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Search Tax and Accounting Professionals Learning Center Support Help and Support.

This article applies to:

  • Product: Tax Professionals Learning Center

Troubleshoot a webinar

Issues launching webinar

If you're having issues launching the webcast room for a webinar, try the following.
  • Clear your Cache
    Clear your browser's cache by selecting CTRL+F5.
  • Close any unnecessary tabs or applications.
  • Set up your computer near your internet router or use a wired connection.
  • Make sure you're using a stable internet connection.
  • Avoid using shared routers or Hotspots.
  • If your connection can't handle the load, consider hiding webcams in the webinar.
iOS devices
If you're using an iOS device, enable cookies on Safari:
On a Mac (iOS)
  1. Go to the Safari drop-down menu.
  2. Select
    Preferences
    .
  3. Select
    Privacy
     in the top panel.
  4. Under Block cookies, select
    Never
    .
  5. For increased security, once you have finished the webinar, change the privacy back to
    Always
    .
On an iPhone or iPad
  1. Open your Settings.
  2. Scroll down and select Safari.
  3. Under Privacy & Security, turn off Prevent Cross-Site Tracking and Block All Cookies

Issues sharing content as an instructor

Tunneling effect
When sharing your screen, you may experience a tunneling or infinite window effect. This can happen when the screen or window you are sharing is the live webcast room. Select a different monitor or application window to share to avoid this effect.
Slides are loading slowly
If your slides are loading slowly clear the board.
  1. Go to the 3 dots button at the top right.
  2. Select
    Clear this board
    .
  3. Select
    OK
     to confirm deletion of the board.

Issues with your webcam or microphone

If after activating your webcam or microphone your device is not working trying the following.
Select a different device.
  1. Select the
    Settings
     gear in the top right of the webinar.
  2. Select the dropdown menu and device for your webcam, microphone, and audio output.
  3. If your device doesn’t show, verify that the physical connection between your device and computer are connected.
  4. For Windows 11, check the microphone settings.
    1. Go to Settings, Privacy, then Microphone.
    2. Make sure it says, Microphone access for this device is on" at the top of the window.
    3. If it says it's off, select the
      Change
       button and set it to
      On
      .
  5. For Mac, check the microphone settings.
    1. Go to System Settings, then Sound.
    2. Select the INPUT tab. Make sure your devices is selected.
    3. Select the OUTPUT tab. Make sure your device is selected.
    4. If you don't see the device, it's either not connected or not recognized by your computer.
Enable pop-ups in your browser
Chrome
  1. In the URL or address bar select the
    Lock
    icon on the left.
  2. Make sure the
    Camera
     and
    Microphone
     are set to
    Allow
    .
  3. Select the
    Lock
     icon to close the pop up.
  4. Refresh your browser window by either hitting F5 or CTRL+R.
Firefox
  1. In the URL or address bar select the
    Microphone
     and
    Camera
     icons on the left.
  2. Select the
    X
     next to each device.
  3. Refresh your browser window by either hitting F5 or CTRL+R.
  4. Select
    Allow
     in the Firefox permission pop-up.
Check your operating system settings
Windows 10
  1. Select the
    Start
     (Windows icon) button in the bottom left of the desktop.
  2. Select
    Settings
    , then
    Privacy
    .
  3. Scroll through the list on the left to find and select
    Camera
     .
  4. Under
    Allow Device To Access Camera
    select the
    Change
     button and make sure it's switched to
    ON
    .
  5. Under
    Allow Apps To Access Your Camera
    make sure it's turned on.
  6. On the left, find and select
    Microphone
    .
  7. Under
    Allow Device To Access your Microphone
    select the
    Change
     button and make sure it's switched to
    ON
    .
  8. Under
    Allow Apps To Access Your Microphone
     make sure it's turned on.
  9. Close and reopen your internet browser.
MacOS
  1. Go to
    System Preferences
    .
  2. Select
    Security & Privacy
    .
  3. Select the
    Privacy
    tab.
  4. Scroll through the list on the left and find and select
    Camera
     .
  5. Check the field for your browser in
    Allow the apps below to access your camera
    .
  6. On the left, find and select
    Microphone
    .
  7. Check the field for your browser in
    Allow the apps below to access your microphone
    .
  8. You will be prompted to quit your browser. Select
    Quit Now
    .
Close other applications that may be using your microphone or webcam
If you are using another program that uses your webcam or microphone, such as Skype or Zoom, close those applications and refresh the webinar.
If you don't have an active application running, restart your computer.
Check your internet security
If you are using an internet security suite, such as AVG, Bitdefender, eset, or Kaspersky, it can be blocking your webcam or microphone.
Review your webcam and microphone access the security app.