You're here for an amazing live event, not to troubleshoot browser issues. We get it. And we're here to get you back up and running ASA(humanly)P. Here are some common issues with streaming video in a browser and our solutions.
My event link doesn't work!
This could be a few things:
- You may have received an inaccurate link or one that has been changed. Please check the most recent email you received from StagePilot for a current event link.
- There could be a typo in your link. If you've double checked the link, either contact the ticket seller or StagePilot's customer support team at email@example.com.
- Your browser might not be supported. Be sure you're using one of StagePilot's supported browsers.
The video has disappeared and I see a black screen and/or a spinning circle.
It sounds like there was an interruption in your internet connection. Refresh your browser and you should be back in action. If you have a slow internet connection, give the video a few seconds to reload.
I clicked my event link and the screen is blank!
If you only see a white screen, your browser is likely not supported or needs to be updated. Check out our list of supported browsers and install or update one. Once the new or update browser is running, try clicking the link again. Here's a list of browsers that StagePilot supports.
My screen says "That's not right"!
Honestly, this means StagePilot is confused. Try refreshing your browser. If that doesn't work, exit and re-join your event using your event link and code.
Things seem slow in general.
This is pretty vague, but it happens – especially with mobile devices. Before going any further, restart your device and browser. Most of our devices haven't been restarted for days (or months!) and just need a quick restart. If this doesn't help, read on for fixes to more specific issues.
My camera and/or audio isn't working!
All browsers require StagePilot to ask for your permission before turning on your camera and mic. When you first join your event, you'll be asked to grant access to your camera and mic. Some browsers will ask again once the meet and greet begins. Be sure to grant access to both. If you accidentally deny permissions, you'll need to go to your device settings on your device to enable permissions.
My video just turned off mid call!
First off, don't panic. We'll call you back ASAP and/or reach out to help troubleshoot. As you can imagine, streaming video requires on a solid internet connection. If your internet connection is interrupted, it is possible for your video feed to cut out. Just refresh the browser and it should reappear. You may be prompted to grant permission for StagePilot to access your camera and mic again.