Support and feedback

During a live event

Use the support contact and escalation path included in the event’s production packet. The on-site Producer or Volo Administrator should be the first point of contact for attendee questions.

Before escalating, collect:

• Event and Room names.
• Room GUID.
• Approximate timestamp and time zone.
• Producer email that owns the stream.
• Browser, operating system, and selected audio/video devices.
• Whether audio, captions, translation, or video is affected.
• Screenshot or screen recording of the message.
• Workarounds already attempted.

For a reCap session-summary issue, also collect:

• Whether the completed session transcript is available in Volo.
• The hosted summary URL, if one was provided.
• Whether the issue is a missing summary, incorrect content, or access to the hosted page.

For non-emergency assistance, email support@volo.live if that address is included in your event support plan.

Troubleshoot first

The Troubleshooting guide covers login, missing devices, ingest tests, stream startup, disruption, attendee audio/video, QR links, and transcripts. For the post-event handoff, see Session summaries with reCap.

Report a product issue

A useful report contains:

1. What you expected to happen.
2. What actually happened.
3. The exact steps that reproduce it.
4. Event, Room, environment, and timestamp.
5. Screenshots, recordings, and relevant browser messages.
6. Whether the issue is blocking a live event.

Do not include room access tokens, passwords, one-time passwords, or service credentials in screenshots or public issue trackers.

Suggest a documentation update

Include:

• The page and section that need attention.
• The audience affected: Administrator, Producer, A/V team, or attendee.
• The current behavior in Volo.
• A screenshot or short recording when the interface changed.

Documentation maintainers should verify behavior against the current production application before publishing exact limits or operational guarantees.