A thorough explanation of the causes and solutions for problems that occur during webinars.

Jul 3
15 min read

Webinars (web seminars) are often perceived as being easy to host simply by launching a streaming tool.

However, in reality, there are many things that need to be checked in advance, such as the presenter's audio and screen sharing, instructions for participants to enter the room, recording settings, and the flow of the event on the day.

To ensure a smooth webinar, it's crucial to prepare not only the equipment and network connection, but also the day's schedule, participant guidance, presenter operation checks, and methods for saving and sharing recorded data.

This article explains common problems that occur during webinars, their causes, and preventative measures you can take.

We at LIFE.14 provide event technical support, including online streaming, sound, filming, and simultaneous interpretation equipment arrangements.

If you have any concerns about the streaming environment or the flow of the webinar during the preparation stage, please feel free to contact LIFE.14.

Common problems with webinars

In webinars, problems often arise not from the streaming tool itself, but from issues with audio and video, entry instructions, presenter operation, and the overall flow of the event.

Especially in webinars hosted by companies, speakers and participants may not be accustomed to the format, so it's important for the organizers to understand in advance "where problems are likely to occur."

Common problems with webinars include the following:

Audio trouble
Video/screen sharing problems
Participant entry/viewing problems
Technical problems on the presenter's side
Problems with progress and time management

Now, let's take a closer look at each of them.

Audio trouble

In webinars, the most important thing to avoid is audio problems such as the speaker's voice being inaudible, the sound cutting out, or the voice sounding doubled.

Even if the video is somewhat distorted, the content may still be conveyed, but if the audio is difficult to hear, participants will not be able to understand the content.

The main causes of audio problems are as follows:

The speaker's microphone is muted.
A different microphone is selected on the computer.
The earphones and headsets connect to different destinations.
Another app is occupying the microphone.
The browser or app does not have permission to use the microphone.
The speaker's internet connection is unstable.
The venue microphone and the audio for the live stream are not properly connected.

Especially when there are multiple speakers, not everyone will necessarily be speaking in the same environment.

When speakers are presenting from the venue, from other locations, and from their homes, differences in volume and how well the sound is heard are likely to occur.

Video/screen sharing problems

Problems with video and screen sharing can include issues such as the camera not displaying, documents not showing up, the wrong screen being shared, and interrupted video playback.

Even if your presentation materials are complete, they won't reach the participants if you can't share them during the actual presentation. The main causes of video and screen sharing problems are as follows:

The camera is open in another app.
The browser or streaming app does not have permission to use the camera.
You are sharing the wrong screen or window.
The presenter does not have permission to share their screen.
No one has been assigned to share the documents.
Videos and large files are putting a strain on the network and the device.
Screen recording permissions on the Mac and sharing permissions on the browser side are not set.

Displaying video and documents is an area where problems are likely to occur during the actual event if permission and device settings are not checked properly.

In corporate webinars, it's common for the moderator, speakers, and event organizers to participate using separate devices.

If your materials include videos or audio, it's crucial to ensure they play back and are confirmed to be the same environment as the actual presentation.

Participant entry/viewing problems

Participants may encounter problems such as not knowing the URL, being unable to enter the room, the passcode not working, being stuck on the pre-start waiting screen, or being unable to view the content properly on their smartphones.

Even a small lack of information from the organizer's perspective can be a reason for participants to give up on watching.

The main causes of participant entry and viewing problems are as follows:

The URL in the notification email is difficult to find.
The registration confirmation email is in my spam folder.
The explanation of the passcode and participation requirements is insufficient.
The waiting screen before the start time is not provided.
They haven't specified which browsers or apps can be used to view the content.
Unable to access due to restrictions on the company network.
No contact information is provided.

The information provided to participants should be easy to understand and read before the event, so they can easily find their way around.

The invitation email should include the participation URL, start time, entry time, recommended browser, whether it's compatible with smartphones, troubleshooting steps for sound issues, and contact information.

Technical problems on the presenter's side

The technical difficulties experienced by presenters are not solely due to their unfamiliarity with the system.

In many cases, this is caused by insufficient prior role assignment or rehearsal.

Many situations that can arise during a presentation, such as presenters being unable to share their screens, not knowing how to unmute themselves, or struggling to switch between presentation materials, can be prevented through rehearsals.

The following are some of the problems that are likely to occur on the presenter's side:

I don't know where to unmute.
I accidentally turned the camera on and off.
I'm not familiar with screen sharing.
Share the wrong documents
I don't understand the flow of the Q&A session.
I started talking at an unexpected time.
The permission settings for co-hosts and panelists are incorrect.

It is important to have the speakers rehearse using the tools, materials, and schedule they will be using on the day of the event.

Problems with progress and time management

Problems with the progress and time management can manifest as delays in connection checks and audio adjustments, speakers exceeding their scheduled time, lengthy Q&A sessions, and interruptions during document changes.

Even small delays, when accumulated, can affect the completion time and participant satisfaction.

To ensure smooth progress, it's important to define not only the script, but also the roles and procedures for each person in charge.

Causes of problems during webinars

Even though webinar problems may seem to occur suddenly, many stem from insufficient preparation.

The main causes of problems during webinars are as follows:

Because we didn't have enough rehearsals beforehand.
Because I consider the equipment and the streaming environment separately.
Because the division of roles for the day is unclear.
Because the presenters did not adequately check their environment.

Now, let's take a closer look at each of them.

Because we didn't have enough rehearsals beforehand.

The reason why problems such as no sound, no display of materials, and presenters being unable to participate occur during an actual webinar is that the process hasn't been tested beforehand using the same procedures as the actual event.

A brief connection check is insufficient to fully verify the entire process, including pre-show waiting, speaker entry, document sharing, Q&A session, recording start, and post-show saving.

During rehearsals, it's important not only to check if the video works and the audio works, but also to ensure that everything is done in the same order as in the actual performance.

Especially in corporate webinars, the presenter, moderator, streaming manager, and participant support staff may be in different locations.

Everyone should not just check their own actions, but also ensure that the entire process proceeds smoothly without any problems.

Because I consider the equipment and the streaming environment separately.

Even if the camera, microphone, lighting, streaming PC, venue network, and streaming tools are all functioning correctly individually, this does not guarantee that the entire live stream will be stable.

The following are the things we would like you to check regarding the equipment and streaming environment:

Is the microphone audio being properly picked up by the streamer?
Is the camera feed being sent correctly to the streaming screen?
Does the video freeze when displaying documents or videos?
Can the venue's network handle the load during the actual event?
Do you have backup lines or equipment?
Are there any problems with the combination of streaming PC, conversion device, and streaming tool?
Will the video and audio be correctly preserved in the recorded data?

In webinars, a single setting change can affect the entire process.

Let's check the equipment, streaming tools, and network connection all together.

Because the division of roles for the day is unclear.

If the moderator is responsible for managing the webinar, controlling the stream, handling chats, supporting speakers, and troubleshooting on the day of the event, the entire process is likely to grind to a halt if even one problem occurs.

Especially at events with a large number of participants, or B2B/B2C corporate events, it's important to divide responsibilities because inquiries from participants and confirmations of speakers tend to occur simultaneously.

By dividing the roles, it becomes less confusing when a problem arises and you don't have to wonder who should check it.

In addition to defining the names of those responsible, you should also specify their decision-making authority.

Because the presenters did not adequately check their environment.

When speakers participate from outside the company, from their homes, or from a different venue, the organizers' preparations alone are insufficient.

Each speaker has a different level of familiarity with the computers, microphones, cameras, internet connections, browsers, and streaming tools they will be using.

Therefore, even if the organizers have a suitable streaming environment, the broadcast may stop during the event due to issues with the presenters' environment.

It is safer to conduct individual speaker checks separately from the organizer's rehearsal.

Especially when external lecturers or guest speakers are participating, prepare assuming they may not be familiar with the streaming tools.

Measures to prevent problems during webinars

Webinar problems aren't always caused by equipment malfunctions.

Especially when hosting a webinar as a company, it's crucial to create a clear and easy-to-follow flow for participants while simultaneously providing an environment where speakers can speak comfortably.

Measures to prevent problems in webinars can be considered in the following two categories.

Pre-emptive measures
Day-of measures

Now, let's take a closer look at each of them.

Pre-emptive measures

For preventative measures, simply checking microphones and cameras individually is insufficient.

Here are some things you should check before attending the webinar:

Test audio, video, and document sharing in the same way as in the actual production environment.
Check the venue and the speakers' streaming environment.
Make the process of getting involved easy to understand.
Determine emergency response procedures.
Decide how to save recordings and archives.
Let's clarify the conditions for paid events and sponsored events.

The following sections will provide a detailed explanation of preventative measures.

Test audio, video, and document sharing in the same way as in the actual production environment.

During rehearsals, make sure to check not only whether the microphones work and the cameras are functioning, but also to go through the entire sequence of events in the same order as the actual performance.

Checking everything beforehand, from waiting before the start, the moderator's greeting, switching between speakers, sharing materials, Q&A, starting the recording, and saving it afterward, can reduce the chances of problems during the actual event.

Rehearsals are most effective when they include not only the person in charge, but also the moderator, speakers, streaming staff, and participant support staff.

In webinars in particular, audio problems directly impact participant satisfaction.

Even if the video is somewhat distorted, the content may still be conveyed, but if the audio is difficult to hear, participants will not be able to understand the content.

Before the actual event, make sure to check not only how the organizers' screens look, but also how the audio sounds to the participants.

Check the venue and the speakers' streaming environment.

Whether the event is streamed from the venue or the speakers participate from their homes or other locations, it's crucial to verify everything using the same location, device, and internet connection as the actual event, whenever possible.

Even if there were no problems with the previous webinar, changes in the venue, speakers, materials, or delivery format may not guarantee the same level of stability.

For example, even if the venue's microphones are working, the audio may not be input to the streaming tool, or the presenter's camera may be working, but the video may become sluggish as soon as they start sharing materials.

The venue and the speakers' environments should not be considered separately, but rather as part of the overall streaming configuration.

At LIFE.14, we provide comprehensive technical support, including arranging online streaming, sound, filming, and simultaneous interpretation equipment.

If you have any concerns during the preparation stage, we can also provide advice on webinar management.

Please feel free to contact us first.

Make the process of getting involved easy to understand.

To ensure participants can easily enter the room without getting lost, make sure the information in the guidance email and the application completion screen is clear and easy to understand.

Webinar entry problems aren't just due to incorrect URLs; they also occur when participants aren't informed which link to open, whether an app is required, or whether they can view the webinar on a smartphone.

The following is information we would like to share with participants:

Participation URL
Start time and time when you can enter the room
Required apps and recommended browsers for participation
How to check your passcode and registered email address
Availability of viewing on smartphones
How to troubleshoot if there is no sound
Contact information if you are unable to enter

It's important that the instructions for participants are clear enough for even those who are seeing them for the first time on the day of the event to understand the participation procedure.

Additionally, in corporate webinars, participants may be unable to view the content due to restrictions on their company's internal network. Therefore, it's advisable to prepare instructions for a viewing test and contact information in advance.

Determine emergency response procedures.

Webinars can sometimes experience problems such as disconnections, presenters being unable to join, materials not being displayed, or recording not starting.

It is important to designate a person in advance to make decisions about alternative measures, rather than having to figure things out on the spot during an emergency.

Emergency response plans should include not only what to do if the live stream stops, but also recordings and participant guidance.

For paid webinars and events involving sponsoring companies, decisions regarding alternative dates, recording distribution, and refunds are also involved.

For matters that cannot be decided solely by the on-site staff, establishing decision-making criteria in advance by the organizers will make it easier to provide consistent explanations on the day of the event.

Decide how to save recordings and archives.

If you want to share a webinar with participants or within your company at a later date, you need to check not only that the stream is visible, but also that the recording is properly saved.

If you forget to start recording, don't know where to save it, there's no audio, or the sharing settings are incorrect, you won't be able to create an archive later.

The items I would like to confirm regarding recording and archiving are as follows:

Who confirms the start of the recording?
Where to save the recorded data
Are the video and audio recordings correct?
How much information should be shared with participants?
Should we separate data for internal sharing from data for external access?
How to handle publication deadlines and access restrictions?
Who will review the sections that need editing?

Don't just check the recording after it's been streamed; record a short clip during the rehearsal stage and review it there.

In particular, the handling of presenters' faces, materials, audio, chat, and Q&A sessions will vary depending on the scope of public access.

Regarding rights and the scope of disclosure, each company needs to confirm these details with their respective partners.

Don't leave everything to the streaming company; organizers should designate a person responsible for verification and decision-making.

Let's clarify the conditions for paid events and sponsored events.

If a webinar experiences a delivery problem, misunderstandings may arise among participants, co-sponsoring companies, supporting companies, and speakers.

Especially for paid events, it's crucial to decide in advance how refunds, recordings, and rescheduling will be handled.

Contract terms will vary depending on the event content and sales format, so each company should conduct legal checks.

It is important for the organizers to establish a clear policy beforehand regarding how to respond to contractual terms, rather than making on-site decisions.

If a clear policy is established, it becomes easier for the broadcasting team, administrative staff, public relations, and sales team to provide the same explanation if problems arise on the day of the event.

Day-of measures

On the day of the event, the goal shouldn't be solely to eliminate all problems, but rather to create a system that prevents the entire event from shutting down even if issues arise.

By separating the responsibilities of progress management, technical aspects, speaker support, and participant support, one problem is less likely to affect the entire event.

The measures we would like to take on the day are as follows:

Divide the roles into moderation, technical support, and speaker support.
Separate the contact points for participant support.
Prepare alternative means.

The following sections will explain how to prepare for the day of the event.

Divide the roles into moderation, technical support, and speaker support.

When the moderator is responsible for managing the live stream, checking the audio, assisting speakers, and supporting participants while simultaneously running the event, it becomes more likely to shut down if a problem arises.

For corporate webinars, it's safer to have separate roles for moderator and technical staff.

By dividing the roles, if a speaker's audio becomes distorted, the moderator can continue the proceedings while the technical staff can pinpoint the cause.

Additionally, having a presenter support person in place makes it less likely for the event to be interrupted if external speakers or guests encounter difficulties with the system.

For speakers, be sure to confirm their entry time, name display, unmuting, screen sharing, and the Q&A flow not only in advance but also again immediately before the event.

Separate the contact points for participant support.

The period immediately before and after the start of the event is a time when inquiries from participants tend to concentrate.

When the moderator or streaming staff receive inquiries such as "I can't enter the room," "There's no sound," "I don't know the URL," or "The materials aren't displaying," it delays the progress of the event and the operation of the streaming service.

Having a separate contact point for participant support, distinct from the live stream management, helps ensure a more stable flow during the event.

Also, let's separate the handling of questions about the lecture content from the handling of technical inquiries such as those related to entering the room or audio.

Having a system in place where a Q&A staff member handles questions about the lecture content, and a participant support staff member handles issues with entering the room or audio quality, helps prevent important questions from getting lost in the shuffle.

Prepare alternative means.

Even if equipment or network problems occur during the actual event, having alternative solutions can minimize the impact.

In webinars, it's important not to rely too heavily on a single PC, a single internet connection, or a single person in charge.

Not only should you prepare alternative solutions, but you should also decide who will switch over and when.

For example, if the streaming PC stops working, you could switch to a backup PC; if the presenter's internet connection is unstable, you could switch to audio only; and if it becomes difficult to continue the live stream, you could switch to distributing a recorded video.

Having these criteria in mind will make it easier to explain things during the actual presentation.

For a webinar to run smoothly, both preparation to prevent problems from occurring and preparation to keep it running even if problems do occur are essential.

To prevent problems during a webinar, it's crucial to check the audio, video, and streaming settings together!

Webinar problems aren't always caused by just one issue: the microphone, camera, internet connection, or streaming tool.

In reality, audio, video, document sharing, distribution destinations, presenters' devices, venue network connections, recording settings, and participant entry routes are all interconnected, so a single oversight can affect the entire event.

For example, even if the microphone itself is working, if a different input is selected in the streaming tool, the participants will not hear your voice.

Even if the camera is working, the screen may freeze the moment you start sharing documents or playing a video.

Even if recording has started, if no audio is recorded, it will be difficult to use it as an archive.

Checking the audio, video, and streaming together in the same way as the actual event, rather than checking them separately, leads to more stable webinar operation.

Corporate events and sponsored events, in particular, tend to have a large number of stakeholders, including speakers, participants, sponsoring companies, and organizers.

If external speakers are participating or simultaneous interpretation is required, the design must include the speakers' device environments and the flow of audio.

To ensure a smooth webinar, it's crucial not only to aim for complete problem elimination, but also to be prepared to prevent the entire event from shutting down even if problems occur.

At LIFE.14, we provide technical support for corporate events and international conferences, including the arrangement of audio, video, online streaming, photography, and simultaneous interpretation equipment.

If you have any concerns about the audio, video, or streaming system for your webinar, please consult with LIFE.14 from the planning stage.

LIFE.14 Webinar Examples

LIFE.14 was in charge of filming and streaming the St. Gallen Symposium 50th Anniversary event.

At this event, two of the three guest speakers participated from the venue, while one participated via Zoom.

We set up large monitors next to the guests attending in person at the venue, creating the illusion that remote guests were also present.

These measures made it easier for both in-person attendees and online viewers to understand the speakers' expressions and the flow of the discussion during the broadcast.

In webinars, you need to consider not only how to operate the streaming tools, but also what to show to in-person attendees, what video to deliver to online viewers, and how to capture the speakers' audio.

For example, a camera that only shows the entire venue makes it difficult to convey the speakers' expressions, and close-ups of the speakers alone do not convey the atmosphere of the venue.

By combining multiple cameras and switching between video feeds, you can create a screen that makes it easy for viewers to follow the content.

Furthermore, if there are remote presenters, it is important to consider how to display their online video feeds at the venue.

By displaying the presenters participating via Zoom on a large monitor at the venue, both the presenters and participants at the venue can proceed while seeing each other's expressions.

Instead of treating the in-person and online events separately, a design is needed that connects them as a single event.

For a successful webinar, a system is essential that allows for the integrated checking of cameras, audio, video switching, venue monitors, presenter support, and rehearsals.

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Webinar problems can be prevented with proper preparation! If you're worried, consult a professional.

Audio, video, entry, screen sharing, recording, and scheduling problems that can occur during webinars can be minimized with proper preparation before the event.

Especially for B2B and B2C events hosted by companies and organizations, it's crucial to create an environment that is not only easy for participants to see and hear, but also allows speakers to speak without hesitation.

Furthermore, for events involving live streaming from the venue, hybrid formats, participation of external speakers, simultaneous interpretation, and sponsorship from partner companies, it's crucial to consider audio, video, and streaming as a single technical design rather than treating them separately.

At LIFE.14, we provide technical support for corporate events and international conferences, including online streaming, sound, photography, and simultaneous interpretation equipment.

If you have any concerns about running a webinar, please feel free to consult with LIFE.14 from the planning stage.