I can't join a Session or Backstage

  • Updated

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If you're having trouble joining a Session or Backstage, make sure you've completed the following.

Ensure you have a ticket for the event

You need to have a ticket to join the event before you can access the backstage or a session, the event organizer should be able to provide that before the event starts.

Ensure you're logged into the correct Hopin account

Sometimes, attendees are redirected to the home page when they are not logged into the correct Hopin account with access to the backstage or session in question. 

Refresh your web browser

Tip: Hold the Shift key when pressing the command+R (macOS) or Ctrl+R (Windows) combinations to reload the page without the cache.

Check your browser permissions

Click on the padlock icon next to the URL field and make sure Camera and Microphone are set to Allow for app.hopin.com web page.

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Check the browser and make sure it is updated

Currently, using the latest versions of Google Chrome or Mozilla Firefox on your laptop or computer guarantees the best experience.

Here are instructions for updating Chrome and here for Firefox. Other browsers aren't supported.

Note: Sometimes, third-party extensions can affect the experience by blocking some of the Hopin interface elements. That’s why we also recommend opening the event in Incognito mode (command+Shift+N on macOS or Ctrl+Shift+N on Windows) on Chrome or a Private tab (command+Shift+P for macOS or Ctrl+Shift+P for Windows) on Firefox.

On mobile devices, the experience will be limited for Organizers or Speakers and sufficient for event attendees.

Restart your web browser

Sometimes browser settings require a browser restart for changes to take effect.

Note: if a session is Moderated, you will not be able to join the session unless the moderator approves your request.

Most of the time, a refresh of the webpage will fix most problems.

If you tried the tips above and still unable to join a session or a Backstage, it could be due to one of the following reasons:

  • The Moderator or Organizer is not allowing you to enter the session or Backstage
  • The maximum amount of people are already on screen is reached

Try contacting the Organizer in the event chat. 

 

Feel free to reach out to us at support@hopin.com in case you have questions or need assistance.

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