Choice of browser and operating system

• The system is designed and tested for use on laptops and desktops running Windows 8+ or OSX 10.14+
• It will not work on iOS or Android devices
• The recommended browser is Google Chrome.

General Recommendations

• Before starting, close other browser windows/tabs
• Avoid running alongside other intensive software that may degrade performance
• Pause any heavy-duty downloading tasks
• Consider whether the other network traffic in your environment is likely to cause a poor conection - for example your internet connection may not cope well if several family members are all in video conferences at the same time.

Corporate Computers and Networks

• Using a work laptop or connecting from a work environment may cause problems.
• It is very likely that a corporate laptop or network would prevent you from connecting to the video conference.
• If at all possible, avoid using a work laptop.

VPNs, Ad Blockers, Antivirus and Privacy Software

• These will be likely to spoil your experience by fully or partially blocking the video conferencing system.
• Avoid using a VPN, and make sure that any other antivirus/privacy software is not blocking this site.

Browser Extensions

• Do not use extensions which block javascript or prevent autoplaying of videos
• Consider your browser extensions and whether any of them might interfere with video conferencing or video playback.

"I am trying to login but I see a "Login Failed" message"

• Check you are logging in at the right time - you only have access for a short time before your booked slot.
• Check the spelling of the session ID and passcode.
• If you are sure you are entering the right details but still cannot gain access, contact info@isklander.com

"I am trying to log in but it tells me the session is already full"

• Confirm that you are not trying to join a session using more devices than the number of tickets you have purchased.
• Make sure nobody is logged in in more than one browser/window.

"When I log in, it gets stuck on a black "loading" screen"

• The video conference is getting blocked by something. Without the video conference, you won't be able to enjoy your session.
• Make sure you are:
  • Not connecting via a VPN or corporate network, or using a work laptop that is set up to block the video conference.
  • Using a device that is running a modern version of Windows/OSX and a recent version of Google Chrome.
  • Not running any antivirus/privacy software that may be blocking the video conference.
• Completely close down the browser (cmd-q (mac) or alt-f4 (windows) - don't just close the window, close the whole application)
• Then load a fresh browser and try again.

"I can't see anybody/somebody!"

• Make sure you are:
  • Not connecting via a VPN or corporate network, or using a work laptop that is set up to block the video conference.
  • Using a device that is running a modern version of Windows/OSX and a recent version of Google Chrome.
  • Not running any antivirus/privacy software that may be blocking the video conference.
• Completely close down the browser (cmd-q (mac) or alt-f4 (windows) - don't just close the window, close the whole application)
• Then load a fresh browser and try again.

"Other participants can't see me!"

• Make sure that you did grant permission for the browser to use the camera. (where do I do that?)
• Once you've found the permissions settings, make sure that camera/mic are set to "Allow", then refresh the page.
• Make sure that the camera isn't already in use by another browser or program.
• Hover over the conference, and click the little arrow by the camera button to ensure an appropriate input device is selected
• Consider restarting your browser if the problem persists.

"I'm having a problem seeing or hearing visitors to the conference"

• Make sure that your browser or any extensions are set to allow autoplay of videos.
• Make sure that content from vimeo.com is not blocked in your environment.
• Consider restarting your browser if the problem persists.

"I can't hear somebody/anybody!"

• Check that your volume is up
• Hover over the problem user and check you haven't accidentally muted them or turned them down
• Hover over the conference, and click the little arrow by the mic button to ensure an appropriate output device is selected
• Make sure you aren't running any browser extensions or other software that may be blocking audio.
• Refresh the page if the problem persists, or try restarting your browser.

"We have an echo problem!"

• Whilst the software does it's best to cancel noise, you may find there is an echo caused by poor local noise cancelling or by having your speakers turned up loud.
• Consider using headphones if you can, and encourage folks to mute when they aren't speaking.
• If you are using more than one device in a room, always keep one silent and muted or you will get a feedback loop of horrible noise.

"We can't hear the sound in screen sharing!"

• Please refer to the "Screen Sharing" tab.

"Other participants can't hear me!"

• Make sure that you did grant permission for the browser to use the microphone. (where do I do that?)
• Once you've found the permissions settings, make sure that camera/mic are set to "Allow", then refresh the page.
• Make sure that the microphone isn't already in use by another browser or program.
• Hover over the conference, and click the little arrow by the mic button to ensure an appropriate input device is selected
• Consider restarting your browser if the problem persists.

"I can hear my fellow participants but I can't hear when people visit the conference"

• Make sure that you aren't running any browser extensions that block video or audio autoplay.
• Try clearing your browser cache and restarting the browser.

"How do I screen share?"

• Click "Share Your Screen" in the bottom left corner
• Your browser will ask you for permission, and ask you to choose a source (usually "screen", "window" or "tab")
• IMPORTANT: You might need to select which screen you want to share, even if you only have one screen!
• It is recommended that you turn on "Share Audio" and choose to share the whole screen.
• Google Chrome will provide that option, but other browsers may not be able to share audio.

"I get an infinite loop when I screen share!"

• You are sharing your screen and are viewing it at the same time, so it works like two mirrors facing each other, and you see an infinite loop.
• Simply click the button in the bottom right of the conference which takes you to "Tile View", or click on another participant's video to stop the loop.
• As soon as you look at another tab, the loop will go away.

"We can't hear the sound in screen sharing!"

• Make sure that the sharer selected the "Share Audio" option when they shared the screen.
• This option may not be available unless you are using Google Chrome.