Troubleshooting Guide: Live errors in the Virtual Lobby

This article lists instructions on how to solve certain errors that may occur during a live or a session. In case you are experiencing an error not listed here, please take a look through our other related articles or contact our 24/7 customer support team on InEvent's platform.

Live Errors

It is possible to come across several errors when hosting your event in the Virtual Lobby. Below is a list of common live errors you might come across and their solutions:

Recording stopped, could not restart cloud recording right now

Error: If the error below appears on your screen, this means that the host's internet had went down.

Solution: Reconnect to the internet and/or refresh the page.

Chat is offline

Error: If the error notification below appears on your screen, this means you have been disconnected from the internet

Solution: You should reconnect to the internet and/or refresh the page.

Activity not found

Error: If the error notification below appears on your screen, this means that the activity has been deleted from the backend so you can no longer access it.

Solution: Refresh the page or return to the virtual lobby to double check, if you still couldn't find it, this confirms that the activity has been deleted and is no longer accessible.

You were disconnected. You connected to another device

Error: If the error notification below appears on your screen, it means you have connected to the VL with another device.

Solution: Make sure you disconnect from the other device and log in again and also refresh the page.

You were disconnected from the event. You will be redirected to the login page

Error: if the error message notification appears on your screen it means that you have been removed as an attendee from people.php page.

Solution: In this case you can either ask to be added from the backend by the admin or you can return to the login page and register again.

TokenID does not exist

Error: If the error notification below appears on your screen, it means that you are trying to re-enter an activity after you have been removed as an attendee from people.php page.

Solution: You should return to the login page and register again or ask to be added from the backend by the admin.

You have another window open. Do you want to use it there?

Error: If you receive the error notification below, this means that you have opened another Virtual Lobby window using the same login credentials.

Solution: Click on Yes to use the account from this window and be disconnected from the other window or click on No to close this window and stay connected on the other window.

The selected file is not a video

Error: If the error notification below appears on your screen, it means that the file you have uploaded is not a video format.

Solution: Click OK and make sure you upload a video file.

Couldn't send the report. Please try again

Error: If you receive the error notification below, this means that you have been disconnected from the internet.

Solution: You should reconnect to your internet, refresh the page and try to send the report again.

You refused to grant access to camera and audio resource

Error: If you receive the error notification below, it means that you denied your browser access to the camera and microphone or your computer settings have blocked camera and microphone access.

Solution: Check your browser or computer's settings to make sure you enable them.

Failed to join session/There was an issue processing your request

Error: If you receive this error notification, it means that you were disconnected from the internet when attempting to join an activity.

Solution: You should reconnect to the internet and/or refresh the page.

We have encountered the following problem: OT_HARDWARE_UNAVAILABLE

Error: If you receive this error notification, it means that your camera is not connected appropriately or that it is in use by another application.

Solution: Make sure you log out of any application that is using your camera. Also ensure that you camera is enabled and connected.

Attendance time not recorded correctly for activity sessions

In some cases, attendees may appear to have only participated in activities for a short amount of time despite being present for the full duration of the activity. This issue is typically linked to firewall or security settings that can interfere with session tracking. To resolve this:

• Whitelist our IP addresses to ensure there are no network restrictions affecting the time tracking.
• Disconnect from any VPN, as it can disrupt the time tracking functionality.
• Attendees can switch to a personal device or network, as corporate devices and networks may have additional security layers that can affect time recording.

What if I'm facing another issue?

In case you are still facing issues with InEvent's platform, please have a look at the other articles about troubleshooting:

• Virtual Lobby: Troubleshooting guide
• Technical requirements: Troubleshooting guide
• Backend Errors: Troubleshooting guide
• Device configuration and system check
• Giving InEvent access to your camera or microphone

If you are still experiencing an issue with the InEvent platform, you can raise an issue report to be reviewed by our Product team.