Our products are intended to be as self-service and intuitive as possible; however everyone needs a little help once in a while! This article will help set you up for success in joining a Video Room with some best practices and assist you with troubleshooting common problems with audio, video, and joining.

⚠️ Caution! We wrote this article for event organizers, so please don't share the link to this article with attendees. Instead, copy the parts you need into your own help content or emails to attendees. If you copy content, some of the text may need to be edited to remove references or certain words that may not apply to attendees.


General best practices

Everyone using Socio's products should follow these basic guidelines for the best possible experience.

🔼 Use the latest version of Google Chrome

Use Google Chrome for the best experience with Video Rooms, and make sure it's fully up to date. If there's a button in the top right corner of your Chrome window that says "Update", click the button, and then click Update Google Chrome. You won't lose your open browser tabs, though you may need to sign into the event again. Make sure you save any unsaved changes to your tabs before you update.

Screenshot of the Update Google Chrome item in the Update panel as just described.

💻 📱 Use a computer or smartphone

Socio works best in the Chrome browser on a laptop or desktop computer, or with the app installed on a smartphone. Tablets such as iPads tend to work just okay, but aren't optimal and we don't recommend using them.

📄 Add Socio domains and emails to allowlists

Ensure that your staff, speakers, and attendees have the best experience possible when using our products by adding our list of domains and emails to your network's allowlist. If your attendees are joining your event from a managed network, they may need to request that their IT personnel add these domains as well. Click the button below for the full list of domains and emails. 👇

🔓 Log out of your VPN

If you're using a VPN, some aspects of the Web App may not work properly, depending on the VPN's configuration. We take security very seriously, and we're confident that you can safely use our products without a VPN.

⭐️ Keep in mind, if you're using a VPN to access our products from a country where they're unavailable, we can't guarantee results or offer support for issues you may encounter.

🎤 📷 🎧 Allow mic and camera permissions, and wear headphones

If you'll be participating in a Video Room, speaking in a live stream, or having a one-on-one video chat with a connection, make sure your browser has permission to use your mic and camera. For Chrome, simply click the lock icon next to the address bar, and make sure the Camera and Microphone items are set to Allow. If you don't see these in the menu, click the Site Settings option at the bottom to allow access.

Screenshot of the settings panel that appears when the lock icon is clicked.

It's also a good idea to wear headphones or earbuds! This prevents your microphone from picking up the sounds from your speakers and creating echo. 🔉 😖

📶 Free up network bandwidth and system resources

To prevent slow load times, live stream lag, or stuttering, make sure your network isn't being clogged up by programs or other devices on the network.

  • Make sure there aren't other devices on your network that are using lots of bandwidth. Common culprits are TVs or computers streaming video, or online computer games and game consoles. Send the kids outside to play. 😉

  • Pause services such as device backups, Google Drive, and Dropbox sync that may take up network bandwidth.

The more programs, browser tabs, and background processes you have running on your computer, the more slowly your computer and your network will run. Here are some common things to check on:

  • Use the Activity Monitor app on Mac or the Task Manager on Windows to see active processes that may be taking up resources.

  • Use one browser tab for the Web App or the Socio Platform. If a live stream is open twice in multiple tabs, for example, it may cause a poor experience.

📡 Follow our internet best practices

To ensure a smooth and stable experience for you and your attendees, check out our Internet Best Practices article.

🧪 Test!

Get everyone you can from your event staff to download the app and join the Web App before you kick off your event. Have them try out everything! This can help identify any common (or uncommon) difficulties your attendees may have and enable you to plan ahead. Click the button below to learn all about testing your event.

Don't forget your speakers, moderators, and AV personnel! If you're using Socio Streaming, check out the article linked below to learn about running a Socio Streaming rehearsal.

🤔 General troubleshooting

If you've followed the best practices listed above, you should have an awesome experience! 🙌 Computers aren't perfect, though, and sometimes they have hiccups. These basic troubleshooting steps are a quick way to try to resolve problems you or your attendees may encounter.

🔁 Refresh the page

Sometimes, it really is that simple.

  • For Windows, press Ctrl, Shift, and R at the same time to "hard refresh" the browser tab.

  • For Mac, press Cmd, Shift, and R at the same time to "hard refresh" the browser tab.

👋 Log out and back in

Click your avatar in the bottom left corner (Web App) or top right corner (Platform) of the screen, and click Log Out, then simply log back in.

Screenshot showing the Log Out button in the Web App and the Platform.

🐱‍👤 Go incognito

Sometimes your browser may have stored settings or information for a site that prevents some aspects of it from working. A quick way to test this is to open the event in an Incognito window. In Google Chrome, simply click the three dot icon below the browser's close button, and click New Incognito window.

Screenshot of the three dot menu expanded. The New Incognito window item is indicated.

Now, try logging back into the Event App/Platform, and see if the problem is resolved. If it is, you probably need to clear your browser's cookies and cache. 👇

🍪 Clear cookies and cache

If you tested in an Incognito window and your issue was resolved, that's a strong clue that you need to clear your browser's cache. Even if the issue wasn't resolved in Incognito mode, this can still be a good practice to rule it out as a possible cause. Click the button below, and follow these instructions from Google to learn how to do this.

Still having trouble?

Our awesome support team is standing by to help you as the event organizer! Feel free to reach out via chat using the blue bubble at the bottom right corner of this screen.

⭐️ Keep in mind, chat support is only available to event organizers and staff. We will refer chats from attendees to their event's organizer.

👍 Video Room best practices

Make sure you follow all the best practices in the General best practices section in addition to these Video Room practices.

⚙️ Check video room settings

After you click Join on a Video Room, you won't be fully in the room yet. Take a moment to click the Settings (⚙️) icon and ensure you've selected the best Microphone, Speaker, and Camera, then click Join to start interacting with the attendees!

Screenshot of the video room settings expanded.

🤔 Video Room Troubleshooting

Room button says "Room is Full"

Video rooms allow up to 13 participants. If that limit has been reached, you won't be able to join until someone else leaves the room.

Room button says "Closed"

If the button below a room you'd like to join says "Closed", this means the room hasn't been made available yet. To learn how to set up and enable/disable Video Rooms, check this out.

There's a loading circle that spins/nothing happens when I click join

  1. Try reloading the page using Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).

  2. Some browser extensions can block access to Video Rooms. Try disabling browser extensions one by one to find out which one is causing the issue. In Chrome, click the three dot icon in the top right corner, hover over More tools, and click Extensions. On the Extensions page, simply click the toggle next to an extension to toggle it off. You can use this same process to toggle extensions back on later.

    Screenshot showing the process just described.
  3. Try clearing your browser cache. For Chrome, follow these steps from Google to learn how.

Audio/video problems

If you're having trouble hearing or being heard by others, or seeing or being seen by others, try these steps to troubleshoot:

  1. Make sure you've followed the advice in the general best practices section above.

  2. Make sure you're fully in the room. After you click Join on a room, you'll be taken to a "green room" where you can check and select your video and audio devices. You must click Join on this page as well to join everyone else in the room.

    Screenshot of the Join button in the green room.
  3. Click the Settings (⚙️) icon at the bottom of the meeting screen to check your audio/video device settings and ensure you've selected the best input and output. Click the Video tab to access the camera selector.

    Screenshot of the video room Settings modal.
  4. Check the audio settings for your computer to ensure your microphone and camera are selected and enabled.

  5. Some browser extensions can block Video Room audio/video. Try disabling browser extensions one by one to find out which one is causing the issue.

    In Chrome, click the three dot icon in the top right corner, hover over More tools, and click Extensions. On the Extensions page, simply click the blue toggle next to an extension to toggle it off. You can use this same process to toggle extensions back on later.

    Screenshot showing the process just described.

Questions? Chat Us or Email support@socio.events

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