Attendees Not Able to Access Webinar - Spinning Circle in Browser

[AnnMarieS]

Is anyone else having this issue? Over the last month or so, our customer service lines have exploded with registrants unable to access our webinars. When they try, the get a blue spinning circle in their browser. We've tried both Chrome and Edge. We've made sure that browsers are updated to the latest versions. We've had them try incognito tabs or windows. Nothing seems to help. Any ideas?? This is a new problem for us and we don't know how to resolve it.

[KateG]

Hi @AnnMarieS nice to see you a few questions,  

• Is it a recorded webinar that's not loading? 
• Is it just one or several webinars?
• Can you share the link or Webinar ID?

[AnnMarieS1]

Hi @KateG!

Thanks for your response. 

• Not recorded - they were live
• It has been several webinars
• Here are some of the Webinar IDs that I know were affected: 
  • 757-342-763
  • 374-159-995
  • 383-412-603

[KateG]

Hi @AnnMarieS1, 

Thanks for getting back to me.  The connection would be coming at the attendee level for a live webinar. Have you noticed any similarities with how the users are connecting?  

Your attendees should confirm they meet the system requirements and that the firewall is set to allow us through.  Also, they should try switching off your VPN if applicable. 

They can also review the troubleshoots here: Why isn't the download working?