FWD50 Virtual Event Tech Support

I can’t log into the event

How do I get access to the virtual FWD50 event?

Have you purchased a ticket? If you have not purchased your ticket yet, you can do so here.

If you have purchased your ticket, you should have received an email with the subject line “Your login details for FWD50”. This email will contain a link to access the event platform as well as your login information: User email and Registration ID.

OR

Go directly to https://conf.fwd50.com and enter the email address that you used to register for the event.

I never got the access email- what do I do?

You might be encountering one of the following issues: 

  • Check your spam folder for an email with the subject line "Your login details for FWD50 2022"
  • You made a typo in your email address during the registration process. To rectify this, you will have to contact us.
  • Are you sure you completed your registration? If you completed the checkout process, but never filled in our registration questions, your registration status may be incomplete, and therefore, you would not have been imported into our event platform!
    • You can complete your registration by searching your inbox for an email from “support@tito.io” with the subject line “Your FWD50 2022 Confirmation”.
    • In that email click “View Order”.
    • Then click, “Assign your ticket” and complete the registration.
  • None of these seem to be the issue? Contact us: support@fwd50.com

Ok, I have the email, I’m trying to log in, but it’s not working.

If you find yourself on the FWD50 virtual event login page, you will need to enter the following information: your email address and registration ID.

If this is not working, the most likely cause is that your email address is not unique. The platform requires unique email addresses for every event participant. Contact support@fwd50.com to make sure there are no other participants, such as colleagues, using the same email address to gain access to the event. We will issue you new event login credentials. 

Please note that pass sharing is not permitted at FWD50, for a number of reasons including participant security and Code of Conduct enforcement. Do not share your credentials with others or allow someone else to log in as you.

I forgot my password. How do I reset it?

If you have forgotten your password, don’t worry! There are just four simple steps to reset your password. 

Important: if this is your first time logging in and are asked for a Registration ID read the question “How do I get access to the virtual FWD50 event?” instead.

  1. Enter the email address that you have previously logged in with.
  2. Click “Email me a password reset link” and go to your email inbox.
  3. Open the email titled “Reset your [event_name] password” and click on the “reset password” button. The email will have come from noreply@mg.gripcontact.com (check your spam and wait up to 1 minute for the email).
  4. On the page, enter your new password twice and press the “Reset Password” button.
  5. Once you have reset your password, you will be directed to the login page of the platform. Enter your email address and new password to connect.

 

I’m still having technical issues!

What are the technical requirements for participating in the virtual event?

Get the most out of your experience by following these 7 basic recommendations:

  1. Use the right browser: For the best experience, use a browser based on the Chromium open source project. This includes the latest version of the Chrome or Firefox browser. You can use other browsers, but some features of the event (such as networking) may not function correctly. (Note: this is very important to ensure you have the best possible experience with us online). 
  2. Have enough bandwidth: You need at least 500 Kbps of Internet connectivity to view sessions in the lowest available quality (SD 240p). We recommend at least a 10 Mbps connection. You can test your bandwidth any time with Google's Speed Test tool.
  3. Don’t use your VPN: Some organizations use a Virtual Private Network (VPN) to connect to the Internet as well as internal destinations. Disable your VPN if possible to improve network performance.
  4. Make sure your firewall allows our platform: This is a good reason to log in and test the platform beforehand! Here are the tools we’re using:
  5. Plug in when possible: If you can, we suggest you plug your computer directly into your router with an ethernet cable. Wireless connections such as wifi and bluetooth may reduce video quality or introduce delays when networking with other attendees. 
  6. Use a headset: If you're interacting with others, make sure you have a headset so you don't get feedback from your speakers to your microphone. Please try to mute yourself when not speaking.
  7. Get a fresh start: Quit and update your browser, update your operating system, restart your computer, reboot your router, and close apps you don’t need before joining. Also pause any background sync such as Dropbox, Google Drive, or Box.net. This can have a surprising effect on how quickly your computer runs.

Something is still not working; can you elaborate on the technical requirements?

Here is a more extensive explanation of all system requirements, directly from the websites of some of the tools we’re using for the event. 

Why can’t I join the online networking activities on Wonder.me?

This is a many-to-many networking tool where thousands of people can group into smaller circles around a topic. When you approach others, a video chat will appear for you to meet.

Supported browsers:

Wonder supports all major browsers with the exception of Edge and Opera. On Safari there is the limitation that hosts cannot use the broadcast. So make sure your hosts are not using Safari during the event, if they plan to run a broadcast. 

Recommended:

Chrome (MacOS & Windows)

Firefox (MacOS & Windows)

Tip: Advise your guests to update their browsers before the event. We also support older versions, but some guests are using very archaic versions of their browser. Thus, this will help avoid technical issues for them. 

Supported devices:

Wonder works best on desktop (Laptops, PCs). We also have a lighter mobile version for guests who are not able to join from a desktop device. On mobile devices, all browsers but Chrome on iOS devices are currently supported. 

Why can’t I see the content? 

To watch a session, first, add the session to your calendar. The session should only begin playing at its scheduled time, with the exception of pre-recorded content, which can be played at any time after the session has aired. 

If you are experiencing technical difficulties, please refer to the question "What are the technical requirements for participating in the virtual event?"

Here is a more extensive explanation of all system requirements, directly from the websites of Vimeo and Zoom.

Is the event down, or is it just me?

It’s very possible something has gone wrong! We’re going to be posting tech status updates on our Twitter feed: @fwd50conf. You can also report an issue by tweeting us or contacting support@fwd50.com.

 

I have another question

How do I network on the virtual event platform?

On the Event platform, attendees, speakers and partners can network with one another using Grip’s networking features. By clicking on the “Attendees” option in the side menu bar, you can scroll through a list of all attendees at the event and search them by categories provided at the top. Once you’ve identified someone you find interesting, you can click “show interest” to create a connection. If the other person agrees to connect with you, then both will be matched and a private DM chat will appear. From there, you can request a meeting with that person (book a time in their calendar) or have a live video call with each other at any point during the event. You can accept, postpone or decline meetings if you wish. Additionally, you can schedule meetings with up to 50 people at one time and any meetings accepted will appear in you own personal schedule.

Will videos be available post-event?

Yes, all videos will be made available to attendees on our community platform for watching or rewatching following the event. Attendees will receive an email with instructions on how to access the videos. 

Is the virtual event accessible?

We are working hard to make sure that FWD50 can be accessible and enjoyed by all. Unfortunately, many of the tools needed for online events are still relatively new, and accessibility is inconsistent in the application. We’ve been making workarounds for some of these limitations. Here are the steps we’re taking to make FWD50 as inclusive and accessible as possible:

For the visually impaired: Unfortunately, our event platform does not meet WCAG requirements. We’ve created a separate,  fully accessible document—available upon request—that’s screen-reader friendly, and will provide direct access to all agenda sessions. To request this document, please contact us here.

For the hearing impaired: All content will be available for viewing with simultaneous transcription in English and French. Post-event recordings of all sessions will be made available with a transcription.

What do I do if I experience or witness a Code of Conduct violation?

Contact us immediately! You can email us at Phil Telio: or 514-909-9709 for support.

None of these answer my questions. How do I contact you?

Please email support@fwd50.com.