Question 1

1 - Basic check

Accepted Answer

a. Make sure you have a strong internet connection. b. Make sure you have deactivated any types of  "add-block". c. Make sure you have turned off your VPN. d. Do not use INTERNET EXPLORER or EDGE, Chrome browser is strongly recommended.

Question 2

2 - How to Log-in?

Accepted Answer

a. You must click on the link you received, enter your name (and password if requested) and check the box to accept the terms and conditions. b. If you haven't received a link, check your spam folder. c. If you can't find the link, check with your organizer and / or contact us by sending your request to: support@connexion.tv

Question 3

3 - When I log-in, I only see a black window; what to do ?"

Accepted Answer

a. Make sure you have turned off your VPN. b. Make sure you are not using Internet Explorer. c. Simultaneously press CTRL + F5 (for PCs) and Command + R (for Mac). d. If step "c" didn’t work, log out of the platform, close your browser and log back in using the link you received. e. If step "d" didn’t work, ask your organizer for another link and / or contact us by sending your request to: support@connexion.tv f. If step "c" still does not work, restart your device. g. If you still cannot solve the problem after trying all the steps above, please contact us by sending your request to: support@connexion.tv

Question 4

4 - Once I am logged-in, the other people on the platform cannot see or hear me; what to do?"

Accepted Answer

a. Once you log-in, ensure that you have authorized the platform to use the microphone and your camera. b. To enable the microphone and the camera, click on the lock icon located at the top left of your screen, you’ll see a small menu where you can click and enable access to the microphone and the camera. c. If step "b" didn’t work, look up to the address browser on the right of your screen, if the camera icon is red (this is your "ad-block" blocker) you must click on it to allow the platform to access your browser. d. If you are unable to authorize the activation of your microphone and / or your camera, make sure that no other software such as Zoom, Team or Meet are running on your computer simultaneously, as this could block your access. e. If you still cannot solve the problem after trying all the steps above, please contact us by sending your request to: support@connexion.tv

Question 5

5 - I got disconnected from my table without any apparent reason; what to do ?

Accepted Answer

a. If you are sent back where you make the table selection, simply re-click on your previous table to join in again. b. If you have been completely disconnected from the platform, simply click again on the link you received by email to reconnect and log-in again. c. If this happens over and over, make sure your link has not been shared. d. If you still cannot solve the problem after trying all the steps above, request a new link from your organizer and / or contact us by sending a request to: support@connexion.tv e. If you still cannot connect to a your table after trying all the steps above, contact us by sending a request to: support@connexion.tv

Question 6

6 - You cannot enter your name (the box does not seem available)

Accepted Answer

a. Notify your organizer and / or support@connexion.tv and a new link will be sent to you.

Question 7

7 - The platform does not allow my microphone or my camera even after giving the authorization.

Accepted Answer

a. Please click on the padlock on the left in the address bar, then click on parameter, then click on "clear data" and then on "reset permission". b. Close your browser. c. Click on the link you received by email. d. If all the above steps do not work, contact support@connexion.tv

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