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Technical Troubleshooting Guide​

• ​​​​​​​WBC App Assistance​

  I don’t know my login information for either the WBC Connect web or mobile app. Can you help?

  
  

  Your username is the email address you used when registering for the meeting.
  

  Your password is your Registration Number found in the Orientation email WBC sent you on September 14, 2020. It is also the same as the Order Number that you received in your registration confirmation email. (If you registered after September 14, your orientation email was sent very shortly after you registered).

  If you still can’t locate your information, please contact the WBC Virtual Help Desk​ for assistance.

• ​Technical Issues

  The following troubleshooting tips can help solve the majority of technical issues faced by attendees.​

  
  

  Poor audio quality (ex: if you can't hear anything, your audio drops or audio is choppy):

  • ​Use a handset to connect. Avoid using speakerphones.
  • On a computer, laptop, iP​ad or table using WiFi, check to see t​hat enough internet bandwidth is available by going to www.speedtest.net​ and pressing "Go". If the test shows that you have low bandwidth then you may want to use a device with a different data plan, such as a phone, or go to a location that has a stronger or more reliable internet connection.
  • On a mobile phone, try switching between Wi-Fi and your data plan to see if one works better than the other (based on your data usage plan).
  • Call into the Zoom meeting via your phone. Some Zoom sessions will offer the option to "join using telephone" when entering a meeting. Simply click this and follow the prompts. If you do not have that option, try using another device.

  
  

  Poor Visual Quality:

  • Close out of other applications before joining the event.
  • Close out of the Zoom session and rejoin from a new browser window.
  • On a computer, laptop, iPad or tablet using Wi-Fi, check to see that enough internet bandwidth is available by going to www.speedtest.net​ and pressing “Go”. If the test shows that you have low bandwidth then you may want to use a device with a different data plan, such as a phone, or go to a location that has a stronger or more reliable internet connection.
  • On a mobile phone, try switching between Wi-Fi and your data plan to see if one works better than the other (ensure the usage of data meets the restrictions under your personal data plan)​.

  
  

  Unable to Connect to Sessions or Meeting Page:

  • Try a different device.
  • Test your computer and internet connection here (https://zoom.us/test​).
  • If you click on the link to the session and nothing happens, ensure you’re closed out of other applications. If you are using multiple screens, ensure that there is not a prompt on one of your other screens/apps that requires action.

  
  

  If you still can’t locate your information, please contact the WBC Virtual Help Desk​ for assistance.

  
  
• Attendee Technical Help Contacts​

  I’ve tried all of the troubleshooting tips, but I’m still having problems. How can I get someone to help me during the meeting?

  
  

  Email

  We will be monitoring our Virtual ​Help Desk email from September 14^th - October 8^th during select hours of the meeting days. Please contact us with your concerns at wbc@scisoc.org

  
  

  Telephone

  We will be monitoring our phone line for live assistance during scheduled WBC Connect 2020 programming. Please call us with your concerns at +1 (651) 994-3846 during the following times.

  • Monday, September 14^th – Thursday, September 17^th, from 9:00 AM – 3:00 PM CDT (GMT – 05:00)
  • Friday, September 18^th, from 11:00 AM – 7:00 PM CDT (GMT – 05:00)
  • Saturday, September 19^th, from 8:00 AM – 3:00 PM CDT (GMT – 05:00)
  • Tuesday, September 22^nd, from 8:30 AM – 2:30 PM CDT (GMT – 05:00)
  • Thursday, September 24^th, from 10:00 AM – 6:00 PM CDT (GMT – 05:00)
  • Tuesday, September 29^th, from 8:30 AM – 2:30 PM CDT (GMT – 05:00)
  • Thursday, October 1^st, from 10:00 AM – 5:00 PM CDT (GMT – 05:00)
  • Tuesday, October 6^th, from 8:30 AM – 2:30 PM CDT (GMT – 05:00)
  • Tuesday, October 8^th, from 9:30 AM – 5:00 PM CDT (GMT – 05:00)

  
  
  

  ​If we are busy helping someone else when you call, feel free to leave a voicemail with all of the digits required to reach you when dialing out of the United States, or email us​​instead.​

  
  

Additional Questions?

In the event we have not answered your questions, please contact the WBC Virtual Help Desk​ for assistance.