Webinar Testing and Troubleshooting

Webinar Support - Frequently Asked Questions

Computer Setup and Testing:

  1. How can I test my computer before connecting to a webinar?

System Requirements:

  1. System requirements for live and on-demand webinars are available on the Adobe website.
    A broadband connection (e.g. DSL, cable) is highly recommended.
  2. If using Internet Explorer it must be version 10 or higher. If unavailable use Firefox or Chrome.

Common Problems:

  1. What do I do if I have no sound?
  2. What do I do if I hear echoes (it sounds like the speakers are constantly talking over themselves)?
  3. What do I do if I have poor audio quality?
  4. What do I do if the slides have frozen, are not loading, or are out of sync with the presenter?

Contact:

Who can I contact with further questions?

Computer Setup and Testing:

  • How can I test my computer before connecting to a webinar?
    Please run the connection test.  This test will confirm you have a supported version of Adobe Flash player and that you can successfully connect to the webinar server.
    You may receive a message that the Adobe Connect add-in is not installed.   This is normal, and can be safely ignored if the first three tests were successful.

If you have any further questions, please contact the SOG Helpdesk at helpdesk@sog.unc.edu or 919.962.5487.

Common Problems:

  • What do I do if I have no sound?

     Confirm that your speakers are turned on and that your speakers are not muted in Windows.  

     You can test your speakers while connected to the Webinar by choosing Meeting -> Manage My Settings -> Audio Setup Wizard, and selecting Next.   A screen should appear with an option to test your speakers.   If you hear music playing, then you’ve successfully configured your computer.   If not, then your speakers are either muted or turned off.    After this test, you can cancel out of the Audio Setup Wizard.

    If you continue to have problems with audio, please use the provided toll-free number to connect to the audio over the phone.

  • What do I do if I hear echoes (it sounds like the speakers are constantly talking over themselves)?

This commonly occurs when the link is clicked more than once, and multiple browser tabs or windows are open. Try closing the tab or window with the webinar, and see if you have another one still playing the webinar. Do this until there are no sound problems or you have closed all instances of the webinar and reconnect to it.

If you continue to have problems with audio, please use the provided toll-free number to connect to the audio over the phone.

  • What do I do if I have poor audio quality?

Poor audio quality can be caused by a number of issues and can sometimes be resolved by closing your browser and reconnecting to the webinar.   Common sources of poor sound, or frequently halting audio is too slow an internet connection.  This can be the case when connecting with a dial-up modem, or if receiveing a poor wireless internet signal.  In either case, you might try adjusting the network speed setting in your player.  To do this, go to Meeting->Manage My Settings -> My Connection Speed -> and try selecting either “Modem” or “DSL”.

If you continue to have problems with audio, please use the provided toll-free number to connect to the audio over the phone.

  • What do I do if the slides have frozen, are not loading, or are out of sync with the presenter?

These sync issues are often caused by network connectivity issues and can be resolved by closing your web browser and click on the link you originally received by email to rejoin the webinar.

If you continue to have problems with slides or other visual content, please download and refer to the materials (slides or handouts) that may have been provided by your program manager and follow along with the lecturer using either the webinar audio or the audio provided over the toll-free number.

Who can I contact with further questions?

If you have any questions relating to registration or the content of your program, please contact the School of Government program manager for your program.

If you have any technical questions, please contact the SOG Helpdesk at helpdesk@sog.unc.edu or 919.962.5487.