If you or your viewers experience audio, video, or connection issues during a live webinar (e.g., freezing, audio cutting out, or disconnection), follow these steps to restore the session:
1. Refresh Webinar Room
Reload the live webinar room in your browser to attempt reconnection.
2. Ask Viewers to Refresh
Use the chat feature to ask attendees to refresh their page after a minute.
Alternatively, they can rejoin the webinar using the original link from their registration confirmation email.
3. End Broadcast
Click on End broadcast to stop the current session.
4. Retrieve the First Segment (Optional)
If needed, retrieve or download Part 1 of the broadcast recording from your webinar dashboard.
5. Reset the Webinar
Once the webinar status changes to Completed, the Reset option will become available.
Set the same title for the webinar.
Set the current date and time to allow immediate broadcasting.
Make sure to check the “Keep live webinar registrants” checkbox so users who are already registered for the webinar don’t need to register again.
6. Restart the Broadcast
Rejoin the webinar studio (broadcast room).
Click Go Live to resume the session.