FAQ - Frequently Asked Questions

Why doesn't the presentation appear?

If you're using a pop-up blocker, configure it to allow this site's pop-ups. You will need to change settings in your browser.

Why can't I hear audio?

Check that the computer you are using has speakers.
Check your volume controls. There are three areas you may find volume controls:

  • Browser tab is muted: Look for a mute icon in the browser tab; right click on the tab to unmute
  • Player volume: Look for the volume icon inside the Player
  • Computer volume: Adjust the volume slider and confirm that Mute is not selected
  • External Computer Speakers (optional): Your speakers may have a volume control dial or knob that you can use to increase or decrease the volume level
  • Using incognito mode might not allow all features to work correctly

I keep seeing a pop-up, "playback ticket not valid for this session:

Chrome 80 introduced a change that may prevent playback of Mediasite content that is embedded in other webpages, such as within an LMS. If you are using Chrome 80 and receiving an error message of "Your playback ticket is not valid for this session", please follow the instrutions below to change a Chrome setting. After changing the setting, refresh the webpage and the content should play back normally.

Solution

  1. In Chrome's address bar, go to chrome://flags
  2. In the "Search flags" search box, type "samesite"
  3. Set "SameSite by default cookies" to "Disabled"
  4. Set "Cookies without SameSite must be secure" to "Disabled"

Having Trouble Viewing?

Here are some suggestions:

  • Test your device: https://support.sonicfoundry.com/Training/ViewingRequirements
  • Viewing from home vs your institution? Are you on VPN? The security could be interfering with the stream
  • Close your browser and log back in
  • Try switching your browser
  • Is anyone else streaming/downloading on the same connection? The minimum bandwidth required is 1.5 Mbps
  • Clear your history/cookies
  • Try a different device

Contact Us:

If you're unable to resolve your issue, please reach out to our phone support at:

1-833-745-8350 (Technician available on meetings days, beginning at 8:30am CT)

Or e-mail us at:

WHEDAConference@wheda.com