Start from Here: System Requirements Check and Recommendations
Flow is a webinar platform. To use it well, you must know what minimum and recommended system requirements to follow. Check the list here. This guide includes troubleshooting steps if you are unable to view visuals or hear audio.
Unable to log in?
Q: Is the login link correct?
A: Make sure you have registered for the webinar and received the link to your email inbox.
Q: Is the date/time correct?
A: View the event date/time and make sure the time is within the start time. Sometimes you will be allowed 60 minutes, 30 minutes or 15 minutes before the start so be patient.
Q: Is the passcode the problem?
A: If you are able to see the login page and if it asks for a code, check your email. The link you were sent also includes the passcode at the end of the link.
Q: Blank/White page or Passcode not working?
A: If you are seeing errors when the passcode is correct, or if you see a blank login page run the following test (click here). Try a different browser, and next, try turning off the VPN connection or Firewall to get this resolved. If it does not work, contact us.
Why am I hearing music and seeing a waiting message?
This is completely normal. You are in the Lobby and the webinar will start soon. If you know it is passed the start time ask in chat to see if the event has started. If it is started, follow the troubleshooting steps below.
Keep seeing the Yellow reload dialog-box
This is a clear sign of a connection issue. You can follow the steps here to identify and resolve the issue. We do not recommend mobile broadband or satellite connections.
Unable to See Visuals (Slides/Screen Share/Video), or Hear Audio?
Q: No Audio?
A: If you are connecting to your office via a VPN (corporate VPN or any other), it could be the reason. In this case, you can try a few things.
- Ask if a presenter is addressing the audience
- Reload the page, or use a different browser
- Turn off the VPN connection - this is the main concern (90%) with many of our users from Europe
- Use a different internet connection or your mobile with mobile internet. You can do a SpeedTest to our servers here
- Ask your IT department to configure the VPN so it will allow you to use your local internet (this is if you are working from home using your own internet)
- You can identify the problem by using our built-in diagnostic tool. Click here to run the test.
Q: Videos are choppy and not in sync?
A: Make sure your internet connection meets the recommendations (here). You can try a different browser as well
Q: The screen is freezing?
A: Try reloading once, and make sure your internet connection meets the recommendations (here).
Q: Unable to see the videos (with or without audio), slides, or anything?
A: Reload a few times. Then try a different browser, and next, try turning off the VPN connection or Firewall to get this resolved. You can identify issues by running the following test (click here). If it does not resolve, contact us.
Q: Screen sharing is blank?
A: Make sure only you are affected. If it is everyone, then ask the host/presenter to check their screen sharing (here). If it is just you, reload a few times. Then try a different browser, and next, try turning off the VPN connection or Firewall to get this resolved. You can identify issues by running the following test (click here). If it does not resolve, contact us.
Q: You see "An operator has removed you from the webinar" message
A: A host has banned you from the webinar room. Please contact the host.
Q: You see "Hmm. Something went wrong. Please check your invitation" message
A: The event has been canceled, please check your inbox if you have not received the update.
Chat, Q&A Problems?
Q: How do I chat?
A: Click the chat button at the upper-right tools bar
Q: Unable to see chat messages?
A: Probably no one has sent messages or you are in the privatized mode (only your chat and host/presenter chat are visible to you).
Q: Unable to send chat messages?
A: See if your chat is disabled. If not reload once and see. Please use a browser with the latest updates - we recommend Google Chrome.
Q: How do I ask a question?
A: You can either ask questions in the chatbox or you can ask questions during a Q&A session. You will see a separate chat tab there if a Q&A session is in progress.
Q: How do I rate a question asked by someone else?
A: Click the thumbs-up icon next to the question.
Q: Why do I not see the messages I sent?
A: Hosts can hide/remove chat. Make sure you do not use offensive content. You can also try reloading your browser, clearing browser cookies/cache, or using a different browser to see if it gets fixed. Make sure your connection is strong enough.
Q: Can I un-send a message or a question?
A: You cannot un-send messages.
Unable to click links, survey, presence checks?
Q: I am unable to click links in chat...
A: Try copying the link and opening it in a browser tab, or try using a different browser. Make sure popups/redirections are not blocked.
Q: When I click a link I got out of the webinar room?
A: Click the back button or reuse the link to get back.
Q: Unable to click survey options?
A: Try reloading the browser and it should fix the issue. Please use a browser with the latest updates - we recommend Google Chrome. If you are on mobile please use the landscape mode.
Q: Unable to click/see presence checks?
A: Reload the webinar room if your connection is bad. Please use a browser with the latest updates - we recommend Google Chrome. If you are on mobile please use the landscape mode.
I haven't received my certificate, what should I do?
You have to contact your host and get assistance if your certificate did not arrive in your inbox. Please also check the spam box and whitelist flowapp.com.
My Apple browser (Safari/iOS) does not work well with Flow
Click here for a workaround.
How do I talk with hosts/presenters using a microphone/webcam?
Please see the following guide here.
How to enable Dark Mode?
- Click the Cogwheel button at the upper right menu
- Click on the dark mode toggle from the settings box
How to hide/collapse the webcam area (tray)?
Click here to learn how to do this.
How to hide the menu bar at the upper right?
Click here to learn how to do this.
How do I watch the replay?
It's simple! Use your login link. If the webinar was recorded by the host, you can view it. In some cases, even when you did not register for the event, you can watch the replay (you may need to register for it). The file is in MP4 format.
Q: Can I view a replay of an event that I did not register for?
A: If the host enabled "On-demand" mode, you can register and view the replay.
What is the Web Content Block?
Web content block (more details here) is one of the latest additions to Flow. When a host wants you to experience a webpage, go through a sales/marketing page, sign up page, a 3D/AR/VR content, you will see the web content block. It is actually a browser within the webinar room. Feel free to fill in, click, and navigate as you wish. This is not a host-controlled module so you can fully experience whatever is displayed there.
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