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Troubleshoot Connection Issues
Troubleshoot Connection Issues
Updated over a week ago

If you as a presenter are having connection issues with frequent disconnections. This article will walk you through the most common culprits and how to fix them.

Best Practices:

  • Use a wired connection whenever possible. Connecting via Wi-Fi is not always stable. If possible, move closer to the WIFI router or hotspot.

  • Avoid engaging in tasks that require a significant amount of bandwidth from your internet connection. Like downloads or other meeting tools.

  • Disconnect from any VPN you may be connected to.
    As it will add additional routing time and may degrade your experience.

What Could be Wrong?

If you're having connection-related issues, then your first stop should be the "Troubleshooting & Help" center found via the raft icon on the left-hand nav rail.

Once the center has been opened, we will begin with some important highlights on network stability, and then reveal some real-time network information to assist in troubleshooting a connection.

You can review the "Network Stability" roundtrip time to quickly evaluate how long it takes for your signal to reach us. Or enable TCP Tunneling if you are having persistent issues that stay after troubleshooting steps or a reload:

The “Connection Failed” message appears:

When you see the Connection Failed message, it may be because the settings of your network, browser extensions, or any security devices (such as a proxy, firewall, antivirus software, or VPN) are interfering.

Step 1: Clear browser cache and restart your browser

  • Clear your browser’s cache

  • Restart your browser

    • Chrome: Type in chrome://restart to fully restart your Chrome

    • Microsoft Edge: Type in edge://restart to fully restart your Edge

    • Firefox: Type in about:profiles and then click Restart normally…

  • Open the Presenter Console in a private or Incognito window. If you can connect, the issue may be due to a browser extension. Disable any browser extensions to see if this allows you to connect in a normal browser window.

Step 2: Run a system check:

If using a private or Incognito window does not fix the issue, you need to run a system check to identify the connection issue.

  • Open the Troubleshooting & Help window inside the Presenter Console. Click on the Run System Check button to test your connection.

  • If there are any connection errors, contact your network administrator to make sure the network is properly configured, including proxy, firewall, antivirus, etc. Learn more about network requirements.

Step 3: Disconnect from VPN or disable proxy:

If you are connected to a VPN, try disconnecting from it.

If you have proxy enabled, try disabling proxy:

  • Windows: Control Panel -> Network and Internet -> Internet Options -> Connections -> Lan Settings - Uncheck "Use a Proxy"

  • Mac: System Preferences -> Network -> Advanced -> Proxies - Make sure you have no Proxies enabled

Step 4: Try another device on the same network:

If possible, try from another device on the same network. If you can connect, there may be an issue with your computer, like antivirus software blocking the connection.

Step 5: Try connecting to a different network:

If possible, try to connect to another network and see if this fixes the problem. If you can connect, there may be an issue with the old network. Learn more about network requirements.

Step 6: Collect and send us your Net Logs:

If you’re still having trouble and you are using Google Chrome, collect and send us your Net Logs so we can investigate further.

  • Close all existing tabs

  • Open Chrome and go to the following link: chrome://net-export/.

  • Click Start Logging to Disk.

  • Save the file as PresenterConsoleNetLog.

  • Open the Presenter Console in a new tab

  • Try to connect again as you usually would. When the issue occurs, go back to the chrome://net-export/ tab, and click Stop Logging.

  • Send the PresenterConsoleNetLog file to us via live chat or email to

Presenters are suddenly dropped from presentations

There are no functions to "boot", "kick" or "drop" a presenter from the webinar.
If you receive a notification during the webinar that you've been disconnected.
This is most likely due to something on the networking impeding your ability to communicate with and should be investigated further

Why is “Toggle audio/camera operation timed out” displayed?

The toggle camera/microphone operation can be timeout due to an unstable network


For further assistance, contact us through chat or send us an email at

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