When an Attendee Cannot Get In
What to check, in order.
Almost every attendee problem is one of four things: the webinar was never prepared, the link was the wrong one, the confirmation never arrived, or the behaviour is correct and simply unexpected.
Troubleshooting Guide
Is this a live webinar, and are people stuck waiting?
Did the attendee get the link from you by hand?
Did the confirmation email arrive at all?
Known Issues
"I cannot pause the video"
Working as intended.
Pre-recorded sessions deliberately have no player controls, so the session runs like a broadcast. Send them the replay afterwards, where the controls are available.
"It started in the middle"
They joined late, or they are returning.
A late arrival is placed where the session would have reached. A returning viewer is placed where they left off. Both are correct; both are fixed by watching the replay.
An attendee watched but shows as a no-show
They did not arrive through their own link.
Attendance is recorded against the token in each registrant's link. Someone who joined a live meeting directly has no attendance record, however long they stayed.
An evergreen registrant says there was no waiting room
Correct behaviour.
Evergreen webinars have nothing to wait for, so registrants go straight to the video. If you want a start time, the type you want is Just-in-Time.
A Just-in-Time visitor says no times are offered
Either outside your daily window, or their timezone could not be determined.
Check the days and the daily window on the Schedule tab. Slots are also refused outright rather than guessed if the visitor's timezone cannot be established, which is the right trade — a session offered at 3am is worse than none.
Nobody can register at all
The webinar is still in draft, or missing its video.
Check the Setup badge. A pre-recorded webinar whose video has not finished processing is not watchable yet.
Frequently Asked Questions
They can open it, but all the watch time is recorded against the one registrant. Have each person register instead — it costs them a few seconds and gives you real figures.
No. Every attendee page is public and needs no login.
Yes, and they are shown the ended page, which offers the replay where one exists.
Timed assets are tied to points in the session. The replay is for watching the content back, so treat anything you need an answer to as part of the live session.
Need More Help?
If a registrant has their own confirmation link and still cannot reach the session, send us the webinar and the registrant's email address.
Contact Support