Frequently Asked Questions

You are entering either the wrong username or the wrong password. First, make sure your password is correct. Keep in mind that the password is case-sensitive. Make sure you do not have your CAPS LOCK on, and try typing the password in slowly to reduce typing errors. If you have forgotten your password, you can reset it.

Do we have the correct email address on file for your username? Have you checked the spam folder in your email program to make sure it didn’t get flagged as spam?

When you request to reset your password, you have a limited amount of time to respond to the email you receive. Once your request is made, you should receive the reset email within a matter of minutes. Check your email and then click on the link to reset your password. If you wait too long and the request expires, you can ask for another reset. Also, the link in that email can be used only one time. If you click on it, you must follow through to complete the reset as the link expires once it takes you to the page to reset your password.

There may be several reasons why this error message appears: (1) We are not streaming at this time. Refresh the page and then try to play the webcast again; (2) There is a problem with our streaming server that prevents the live stream from being broadcast; (3) Your browser and/or device does not fully support HTML5 video streaming.

Make sure that we are in fact streaming. We could be experiencing a temporary streaming issue. Refresh the page and then try to play the webcast again. Also, check that you do not have any Internet filter or firewall rule that is blocking streaming video.

This means you must update your profile and/or password. Look on the form and see if it is telling you to update just your profile or your profile including your password.

First, make sure you have the latest version of Internet Explorer installed. If you still have problems, try using a different browser such as Firefox or Chrome.

Close all browser windows and try again. If all else fails, try clearing your browser’s cache.

You can access your user account profile by clicking your name that is shown when you first log into the Webcast page. At the top-of-the-page, you will see a message such as, “Welcome, John Doe | Sign Out | Need Help?” Click on your name and it will take you to your profile page. Please keep your profile up-to-date.

You need to make sure you keep your profile up-to-date with current email address. See question 10 on how to access profile. Also, be sure you enter only one valid email address in the email address field.

We stream in three different bitrates/resolutions (720p, 480p, and 360p). The video player will auto-select the quality based on your Internet connection and player window size. The 720p stream consumes the most data and the 360p the least. If you have issues with buffering, you can force the video player to play a lower quality stream. Look for the gear/cog icon at the bottom-right of the player window. Click on it to select which stream quality you want.