What do you need help with?
If you are a participant at a digital event, you are on the right page. If you can't find the answer here, we are in the chat — and during a digital event that is under way, we answer straight away.
Are you in a meeting right now?
Write in the chat on the right. While a digital event is under way one of us is there the whole time and answers within a minute.
Common questions, in the order things usually go wrong
Look under the stage you are at — before the meeting, when you are signing in, or when you are already in.
Before the meeting
The link, the email and the registration.
I'm not registered but I'm supposed to attend the event — what do I do?
Contact your organiser, the person who invited you. They will give you either a registration link or the link straight to the event. If you get no answer from the organiser, write to us in the chat and we'll help you further.
I registered late and haven't received any information or a link
Your organiser has the information and can send it again. If the organiser doesn't answer, get in touch with us in the chat — we'll check whether you are on the participant list.
I'm registered but haven't received an email with a login link
Two things to check first: that the email address you gave when you registered is correct, and that the email hasn't ended up in your spam folder. If you still can't find it, write to us in the chat and we'll send a new link.
When signing in
When you have clicked the link but can't get in.
It says I'm not authorised
First check that you are not using a login link from an earlier event — old links stop working. If the link is the right one, something has gone wrong with it, and we'll sort out a new one for you in the chat.
It says I can't use Internet Explorer — but I'm using Chrome
This is almost always down to your employer's security system, which checks links in emails before letting you through. The check is done with Internet Explorer, which is why you get the error message. Get round it by right-clicking the link in the email, copying it and pasting it into Chrome yourself.
The screen is just white or grey after I opened the link
Then your browser is too old or not supported. Update it, or open the link in Google Chrome — the browser we recommend for the greatest reliability.
I can't get in — it just keeps loading
Reload the page, click the link again and check your network connection. If that doesn't help, your organisation's IT department may have blocked a web technology called WebSockets, which the platform uses. This is common in larger organisations with a web proxy or strict firewall rules. You can test it yourself further down the page.
A message says I've signed in from another computer and that the page will close
Your link is personal and can only be used in one place at a time. If you have passed it on to a colleague who has also opened it, you will be disconnected. Ask the organiser for a separate link for each participant.
During the meeting
Sound, video and group rooms.
I can't hear anything
The video window has a sound control that may be switched off when you come in — if the speaker symbol is crossed out, the sound is off. Click it. If that doesn't help, check that the sound on your own device is on and the volume turned up.
I have no sound or video in a group room
Group rooms use sound and video in both directions, and that is where employers' firewalls sometimes get in the way. Two things need to be allowed: outgoing traffic on UDP 10000, and the video meeting protocol WebRTC. You can test WebRTC further down the page — if it doesn't get through, your IT department needs to open it.
Test your connection
If the problem lies in your organisation's firewall, you can check it in 30 seconds. Feel free to show the result to your IT department.
We recommend Google Chrome, updated to the latest version. Internet Explorer is not supported.
Send us a request
If the question isn't urgent, email is fine. We answer the same day on weekdays.
support@jirango.comIf it's urgent and the event is under way — write in the chat instead, it's faster.
Include in your email
Are you an organiser?
Questions about building events, registration forms, tickets or settings in the tool are handled separately. That is also where you'll find your own contact person with us.