Frequently Asked Questions

Important Note

Before raising an issue please check your technical setup. See the following article for more information: Technical specifications for joining a live stage.

We recommend using Chrome or Firefox rather than Safari or Internet Explorer.

Mobile Devices

Live stages can be accessed on both Mac and PC computers. Webex Events cannot run on Linux, ChromeOS, Android, or iOS.

Out of date operating systems

Operating system needs to be a minimum:
  • Windows 10 and up
  • Mac OSX 10.13 and up

Access

If you are unable to join a stage or watch a video, this could be because you are not logged in at all, logged in with the wrong account, or not registered to the conference. 

  1. Check if you are logged in to Ex Ordo.
  2. Check if you are registered for the conference.
  3. Check that you are using the correct email address (if unsure, contact Ex Ordo Support).

Launching Webex

You cannot join a stage even when you are logged in. This can present as a few things:

You click to join and nothing happens at all - no download prompt begins

  1. Check your technical specs. If they are not compatible, you need to switch browsers/devices and try again.
  2. If that doesn't work, please contact Ex Ordo Support at support@exordo.com.

You click to join and the download prompt appears but you don't know what to do then

  1. Download the Webex app, see the following article for more information: Attending an event on a Live Stage.

You click to join and the download prompt appears but you already have a Webex app

  1. Still download the Webex app regardless, see the following article for more information: Attending an event on a Live Stage. There are multiple Webex apps for different products - it does not mean you have the correct one.

You click to join and it's downloaded, but then it pauses/freezes

  1. Check your internet/network connection. If it is not stable, you will need to find an alternative network. 
  2. Restart your computer and try again.
  3. If this continues, try another device.
  4. If none of the above helps, please contact our Ex Ordo Support at support@exordo.com

You don't click to join, but run a temporary application or by browser

(Features will be missing within the Event, and some audio issues can occur):

  1. Close this down and download the Webex app as directed. There is no alternative here.

If you are seeing some kind of anti virus message

This is preventing your from accessing a live event, and it is a local issue with your device (anti virus):

  1. Disable the anti virus. 
  2. If you cannot disable it, you will need to switch your network/device.

If you are seeing this when launching Webex: Error: 'http 1.1 Service Unavailable'

Webex advises the user of this, and it is because the Webex website is currently being switched over to another set of servers. During this switchover, the cached DNS entries for your Webex website may be temporarily pointing to the incorrect servers.

  1. Close all of your web browsers, then start a new web browser and attempt to join the stage.
  2. Clear the cache and cookies of your web browser and attempt to join the stage.
  3. If this still doesn't work, please contact Ex Ordo Support at support@exordo.com.

You're getting an error when launching Webex: The Conference is Full. You Cannot be added to the Conference

Live stages have an attendee limit of 1,000. This means that up to 1,000 attendees can join a stage at once. If any further attendees try to join while the event is full, they will be prevented from doing so, and they'll see the error message above.

1. If someone leaves the Webex event, this will make space for another attendee to join. So it's worth waiting a few minutes and trying to join again.

Cannot see Join button

This is happening because the system is reading based off the timezone of their local computer. They have “automatic time updating” disabled in their date/time settings.
The solution is to get them to turn on “automatic time updating” setting.
To change this in Mac, do the following:

Choose Apple menu  > System Preferences, then click Date & Time.

In the Date & Time pane, make sure that ”Set date and time automatically” is selected and your Mac is connected to the Internet. Your Mac can then get the current date and time from the network time server selected in the adjacent menu. Note: To make changes, you might need to click the lock, then enter your administrator password.

To change this in Windows, do the following:

  • Click on the Start Button to open the Start Menu.
  • Here open Settings > Time & Language.
  • Now in the left pane, select Date & Time. The date & Time settings here are quite simple here as the main overview has it all. You can set the time to adjust automatically or change it manually.
  • In the right pane you will see a new setting Set time zone automatically.
  • Toggle slider button to the On position

Within the event

Cannot hear audio:

  1. Confirm that you have the correct audio device connected. These settings are found beside the microphone button.
  2. If you are using headphones, make sure they are working/plugged in properly.
  3. If you are using two screens, disconnect one of them and the audio should work as normal.
  4. Shut down everything and perform a restart.
  5. If you are still experiencing issues, please contact Ex Ordo Support at support@exordo.com.

Webex Interface is not acting as expected

Sometimes people cannot turn on their camera/use chat/access regular features they should see, and this is because they have not downloaded the Webex app and have joined via browser/temporary application.

  1. Close this down and download the Webex app as directed. There is no alternative here.

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