2021 Annual Meeting and Education Session—Livestreaming technical support

Please ensure you are not connected to a VPN network

Due to COVID-19, working from home has become the new normal and many are connecting to their office using a VPN network. To watch this livestream it is critical that you disconnect from your VPN and use your residential internet connection instead.

If you experience technical difficulties while watching this live event, click on the Technical support link located beneath the video window and describe the issue you are having. A helpdesk representative will respond immediately via email to help you resolve the problem. Alternatively, you may refer to the FAQs below to troubleshoot the issue.

Important tip to minimize bandwidth

Webcasts can be bandwidth intensive. For those participating from home, please ensure there are no other family members competing with you for bandwidth by either consuming video or playing video games online.

Help for CMPA members

Webcasts can be bandwidth intensive. For those participating from home, please ensure there are no other family members competing with you for bandwidth by either consuming video or playing video games online.

  • Unable to sign in to the CMPA member portal? Call 1-800-267-6522.
  • Unable to see the video or hear audio after signing in to the CMPA member portal? Please review the FAQs below.

Help for non-members

  • Non-member attendance is by invitation only. Enquiries can be sent to annualmeeting@cmpa.org.
  • Invited non-members can find the webcast link in their email invitation.
  • Unable to see video or hear audio? Please review the FAQs below before contacting helpdesk@cdnhost.ca.

Livestreaming – Frequently Asked Questions (FAQ)

You need 3 main things to view webcasts on your computer:

Computer hardware

  • Computer running Windows OS, Linux, or MacOS X with a sound card, internal/external speakers or headset.
    • Ensure your computer is in a good working state by doing a fresh reboot prior to the webcast.

Internet connection

  • High speed internet access
    • For high quality viewing, each stream requires approximately 1Mbps of sustained bandwidth. Lower bandwidth options are available by placing your mouse over the bottom right corner of the video window, clicking on the HD button and selecting a lower bandwidth format.
    • Ensure your internet connection is not already saturated. Use http://speedtest.net to check available bandwidth. You need at least 1Mbps download speed.
    • Avoid browsing the web while watching the webcast.

Web browser

  • Use a popular browser such as Chrome, Firefox, Safari, or Edge.

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Webcasts require from 240Kbps to 1Mbps of sustained bandwidth.

Check the following:

  • Ensure you are not connected to a VPN network. If yes, disconnect from the VPN and log in using your own personal network to watch the live event.
  • Your computer may be low on system resources.
    • Close all programs, including your browser and try re-connecting to the webcast. Or, simply reboot your computer and try again.
  • Ensure you have enough bandwidth by testing your internet connection.
    • Go to http://speedtest.net and click the “GO” button. If you do not have at least 5Mbps, your internet connection may be poor or saturated. We suggest you select a lower bandwidth format by placing your mouse over the bottom right corner of the video window, clicking on the HD button, and selecting a lower bandwidth format.

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Your computer requires more system resources (memory, CPU) to display video, so it may be that your computer is low on system resources.

  • Close all programs, including your browser, and try re-connecting to the webcast.
  • Alternatively, reboot the computer and try again.

If the problem persists, it may be a bandwidth issue.

  • Go to http://speedtest.net, click the “GO” button. If you do not have at least 5Mbps, your internet connection may be poor or saturated. We suggest you select a lower bandwidth format by placing your mouse over the bottom right corner of the video window, clicking on the HD button, and selecting a lower bandwidth format.

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Try the following:

  • Verify that your computer has the required multimedia components to playback sound through your speakers or headset.
  • Ensure your external speakers are turned on. If so, try adjusting the volume control.
  • Ensure that the volume in your operating system sound control is at the correct level.
    • In Windows, simply right-click on the sound icon located in your system tray (icon bar located at the bottom right of your screen) and move the volume bar accordingly.
  • Ensure your volume control is not on mute.
  • Try playing other sources of sound on your computer (e.g. YouTube video)
  • Your computer may be low on system resources.
    • Close all programs, including your browser and try re-connecting to the webcast or reboot your computer and try again.

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To view the video window in full screen, click on the full screen icon [ ] located at the bottom right of the video player. To return back to the default view, simply click the escape key on your keyboard or the back button on your mobile device.

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You may submit questions by using the “ASK A QUESTION” button located beneath the video window. Type your question and click on the “Submit” button. Someone onsite is monitoring the inbox and will ask the question on your behalf.

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Only CMPA members will have functionality to vote on motions and poll questions.

If you are a CMPA member and unable to vote, please click on the “Technical support” button and describe your issue. A helpdesk support representative will assist with troubleshooting your problem.

If you are still unable to watch the webcast successfully after attempting the above steps, please contact helpdesk@cdnhost.ca

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