This article explains what to do when a live webinar is interrupted by connection issues or other broadcast problems.
Use it when you or your viewers experience freezing, audio cuts, video issues, or disconnection, and you need to restart the session while keeping registered viewers able to rejoin.
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 Studio
Reload the live webinar studio 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 access link included in their registration confirmation email.
3. End Broadcast
Click End broadcast (top right) 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
Quickly set up your broadcast again by clicking Set up broadcast (top right).
Rejoin the webinar studio (broadcast room).
Click Go Live to resume the session.
Your live webinar registrants will then be able to rejoin the session.