Help is here.

Frequent Support Questions

Help, it's not working! Basic Troubleshooting During a Live Webcast

If you have any problems while watching a live webcast here are a few quick troubleshooting tips you can try:

 

1. Refresh your browser (this is especially helpful if you opened the link prior to the broadcast starting)

2. Try another browser (e.g. check whether the webinar is working in Chrome, Firefox, IE, Edge, etc.)

    a. Please note that live streaming won’t work if you are using Windows 7 and Internet Explorer.  Please try another browser (e.g. Chrome or Firefox).

3. Try another device (e.g. can you view the webinar on your mobile, tablet, laptop, computer, etc.  This can also help if it’s an Internet speed issue and the second device is connected to a different network)

4. Clear your cache

 

Also make sure that you’ve checked out our viewing requirements at https://www.gigtv.com.au/viewingrequirements.

 

If the issue is related to sound then you may need to adjust your speakers or the volume on your computer / device, or the volume bar on the webcast player window may need to be turned up.  For more information on sound issues check out our article Help, I can’t hear anything! Troubleshooting for Sound Issues.

 

Don’t forget you can log a support job with us at any time by using the form below.

Help, I can't hear anything! Troubleshooting for Sound Issues
If you’re watching a webcast (either live or on demand) and you’re having sound issues there are a few places to check your volume:

 

1. Check the computer or laptop volume (in the System Tray – bottom right hand corner)

Windows:

Mac:

OR

Check the volume on your mobile device

2. Check the external speaker volume (make sure they’re plugged in, turned on and the volume is turned up)

3. Check the volume in the webcast player is all the way up (bottom middle of screen)

If all of these are ok try listening to audio from another source (e.g. can you hear a YouTube video, can you listen to music, are system sounds coming through, etc.).  If there’s no problems with your device’s audio then try these steps to see if it resolves the issue with the webcast volume:

  • Refresh your browser
  • Try another browser (e.g. check whether the webinar is working in Chrome, Firefox, IE, Edge, etc.)
  • Try another device (e.g. can you view the webinar on your mobile, tablet, laptop, computer, etc.)
  • Clear your cache

 

Also make sure you’ve checked that you meet the viewing requirements at https://www.gigtv.com.au/viewingrequirements.

 

Don’t forget you can log a support job with us at any time by using the form below.

Help, I can't register! Troubleshooting Registration Issues
When accessing a webcast (live or on demand) you may be required to register prior to watching the presentation.  Here are some tips for completing the details.

 

1. If this is your first time visiting the webcast registration page you will need to enter your name and email address in the top section and click Register.

a. Webcast registration is separate from the event registration that you may have previously completed, so entering your email in the Already Registered section won’t work if this is your first time to the webcast registration page.

b. Enter your email address in the Already Registered section if you either registered on this page prior to the live event, or if you want to re-watch the presentation.

c. Please note that you may be required to complete other details when you first register, including Location, Member Number, Passcode, etc.  Unless the field says Optional you must complete all fields to gain access.

 

2. If you have been given a passcode / password and it’s saying that it’s not valid ensure that you have entered it correctly.

a. If you are copying the passcode / password check that there’s no space at the end. On occasion a space will automatically get copied from your email and the registration page will recognise the additional character and send the message that it’s invalid.

b. If you are typing the passcode / password in ensure that you have typed it correctly.   They are case sensitive, so sometimes it’s best to copy and paste rather than to type it in.  It’s especially important to check whether it’s an O (capital O) or a 0 (zero), an I (capital I) or l (lower case L).

Viewing Requirements for Live and On Demand Webcasts
To participate in a webcast please ensure that you meet the following requirements:

Operating System

Mediasite supports the playback of live and on demand video on the following operating systems:

  • Microsoft Windows
  • Apple Mac
  • Linux
  • Google Android 4.4+
  • Apple iOS 8+

Browser

We generally recommend Google Chrome for playback, but all major modern browsers should work. In all cases, a browser that supports HTML5 video playback is required (this includes most modern browsers). Playback may work on browsers that do not support HTML5 video playback, however they must support loading plug-ins. In this instance either the Adobe Flash or Microsoft Silverlight plug-in will be needed. The Mediasite Player will redirect you to install one of these plug-ins if it’s not detected on your computer.

If you have issues with video playback, please try updating your browser if possible, or try using a different browser.

Connection

A broadband internet connection is required.

Test

Click here to test a live webcast.

Click here to test an on demand webcast.

If you still have issues, please get in touch with our support team by using the form below.

Submit a Request

Still stuck? Submit a support request below and we’ll get back to you as soon as humanly possible.