cancel
Showing results for 
Search instead for 
Did you mean: 
Royce
New Contributor

oops cant connect you

we are hosting a webinar with around 700 attendees & getting lots of emails saying this. Its important to fix befor 7pm when the actual awards start. We have a coundown timer on for the first hour, some of the people see it then it goes back to oops can anyone help?

7 REPLIES 7
AshC
LogMeIn Contributor

Re: oops cant connect you

Hi @Royce

Are you actually broadcasting a timer of your own from a desktop PC?

 

When there is a connection issue with the webinar broadcast itself you may want to relaunch the session in order to re-establish the integrations on the back end.  We can always investigate the cause after the session, if you can contact Customer Support by phone to create a case for the engineering team.

Royce
New Contributor

Re: oops cant connect you

we were not broadcasting anything, it was a prerecorded event scheduled a month ago & uploaded to the server a few days ago, we ended up having to refund around £500 of tickets because of this & the other glitch which is not what we expected from a service that says it can accommodate 20,000 the other glitch was that when people tried to refresh it took them to the beginning of the event which was also a major problem being as it was an awards ceremony & people knew who had won on social media before they could see it.

AshC
LogMeIn Contributor

Re: oops cant connect you

I apologize for the failure on our part.  Just to clarify one point 20k is the maximum number of registrants, but 2k is the maximum number of concurrent attendees. We can certainly perform analysis of the event to see where things went wrong, if you can call into Customer Support in the near future.

Royce
New Contributor

Re: oops cant connect you

Hi, I understand that but we only had 621 registered so it should have coped. Hopefully we will be back to live events for the next one.

AshC
LogMeIn Contributor

Re: oops cant connect you

@Royce  I'm trying to better understand how the webinar was hosted and broadcasted.  Are you saying this was a 'Recorded' webinar type, based on a previous webinar you held in the past? 

 

Where does the 'timer' come into play, or was this just the normal landing page attendees see before the actual start time?

Royce
New Contributor

Re: oops cant connect you

Hi, It wasn't based on a previous webinar, it was "simulated live" & was a pre recorded 2 hour awards ceremony that we added a 1 hour countdown to, so the mp4 was 3 hours long & set it going at 6pm with the awards starting at 7pm. We hoped this would give us time to sort any issues out but apparently it didn't.

AshC
LogMeIn Contributor

Re: oops cant connect you

 OK, thanks.  So it was a recording that you created from scratch, then uploaded to GoToWebinar afterwards.  Are you able to test that same recording on a newly scheduled simu-live, and join early as an attendee to see if the same results are experienced?