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How to Fix Video Issues

3 mins read

Here are some troubleshooting steps to fix your video issues.

Disable VPN

If you are on a VPN (Virtual Private Network) service, we highly recommend temporarily disabling it as VPNs can sometimes interfere with the platform's connectivity. To disable a VPN, follow these steps:
  • For Windows: Locate the VPN software in your system tray or go to Control Panel and choose to disconnect or turn off the VPN.
  • For macOS: Open the System Preferences > Network, and disable the VPN connection.
  • For mobile devices: Go to your device's settings, select Network or Connections, and disable the VPN.
For optimal event/webinar experience, we recommend using Google Chrome browser as it is more compatible and reliable for Zuddl events/webinars.

Use Incognito/Private Window

If you are unable to login or are having access issues, try using the incognito or private browsing mode in your browser. This mode lets you bypass certain cache and cookie-related blockers that may interfere while accessing the platform.

Clear browser cache and cookies

As a best practice, you can clear your browser's cache and cookies frequently. This resolves issues associated with stored data. To clear the cache and cookies in Google Chrome, follow these steps:
  1. Open Chrome and click on the more options icon (the three-dot menu) located at the top right corner.

    Chrome Settings.png

  2. Go to More Tools and select Clear browsing data.
  3. Choose the appropriate Time Range
    • Last hour
    • Last 24 hours
    • Last 7 days
    • Last 4 weeks
    • All time

      Clear Browsing Data.png

  4. Select the checkbox for "Cookies and other site data" and "Cached images and files."
  5. Click on "Clear data" to clear the data based on the above settings.
Note: Clearing the cache removes saved website data, such as login credentials and browsing history. Proceed with caution only if you are doubly-sure of the consequences.

Try an alternate browser

If you still face trouble accessing the event or webinar, try accessing the platform using an alternative browser. Here are a few popular options (in the order of preference):

Disable browser extensions:

Certain browser extensions or add-ons may conflict with the platform's functionality. We recommend temporarily disabling any extensions that could interfere with the Webinar platform. For Google Chrome, follow these steps:
  1. Go to chrome://extensions or click on the more options icon (the three-dot menu) located at the top right corner and click Extensions > Manage Extensions.

    Manage Extension.png

  2. Toggle off any extensions you think could interfere with the platform.

Firewall on company device

If you are unable to access the Zuddl platform on your company device, it is likely that your are behind a firewall. The firewall settings could block the access to the Zuddl Webinar Platform.  We advise reaching out to your IT department to temporarily disable the firewall or whitelist the necessary domains for seamless access. Refer to the Zuddl domains here for whitelisting.
If you are constantly experiencing issues on your current device, we suggest switching to an alternate device such as a laptop, desktop, or mobile device.

Use Zuddl app for mobile devices

Alternatively, you can install the Zuddl App, which is available for both iOS and Android, to access webinars on your mobile device.
We believe these troubleshooting tips help you resolve common issues and enjoy a smooth and uninterrupted experience on the Zuddl Webinar Platform.
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