Find answers to the most common questions and problems concerning our webinars and online seminars.
Frequently Asked Questions
1. Do I need to download and install software to participate?
No. Our system for webinars offers a full HTML5 solution running in your browser. It is optimized for Edge or Chrome. Firefox works too. However, if you have the possibility to install the app, we recommend it, since we found that audio quality and stability with the app is slightly better. The app can be downloaded here and installed without admin rights.
2. Which browser are supported?
We recommend to use Edge or Chrome. Firefox should work as well. Internet Explorer is NOT supported.
3. What do I need to do before the webinar?
Insert your headset before you open your browser and go to the virtual webinar room. Especially with USB devices it can happen that the browser cannot access the headset if you are already in the room.
4. I cannot hear anything?
Make sure that you speaker is activated. The browser solution relies on the speaker that is selected in windows. Select the headphone. Also make sure that the headphone symbol in the virtual room is green. Tip: In 90% of the cases, closing the browser and re-joining the session solves audio issues.
5. Can I check my audio before the session starts?
We open the webinar room 15 minutes prior to the start of the session. In the virtual room you can start an speaker/microphone setup in the right top corner. Here you can test your devices and adjust the settings.
6. What about using a VPN?
If possible, we recommend to switch off any VPN connection. This can increase stability and audio quality.
7. When I use the link from the confirmation mail, my browser stops at "Preparing room".
Our service provider is working on the issue. In the meantime, please try to restart the browser, use a different browser or the app. Sometimes, switching off the VPN helps as well. We are very sorry for the inconvenience. Should you experience this issue, please contact us.
8. Where do I find access to the webinar room?
After registration, you will receive an automated mail with all necessary information. If not, please contact us.
9. I registered with a wrong mail address.
Please contact us and we will correct your data and resend the confirmation.
10. I have bad audio quality.
Please follow the procedure from question 4. If the audio quality does not improve, try switching off the VPN. If this does not help, please contact us.
11. I have to cancel my registration.
In your confirmation mail, click on "View booking" and you should be forwarded to your booking. In the booking go to "Ticket options" and then to "Cancel ticket". If this is not possible, contact us.
12. Are my personal data visible to other participants?
If you use the chat, your name is visible to everyone. Please do not share phone numbers or other personal information in the chat. During the webinar, we additional offer a Q&A area. Here, your data will only be visible to the moderator. For questions and remarks, we highly recommend to use the Q&A area.