Troubleshooting webinars
Use the sections below to quickly resolve common webinar publishing, registration, hosting, and replay issues.
Quick troubleshooting reference
| Issue | Action |
|---|---|
| Cannot publish | Complete all required webinar and hosting settings |
| Capacity exceeds plan | Reduce ticket quantity or upgrade the plan |
| Zoom authorization expired | Reconnect the Zoom account |
| Cannot change Zoom meeting | Check whether attendees have already registered |
| Cannot change schedule | Check existing registrations |
| Email already registered | Use the existing Join link |
| Stuck connecting | Confirm the host has clicked Go Live |
| Host stopped the broadcast | Host must click Go Live again |
| Replay not ready | Allow time for recording processing |
| Replay expired | Check the replay expiry setting |
I can't publish my webinar
Check that all required webinar details are complete, including:
- Webinar details and schedule
- Ticket and registration settings
- Hosting provider configuration
- Required connection or streaming details
If a required setting is missing, complete it before publishing.
My webinar capacity exceeds my plan
The webinar's ticket quantity cannot exceed the attendee capacity included with your plan.
To resolve this:
- Reduce the ticket quantity to fit within your plan, or
- Upgrade your plan if you need a higher attendee capacity.
My Zoom connection has expired
If your Zoom authorization has expired or been revoked, reconnect your Zoom account from the webinar's connected-account or provider settings.
After reconnecting, verify that the correct Zoom account is linked to the webinar.
I can't change the Zoom meeting
Some Zoom details may become unavailable for editing after attendees have registered.
If the meeting details are locked, check the webinar's existing registrations before attempting to change the Zoom configuration.
I can't change the webinar schedule
Schedule changes may be restricted once attendees have registered.
If the date or time is locked, review the existing registrations before making any changes that could affect attendees.
My email address is already registered
Each attendee can register only once per webinar using the same email address.
If you have already registered, use the Join link in your confirmation or reminder email instead of registering again.
An attendee is stuck on "Connecting to the live stream"
The most common cause is that the host has not started the live broadcast.
Opening the webinar room does not make the webinar live. The host must click Go Live.
If the host previously clicked Stop Live, they must click Go Live again to resume the broadcast.
My webinar replay is not ready
A recording may take time to process after the live session ends.
This applies even when replay availability is set to Immediate. The replay becomes watchable only after processing is complete.
If the replay has passed its configured expiry date, it will no longer be available.