Before your webinar starts

A few minutes of preparation can prevent most common webinar issues.

Quick pre-webinar checklist

Before going live, we recommend the following:

Close unnecessary browser tabs and applications
Plug your computer into a power source
Use a supported browser (Chrome, Edge, Brave, or Arc)
Test your camera, microphone, and screen-sharing permissions (at the device level and browser settings)
If possible, use a wired Ethernet connection
Avoid running other live-streaming or video conferencing apps at the same time.

Supported browsers

Hosts and panelists must use a Chromium-based browser:

Google Chrome
Microsoft Edge
Brave
Arc

Audience members can watch webinars from any browser that supports HTML5, which includes most modern browsers. You can learn more about Wistia viewing requirements here.

What to expect during a live webinar

When hosting or attending a webinar, you may notice behavior that feels unexpected but is actually normal.

A small delay for some audience members

Most of your audience members will see the webinar at the same time as hosts and panelists. In some cases, however, a viewer may experience a short delay.

This is expected behavior, especially for viewers with less stable network connections. To ensure smooth and reliable playback, their stream may be delivered using a standard streaming protocol called HLS, which introduces a brief delay of 5-20 seconds depending on the viewer’s network condition and device performance.

Why the audience might see “The event hasn’t started”

To begin a webinar, a host must click “Go Live.” Once you do, the audience will see a short countdown followed by the live stream.

If viewers are watching via the HLS experience, they may see the stream a few seconds after you go live. This is expected.

Why quality can change during a live stream

Live webinars automatically adjust audio and video quality in real time to prevent freezing or disconnects. If conditions change, such as increased device load or network instability, you may notice temporary changes in quality.

These adjustments are expected and help keep the webinar running smoothly. See “Keeping your webinar stable and clear” below for more details.

Troubleshooting common webinar issues

If you’re experiencing an issue during your webinar, start with the section that best matches what you’re seeing.

I can’t join the event room as a Host or Panelist

If you’re unable to join the event room, the issue is usually related to browser access, device support, or permissions.

Start by confirming:

You’re using a supported browser
You’re using a supported desktop device (hosts and panelists cannot join from phones or tablets)
Your browser has permission to access your microphone, camera, and screen

If you’re joining as a Host or Panelist, also make sure you’re logged into the same Wistia account that’s hosting the webinar. You won’t be able to join the event room if you’re logged into a different account.

My camera, microphone or screen share isn’t working

If your camera, mic, or screen share isn’t working properly:

Check that your browser has permission to access the device
Make sure no other applications are using your camera or microphone
Disable browser extensions and refresh the page
Quit other live-streaming or video conferencing tools

My audience can’t hear audio

Some browsers require audience members to interact with the page before audio can play.

If attendees are reporting no sound, have them click on “Click for Sound” in the top right corner of the player before adjusting their device volume.

My screen share looks blurry or choppy

Screen sharing can be more demanding than sharing slides or browser tabs, especially when sharing desktop applications.

To improve screen share quality:

Have all hosts and panelists turn off their cameras while screen sharing
Share a specific window or browser tab instead of the entire screen
Reduce the size of the shared application window
If sharing slides, use our native Present Media feature
Consider pre-recording the webinar using Wistia Record (supports solo and group recordings) and playing it on stage

I can’t share audio when I screen share

Due to macOS limitations, if you are screen sharing your entire screen (not a browser tab), you will not be able to share system audio.

My video or audio is freezing or cutting out

Freezing or audio cutouts usually indicate device strain or network instability.

Try the following:

Close unnecessary tabs and applications
Quit software that uses your camera or microphone
Plug your laptop into power to reduce CPU strain
Move closer to your router or use a wired Ethernet connection

If the issue persists, there may be an issue with a host or presenter’s device or network.

Keeping your webinar stable and clear

Wistia webinars were built to prioritize stability during live events. If there are issues with your device performance or network stability, the system may automatically adjust audio or video quality to keep your webinar running smoothly rather than freezing or disconnecting.

Device performance and system load

Webinars are resource-intensive, especially when using a camera, microphone, and screen sharing at the same time.

If your device is under heavy load, you’ll notice videos appearing less sharp, screen sharing looking blurry, or brief audio dropouts.

To reduce strain on your device:

Close unneeded applications and browser tabs
Avoid background processes that use audio or video
Keep your device plugged into power

Network stability (not just internet speed)

A fast internet connection doesn’t always mean a reliable one. Live webinars depend on the consistent delivery of data over time.

If your network connection fluctuates, the webinar may automatically lower quality to maintain a stable stream. This is expected behavior and helps prevent freezing or dropped connections.

How your network affects webinar quality

Here are a few network factors that can influence your webinar live stream:

Bandwidth: The amount of data your connection can send and receive. Video, audio, and screen sharing all use bandwidth, especially with multiple presenters.
Jitter: How consistently data arrives. Even with fast internet, inconsistent delivery can cause choppy audio or video.
Packet loss: When small pieces of data don’t arrive at all, this can result in brief freezes or sudden drops in quality.

Because webinars are live, your browser automatically adjusts quality in real time to account for these conditions even if your speed test appears strong.

What to do to improve network stability

Move closer to your router
Use a wired Ethernet connection whenever possible
Close unneeded tabs and apps
Disable unneeded browser extensions
Keep your device plugged into power

Advanced troubleshooting

Browser extensions and background applications

Browser extensions and background applications can interfere with permissions and performance. If problems persist, be sure to:

Disable extensions
Refresh the page
Ensure no other conferencing or live-streaming tools are running

Firewall and network restrictions

In rare cases, firewall or network restrictions may interfere with webinar functionality. This is more likely if:

Your firewall rules were previously adjusted for other tools
Major webinar functions aren’t working despite other troubleshooting attempts
Video or audio feeds aren’t visible or audible to others

If this applies, share this firewall configuration documentation with your IT team to ensure required ports and protocols are allowed.

FAQs

Why can’t I choose a video for my pre-recorded webinar?

To select a video for your pre-recorded webinar:

Your webinar must be scheduled at least 5 minutes into the future
The video must be at least one minute long
The video can’t be password-protected

My webinar recording is stuck processing

Send us a link to the webinar or recording and our Support team will take a look.

My registrants and attendees aren’t appearing in my marketing platform

If you’ve connected your registration form to HubSpot, Pardot, or Marketo, data may occasionally fail to sync.

If this happens, try re-syncing the data by disconnecting and reconnecting the list. If the issue isn’t resolved after an hour, reach out to us with details and we’ll investigate.