Attendees are recommended to perform a Quick Tech Check ahead of the virtual event date. This will help attendees be certain they will be able to join the platform without issue on the day of the event. Please also have your internal IT confirm that "smart.newrow.com" is whitelisted.
Troubleshooting Technical Issues
If you’ve ever been on a commercial airline flight, you’ve sat through a demonstration packed with information that you hope you will never need to recall. Consider these troubleshooting tips our pre-flight safety announcements: we hope the information won’t be necessary, but we’d rather you have it. You can also view NewRow's (previously Kaltura) Tech Check help article for troubleshooting tips, including their System Requirements.
When a participant cannot join the session:
- Confirm that the link and password are being accurately transcribed
- Refresh the browser tab
- Close any unnecessary applications or web pages and refresh again
- If the issue is not resolved, proceed to “If all else fails” below
When a participant cannot hear audio or interact with the session:
- Refresh the browser tab
- Close any unnecessary applications or web pages and refresh again
- If this does not work, proceed to “If all else fails” below
If all else fails:
Have the participant run the tech check again. If a test on the check returns as “failed”, that will help you narrow down the issue. The only issue that should change from one tech check to the next is a network connectivity issue. If you are seeing a browser or OS issue for the first time, it could mean they are using a different device or browser than the one that passed the first test. The tech check will suggest actions to help resolve the failed tests.
A network issue can cause participants to fail one or more of the following tests: ping/jitter, download speed, or upload speed. While these options may not all be available in all scenarios, here are some troubleshooting recommendations:
- Move the device closer to the internet router
- Confirm with internal IT that "smart.newrow.com" is whitelisted
- Hardwire into the router via an ethernet cable
- Free up bandwidth on the network
- Reboot the router
In the event that a technical issue prevents participants from viewing the session, recording links are available for 30 days from the date of the event by request.