Troubleshooting¶

Account access¶

Verification email is missing: check your address and spam folder. If signup reports a sending failure after creating the account, use Retry verification email. Contact your VIBRIX administrator if delivery continues to fail.

Cannot sign in: check your email and password, complete verification if requested, or use password recovery on the sign-in page. Do not create duplicate accounts to work around a forgotten password.

Uploads and processing¶

Video missing or not ready: distinguish upload completion from video processing. Wait, use Reload, then preview the video before selecting it in a studio.

Upload failed: read the uploader's error, check the connection and selected file, then retry. Keep the page open until transfer completes. Camera and screen capture need supported browser permissions and devices.

No transcript: open Transcript to add one or check again later. Saving transcript text does not update captions. A failed save keeps your draft available for another attempt.

Registration and entry¶

Event absent from calendar: check Private event. Share the direct registration link if privacy is intended.

Participant cannot register or enter: check event start/end time and time zone, cancellation, capacity, event blocks and studio blocks. An invitation-list entry does not override a block.

Wrong or expired link: distinguish the general registration page, personal event-entry link and expiring media watch link. Generate a new media link when needed; never share somebody else's personal event link.

Cannot change registration questions: field structure locks after registrations exist. Correct labels where allowed; prepare structural changes before collecting registrations.

Design changes are missing: select Apply design in the designer, then Save event changes in the event form. Reopen the registration page to check the saved result.

Playback and tools¶

Room says “Configure the player”: select a media item in Configure player → Player and save.

No sound or playback: check local volume/mute, interact with the player if the browser requires it, and verify that the video plays in the media library. Confirm the host has started playback.

Survey or file pack is missing: check that it is selected on Player and currently available according to Timeline. For surveys, confirm Active status.

Timeline has no lanes: add surveys or file packs on Player first. Review cue times after changing the video.

Chat composer disabled: select a participant. An empty roster is normal before attendees join.

Connection interrupted: allow reconnection and state refresh to finish. If it persists, check connectivity and use Reload. Recheck playback and tool availability after recovery.

Email delivery¶

No invitation was sent: the invitation list stores contacts; it does not send invitations. Share the registration link yourself.

Reminder or follow-up missing: review the relevant switch, timing and event time zone; save the event. Delivery requires a configured and functioning email service and scheduler. Ask the administrator to investigate persistent failures.

Changed text was not resent: saving templates changes future emails and does not resend delivered messages.

Reports¶

Empty report: verify the selected webinar and whether anybody registered or joined. Standalone activity is not included in webinar reports.

CSV differs from filtered table: downloads contain all rows and use UTC timestamps. Table filters do not limit exports.

Looking for viewing time or email opens: these measurements are not provided. Use recorded admission and event-linked responses/conversations for the available evidence.