If you need assistance, click on the image below to connect with our Customer Service team using our LiveAgent chat tool. You may also email firstname.lastname@example.org.
Q: How do I access sessions?
A: Log into the site using the email address where you received your Know Before You Go email and your ZERO TO THREE eLearn password. Once logged in:
- Click AGENDA in the navigation bar
- Click on the appropriate date
- Find and click on the session title
- Click the button "Watch Session"
- Under the "Contents" tab, click the button to join the session. NOTE: The button will not become active until 5 minutes prior to the session start time.
Q: If I miss a session, will session resources and recordings be available?
A: Sessions will be recorded and available on-demand starting one week after the conference. Materials and recordings will be available on the Meeting Platform until December 31, 2021. You will access these recordings the same way you accessed the Live Session.
Q: How do I access session resources/handouts?
A: All resources/handouts provided by the speaker(s) to complement or support their presentation are available to download via the RESOURCE tab within the session's page.
Q: Will CEUs be available?
A: For detailed information on CEUs, please visit our CEU page here.
Q: Will there be a Certificate of Attendance?
A: Yes! Certificates of attendance will be available upon completion of the conference.
Q: How do I know which version of Zoom I am running?
A: Click here for instructions on how to determine the version of Zoom you are running. You can also download the latest version of Zoom here.
Zoom is currently running version 5.8.0 (as of October 1, 2021)
Q: I am having trouble with the audio, the streaming stopped… what do I do?
- If you are not able to hear any audio through your computer speakers check to make sure your speakers are not muted or turned off.
- Ensure that you do not have any other programs running (such as Microsoft Teams) that may be using your speakers.
- The next step is to refresh your screen by pressing the F5 key on your keyboard or clicking the “refresh” button in your web browser.
- We recommend you also try watching your favorite music video on YouTube to see if it is a hardware issue on your computer and not a software issue.
Q: I cannot join the Plenary, the slides are not loading, or other technical issues for the Plenary Sessions, streamed via MediaCenter
Chrome and Firefox are confirmed browsers. Do not use Internet Explorer.
Ensure your organization meets hardware, software and bandwidth requirements. Take this requirement check in advance of the conference, to allow time for troubleshooting.
- Step 1: Perform a browser test here. If you see the video and hear music that means you passed and can close that window.
- Step 2: Please review the following Technical Requirements and be sure your system and networks are up to date.
- Step 3: If your organization has an active VPN in place, try disconnecting from the VPN. If you are unable to do so, try to use your phone as a hot spot. Some organization's firewalls will block live streaming sessions.
- Step 4: Send your IT department the test link above so that they may troubleshoot.
Minimum System Requirements: 2.0Ghz Processor or faster 2 GB RAM (Greater than 2 GB recommended) Minimum Browser Requirements: Browser must support HTML-5. To detect your browser version, run https://whichbrowser.net/ Windows 7 or later Mac OS X 10.9 or later Chrome 60 or greater Firefox 52 or greater Edge 14 or greater Safari 10 or greater iOS 10 or greater Internet Explorer 11 IP Addresses and Ports to Allow for HTML5: 18.104.22.168 port 80, 443 (web and audio) 22.214.171.124 port 80, 443 (web and audio) 126.96.36.199 ports 80, 443 (web and audio) 188.8.131.52 ports 80, 443 (web and audio) 184.108.40.206 ports 80, 443 (web and audio)
- It is recommended that you use a PC or MAC with an updated Internet Browser.
- Disable pop-ups blockers in your Internet browser settings.
- Confirm your internet browser has Active X enabled.
- Wi-Fi is not recommended. Wi-Fi signal strength can vary causing bandwidth to increase or decrease. We recommend a wired connection, when possible, for a consistent signal and consistent bandwidth.
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