Try this compatibility checker to make sure you have the basic requirements needed to run Welcome.
To ensure you have an immersive, jaw-dropping experience on Welcome, here are a few things to check along with some useful tips.
Table of Contents
Browser
Use a computer for the best experience
Tablets and mobile are now supported but strictly "view only" (aka no interaction with anyone else in the event). More information can be found here.
Browsers
Please view the event in Chrome, Firefox, or Edge. Safari is now supported but please note that it is strictly "view only" (aka no interaction with anyone else in the event). More information can be found here.
Tip: Make sure the browser you are using is updated.
Note: If you plan on screen sharing (either on the main stage or in a breakout room/lounge) you must use Chrome.
Keep only one instance of Welcome open
Note that you may run into issues (freezing, blank white screen, etc.) if you have multiple instances of the Welcome platform open at the same time.
Close out other program & browser tabs
In order to avoid any performance issues, we recommend to close any tabs, windows, and non-essential programs to save processing power and bandwidth.
Good 🙂
Bad ☹️
Maximize your browser window.
Smaller or minimized screens might block buttons and controls.
Good 🙂
Bad ☹️
Audio & Video
Browser Permissions
The most common issues with Mic and Audio are the privacy/security permissions within the browser settings. You can view our article regarding Troubleshooting Browser Permissions for further details.
- Click the "lock" icon next to the URL field and make sure Camera and Microphone are set to "Allow" for http://app.experiencewelcome.com/
Lounges and Breakout Rooms require a webcam + microphone
- If you do not have a webcam + microphone, you will not be able to participate in Lounges or Breakout Rooms.
- You can still view the event and use the chat functions without a webcam and microphone.
Connection
VPNs, Firewalls and/or Other IT Security
You may encounter issues viewing audio/video within Welcome depending on the levels of IT security you have on your machine (e.g. a work computer) and/or your network connection (e.g. working at the office).
- Make sure to run the compatibility checker to catch issues before the event.
- You may need to contact your IT to allow Welcome. More information can be found here in our Networking — troubleshooting & tuning for optimal performance guide.
- If you are only joining the event as an attendee (not a speaker/presenter or a producer) you can also join via mobile/tablet. Instructions here.
- Restart your router/modem
Internet Speed
Uploading and downloading video feeds requires a fast internet connection. We recommend 50Mbps down and 10Mbps up as a minimum. We also highly recommend using a wired ethernet connection if possible as wi-fi can be spotty depending on the router being used. You can test your internet speeds here.
Troubleshooting
Try an Incognito/Private window
Sometimes third party browser extensions that might interfere with Welcome. Try an Incognito/Private window if you aren't able to turn those off.
Browser refresh
Sometimes updates to the browser will require a refresh. 🙂
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Tip: Hold Shift command+R (Mac) or Shift Ctrl+R (Windows) to reload the page without the cache.
Computer restart
If you're still having trouble give your computer a hard restart.
Still need help?
If none of the solutions work above and you're still experiencing issues, feel free to contact support@experiencewelcome.com