Event Platform FAQs/Help

Trouble logging-in to the Event Platform

I am not/don’t know if I am registered for the event.

• If you don’t know if you registered, or did not and wish to be, email CISR Event Help.

I requested but have not received a verification code.

• Make sure you are entering the email address with which you registered for the event.
• Check your email spam or junk folder for the code.
• If you provided your mobile number, check your text messages for the code.
• The code should arrive within about one minute. If it doesn’t and you can’t find the code in your email or text messages, email CISR Event Help.

I am receiving a "Too many failed login attempts" error.

• Email CISR Event Help.

The Event Platform appears to be experiencing an outage.

• Check the status of the Cvent Attendee Hub Web product.
• Should the platform experience an outage, MIT CISR will email attendees with instructions to access event session details from our website.

Inability to Access Session Video in Event Platform

(Day 1 Webinars)

These actions may enable access of session video:

Refresh the page, then:

• Make sure you’re on the relevant session page
• Click the Refresh icon in your browser (or on Windows press Ctrl + F5, on Mac press ⌘ Command + ⇧ Shift)
• Click Join session

Log out and log back in

• Copy the URL for the virtual session page and save it somewhere
• In the top right of the Event Platform, click your photo or initials and Log out
• Close all of your browser’s windows
• Open a new browser window and paste the link to the virtual session page you had saved, then hit return
• Follow prompts to log-in to the Event Platform
• The page for the link you entered will open by default—click Join session

Disconnect from VPN, which may limit access to some websites

Clear your browser cookies and cache, or use a private window

• First, determine which browser you're using
• Then click the link for your browser in the list below for instructions:
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari

Try a different browser

• An outdated or unsupported browser can cause access issues

Session Video in Event Platform is poor quality

(Day 1 Webinars)

These actions may improve quality of session video:

Reduce the video quality to address video buffering or freezing

• Move your mouse cursor onto the video player screen, which will open the video toolbar
• Hover over the gear icon in the bottom right and click Auto from the menu

Check your bandwidth

• Test your internet speed using a site such as https://www.speedtest.net/. Your internet speed should be at least 10 Mbps
• If your internet speed is not at least 10 Mbps, plug your computer directly into the router using an Ethernet cable
• If that's not possible, move as close as you can to your router

Experience issues during Session within Event Platform

(Day 1 Webinars)

Inability to join session chat

Refresh the page, then:

• Make sure you’re on the relevant session page
• Click the Refresh icon in your browser (or on Windows press Ctrl + F5, on Mac press ⌘ Command + ⇧ Shift)
• Click Join session

Disconnect from VPN, which may limit access to some websites

Experience issues during Session within Zoom

(Day 2 Exclusive Sessions)

Referenced features (e.g., poll) are missing

• Update to the latest version of Zoom from the Zoom Download Center

Still need help? Email CISR Event Help at cisr-event-help@mit.edu.