If you are still experiencing technical issues, our customer service team is here and happy to help. You can reach us by emailing couplesconference@pesi.com or calling 800-844-8260, Monday through Friday from 4:30 am to 2:30 pm Pacific Time. If reaching us by email, we suggest sending a screenshot of any error you’re experiencing to help expedite a solution.

You can complete a connection speed test by clicking here: Speedtest by Ookla - The Global Broadband Speed Test. We recommend a wired internet connection with at least 10 Mbps download speed for the best viewing experience.

• Streaming requires a minimum of 10 Mbps of internet download speed to play without issue. Please click on this link to run a speed test to test your current Internet connection. If the speed test results are lower than 10 Mbps, you should contact your Internet Service Provider to troubleshoot.
  • A wired connection is more stable, if you can connect. If you are utilizing a wireless connection, be as close to the router as possible.

• If you are unsure of what browser and/or operating system you are on, you can click on this link (Windows 10 may show as Windows NT 10.0).

Operating Systems

• Ensure that whether you’re utilizing Windows or a Mac computer, it is updated to the latest version of the operating system.

Internet Browsers

• The Attendee Hub website is compatible with the latest versions of Google Chrome, Firefox Quantum, Safari, and Microsoft Edge.

• Refresh the screen and click play on the video screen.
  • Log out of the platform and log in again.
  • Check your internet connection. Ensure that you don’t have other applications or tabs open on your device. This can slow down your internet connection. Also ensure other devices aren’t using your internet connection.
  • Reduce the video quality by moving your mouse over the video player screen, hovering over the gear icon in the bottom right, and clicking Auto from the menu.

• Are you having trouble accessing the video? Follow these troubleshooting tips.
  • Please ensure your pop-up and/or adblockers are turned on during this event.
  • Be sure to utilize a compatible internet browser and an updated operating system. See below for information.
  • Clear your cache. Follow the relevant link for more detailed instructions on how to clear your cache: Google Chrome, Microsoft Edge, Mozilla Firefox, Safari.
  • Log in to an incognito browser. Follow the relevant link for instructions on how to open a new private browsing window: Google Chrome, Microsoft Edge, Mozilla Firefox, Safari.
  • Restart your device.
  • If you are connected to a VPN, disconnect as it may interfere with the connection.
  • If you are utilizing a work computer, ensure your tech department whitelists Cvent video domains. Send this link to ensure you have access to all sites: What domains should we allow for Cvent Video Player?