Virtual Platform FAQ's

Which browser should I use?

Our recommended browsers are Google Chrome, Safari and Edge, please ensure the browser has the most recent update.

(Note that Internet Explorer is no longer a supported browser and is not compatible with our platform)

The URL is not working

Check that the URL is not broken or missing characters. You may need to cut and paste the full URL into your browsers address bar.

Why is the login blank?

This occurs if you have more than one tab loaded with the Duuzra virtual platform.

Please close all tabs and navigate back to the webpage using the original link.

I am unable to login

Ensure you are using the email address you used to register for the event, you may have been given a password for the event which will be listed on the confirmation email or set your own. If you cannot remember your password please use the forgotten password link to reset it.

When logging in with email and password the pin field should be blank. If you are using the pin to enter the email and password field should be blank.

Still having issues, speak to our team via the ‘Need Help?’ button in the bottom right of your screen.

How do I play the video?

Once logged in, if the video doesn’t automatically play, please click on the play button found at the bottom left of the video player.

There is no sound for the stream.

Please un-mute your audio using the speaker icon found to the right of the play button at the bottom of the screen. If the sound remains faint, ensure your speakers are connected and volume is turned on.

The video is pixelated or choppy

This may be due to network congestion, to alleviate these problems you may want to consider:

  • Reducing the number of applications you are running on your device
  • If you are on a home network ensure there is sufficient bandwidth and other household members are not engaged in activities which require high bandwidth e.g. streaming, file sharing, etc.
  • Upgrading your internet to a faster connection
  • The event may be available for you to watch ‘ondemand’ at a later date

The screen has frozen

Refresh your browser, alternatively try our backup stream listed within the stream information menu in the engagement panel. If issues continue this may be due to network congestion, to alleviate these problems you may want to consider:

  • Reducing the number of applications you are running on your device
  • If you are on a home network ensure there is sufficient bandwidth and other household members are not engaged in activities which require high bandwidth e.g. streaming, file sharing, etc.
  • Upgrading your internet to a faster connection
  • The event may be available for you to watch ‘ondemand’ at a later date

How do I ask a question?

The engagement panel is located to the right of the video player. Get the most out of your experience by exploring additional information, participating in any interaction and providing feedback.

Questions can be submitted to the speakers via the ‘Question’ button on the engagement panel or the question icon *design please insert ask a question symbol here* in the top right. Please note not all events allow questions so if you are unable to see a question button this function may not be available for this event.

For further questions please use the ‘Need Help?’ button, this is available for all live events in the bottom right of the screen.

Need further help?

For further questions please use the ‘Need Help?’ button, this is available for all live events in the bottom right of the screen.