Start from Here: System Requirements Check and Recommendations
Flow is a webinar platform. To use it well, you must know what minimum and recommended system requirements to follow. Check the list here. This guide includes troubleshooting steps if you are unable to view visuals or hear audio.
TABLE OF CONTENTS
- Troubleshooting Guides
- Unable to Log in?
- Why am I hearing Music and Seeing a Waiting Message?
- This is completely normal. You are in the Lobby, and the webinar will start soon. If you know it is passed the start time ask in chat to see if the event has started. If it is started, follow the troubleshooting steps below.
- Keep Seeing the Yellow Reload Dialog box
- Why am I not Hearing Anything (Just No Audio, but Video/Room is Visible, and No Spinning Wheel)?
- Unable to See Visuals (Slides/Screen Share/Video), or Hear Audio (But no Spinning Wheel)?
- Unable to See Visuals, but a Spinning Wheel
- Other Issues (Video)
- Chat, Q&A Problems?
- Unable to Click Links, Survey, and Presence Checks?
- I Haven't Received My Certificate. What Should I Do?
- How-to Guides
- Get a Notification Upon Host's Messages
- How do I talk with hosts/presenters using a microphone/webcam?
- How to enable Dark Mode?
- How to hide/collapse the webcam area (tray)?
- How to hide the menu bar at the upper right?
- Click here to learn how to do this.
- How do I watch the replay?
- What is the Web Content Block?
Troubleshooting Guides
Unable to Log in?
Q: Is the login link correct?
A: Make sure you have registered for the webinar and received the link to your email inbox.
Q: Is the date/time correct?
A: View the event date/time and make sure the time is within the start time. Sometimes you will be allowed 60 minutes, 30 minutes, or 15 minutes before the start so be patient.
Q: Is the passcode the problem?
A: If you can see the login page and if it asks for a code, check your email. The link you were sent also includes the passcode at the end of the link.
Q: Blank/White page or Passcode not working?
A: If you are seeing errors when the passcode is correct, or if you see a blank login page,
- Reload a couple of times, and if it does not work, try a different browser. If it does not work,
- Run the following test (click here). If you see errors, do the following
- Try turning off any VPN connections or Firewall to get this resolved. If it does not work, please contact us.
Q: You see "An operator has removed you from the webinar" message
A: A host has banned you from the webinar room. Please contact the host.
Q: You see "Hmm. Something went wrong. Please check your invitation" message
A: The event has been canceled. Please check your inbox if you have not received the update.
Why am I hearing Music and Seeing a Waiting Message?
This is completely normal. You are in the Lobby, and the webinar will start soon. If you know it is passed the start time ask in chat to see if the event has started. If it is started, follow the troubleshooting steps below.
Keep Seeing the Yellow Reload Dialog box
This is a clear sign of a connection issue. You can follow the steps here to identify and resolve the issue. We do not recommend mobile broadband or satellite connections, as well as using restrictive VPN/Firewall connections.
Why am I not Hearing Anything (Just No Audio, but Video/Room is Visible, and No Spinning Wheel)?
There are a few things that you need to check first.
- Make sure your presenter is speaking. Some presenters do not speak all the time. Ask other attendees first.
- Check if your computer's audio (speakers) or your mobile device's media audio is set to zero or muted. Increase the system audio (on Windows, you can also use the mixer in the system tray), and on your phone, use the audio + button to increase or decrease the audio.
- On Flow, you can mute the indiv
idual browser tabs. Please check the tab for a sign (see the following screenshots)
Chrome:
Firefox:Safari: Same as Chrome
On Mobile devices: Check media sound level using the audio + and - buttons
Solution:
If the tab or site is muted, right click on the tab, and then click Unmute from the menu
Unable to See Visuals (Slides/Screen Share/Video), or Hear Audio (But no Spinning Wheel)?
Q: No Audio? Or, No Audio and Video both?
A: In this case, you can try a few things.
- Are you in the correct event or webinar room? Check this first!
- If you are in a webinar room instead of an event, you must be here (see 1 and 2 below, 2 is where you click to enter the room). If you are in past events, click on Rooms.
- If you are in a webinar room instead of an event, you must be here (see 1 and 2 below, 2 is where you click to enter the room). If you are in past events, click on Rooms.
- Ask if a presenter is addressing the audience (ask your study group or the other attendees in the general chat)
- Reload the page - this resolves the issues most of the time
- Check if your browser is up to date: Check at https://www.whatismybrowser.com/, update if it is out of date
- Do you not use a mainstream browser? If you use browsers such as Pi or Brave, they may have different settings, causing issues.
- Turn off the VPN connection - this is the main concern (90%) with many of our users from Europe, or Use a different internet connection, or your mobile with mobile internet. You can do a SpeedTest to our servers here. In case of a VPN,
- Ask your IT department to configure the VPN so it will allow you to use your local internet (this is if you are working from home using your own internet)
- You can identify the problem by using our built-in diagnostic tool. Click here to run the test.
Unable to See Visuals, but a Spinning Wheel
Guide on resolving this: https://support.flowapp.com/support/solutions/articles/12000105442
Other Issues (Video)
Q: Videos are choppy and not in sync?
A: Make sure your internet connection meets the recommendations (here). You can try a different browser as well
Q: The screen is freezing?
A: Try reloading once, and make sure your internet connection meets the recommendations (here).
Q: Screen sharing is blank?
A:
- Make sure only you are affected.
- If it is everyone, then ask the host/presenter to check their screen sharing (here).
- If it is just you, reload a few times.
- Then try a different browser, and next, try turning off the VPN connection or Firewall to get this resolved.
- You can identify issues by running the following test (click here). If it does not resolve, contact us.
Chat, Q&A Problems?
Q: How do I chat?
A: Click the chat button in the upper-right toolbar
Q: Unable to see chat messages?
A: Probably no one has sent messages, or you are in the privatized mode (only your chat and host/presenter chat are visible to you).
Q: Unable to send chat messages?
A: See if your chat is disabled. If not, reload once and see. Please use a browser with the latest updates - we recommend Google Chrome.
Q: How do I ask a question (only when the QA is enabled)?
A: You can either ask questions in the chatbox or you can ask questions during a Q&A session. You will see a separate chat tab there if a Q&A session is in progress.
Q: How do I rate a question asked by someone else?
A: Click the thumbs-up icon next to the question.
Q: Why do I not see the messages I sent?
A: Hosts can hide/remove chat. Make sure you do not use offensive content. You can also try reloading your browser, clearing browser cookies/cache, or using a different browser to see if it gets fixed. Make sure your connection is strong enough.
Q: Can I un-send a message or a question?
A: You cannot un-send messages.
Unable to Click Links, Survey, and Presence Checks?
Q: I am unable to click links in chat...
A: Try copying the link and opening it in a browser tab, or try using a different browser. Make sure popups/redirections are not blocked.
Q: When I click a link, I get out of the webinar room?
A: Click the back button or reuse the link to get back.
Q: Unable to click survey options?
A: Try reloading the browser, and it should fix the issue. Please use a browser with the latest updates - we recommend Google Chrome. If you are on mobile, please use the landscape mode.
Q: Unable to click/see presence checks?
A: Reload the webinar room if your connection is bad. Please use a browser with the latest updates - we recommend Google Chrome. If you are on mobile, please use the landscape mode.
I Haven't Received My Certificate. What Should I Do?
You have to contact your host and get assistance if your certificate did not arrive in your inbox. Please also check the spam box and whitelist flowapp.com.
How-to Guides
Get a Notification Upon Host's Messages
Enable Audio Notifications for this purpose: See https://support.flowapp.com/support/solutions/articles/12000104588
How do I talk with hosts/presenters using a microphone/webcam?
Please see the following guide here.
How to enable Dark Mode?
- Click the Cogwheel button in the upper-right menu
- Click on the dark mode toggle from the settings box
How to hide/collapse the webcam area (tray)?
Click here to learn how to do this.
How to hide the menu bar at the upper right?
Click here to learn how to do this.
How do I watch the replay?
It's simple! Use your login link. If the webinar was recorded by the host, you can view it. In some cases, even when you did not register for the event, you can watch the replay (you may need to register for it). The file is in MP4 format.
If you are using a Webinar Room (as a registered user), please see https://support.flowapp.com/support/solutions/articles/12000103929
Q: Can I view a replay of an event that I did not register for?
A: If the host enabled "On-demand" mode, you can register and view the replay.
What is the Web Content Block?
Web content block (more details here) is one of the latest additions to Flow. When a host wants you to experience a webpage, go through a sales/marketing page, sign up page, a 3D/AR/VR content, you will see the web content block. It is a browser within the webinar room. Feel free to fill in, click, and navigate as you wish. This is not a host-controlled module, so you can fully experience whatever is displayed there.