Select Page

HOPIN HELP

GUIDES &
TROUBLESHOOTING

This page provides useful guides and tips for using Hopin and troubleshooting any issues you may have:

➤ Accessing the event platform on Hopin
➤ How to use Hopin tutorial video [2:36]
➤ Hopin demo attendee experience video [10:05]
➤ Quick reference technical troubleshooting tips (Mac +PC)
➤ Audio troubleshooting tips
➤ Get to know the platform
➤ Build strong connections at the event

ACCESSING THE PLATFORM

You’ll be able to access Hopin via a magic link. This will be emailed to the address that you used to register for your ticket.

Clicking on the magic link will take you directly into Hopin. If the link is missing or you’re running into any problems, get in touch.

Once you’re on the event platform, you can set up your profile and when the event goes live you’ll be able to watch sessions, take part in the Q&A, visit the showcases and poster exhibitions and most importantly, connect.

Creating your own profile is a great way for other delegates to be able to get in touch. You can also say Hello and introduce yourself in the chat box!

 

ACCESS REQUIREMENTS

Please also be aware that there are a few key details that if you follow, you’ll enjoy the event much more:

Google Chrome is recommended over other browsers, however whichever browser you use, make sure your browser is up to date.
❑ If you get a dip in your connection, some of the speaker videos may disappear, or the sound might go off. In most cases, refreshing the page will fix this.
❑ It’s worth noting that streaming video can be quite intensive for your computer, so consider closing other power or bandwidth-hungry applications whilst you’re attending the event.

CREATE YOUR OWN PROFILE

When you first arrive on the platform, you’ll be asked to create a profile. It’s definitely worth taking a couple of minutes to do this to get the most out of your time at the event, just fill in the fields when prompted.

Make sure you upload a picture too! It’ll make you more memorable to the other delegates, and if you need to connect with someone, your contact details will already be stored, so it will be much easier to make connections. 

How to use Hopin as an attendee
(orientation video)

The video below is a brief guide on how to use Hopin as an attendee:

For a more in-depth tutorial, watch this longer tutorial from [10:05]:

Hopin Test Tool

Hopin have also created a handy tool that uses the same technology as their platform allowing you to set up your camera and microphone if you’d like to check your setup before chatting in the lounges or taking part in the Q&A.

Tech Quick Reference Guide

Troubleshooting Tips

1. **Join from a compatible browser**
Hopin works best on Chrome and Firefox. Pro tip: Make sure your browser is up to date.

2. **Check your internet speed and network**
We recommend a minimum of 5mbps download and 2mbps upload. Ideally, we like to see 30mbps download and 10mbps upload or higher for the best quality – test your speed here.

➤ If you are using a VPN (network) or device provided by your employer, ensure your device can access and share your camera and microphone on.

➤ Ensure you can access the following website domains to use Hopin. You may have to check with your IT department if using a device or network provided by your employer.

➤ For more information about Hopin’s network connectivity settings and setting VPN acccess, click here.

➤ Some antivirus software can block your device from sharing your camera and microphone on Hopin.

3. **Restart your computer**
before joining the event. This ensures that there are no other video applications holding onto audio or video for any reason.

4. **Please use headphones when participating on-screen**
This will help eliminate echo and feedback.

MAC Audio/Video Troubleshooting

**If you lose sound or can’t share your audio/video or screen share, try these steps (in order):**

➤ Refresh your browser
➤ Quit and relaunch your browser
➤ Clear your cache or join from an incognito or private browser window
➤ Ensure your browser’s permissions are granted to have access to your camera and microphone (in Chrome, type into the URL bar: chrome://settings/content)
➤ Ensure your browser has permission to record your screen (open your computer’s System Preferences > Security & Privacy > Screen Recording > find your browser in the list and check the box). Then quit and relaunch your browser
➤ Restart your computer
➤ Join the event in a different browser (e.g.: switch from Chrome to Firefox).

PC Audio/Video Troubleshooting

➤ Refresh your browser
➤ Quit and relaunch your browser
➤ Clear your cache or join from an incognito or private browser window
➤ Ensure your browser’s permissions are granted to have access to your camera and microphone (in Chrome, type into the URL bar: chrome://settings/content)
➤ Restart your computer
➤ Join the event in a different browser (e.g.: switch from Chrome to Firefox).

TROUBLESHOOTING AUDIO

Troubleshooting your browser

1. Restart your computer.
2. Confirm the program’s volume isn’t turned down or muted. When using browsers like Chrome or Firefox, each tab can be muted individually. Right-click a tab to see its status. The option will say “Unmute tab” if it is currently silenced.

Troubleshooting your device

1. First, check to make sure Windows is using the correct device for speaker output by clicking on the speaker icon in the taskbar. (Sometimes Windows can switch an output to a different device, unbeknownst to you.) At the top of the pop-up window, you’ll see the name of the speaker currently in use—e.g., *Speakers (2-Anker PowerConf)*. Click on that name to switch to the proper device, if applicable. If using external speakers, make sure they are powered on.
2. Restart your computer.
3. Check the speaker icon in the taskbar that the audio is not muted and is turned up.
4. Ensure that your computer isn’t muted via hardware, like a dedicated mute button on your laptop or keyboard.
5. Right-click the volume icon and click *Open Volume Mixer*. Make sure all options are on and turned up.
6. Plug headphones in to see if that serves a workaround. When participating in a virtual event, we always recommend using headphones.
7. Right-click the volume icon again and choose *Open Sound settings*. In the window that opens, find *Related Settings*, then click on *Sound Control Panel.* In the *Playback* tab, confirm that your audio device (likely ‘Speakers’) has a green checkmark next to it. Then click *Properties* and make sure that *Use this device* is enabled.

GET TO KNOW THE PLATFORM

You’ll be able to access the conference from 08:00 on the morning of the event, giving you time to have a browse around the different areas, and familiarise yourself with the platform. 

HOW TO NAVIGATE THE PLATFORM

When the event starts, and you enter Hopin, you’ll arrive in the Reception area. In the reception you can see the schedule for the week, which you can filter by area. You can navigate the platform using the icons on the left side of the screen.

BUILD STRONG CONNECTIONS

We know that one of the key things missing from a virtual event experience is the natural networking that happens between sessions, the post-session discussions, and those end of day drinks where we can catch up on the activities of the day! So we have a few suggestions for meeting delegates and making new connections.

CREATE A HOPIN PROFILE

As we’ve said above, this would be our top tip to getting the most out of a virtual event. It’s so simple to set up, just add an image and your details as prompted when you click your magic link. Having your own profile will mean a more engaging, interactive and valuable experience – you can swap details with other delegates in just one click, as well as better represent yourself and the organisation or project you are joining from.

NETWORKING OPPORTUNITIES

There are numerous ways you can connect with other event attendees, and if your profile is already set up, it’ll be easy to share your details too.

NETWORKING

This feature is built into the Hopin profile, and a really fun way to meet conference delegates that you might not meet otherwise. When you enter the Speed-Networking area, you’ll be asked if you’re ‘Ready’ to network, and once you agree you’ll be introduced to other attendees at random for a quick three-minute chat. After this you have the option to share details with the person you’ve just met. 

DIRECT MESSAGING

The Direct Message feature is built into the chat function, you’ll see it as soon as you enter the event. It’s a great way to connect with someone you may have seen present or speak during a session, made some interesting comments in the public chat box, or perhaps you’ve spotted a familiar name whilst scrolling the event attendees. You can send a Direct Message by searching for a name in the ‘People’ tab, and then clicking on their name. From here, you can send a message or invite them to a video call.

DIRECT MESSAGE VIDEO CALLS

The Direct Message feature also offers a Video Call function. You can invite an event attendee to a private video call, and once in there you can then invite three other people (up to 5 in total). This is a great way to create your own breakout room, or post-session conversation.

GET HELP

If you are having issues and have tried the steps above, please contact the events team on team@creativeeconomy.team. If you are able to login to Hopin, the platform for the event, please use the chat function to contact the team.

Thank you.