General Hopin Troubleshooting & FAQ

Common Troubleshooting Questions

In this document we have outlined some of the key questions you ask about using Hopin. If you have additional questions, please view our Hopin Attendee Experience Tutorial video. If all else fails you can contact us via email or whatsapp using the details below, and our dedicated staff will get back to you as soon as possible.

Email to info@carbonmarketinstitute.org

Whatsapp on +61 412 436 649 (sms/text only)

What if I’m having issues accessing or using Hopin?

  • Make sure you are using Chrome, Firefox or Safari.
    • Hold Shift key when pressing the command+R (macOS) or Ctrl+R (Windows) combinations to reload the page without the cache.
    • Refresh the browser, close the browser completely and reopen, or restart your computer.
    • Use an incognito tab or private tab on your browser.
    • Incognito tab (Chrome): (command+Shift+N on macOS) or (Ctrl+Shift+N on Windows)
  • Private tab Firefox: (command+Shift+P for macOS or Ctrl+Shift+P for Windows).
  • On mobile devices the experience will be limited for organisers or Speakers and sufficient for event attendees. In case the mobile device is the only you have, please check to use Safari on iOS and Google Chrome on Android.
  • Go to hopin.com, create a new hopin account and ask the CMI team to re-send registration link.
What if I’m having trouble with my audio or video?

  • If you are in the Main Stage, you cannot share your audio and video.
  • If you are in a session, only the session moderator can control who can share their audio/video.
  • If you are in an exhibition booth, the maximum number of attendees who may have their video and audio on at any one time is 10 people – so this may be at capacity.  You will need to wait until somebody turns off their audio and video in order to turn yours on.

Ensure you have your settings enabled to allow for camera and microphone access. This will usually be in your settings on your device, or towards the top right of the browser near the URL. If you hear yourself echoing, you probably have multiple Hopin windows open. You need to close all of them except one. You also need to make sure you only have one device logged into the event. Sound is controlled by user account, not by device.

How do I invite other attendee(s) to a video call?

Search for the person you wish to contact in the People tab on the right-hand Hopin Panel. Click on their profile, and ‘invite to video chat’. The attendee will receive a direct message letting them know that you’ve invited them to a video call. You will both receive a link to a private session room within Hopin.

The room will allow up to five people to share audio/visual, therefore you may share the link with up to three other people. To include up to five people in the video call, please follow these steps:

  1. Click people tab and search for your first participant.
  2. Click on their profile and click ‘invite to private chat’ button. The invitation and joining link will be sent to that person in a private chat note. Click the link in the chat and go to meting.
  3. Once there, copy the address in the address bar, and paste in private chat of other attendees you wish to invite (or send via email/teams for example).
  4. Other participants need to click/paste link into a new browser tab and will be joined to the chat.

Frequently Asked Questions

Q: What technology do I need?
A: Use a modern browser for the best experience. Hopin recommends Chrome or Firefox. Hopin is NOT compatible with Internet Explorer, Microsoft Edge or Safari. We recommend you check that your default browser is set to Chrome. An internet connection that allows you to participate in a Google Meet or Zoom call should be sufficient for the Hopin platform.

Q: Do I have to download something to run Hopin?
A: No. Hopin runs in your browser.

Q: Is my internet speed fast enough?
A: Check your internet speed. We recommend a minimum of 5mbps download and 2mbps upload. Click
here for a speed test. Ensure no other video applications are holding onto audio or video for any reasons and all other websites are closed for optimal performance.

Q: What’s the difference between Event, Stage, Session and Booth chat?
A: The event chat is for conference-wide discussions. It’s accessible on every page of the platform. The stage, session and booth chats are for discussions during stage, session presentations and inside the booths.

Q: Can I @mention someone in the event chat channels?
A: Users can type the @ symbol and a few characters of an attendee’s first name to highlight that person’s name and profile within the chat stream. The mentioned attendee does not receive a notification.

Q: What is Hopin Networking? What happens when I click the Ready button?
A: Whilst Summit attendees won’t be able to meet someone new in the hallway, they can meet random attendees through one-on-one video networking. When an attendee clicks the ‘Ready’ button they are immediately matched with a random fellow attendee via face-to-face video, similar to chat roulette. Meetings end automatically after three minutes. Attendees can leave at any time.

Q: What does it mean to Connect with another attendee?
A: Networking conversation partners may decide to share contact information by clicking the Connect button. If both parties click ‘Connect’, the pair can find each other’s contact information (email address and social media) via the Connect section of their Hopin account. (Learn more about the Connect feature.)

Q: What happens when I send an attendee a direct message?
A: Attendees can message each other through direct messages. To send a DM, find the person you wish to chat with in the People tab, click their profile photo and send the message. A red dot in the recipient’s People tab and on the envelope icon (top right) will let them know they have a new message.

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