • Instant meeting
    • Language settings
    • Live Now Beta
    • Live now
    • Meeting details
    • Meetings overview
    • Omnichannel widget
    • Outlook add-in
    • Reports
    • Reschedule, cancel, add an additional guest, or assign a meeting to someone else
    • Schedule new meeting
    • Test a call in the testroom
  • technical-documentation
    • Supported Browsers
  • troubleshooting-articles
    • Dial-in
    • Most frequent issues
    • Meetingroom 2.0
    • The guest gets stuck in the media check
    • The sound drops during the meeting
    • You don't have video or audio while you both successfully entered the meeting
    • You're experiencing a bad internet connection
  • users-groups
    • Add a new user or group
    • Group management
    • User roles
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On this page
  • 1. The guest has lost/never received the confirmation email of the meeting
  • 2. The guest doesn't have a camera/microphone/speakers
  • 3. The guest doesn't have google chrome
  • 4. The guest gets stuck in the media check
  • 5. You don't have video or audio while you both successfully entered the meeting
  • 6. The sound drops during the meeting
  • 7. You're experiencing a bad internet connection
  1. troubleshooting-articles

Most frequent issues

PreviousDial-inNextMeetingroom 2.0

Last updated 1 year ago

The top 7 most frequent issues during meetings are:

1. The guest has lost/never received the confirmation email of the meeting

Please make sure your guest always checks their spam folder first. Sometimes the email can be marked as spam. If the guest still can't find the email there are two ways of re-inviting the guest. Enter the meeting and click on the 'add guest' button:

  1. You can invite the guest by email. Enter the guest's name and email address. The guest will then receive a personal email confirmation with a link to enter the meeting.

  2. You can also share the link directly with the guest. Click on 'copy link' and all you have to do is share the date and time with the guest.

If you're not conducting the meeting at that moment and want to leave, it is important not to end the meeting with the red button but rather by closing the tab! Otherwise, you won't be able to enter the meeting the next time.

2. The guest doesn't have a camera/microphone/speakers

The guest doesn't have a camera:

If the guest doesn't have a camera they can simply choose to enter the meeting with 'no camera' to successfully enter the meeting.

The guest doesn't have a microphone or speakers:

Tip: If the guest doesn't have any speakers they can simply plug in any earphones they might have.

3. The guest doesn't have google chrome

Ask the guest if they can join the meeting via:

  • A Safari 11+ browser

  • A Firefox browser

  • An Edge Chromium browser

  • Or a tablet or smartphone. They can simply click on the same link as they would for a computer.

Please note: If the guest is using a tablet or smartphone, they must enter the call through a browser such as Safari or Chrome and not an in-app browser from, for instance, their email app.

4. The guest gets stuck in the media check

If a guest gets stuck in the media check, it's because one of the devices failed.

There are two simple solutions for the guest to enter the meeting anyway.

1. Enter the meeting with the failed camera/microphone/speakers.

2. Try to troubleshoot the problem.

If a device fails to connect or has problems, automatic troubleshooting will appear in the chat. The guest has to simply follow the steps that are shown to them. You as an advisor can follow the suggested troubleshooting options and the replies the guest gives. This way you can follow the troubleshooting in real time.

5. You don't have video or audio while you both successfully entered the meeting

1. Please check if the guest joined the meeting via:

  • A Google Chrome browser

  • A Safari 11+ browser

  • A Firefox browser

  • An Edge Chromium browser

  • Or a tablet or smartphone (through a browser such as Safari or Chrome and not an in-app browser from, for instance, their email app)

If the guest joins via another device or browser than mentioned above we, unfortunately, cannot guarantee a successful connection.

2. Check if the guest joined the meeting via a secure wifi network

If the guest joins via a secure wifi network, for example, a company network, it may happen that due to company restrictions video meetings with 24sessions are not allowed/blocked.

If this is the case please ask if the guest is able to join via a guest network or hotspot.

3. Did steps 1 and 2 not resolve the issue?

6. The sound drops during the meeting

Please try to refresh the meeting via the arrow button at the bottom of the page. Make sure both you and the guest refresh the meeting. This should solve the problem in most cases

7. You're experiencing a bad internet connection

Please try to refresh the meeting via the arrow button at the bottom of the page. Make sure both you and the guest refresh the meeting. This should solve the problem in most cases

If the guest doesn't have a microphone or speakers they can simply enter the meeting without microphone or speakers. Once in the meeting they can to establish an audio connection

When entering without a microphone or speakers, use the option to establish an audio connection.

Ask if the guest can join via a different device or ask the guest to

If this doesn't help, choose to to continue the meeting.

If this doesn't help, choose to to continue the meeting.

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The guest has lost/never received the confirmation email of the meeting
The guest doesn't have a camera/microphone/speakers
The guest doesn't have google chrome
The guest gets stuck in the media check
You don't have video or audio while you both successfully entered the meeting
The sound drops during the meeting
You're experiencing a bad internet connection