Live Webinars Technical Support

PLA's live webinars are presented using the WebEx Event Center platform. You may listen to the audio portion of the webinar via your computer's speakers, headphones plugged into your computer's audio jack or USB port; or by dialing in with your telephone (your carrier's charges may apply) or Skype (by following the process outlined by Skype to place calls to land lines). No microphone is required.

Accessing the webinar

If you're unable to join the webinar using the instructions sent to you via e-mail, or if you didn't receive the e-mail message with instructions on how to access the webinar, then please contact PLA staff at plawebinars@ala.org or 800-545-2433-5PLA (5752).

If you're unable to join the webinar because you can't install the WebEx Event Center add-on/extension, then please try the Temporary Folder Solution.

After you've joined the webinar, you can report technical issues to the PLA staff using the Q&A box in the lower right hand portion of the webinar presentation window. We've listed below the most common solutions to technical issues you might encounter during a live webinar, as they may help you resolve an issue on your own.

Before the presentation begins

Technical Issue: I’m not hearing anything.

Don't worry that you're not hearing any audio before the presentation begins. The audio broadcast will start when the presentation begins. But we will perform two sound checks for attendees before the presentation: at 15 minutes before the start time, and at 5 minutes before the start time.

While the presentation is in session

Technical Issue Listening via Computer Speakers or Headset Listening via Telephone
I'm not hearing any audio. Please check to make sure your speakers or headset aren’t muted on your computer and the volume is turned up.

If your speakers or headset aren’t muted, then you may have been disconnected from the audio broadcast. To reconnect, click the “Audio Broadcast” button located along the bottom of the Participants window. Or click the “Audio Broadcast” option under the “Communicate” menu.

You may have a bad phone connection. Please hang up and dial into the webinar's teleconference again at 650-479-3208 and enter the 9-digit access code provided in the instruction e-mail message followed by #.
The volume is too low. In the audio broadcast window, which should be floating in the upper left hand corner of your screen, there’s also a volume control. See if it needs to be adjusted up.

If your volume is turned up, then the speed of your Internet connection or traffic on your local network can cause this problem.

If you have other applications open that require Internet access (like e-mail or social networking), close them to minimize competition for bandwidth.

If that doesn't help, log out of the webinar and close your browser, then click the link in the e-mail to rejoin the webinar. This may improve your connection.

If it continues you may need to dial into the webinar's teleconference via your phone instead. Call 650-479-3208 and enter the 9-digit access code provided in the instruction e-mail message followed by #.

Check to make sure the volume of your phone, especially if you're using a speaker phone, is turned up.

If your volume is turned up, then you may have a bad phone connection. Please hang up and dial into the webinar's teleconference again at 650-479-3208 and enter the 9-digit access code provided in the instruction e-mail message followed by #.

The sound is echoing. This echo can be caused by multiple logins to the same webinar audio broadcast.

Check if you have more than one webinar presentation window open. If so, then close one.

If you still hear an echo, then report it to the PLA staff using the Q&A box in the lower right hand portion of the webinar presentation window. Staff can disconnect any extra connections.

It's possible you're also hearing the audio via your computer speakers. If so, then either hang up your telephone and listen via your computer speakers, or mute your speakers and listen via your phone.

If this doesn’t eliminate the echo, then you may have a bad phone connection. Please hang up and dial into the webinar's teleconference again at 650-479-3208 and enter the 9-digit access code provided in the instruction e-mail message followed by #.

The sound is stuttering or cutting out. Unfortunately, the speed of your Internet connection or traffic on your local network can cause this problem.

If you have other applications open that require Internet access (like e-mail or social networking), close them to minimize competition for bandwidth.

If that doesn't help, log out of the webinar and close your browser, then click the link in the e-mail to rejoin the webinar. This may improve your connection.

If it continues you may need to dial into the webinar's teleconference via your phone instead. Call 650-479-3208 and enter the 9-digit access code provided in the instruction e-mail message followed by #.

You may have a bad phone connection. Please hang up and dial into the webinar's teleconference again at 650-479-3208 and enter the 9-digit access code provided in the instruction e-mail message followed by #.

 

If none of the above solutions help

If these most common solutions don’t help, then please call toll-free WebEx Tech Support at 866-229-3239, option 1, then option 1 again. Be prepared to provide the WebEx event number, which is the same as the 9-digit access code provided in the invitation e-mail. Sorry for the inconvenience. Within a week of the webinar you'll receive a link to its archived recording, so you can review anything you missed.