Troubleshooting

Use the symptom closest to what you see. During a live event, keep the room page open and verify changes from a separate attendee device.

Producer cannot sign in

1. Confirm that the Producer is using the /producer/login page, not the Administrator login.
2. Confirm that the email address exactly matches the event invitation.
3. Check spam and message filtering for the one-time password.
4. If the code expired, select Resend code and use the newest message.
5. Ask an Administrator to confirm that the Producer is still assigned to the Event.

Event or room is missing

• Producers see only assigned Events.
• Ask an Administrator to verify the Event Producer assignment.
• Confirm that the URL belongs to the intended Volo environment.

Audio source does not appear

1. Confirm that the interface is connected and powered.
2. Confirm that the operating system recognizes it.
3. Allow microphone access for the Volo site.
4. Close other applications that may hold exclusive access to the device.
5. Reconnect the interface directly to the computer, then refresh the room page.
6. Reselect the source and run Test microphone.

Microphone test is silent or distorted

• Verify that the correct source is selected.
• Check the venue console, interface, and operating-system gain stages.
• Listen at the interface or console to isolate the failing stage.
• Reduce gain if the signal clips; raise the source level if speech is buried in noise.
• Repeat the five-second test after each change.

Stream cannot start

• Browser ingest requires an audio source.
• A room with video enabled also requires a video source.
• Confirm that the Producer computer is online and the Volo connection is stable.
• If another stream is active from the same browser, confirm the prompt before replacing it.

Stream disruption detected

1. Do not close the originating room page.
2. Check the computer’s network connection.
3. Confirm that the audio and video devices remain connected.
4. Verify whether attendees still receive any captions, audio, or video.
5. If the stream does not recover, stop it and start a new stream after the connection stabilizes.

Attendees have no audio

• Confirm that Audio is enabled in the attendee controls.
• Confirm that the device is not muted and that headphones are connected.
• Check whether the Producer muted audio for the room.
• If Volo reports that audio is unavailable, continue with captions while the Producer restores the source.

Captions or translation are missing

• Confirm that the attendee enabled Transcription or Translation.
• Translation is disabled when the attendee selects the original spoken language.
• Confirm that the correct input and audience languages were configured before the stream.
• Confirm that the Producer has not muted audio and transcription.
• Check the venue program feed for silence, noise, or clipping.

Captions appear delayed

• Check the originating network and packet-loss indicator.
• Confirm that the Producer computer is not under heavy load.
• Verify the behavior on more than one attendee device.
• Confirm that the audio source is direct and does not contain an upstream delay.

Video is missing

• Confirm that the room has video enabled.
• Confirm that the attendee enabled Video.
• Confirm that the Producer selected a working video source.
• Check whether the Producer disabled video for attendees.

QR code or room link does not work

• Use a newly downloaded QR code or freshly copied room link.
• Confirm that the full tokenized URL was preserved.
• Test it in a private browser window.
• Confirm that the link belongs to the intended environment and Room.
• If a tokenized link may have been exposed or altered, contact Volo support.

Transcript is missing after stop

1. Confirm that the Room is Offline.
2. Expand Transcript and refresh the page.
3. Check whether the originating browser downloaded the immediate caption file.
4. Record the Event, Room, and approximate start/stop time before contacting support.

What to include in a support request

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

See Support and feedback for contact guidance.