FAQs

1) Why can’t I submit any questions

Please try a hard refresh on your browser (ctrl+F5 for a hard refresh) to restart this functionality.

2) How quickly will my technical support questions be answered? 

On the day of the event our technical support team will aim to respond to you within 15 minutes depending on the level of demand.

For any technical support questions asked outside of the time of the event, our technical support team will aim to respond to you within 24hrs.

 

3) Why will the video not load? 

This could be due to a number of reasons. Make sure you are not on any other websites that require a high amount of bandwidth to load. This includes playing other videos in the background at the same time.

If you do not have anything else open, then you should check your internet speed. You can do this at www.speedtest.net. If you have a connection speed of less than 1mbps, then we suggest selecting the lowest quality available on the video player.

If the problem persists, it would be worth shutting down your computer and restarting.

 

4) Why can I not hear anything? 

Most videos will start with their video muted so make sure you turn the volume up on the player. This can normally be done on the menu bar which appears if you hover your mouse over the video.

 

5) Why is the quality really bad? 

This could be a number of reasons:

  • Check that no one else in your house is using the network you are connected to
  • Make sure you are not playing any other videos in the background
  • Check the settings of the video player. When you hover your mouse over the video, a menu bar will pop up at the bottom. Check the quality option and select a higher quality if it is set to auto
  • Check your internet speed via www.speedtest.net. If the speed of your download is less than 1mbps, then you should connect to the lowest option available via the video quality settings

 

6) The quality keeps changing from HD to pixelated. How can I stop this? 

This is because your video quality is set on automatic. This means that the video is playing with what internet speed you have available per second. To stop this, you can hover your mouse over the video and when the menu pops up at the bottom, find quality and set it to high, medium or low depending on your internet quality.

To check your quality, please head to www.speedtest.net. If your download speed is less than 1mbps, then we recommend you select the lowest quality available.

 

7) How do I put the video to full screen? 

When you hover your mouse over your video player, a menu bar will pop up. One option will be to make the video full screen. Click that button and your player should go full screen. If it does not, then you should close the tab on your browser and re-open.

 

8) Why is the quality on my phone better than my computer screen? 

The video quality will look better on your phone because it’s a much smaller screen. This means the broadcast is filling out less pixels which helps it look crisper. The quality of the two videos are the same.

 

9) How can I watch this video in HD? 

Check that you have enough internet connection. To do this, you should go to www.speedtest.net and, if your download is higher than 4mbps, then you should be good to go.

Go back to the video player and hover your mouse over it until you see the menu bar pop up at the bottom. Go to the quality tab and select the highest setting after ‘auto’.

 

10) Can I watch other videos at the same time? 

It would depend on your internet connection but we would recommend that you do not do this.

 

11) My video keeps buffering. How can I stop this? 

There are a few things you can do:

  • Check that no one else in your house is using the network you are connected to
  • Make sure you are not playing any other videos in the background
  • Check the settings of the video player. When you hover your mouse over the video, a menu bar will pop up at the bottom. Check the quality option and select a higher quality if it is set to ‘auto’
  • Check your internet speed via www.speedtest.net. If the speed of your download is less than 1mbps, then you should connect to the lowest option available via the video quality settings

 

12) Accessing the site

  • Google Chrome is your recommended browser for the best user experience!
  • If you have strict firewall settings you may need to try accessing both with and without your VPN connected.
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