PleinAir Live Support

Need Help?

If you're still experiencing issues after working through this guide, please call us at (561) 327-6121 or start a live chat with us.

I don't see any video playing when I login to watch the event.

Refresh the Page: If the video stops playing, or if you don't see it playing. First try refreshing the page in your browser using Command + R (Mac) or Control + R (Windows) on the keyboard.
Press Play: While our video should start playing automatically, some users may need to click the play button on the video player in order to get started.
Restart Your Device: Completely shutting down your device and powering it back on again solves 90% of technical problems our users encounter. Think of it as a power nap for your technology!
Update Your Browser: Our online events work best with the latest version of Chrome or Safari. Make sure you're all up to date, and then try accessing the online event again.
Try a Different Device: If all else fails, try logging into the online event from a different device such as an iPhone, iPad, or another computer.

I see the video, but I don't hear any sound.

Refresh the Page: If the video stops playing, or if you don't see it playing. First try refreshing the page in your browser using Command + R (Mac) or Control + R (Windows) on the keyboard.
Double Check Your Device Audio: Make sure that you can hear other sound on your device. It's possible that your headset or speakers came unplugged. Also, double check that your volume is turned up high enough.
Restart Your Device: Completely shutting down your device and powering it back on again solves 90% of technical problems our users encounter. Think of it as a power nap for your technology!
Update Your Browser: Our online events work best with the latest version of Chrome or Safari. Make sure you're all up to date, and then try accessing the online event again.
Try a Different Device: If all else fails, try logging into the online event from a different device such as an iPhone, iPad, or another computer.

Refresh the Page: If the video stops playing, or if you don't see it playing. First try refreshing the page in your browser using Command + R (Mac) or Control + R (Windows) on the keyboard.
Restart Your Device: Completely shutting down your device and powering it back on again solves 90% of technical problems our users encounter. Think of it as a power nap for your technology!
Update Your Browser: Our online events work best with the latest version of Chrome or Safari. Make sure you're all up to date, and then try accessing the online event again.
Try a Different Device: If all else fails, try logging into the online event from a different device such as an iPhone, iPad, or another computer.
Check Your Connection: Make sure your internet connection is stable. Sometimes moving your device closer to your wireless router can help improve the video quality. Also, try turning off devices in your home that may be using bandwidth on your network.
Run a Connection Speed Test: Use the speed testing utility below to measure your connection speed. The recommended download speed is 50mbps, and the recommended upload speed is 10mbps. If your speed test shows numbers lower than these, please contact your internet service provider for further assistance.

CUSTOM JAVASCRIPT / HTML

Download the Latest Version: You can download the latest version of Zoom right here: https://zoom.us/download
Join a Test Zoom Meeting to Ensure Your Audio and Video Work: Click here for instructions or click here to join the test meeting.
Check Your Connection: Make sure your internet connection is stable. Sometimes moving your device closer to your wireless router can help improve the video quality. Also, try turning off devices in your home that may be using bandwidth on your network.
Restart Your Device: Completely shutting down your device and powering it back on again solves 90% of technical problems our users encounter. Think of it as a power nap for your technology!
Try a Different Device: If all else fails, try logging into the online event from a different device such as an iPhone, iPad, or another computer.

Make That You Have Created An Account: Click here to create your account.
Use the Email Address You Purchased Your Ticket With: Make sure you're logging in using the email address you paid and signed up with originally. No other email address will let you in.
If you are using an Apple mobile device like an iPhone or iPad, please make sure the system is updated to iOS 11 or higher.

Chat as a guest: This is the easiest option (but your posts won't show a personal profile picture). Note: you may have to scroll down to see the full grey JOIN button.
Create a chat account: Participants will have the option to create a chat account in our chat system, which allows them to set their own personalized profile image.
Setting a personal chat photo: Images must be smaller than 2MB in size.

If you're still experiencing issues after working through this guide, please call us at (561) 327-6121 or start a live support chat.

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