Overview
This article may help you if you are experiencing difficulties joining Multiverse Sessions.
Troubleshooting
Having issues joining the live session? Don't worry, there are things you can try.
Session hosted on Zoom?
Check out this Zoom Support article
Session hosted on Microsoft Teams?
Check out this Microsoft Teams Support article
Session hosted via Multiverse Video Conferencing?
Check out the error guidance below.
I am getting an auth0 error message when I try to log in
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.
I can only see a white page
This is likely to be due to your organization's firewalls. If this is the case, please don't worry, you can get in touch with our support team who will be able to assist with the next steps.
I am having connection issues/ I can't see or hear everyone in my meeting
When you click to join the meeting, you should have a pre-call test to determine if your device is ready.
If you passed the pre-call tests and are still experiencing issues:
Sometimes a third-party browser extension can interfere with some websites. You could test this by trying to join using an incognito or private browsing window. If this works, then it is likely that a browser extension is causing the issue.
It could be possible that another platform interfering. A quick way to fix this is to clear your cache and cookies. Below are instructions for different browsers:
Lastly, it could be due to your organization's firewalls. If you believe this to be the case, please don't worry, you can get in touch with our support team who will be able to assist with the next steps.
Need further help? Our Support Team are happy to assist you. You can contact our Support Team by starting a conversation via the chat widget in the right-hand corner of this page.