Overview
This support article is designed to assist those experiencing difficulties in joining Multiverse sessions. Whether the session is conducted through Zoom, Microsoft Teams, or Multiverse's own Video Conferencing system, this guide offers step-by-step solutions and directs users to further resources.
How to Join a Live Session
You can join a Multiverse live session in two main ways. Use whichever is easiest.
Calendar invitation: Open the calendar invite sent to your work email. It contains a direct link to the session.
Live Sessions page: For sessions run on Multiverse Video Conferencing, log in to my.multiverse.io, open the Live Sessions page, and select Join Session next to your session. The button appears 30 minutes before the session starts.
What to Do If Your Session Link Is Missing
If you cannot find your session link, work through these checks.
Check the calendar invitation in your work email, including your spam or junk folder.
For Multiverse Video Conferencing sessions, log in to my.multiverse.io and join from the Live Sessions page.
If the link is still missing, contact your Coach or the Support team as early as possible before the session.
Troubleshooting
Encountering difficulties in joining the session? Try these solutions based on whether your session is hosted via Zoom, Teams or Multiverse Video Conferencing.
Zoom:
Refer to this Zoom support article for common joining issues.
Microsoft Teams:
Consult this Microsoft Teams support article if experiencing meeting access challenges.
Multiverse Video Conferencing:
Auth0 Login Errors
Ensure you log in using your registered Multiverse credentials. If you are not already logged in to your Multiverse account, you will be prompted to log in. Users can receive an auth0 error if they try to log in with a Google account rather than with their Multiverse account details. If this happens, navigate back to the login page and enter the details you signed up to Multiverse with.
White Screen Issues
This may involve firewall settings within your organization - contact our Support Team for assistance.
Connectivity and Visibility Problems
Check your internet connection or switch networks if feasible. Disable potentially interfering third-party browser extensions, or try accessing via an incognito window. Clearing your browser's cache and cookies might also help. Here are the guidelines for:
Frequently Asked Questions (FAQs)
Questions | Answers |
Question: How do I join my live session? | Answer: Use the direct link in the calendar invitation sent to your work email. For Multiverse Video Conferencing sessions, you can also log in to my.multiverse.io, open the Live Sessions page, and select Join Session up to 30 minutes before it starts. |
Question: My session link is missing. What should I do? | Answer: Check the calendar invitation in your work email, including spam or junk. For Multiverse Video Conferencing sessions, join from the Live Sessions page at my.multiverse.io. If the link is still missing, contact your Coach or the Support team before the session. |
Question: What happens if a technical problem stops me joining? | Answer: Contact the Support team as soon as you can. We can notify your Coach, help you catch up on what you missed, and work with your organisation's IT team to prevent future issues. |
Question: How is my attendance at a live session recorded? | Answer: Your attendance is recorded when you join using your Multiverse account through the official link. Joining as a guest or with a different email can stop your attendance being matched. It can take up to an hour to appear. If you attended but it is not showing, contact your Coach, who can check and update it. |
Question: What should I do if I cannot attend a session? | Answer: See the article "Coaching or Group Learning session absence" for what to do if you cannot attend a planned session. |