FAQs2022-08-26T08:39:52+00:00

FAQs & Troubleshooting

You’ve got questions about your Confero Cloud solution or you’re encountering a problem? Browse our FAQs and find the answer.
Why have I been disconnected from the meeting?2021-11-17T10:36:39+00:00

Disconnections can occur for various reasons:

  • You have disconnected your webcam and/or headset,
  • Your device has encountered audio or webcam setting issues

Try to join the meeting again from your dashboard and verify your call settings in the meeting portal.

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Why do I see meetings I didn’t create on my dashboard?2022-03-16T15:14:31+00:00

Other Meeting Managers who have access to the same organization as yours can create template meetings, prepared meetings and published meetings. They will all appear on your dashboard, and you will be able to edit them.

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Which browser shall I use to access the Confero Platform?2022-03-02T12:34:24+00:00

The Confero Platform is not compatible with mobile devices and can only be used with either the Google Chrome or Microsoft Edge browser:

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What is the hybrid mode?2021-11-17T10:42:58+00:00

The hybrid mode can be used for chairpersons and delegates who are present in the meeting room and also want to use a physical conferencing unit in combination with the Confero Platform for extended meeting functionalities such as screen sharing, agenda status, chat, etc.

It is possible to log in to the physical unit first and then to the Confero Platform, and vice-versa.

👉 In hybrid mode, the request-to-speak button, webcam, audio and device settings are disabled in the Confero Platform. The physical unit should be used instead.

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Warning message: “The central unit in your room does not have an IP address”2023-01-25T09:38:16+00:00

If the following warning message appears on top of the page:

Missing IP address

Read the following article Room Layout: Edit the Details of a Meeting Room, and provide the correct IP address of the Central Unit.

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The room layout doesn’t fit my meeting2022-03-16T15:13:37+00:00

In case the room layout doesn’t fit your meeting template or your prepared meeting, two possible options are possible to change it:

  • If you can see the Room Layout icon Room Layout Icon in the left panel, it means that you have the rights to edit or create new room layouts. Refer to Televic’s quick start guide “Room Layout and Camera Tracking Configuration” for more information on how to create a new room layout.
  • If you do not have the rights to create a new room layout, contact your administrator who will create one for your meeting.

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The onboarding of a delegate has failed2022-03-16T15:14:02+00:00

The colored indicators in the delegates database give you information about the Confero registration status of the delegates. A red dot Red dot shows that the onboarding has failed because the invitation email could not be sent.

  • Check that you have entered the right email address and that there is no typo. In doubt, try to contact the delegate by phone to verity their email address.
  • The Confero registration link may have expired because the delegate didn’t see the email or because they didn’t register quickly enough. You can send another invitation email: in the delegates database, search for the delegate’s name in the list or via the search bar, click on the More icon More icon and select Resend invitation mail. The delegate will receive another email asking them to register to the Confero platform.

Resend invitation email

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The Gateway doesn’t detect the cameras2022-08-03T07:45:42+00:00

The cameras have been powered on at the same time or after the Gateway. To avoid detection issues, the cameras need to be powered on first. Process as follows:To avoid detection issues, the Gateway needs to be powered on after the cameras. Process as follows:

  1. Power on the cameras and leave them on for a few seconds.
  2. Power on the Gateway.
The camera preview is upside down. How can I turn the image by 180°?2022-05-18T11:24:41+00:00

Verify that your the configuration settings of your camera are correct. Click here and select the model of your camera.

The cam composer freezes2022-08-03T07:45:15+00:00

The cameras have been powered on at the same time or after the Gateway. To avoid detection issues, the cameras need to be powered on first. Process as follows:

  1. Power on the cameras and leave them on for a few seconds.
  2. Power on the Gateway.
My camera or microphone is not working when I join a meeting2021-11-10T13:47:48+00:00
  1. If you are present in the meeting room, verify that you’re not connected in hybrid mode.
  2. If you are participating remotely, verify that your camera and/or microphone are not being used by another application. If so, close the application that is using your camera and/or microphone.
  3. If the icon No camera or No microphone appears in your address bar, click on it and select Always allow https://confero.televic.com to access your camera and microphone. Then press the F5 key or click on refresh to refresh the page.
  4. When joining a Confero meeting, make sure that your camera and headset are properly set: click on Device settings to configure them. You can also proceed to a sound test to verify that your headphones/speakers and microphone are working.
  5. Disconnecting the headset may cause malfunction, make sure it is always connected during the meeting.

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My browser denies me access to the Confero Platform2022-03-02T12:29:50+00:00

The following domain names need to be whitelisted: *.televic.com, *.tokbox.com, *.opentok.com.

For more information on how to change the permission settings of your browser and whitelisting domains, click on the following link:

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Meetings don’t show in my calendar2021-11-10T15:42:33+00:00

You have probably selected the wrong organization:

1. Click profile on the icon Profile icon in to top right corner of your dashboard to access your account settings, then click on Change organization.

Change organization

2. A popup with all the organization you belong to shows up. Click on the organization of your choice.

List of organizations

3. You now have access to the meetings corresponding to the organization of you selected.

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Is it possible to change the email address of a user?2023-01-25T09:37:52+00:00

No, it is not possible to change the email address of a user. In case a user wants has a new email address, it is necessary to create a new user profile and delete the old one. An invitation to register to Confero will be sent to the new address of the user.

The old voting results will stay unchanged and will be available in the meeting reports, but the new voting sessions will be registered to the new user.

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In the Camera Director Configuration page, the screen of the camera preview is black.2022-06-17T13:28:16+00:00
  1. Stop the meeting.
  2. In the Room Layout Configuration page, click on the Camera preset config tab Camera icon.
  3. Select the camera in the list of used cameras in the right panel or on the background image.
  4. In the Camera details panel at the bottom right of the page, click on Edit camera details button.
  5. Enter the correct IP address and/or brand of the camera.
  6. Click on Edit camera button to save the new camera details, then click on Save button 2 to save the edited room layout.
  7. Reboot the Gateway (very important!):
    • Preferred way to reboot: power the device down by pressing the push button on the front panel, wait for 10 seconds and boot the Gateway again by pressing the same push button.
    • If there is no power button on the front panel, use the power switch in the back.
    • After rebooting the Gateway, restart the meeting.

⚠️ Never use the power switch during the startup or when the Gateway is performing an upgrade!

I don’t see my published meetings on the dashboard2022-03-16T15:13:11+00:00
  1. You have probably not selected the right organization when you logged in:
    • Click on your profile icon Profile icon in the top right corner of your dashboard to access your account settings, and click on Change organization.
    • Select the right organization in the dropdown box.
    • Click on Change organization to confirm. You now have access to the meetings corresponding to the organization of your choice.
  2. Check if another Meeting Manager has unpublished or deleted your meeting.

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How do I know if my changes have been saved?2022-03-16T15:14:49+00:00

1. As soon as something has been added/edited in a page, the Save button button on the top right of the page will turn green. Click it to save your changes.

2. When the Save button white button is white, it means that the changes have been saved or that nothing has been edited.

3. If you click on another section of the menu in the left vertical panel by mistake without saving your current configuration, a warning message will pop up and ask you whether you want to stay on the page or discard the changes :

Unsaved changes

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Can you dismiss a participant during an active meeting?2023-01-25T09:42:53+00:00

No, it is not possible to remove a participant during an active meeting. At the moment, the only way to remove a user from a list of participants is to stop the meeting, unpublish it, remove the user, republish the meeting and start it again.

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Can I change the language of the Confero Platform?2022-03-16T15:15:09+00:00

By default, the language of the Confero Platform is the same as the language of your browser.

  • To change the default language of your Chrome browser, click here.
  • To change the default language of your Edge browser, click here.

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