Part 7 — Troubleshooting

TL;DR Most issues come down to the session not being Live, the wrong activity being active, or a dropped connection. The table below lists common situations and what to check.

Situation	What to check
Participants can’t respond	Make sure you clicked Go Live, and that the activity you want is Activated (LIVE). Only one activity is live at a time.
“Disconnected from server” appears	This usually clears itself as the page reconnects. If it persists, refresh the page and check your internet connection.
Participants see the wrong activity	On the display page use Prev / Next to move to the right activity, or Activate the correct item in the Designer.
The join link doesn’t work	Confirm the session is Live and you copied the full participant link (.../join/…). Re-copy with Copy Participant Link.
QR code won’t scan	Increase its size on the display/slide and ensure the audience has a clear line of sight; re-open the QR code if needed.
No AI summary appears	AI summaries apply to open-text activities and are limited by plan. Check your plan’s allowance, then use Regenerate / Refresh Summary.
Branding or logo not showing	In the session’s Session Branding panel, turn on Show Branding on Display and Show Logo on Display; upload the logo in Settings. Custom branding needs a paid plan.
Slides won’t import	Use a PDF or PowerPoint (.pptx) file under 100 MB. Export Keynote to PDF/PPTX first.
Can’t invite a colleague	Inviting users is done in Admin → Users and needs admin rights; multi-seat plans are Team or above.
Export format is grayed out	Excel, PDF and PowerPoint exports require Pro or above; the free plan exports CSV.

Ask the assistant • Why can't my participants respond? • What does “Disconnected from server” mean? • My QR code won't scan — what do I do? • Why isn't my branding showing? • Why can't I import my slides?