Category: FAQ

General questions and solutions to common issues

1. How do I lower the background sound on the platform?
   
   • Click on your name at the top right-hand side, the first item that appears in the drop-down list is “background volume” with a slider to change the volume.

2. I am having browser issues or cannot see other people on the platform
   • Check that your PC set up meets the system requirements.
   • If you meet all the system requirements and are still having trouble, please ask the Help Desk

3. I have audio issues.
   • If you cannot find a solution in the audio issues page, please ask the Help Desk

4. I have problems viewing the sessions.
   • If you cannot find a solution in the how to join a session page, please ask the Help Desk

5. I have issues with the translation.
   1. Text translation features can be made available, but is only at the request of the organisers of the event, and only for the languages they have specified. Please confirm whether translation is enabled for your event and language.
   • If you are still having trouble, please ask the Help Desk

6. I cannot access the portal.
   • If you cannot find a solution in the accessing the platform page, please ask the Help Desk

7. Someone’s avatar is standing in front of me, and has not moved in a long time.
   • They may be inactive, away from their keyboard or in a session. If a person has been inactive for a while, an animation with Z’s will play above their avatar’s head to indicate they are away

8. I have a black screen or my Avatar is invisible.
   • Do you have a VPN on your computer? If so please switch this off. If you can’t, please contact your company’s IT department.
   • Please ensure you are using the latest version of your browser.
   • Check that your PC set up meets the system requirements.
   • If you meet all the system requirements and are still having trouble, please ask the Help Desk

9. My goodie bag/Delegate bag has disappeared.
   • This is a screen scaling issue, your screen needs to both be in full-screen mode and at least 1080 pixels wide. Do not worry, after the event you will receive an email with the full contents of your goodie bag.

10. Video meetings are not working.
    • If you have a VPN on your computer, please switch this off.
    • Or you can’t, please contact your company’s IT department.
    • If that does not work, and you cannot find a solution in the video chat FAQ page, please ask the Help Desk

11. We can not see each other but we can hear one another in a booth
    • Our platform world exists over multiple servers, it is possible you are not connected to the same server and as a result, will not be able to see one another at this time. If you are in a voice chat and look in the top left corner you will be able to see a list of everyone in the voice chat.
    • If you both enter a meeting room, you will be able to video chat with each other.

12. My PC is overheating.
    • Check that your system meets the minimum requirements. 
    • Check that there are no background processes running that are taking up your processing power. Right-click on the taskbar where the windows key is located and navigate to the task manager. Once launched, check the more details tab to check if you have programs using up too many resources. Close all unnecessary programs.
    • Alternatively, please contact your company’s IT department, or ask the Help Desk

13. Can I download my chats?
    • No, you can copy and paste them into your notepad on your PC, but due to GDPR regulations in the EU we can not send you a copy of your chats.

14. The Messaging Service is slow
    • The server could be under a high load, if this persists please contact your IT department, or ask the Help Desk

15. I am having performance issues on the platform and my character can’t move.
    • Windows or some device drivers may require an update.
    • Check your computer meets the minimum requirements to run the platform. If it is close to the minimum, please close all unnecessary processes and try again.

16.  How much does it cost?
    • Cost varies with which package and add-ons you choose. You can go to our pricing page for an estimated cost.

17. Does Slidefair work in my country?
    • As Slifedair is a virtual platform, it is accessible globally. However, depending on where the server hosting your event is located, you may experience delays, depending on how internet traffic in your country is regulated, and the geographical distance between you and the event server.
    • If organisers can provide Slidefair with the general geographical location and number of users at these locations, it is easier to plan, prepare and ensure sufficient server space for the attendee’s locations.

18. Can I log in to the platform from 2 devices at the same time?
    • No, you can only log in from one device at a time using your credentials.
    • Please do not share your login details with others, this can cause conflict issues for you that are not always easily resolved. This can lead to you missing sessions and networking opportunities.

19. I have tried the other steps suggested in the FAQs and still have a problem.
    • Please click on the “Help” button in the top menu on the right to be put in contact with a technician.

1. How is my personal data protected?
   • Slidefair is GDPR compliant. All data we store is always anonymous, and no personal data will be shared or used for other purposes. This is why we will never display email or phone contact information, not even on your digital business card. However, information sharing between attendees is in their own hands.

2. Where can I find the terms and conditions and other legal documentation for the Slidefair platform?
   • Please take a look at our General terms & conditions page
   • Please take a look at our Content policy page
   • Please take a look at our GDPR page
   • Please take a look at our Sub-processors page

1. What is the difference between Chat and Messages?
   • Messages can be used to send Direct Messages to anyone on the platform, either by clicking on their avatar or searching for them in the list of attendees.
   • The chat function is part of the voice chat or video chat area, and only those in the same area will get these messages, so it is a an effective way to hold private group conversations. 

1. Do we use teams?
   • No, Slidefair has an integrated system.

2. Do voice chat areas also have video?
   • No, it is audio only. Unless you are in a meeting room, which has voice chat, video chat and screen sharing functionality.

3. How many people can join a video chat?
   • Six, but for special rooms it can be up to sixteen.

4. Why is my camera not working?
   • If you have Teams or Zoom open, please close them and try again, some windows versions do not allow for multiple camera outputs.
   • Did you allow access to your camera when you logged onto the platform?
   • If you are using an external web camera, is the device properly connected?
     1. Check the USB Port. Unplug the camera and try plugging something else into the port to check the port is working.
     2. Try plugging the camera into a different device to ensure it is working. If you are experiencing problems with it on more than one PC, the issue may be with the webcam.
     3. If you have both built-in and external cameras, ensure the correct one is enabled or set as the default recording device.
     4. Check anti-virus settings. Some anti-virus software can interfere with webcams.
     5. Check webcam drivers are up to date.
   • If you are still having trouble, please click on the “Help” button in the top menu on the right to be put in contact with a technician. You will be able to use voice or video chat, as well as text to communicate.

1. People can not hear me
   • I am not getting any output from the microphone:
     • If your microphone/headset has a mute button, deactivate it.
     • Ensure your microphone/headset is connected to your computer
     • Make sure your hardware device is enabled. 
     • Check that your microphone is set as the default recording device.
     • Did you allow access to your microphone when logging in?
   • Others are having difficulty hearing me
     • Check that your microphone is positioned correctly
     • If you have multiple audio devices, ensure that you have set the correct one as the default
     • Increase your microphone’s volume.
   • If you are still having trouble, please ask at the Help Desk

2. I am having audio issues, or can not hear other people
   • Make sure your hardware device is enabled
   • If you have more than one device, ensure the correct one is set as the default device.
   • Check that the volume on your device is high enough.
   • Did you say allow when checking audio outputs when logging in?
   • If you are still having trouble, please ask at the Help Desk

4. Does voice chat have video?
   • No, voice chat is audio only, unless you are in a meeting room, which has voice chat, video chat and screen sharing functionality.

5. I have tried the steps above, and still have audio issues
   • please contact your IT department or to get in contact with a technician, click on the “Help” button in the top menu on the right.

1. Do I need special software to run Slidefair?
   • No, the only software requirement is an internet browser.

2. Which Browsers can I use? 
   • We currently support Google Chrome, Mozilla Firefox or Microsoft Edge.

3. How good does my internet have to be?
   • A 4MB up/down connection speed is enough, however for a more stable experience, we recommend a wired connection.

4. Do I need a powerful PC to run the platform?
   • No, any laptop or PC that meets the minimum system requirements of an i5 processor and 8GB RAM or more is enough.

5. Do I need a separate webcam or microphone?
   • You can use the built-in microphone and camera on your laptop or external ones.
   • A headset with a microphone will improve your user experience, but is not specifically required.
   • For more information, please see the audio and video chat FAQ pages.

6. Can I use a VPN with Slidefair?
   • For the best experience, we do not advise using Slidefair through a VPN, because this can greatly increase latency, and some features may be blocked.

7. Does the platform still work if my company has a firewall?
   • In our experience, most company firewalls do not block the platform unless they are particularly extensive. If you are concerned that this may be a problem, we advise logging onto the platform the day before the event to test if the platform functions correctly.
   • If you experience problems accessing the platform, please speak to your company technician about allowing access to the platform or use a private device.

8. I am experiencing performance issues on the platform and my avatar can’t move.
   • Windows or some device drivers may require an update.
   • Check your computer meets the minimum system requirements to run the platform. If it is close to the minimum, please close all unnecessary processes and try again.
   • Pay special attention to other heavy programs that may be open on your device. Please close any other programs running on your device if possible.
   • If you have tried all of the above, and are still having trouble, please click on the “Help” button in the top menu on the right to be put in contact with a technician.

1. Can I access the platform via mobile devices?
   • We do not support mobile devices (such as smartphones or tablets). You will need a laptop or PC to access the platform.

2. What Browsers can I use for Slidefair?
   Please use an up-to-date version of Google Chrome, Mozilla Firefox or Microsoft Edge. Although Safari is not supported, the platform will also work on Mac computers.

3. What does my PC need to run Slidefair?
   • Make sure your computer has a camera, a microphone, and a steady LAN or WIFI connection.
   • Also ensure you are not behind a company firewall that blocks incoming connections.
   • Close down any ‘heavy’ applications for tabs you are not using, then make sure to log out of the platform at the end of the day or event.
   • For participating in live zoom sessions, access Zoom via your browser or install the latest Zoom Client for meetings.

4. Plenary, Special Sessions and Tech Talks via ZOOM.
   • Plenary, Special Sessions and Tech Talks are accessed via Zoom. You can run Zoom in the web browser. However, we advise that attendees run the installed version of Zoom for the best experience. When you click on a Zoom link in Slidefair by default, Zoom will ask you to open the app

1. I can’t see the live sessions
   • It is not possible to join a session before it has started
   • If it has started and you cannot access it: please ask at the Help Desk

2. I click on the screen, but the video does not open. 
   • The pop-up-blocker in your web browser may be preventing it from opening, please disable it.

3. I don’t know how to join a session?
   • Click the “Programme” tab in the top menu and you’ll be able to join from there or “go to” the conference Hall with your avatar.

4. How can I see the programme?
   • You can find the agenda or programme by clicking “Programme” from the left side of the menu along the top of the screen.

5. I missed a session – how can I access the Video on Demand (VoD)?
   • Either walk to one of the VoD stations usually located in the Entrance or Exhibit Halls, or open the “Programme” tab in the top menu and click the link to view the video under the session information.
   • Please note it may take some time after the session before the VoD is available.
   • Please note that VoD is not available for every event, as it is dependent on the wishes of the organisers.

6. I am a speaker and I don’t know where my session is.
   • The organisers should have issued you with a link to the session you are speaking in. Please try to log in on the link at least 15mins (or the agreed-upon time from the event organisers) before the start of your session.
   • If you are still having trouble, please ask at the Help Desk

7. Are translations available?
   • Text translation features are available, but only implemented at the request of the organisers for their event, and only for the languages, they have specified.

8. The agenda won’t let me into the meeting.
   • Try double-clicking the button to join the meeting.
   • If the button is greyed out, then you can no longer join the session. Please wait until the next one starts to join.
   • It is not possible to join sessions before they start.

9. I walked into the conference hall, but the video does not open.
   • Please check if the pop-up blocker in your web browser is disabled.

10. I am still having trouble after following the steps above
    • Please click on the “Help” button in the top menu on the right to be put in contact with a technician.

1. How do I access brochures?
   • When visiting a booth, move your mouse over a brochure display. Brochures will be highlighted as you do so, and you can click to open them. You can also download them or add them to your goodie bag. Don’t forget to download all your content at the end of the event!

2. How can I view products or company information?
   • When visiting a booth click on the screens and laptops to view all their documentation. You can also download them or add them to your goodie bag. Don’t forget to download all your content at the end of the event!

3. How do I access/view booth videos?
   • Please click on the screens in the booth to watch the videos from exhibitors. You can also view videos full screen by double-clicking on the video. Wall-mounted screens will autoplay their video when you step into the area in front of them demarcated by the white dotted line.

4. How can I contact someone from a booth? 
   • You can use the search tool under the “Attendees & Companies” tab on the right to look for a company name and identify a company representative. From there you can choose to either send a message or collect their business card.

5. How to use the meeting rooms in the Booths? 
   • The meeting rooms for 6 people will start a video conference system automatically once the room has been locked.

6. How do I leave a message on a booth when booth representatives are not present? 
   • You can use the search tool under the “Attendees & Companies” tab on the right to look for a company name, identify one of the company representatives and choose to exchange business cards or direct message them.

7. We can not see each other but we can hear one another.
   • Our platform world exists over multiple servers, so you may not be on the same server. If so, you might not be able to see each other. If you look in the top left corner you will be able to see a list of everyone in the voice chat.

1. How do I exchange business cards?
   • Find a person using the search tool under the “Attendees & Companies” tab on the right.
     
     To collect their business card, click the button to the right of their name, which will add it to your goodie bag. If they are online, there will be two buttons; one for their business card, and the other to send a message.
     

2. What information is available on a digital Business card?
   • All the information that is filled in on your Slidefair profile, the Your Information page when logging in or editing your profile, is visible on your digital business card.