Tech Support FAQs

This means your email address has already registered for the event. You should be able to access the event by clicking Login or by clicking the link in your registration email that you will have received when you registered.

This usually means that the details being entered are incorrect, please double check the details being entered into the form are correct and do not have any trailing spaces or similar. Alternatively, if you received a registration email, you should have a direct link that will take you straight into the event without the need to login.

If you cannot find a registration email, please first check your spam/junk folder. Failing that, you can request a new registration email to be sent to you on the login page. If this returns an error, you may not have registered for the event under the email address being entered, in this case please try alternative email addresses.

Some events require a passcode for security to enter, this may have been shared with you in your registration email. If you cannot find a passcode, you can use the direct link in your registration email to skip this step and go straight to the event.

If you cannot find the email, please check your spam/junk folder. Failing that, you can request a new registration email to be sent to you on the login page.

If the organisers choose to make this event available on-demand, you can view it on this page shortly after the event finishes.

If questions are enabled for the event, you will be able to ask any questions in the questions box, usually displayed underneath the player. If you cannot see this, then the event does not have questions enabled.

This is a decision of the event organisers. You may want to reach out to them for a copy.

Please ensure you're on the live event page and the event has started. If you see a countdown timer, then the event should start when this has counted down. You may need to refresh the page at this point if you still cannot see anything.

If you continue to face issues, please refer to the network requirements section.

This may be a bandwidth issue - we would advise closing down any applications that could be causing congestion on your network. If this does not resolve the issue, please try hovering over the video player and selecting the "auto" menu. Then select a lower bitrate setting (try the option at the bottom of the list). You can always increase the rate if this fixes it.

If you can see the video, but cannot hear anything, please first ensure the video is not muted by hovering over the video and clicking the volume icon. If it isn't muted, then please ensure that your speakers or headphones are working correctly and the volume is turned up by testing sound from other applications.

The streamGo platform is compatible with most modern web browsers.

Internet Explorer is not compatible with the streamGo Platform.

Additional Notes:

• Javascript must be running and functional

• 3rd party browser extensions may cause unexpected behaviour and are not supported.

• Security settings may block part of the streamGo platform, we recommend referring to our network requirements for more information.

• Corporate firewalls may also block video traffic - it is recommend to disconnect from any corporate network and / or use a personal network or device to mitigate these issues.

If you are having trouble connecting or watching content please refer your IT team to the whitelisting information here:

Please also ensure that the use of websockets is allowed and to ensure that TCP ports 80 and 443 are unrestricted.

Additional Notes:

• Javascript must be running and functional

• 3rd party browser extensions may cause unexpected behaviour and are not supported.

• Certain VPNs can interfere with network communications, if you're experiencing issues please disable it

If you're having trouble connecting to the breakout session please check your browser's compatibility using the table below;

* For Chrome compatibility with Android, contact Google for more information. The minimum supported Chrome version may not be compatible with earlier versions of Android.

Internet Explorer is not compatible with these sessions.

Firewall and Network Traffic

streamGo uses WebSocket and WebRTC to transmit data and media. All transmissions are encrypted with TLS and DTLS. streamGo requires access to a few domains in order to establish a connection. If you are behind a corporate firewall, please ensure outbound traffic is allowed to the following addresses and ports:

* UDP ports 50000-60000 are optional and only helps to improve performance.

You can only view a certificate after you have passed at least one session, you can view your progress by clicking the certificate icon in the top bar of the event page. Requirements for passing vary from event to event. Once you have successfully passed a session, you will be able to download your certificate from this page.

If you have an issue with the information displayed on your certificate, please contact the organiser of the event and they will hopefully be able to help.