Event Login Troubleshooting Guide
Internet Explorer Settings
Security
Confirm that the user's Internet Explorer Security setting is at "Medium". This setting is accessed from "Tools --> Internet Options" menu in Internet Explorer.
  • Click the "Settings" tab. Under "Select a Zone...", ensure "Internet" is highlighted.
  • If the user has a setting of "Custom" as shown in the left image below, they must click the "Default Level" button before the security level slider will become visible.
  • The correct settings should match the right image, below. Note: If "Medium-High" is the lowest the settings will go (as defined by the network administrator), then "Medium-High" should be selected.
Privacy
Confirm that the user's Internet Explorer Privacy setting is at "Low". This setting is accessed from "Tools --> Internet Options" menu in Internet Explorer.
  • Click the "Privacy" tab and under "Settings", select "Advanced". Accept "First-party Cookies" and "Third-party Cookies".
  • The user's Pop-up Blocker can also be disabled via the checkbox near the bottom of the dialog. The Pop-up Blocker should not be turned on or enabled.
  • The setting is correct when the user's screen matches the image on the right, below.
FireFox Settings
Privacy
Confirm that the user's Firefox Privacy Setting is configured to allow cookies. This setting is accessed from "Tools --> Options" menu in Firefox.
  • Click the "Privacy & Security" tab on the left hand navigation.
  • Under "History" and "Firefox will:", the drop down menu should read "Remember History".
  • The setting is correct when the user's screen matches the image below.
  • You may also configure Firefox to allow cookies on a site-by-site basis by using the "Use custom settings for history" option in the drop down menu. Click the "Exceptions" button and enter the value "onlinexperiences.com". Click the "Allow" button. Now Firefox should always allow cookies from the event.
Content Options
Confirm that the user's Firefox Content settings are configured to allow event features. This setting is accessed from the "Tools --> Options" menu in Firefox.
  • Click the "Privacy & Security" tab on the left hand navigation.
  • Under "Permissions", disable the Firefox pop-up blocker by un-checking the "Block pop-up windows" option. Optionally, leave the pop-up blocker on and allow pop-ups from "onlinexperiences.com". To allow pop-ups for a site, click the "Exceptions" button and enter "onlinexperiences.com". Click the "Allow" button. Note: Sites not hosted on onlinexperiences.com may be used as a pop-up window within the event. Those sites need to be inserted on an as-needed basis. For this reason, it is best practice to completely disable all pop-up blockers for the duration of the event.
  • The settings are correct when the user's screen matches the image below.
Safari Settings
Privacy
Confirm that the user's Safari Security options are configured correctly. This setting is accessed from the "Safari --> Preferences" menu in Safari.
  • Select the "Security" icon near the top of the Preferences dialog.
  • Ensure that "Enable JavaScript" is checked.
  • Ensure that the "Block pop-up windows" is unchecked.
  • Select the "Privacy" icon next to "Security".
  • For event access, select "Always allow" under "Cookies and website data:" The user may wish to change this back after the event has completed.
  • The settings are correct when user's screen matches the images below.
Chrome Settings
Privacy
Confirm that the user's Chrome Security options are configured correctly. The settings are accessed from the icon containing three vertical dots, located on the top right hand corner of the browser.
  • Click the icon on the browser toolbar.
  • Select "Settings". ("Preferences" on Mac and Linux; "Settings" on a Chromebook).
  • Click the "Advanced" option.
  • Under "Privacy and security", select "Content settings".
  • In "Content settings", select "Cookies" and ensure "Allow sites to save and read cookie data (recommended)" button is selected.
  • Also in "Content settings", ensure "JavaScript" and "Popups" both have the "Allowed" buttons selected. Plug-ins should have "Run Automatically (recommended)" selected.
  • The settings are correct when the user's screen matches the images below.
No Email Icon No Email Received
Overview
The user hasn't received an event open email.
Possible Resolutions
  • The email is going to the user's junk mail. Have the user check their Spam and Junk email folders (as the email may have gotten re-routed there). The user should also whitelist the email address that future emails will be sent from. Whitelisting instructions can be accessed here.
  • The registrant has used a dummy or invalid email address when registering. The email address should be viewed in the tenant and changed to the correct email address. If the email address appears to be correct, make sure there are no extra spaces that may have been appended to the end of the email in error.
Usubscribe Email Icon The user is requesting to be unsubscribed from any future emails
Overview
The user is requesting to be unsubscribed from the event.
Possible Resolutions
Unsubscribe the user
  • In VX, under the "Messaging" tab, select “Manage Unsubscribers" located under "External Communications".
  • Use the "+" sign in the top right corner of the Campaign Unsubscribes menu to manually add a new user to the unsubscribes list.
  • The email address inserted must match the email address listed in the user's profile. Users may also be added to this list from selecting the unsubscribe link from an email distribution (such as in the Registration Confirmation).
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