Virtual experience

Technical FAQs

Technical FAQs


Virtual platform

1. Will there be instructions on how to navigate the virtual platform prior to the first day of Congress?

2. How do I log into the virtual platform for Congress 2021?

3. My email isn’t working to log into the virtual platform. What do I do?

4. My password for the virtual platform isn’t working. What do I do?

5. I’m in the lobby. Now what?

6. How do I change my user profile?

7. How do I access open events? 

8. I can’t find my association conference. What do I do?

9. I found my association’s Greeting Table. How do I access their sessions?

10. I registered for an association’s conference but I can’t access their Programme / Auditorium from their Greeting Table. What do I do?

11. I’m a presenter and I can’t find my session. What do I do?

12. I’m a chair/moderator and I can’t find my session. What do I do? 

13. Why do I see QR codes everywhere?

14. I’m a presenter/moderator for a webinar and I didn’t get my panelist link. How will I access my webinar now? 

15. How do I chat with other attendees?

16. What does the “Leave business card” feature do?

17. How do I find my colleagues in the platform?

18. What is the virtual Event Bag?

19. What does the Schedule button on the navigational bar do?

20. Where is the Registration / Information booth? 

21. Are there accessibility options within the platform? Where are they? 

22. How do I know which sessions have closed captioning, simultaneous interpretation and/or sign language interpretation?  

23. What’s the best device to use to participate in Congress?

Sessions

24. Am I being recorded?

25. Will the recording be available after the presentation? If so, when and where will they be located?

Zoom

26. Do I need to download Zoom to participate in Congress?

27. How do I test my audio/video?

28. My video/camera is not working. What do I do?

29. I’m not able to receive emails from Zoom. What do I do?

30. I hear an echo. How do I fix this? 

Virtual platform

1. Will there be instructions on how to navigate the virtual platform prior to the first day of Congress?
A. There are many guides on how to navigate different areas of the platform in the Attendee Service Centre. There will also be a platform video in the Congress lobby that can be viewed anytime. 

2. How do I log into the virtual platform for Congress 2021?
A. An email with login information and instructions will be sent to you on May 26, 2021 to the email you registered for Congress with. If you did not receive this email, please reach out to congress@ideas-idees.ca to verify your registration.

3. My email isn’t working to log into the virtual platform. What do I do?
A. First, ensure you’re trying to login via the email address you registered for Congress with. If this does not work, please send an email to congress@ideas-idees.ca.

4. My password for the virtual platform isn’t working. What do I do?
A. You can reset your password by clicking “Forgot password?” on the login page of the virtual platform. Don’t forget to check your spam or junk folders for the recovery email.

5. I’m in the lobby. Now what?
A. Welcome to Congress 2021! Explore and navigate the platform by clicking on one of the seven options on the directional sign (located on the left-hand side of your screen) or one of the tabs in the main navigation bar at the top of your screen. 

6. How do I change my user profile?
A. Click the profile picture (silhouette) at the top right corner of your screen, and select “My Profile”. Here, you can update your profile picture and contact details. 

7. How do I access open events? 
A. You can access the open event Auditorium at any time by clicking on “Open events / Événements ouverts” on the main navigation bar at the top of your screen. 

8. I can’t find my association conference. What do I do?
A. Hover over the tab Your / Votre conference in the main navigation bar and select Association Hall A or Association Hall B to find your association conference. You can also search for it in the Congress Hall found under the tab Your / Votre conference as well. If you get lost on the virtual platform, click the “Live Support” button at the top right of your screen to connect with a help desk representative. 

9. I found my association’s Greeting Table. How do I access their sessions?
A. On the right or left panel of the Greeting Table, you will find a link that says Programme / Auditorium. Click here to see the list of your association’s upcoming conference sessions. Click on the session you wish to attend and click the red “Attend Webcast” button. 

10. I registered for an association’s conference but I can’t access their Programme / Auditorium from their Greeting Table. What do I do?
A. Please go to the Registration / Information desk within the platform for assistance. Go to the Lobby / Foyer and select Registration / Information on the directional sign. You will be able to chat with our team and verify your registration here.  

11. I’m a presenter and I can’t find my session. What do I do?
A. Please go to your association’s Greeting Table and select Programme / Auditorium, which will take you into your association’s virtual conferencing space. Once you are there, scroll through your association’s list of upcoming sessions and locate the date and time of your session. Click the red “Attend Webcast” button to attend the session. Additionally, you can use the search feature (located at the top right of your screen) to find your session by searching your name. If you still can’t find your session, please click on the “Live Support” button at the top right of your screen to connect with a help desk representative. 

12. I’m a chair/moderator and I can’t find my session. What do I do? 
A. Please go to your association’s Greeting Table and select Programme / Auditorium, which will take you into your association’s virtual conferencing space. Once you are there, scroll through your association’s list of upcoming sessions and locate the date and time of your session. Click the red “Attend Webcast” button to attend the session. Additionally, you can use the search feature (located at the top right of your screen) to find your session by searching your name. If you still can’t find your session, please click on the “Live Support” button at the top right of your screen to connect with a help desk representative.

13. Why do I see QR codes everywhere?
A. QR codes are connected to our Congress 2021 “Play to Win” contest! Learn how to join in on the fun here (coming soon).

14. I’m a presenter/moderator for a webinar and I didn’t get my panelist link. How will I access my webinar now? 
A. Please click on the “Live Support” button at the top right of your screen to connect with a help desk representative. 

15. How do I chat with other attendees?
A. At the bottom of all pages within the platform, you’ll see a chat window. You are able to chat with other attendees who are located on the same page as you via group text chat, 1-1 text chat, and 1-1 video chat. If your association has offered an informal group chat option, you will want to go to your association’s Greeting Table and select Networking lounge and look for the link(s) to access the group chat option. The chat feature is a great opportunity to catch up with your Congress colleagues who you haven’t seen since last Congress! Discover everything you need to know about chatting within the virtual platform here.

16. What does the “Leave business card” feature do?
A. Similar to an in-person event, leaving a virtual business card is a request to touch base and connect with someone at a later time. Learn about the “Leave business card” feature here

17. How do I find my colleagues in the platform?
A. You can search for them within the platform! Discover more information on how the search feature works here

18. What is the virtual Event Bag?
A. The virtual Event Bag sponsored by Sage Publishing is yours to discover Congress 2021 souvenirs and info from sponsors, academic journals and advertisers. You will also be able to collect exhibitor documents by “pinning” them to your Event bag. There are many items to discover! You just might find a QR code or two hidden amongst the information!

19. What does the Schedule button on the navigational bar do?
A. With this feature you can create your own schedule made up of all the different Congress sessions that you would like to attend and also add them to your calendar. Discover how to use the Schedule feature here. Quick Tip: you can create two or more schedules: the first can include any of the open events available in the Lobby / Foyer and the second+ schedules with your association’s sessions! 

20. Where is the Registration / Information booth? 
A. Find the Registration / Information booth by selecting “Registration / Information” on the Congress lobby’s directorial sign. You can also visit the Federation Hall, located under the “Your / Votre Conference” tab of the main navigation bar, and select the booth that is labelled “Registration / Information”

21. Are there accessibility options within the platform? Where are they? 
A. This virtual platform has an accessiBe integration, which is a fully automated web accessibility solution powered by Artificial Intelligence that complies with WCAG 2.1, ADA Title III, and more. Learn more about accessiBe here. Closed captioning, simultaneous interpretation, and sign language interpretation will also be offered during certain sessions. 

22. How do I know which sessions have closed captioning, simultaneous interpretation and/or sign language interpretation?  
A. Each session description will display available accessibility provisions. To learn more about the accessibility provisions, go here. Discover how to navigate session auditoriums here

23. What’s the best device to use to participate in Congress?
A. We advise you to use a laptop or desktop computer and access the virtual platform on Google Chrome. If you have access to a hardwired internet connection (especially if you are a presenter), this will help to prevent any lags in your video or audio while in a Zoom session.

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Sessions

24. Am I being recorded?
A. At the beginning of each session, the chair/moderator will inform you if the session is being recorded for archival purposes. If it is being recorded and you do not wish to be recorded, please leave your camera and microphone off for the duration of the session. 

25. Will the recording be available after the presentation? If so, when and where will they be located?
A. Yes! If the chair/moderator informs you at the beginning of the session that it is being recorded, then the recording will be available within 72 hours after the session on the virtual platform and continue to be available until June 30. You can view the recording of the session by returning to the Programme / Auditorium and clicking the “View Archive” button that has replaced “View Webcast” just above that session’s description. 

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Zoom

26. Do I need to download Zoom to participate in Congress?
A. It is not mandatory but highly recommended to ensure you can access your open events and conference sessions on time. You can sign-up for your free account here: https://zoom.us/signup. Also ensure you have the latest version of Zoom prior to Congress. Download the newest version here.  

27. How do I test my audio/video?
A. Visit http://zoom.us/test and follow the prompts.

28. My video/camera is not working. What do I do?
A. Close or turn off other programs that utilize your camera. You can also restart your computer to refresh all applications. If the issues continue, you can uninstall your current version of Zoom and reinstall the latest version from Zoom’s Download Center. If all else fails, you can visit your device's support and downloads page to update the camera driver. If you need a little help, reach out to Live Support on the virtual platform and they will attempt to troubleshoot your issue as well.

29. I’m not able to receive emails from Zoom. What do I do?
A. While most mail servers receive Zoom's emails within a few minutes, some mail servers may take up to 30 minutes or longer. Please check your Spam folder for these emails, as some services may mistakenly mark them as Spam. If your email is managed by your organization, you can ask them to ensure no-reply@zoom.us is allowed by your company's email server.

30. I hear an echo. How do I fix this? 
A. Generally, if you are hearing echo, it means that a participant is not muted and causing your device to channel their audio back into your speakers. All participants should be on mute unless they are speaking. If you notice that an attendee is not on mute, alert the Event Technician or Room Monitor by privately messaging them in Zoom chat. 

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