If you are having trouble accessing Hopin, or joining a Session with your Audio/Video, please read this help article and go through these Troubleshooting Tips:
1. Make sure you are using the correct password to access Hopin
The first time you click on an event link you will be asked for the Event Password (supplied in the webinar access email we send all attendees). You will only be asked for the Event Password once – after that you log back in to Hopin using your own personal email and the password that you created for your Hopin account.
FORGOT YOUR PERSONAL HOPIN PASSWORD? If you have created a Hopin account before and have forgotten your password, click the ‘forgot password’ link or opt to use the single-use code sent to your email address. You may have also signed up using your Google or Facebook or similar account, so try those login credentials if you still can’t log in. Finally, if all else fails, please create a new account using a different email address that you have access to.
2. Use your unique link to get back in
If you are having any problems getting back into the Webinar after you have logged into it, look for an email from Hopin with the subject line, “Thank you for registering to BAM Global XName of EventX” (it looks like a calendar invite). Scroll down in the email and click the blue ‘Enter event’ button and you should be straight in!
3. Click out of the Session and back in again
Once into Hopin, if you are trying to join an open networking roundtable (Session tab) and are not seeing the blue button to join Audio/Video in a Session or are getting a spinning wheel when you click it, first of all click out of the Session tab, refresh your browser and then click back into the Session tab and Roundtable/Breakout. Please note, for some panels and breakouts, only the panellists or presenters will have permission to share Audio/Video.
4. Try opening the Hopin link in an Incognito or Private tab
Sometimes, third-party extensions can affect the experience by blocking some of the Hopin interface elements and using a private/incognito tab to open the event can prevent problems.
5. Try a different browser and/or device – and make sure browser is up to date
Hopin recommends attending with your computer and using Chrome or Firefox for the best user experience. However, it is worth trying a different browser if you have one installed, some people have found Safari works better on Macs. If there is constant buffering, make sure your browser is up to date.
If you must use mobile, please download the Hopin App for your device. You may also open the event in a browser, if so the recommended browsers are:
Android – Chrome
Apple iPhones / iPads – Safari
6. Make sure Hopin has permission to access your camera and microphone in your browser settings
In Chrome or Firefox, click the lock symbol to the left of the website address in the browser address bar and click on site settings or permissions and allow your browser access to the Camera and Microphone.
7. Restart your computer
Hopin have advised us that if the above tips do not help, then re-starting your computer will often clear issues and help your Hopin connection.
If none of the above tips help, or for urgent help with access at the start of the online event, please email email@example.com.