This article provides troubleshooting steps for issues experienced on Splash Studio.

On this page:

Screen-Sharing

Problem: I can’t share my screen.

Solution: Enable screen recording permissions using the instructions below.

If you're using an Apple device, use the steps below to enable screen recording:

1. Open up System Preferences on your Apple device.
2. Select Privacy & Security.
3. Scroll down until you find Screen Recording and select it.
4. Your web browser should be checked. If it is not checked, select the lock on the bottom left-hand side of your window to make changes - this will require you to enter your password.
5. Check the box next to your web browser and select the lock again to save.
6. Close your browser.
7. Re-open your browser.

Problem: I see an endless window/mirror effect when screen-sharing. 

Solution: Don't screen-share the window or tab where the hosting link lives.

Instead, choose to share a separate window or application on your device.

As a best practice, use a dual-monitor setup when sharing your screen. With dual-monitors, you will use one monitor to share your presentation materials, and one monitor to host your Splash Studio event.

Problem: My video tile is blocking the lower-right corner of my screen-share.

Solution: Turn off your webcam when screen-sharing or designate a Presenter as the official "screen-sharer."

The Presenter can share their screen and hide their video — keeping the presentation completely visible. This Presenter needs to be “On-Stage” but their video won't display.

Engagement Tools

Problem: I accidentally blocked access to my microphone and camera.

Solution: Follow the steps below to grant Splash Studio access to your microphone and camera.

Chrome:

1. Select the SSL lock icon on your address bar. 
2. Select the dropdown to the right of Camera and Microphone.
3. Change permissions to Allow.
4. For both the microphone and camera permissions be sure that both say Allow.
5. Once you complete this step, your browser may require you to refresh or quit the browser for the changes to take effect.

Firefox:

1. Select Firefox > Preferences to open your browser preferences.
2. Select Privacy & Security from the left menu.
3. Select Permissions.
4. Select the Camera option and update the permission to Allow and then Save Changes. Repeat this step for your Microphone option.
5. Once you complete this step, your browser may require you to quit and open for the changes to take place.
   

Problem: I can't stream my video

Solution: Check your video's privacy settings.

If you’re sharing a Vimeo video, you must copy the link from Vimeo’s Share button and not the address bar.

If you’re having trouble streaming another video, make sure to review the video’s privacy settings. The video does not have to be public, but it does have to be visible to anyone who has the link.

Networking Circles

Problem: My event is no longer live.

Solution: Click the “Go Live” button again.

If you ended your session and started networking, then your live event is over. 

If you want to go live again, follow the steps below.

1. Click Return to Virtual Stage (from the Networking Circle page).
2. Click Join Backstage.
3. Click Go Live.
4. Click Stop Networking.
5. Select Stop Networking and Move Attendees to the Virtual Stage.

Attendees will receive a pop-up alerting them to return to the Virtual Stage. If they choose to dismiss the pop-up, they can select the Return to Virtual Stage button in the upper right at any time.

On-Demand Replays

Problem: I published my on-demand replay, but the placeholder text still shows “This event has ended.” 

Solution: From the countdown screen, click "Edit Placeholder" and enter custom text like, "On-demand replay available. Enter your information to watch!"

Hosting

Problem: I'm a host or presenter and cannot access the backstage.

Solution: Ensure that you are using the same email address that was added to the hosting details. 

Within the Hosting Details modal in the Virtual Event Page, the email addresses for all hosts and presenters must be added. The email address added there, and the email address used when entering the Splash Studio event must match to gain access to backstage controls. 

Either confirm with another host what email address was added, or have a host promote you from being an attendee.