Common issues and how to solve them

Common issues

‚ÄčCommon issues with the tool Beekast are understandable and they can be fixed easily. Here is a list of some problems already experienced and how to solve them.

"An error occurred" appears when I try to log in

  1. That means your password is wrong. Try again
  2. If the problem persists, please change your current password. Here is a guide to change your password

I can't log in. My email address is not recognized.

  1. Be sure to check out if there is no mistake in your email address.
  2. Be sure there is no space before or after the email address you entered.

I try to change my password but it's indicated that the email address does not exist.

  1. It means that your account has been created from a social network (Google, Sign with SSO, Facebook, ...) so that you don't have a password to log in to your account. 
  2. You must log in through the social network used to create your account.

An "authentication error" appears

  1. Try to log in through the link you've provided with
  2. If the problem persists, please clear the cache of your web browser. 
  3. Close the tab, open it again, and don't forget to accept the necessary cookies (a necessary part of web browsing).

One of my sessions has disappeared

  1. Beekast's sessions never expire and you control them. That means we cannot delete them ourselves. Only the session's owner can delete their session. 
  2. Use the magnifier at the top of the page "My sessions" to search for the session. You can enter the session code or the session title. 
  3. Be sure that your facilitators have not changed/edited the session title. 
  4. If you use several accounts or a public computer, be sure you log in to the right account. To check out the email address, click on your avatar (at the bottom left on the computer/at the top right on mobile), then on "My Account", and on "Username and password".

There are no more sessions in my account

  1. If you use several accounts or a public computer, be sure you are logged in to the right account. To check out the email address, click on your avatar (at the bottom left on the computer/at the top right on mobile), then on "My Account", and on "Username and password".
  2. This may happen when there is an update. In this case, don't panic and wait a few minutes. Then refresh your browser. The interface will load back your data.

It's impossible to move from step 1 to the following step through the integrated tutorial.

  1. This happens when you close the tutorial panel. It's like you've stopped playing the tutorial. You must restart the tutorial.
  2. Please follow the instructions punctiliously. 
  3. If the problem persists, please consult our guide HERE

I've added a co-host to my session, but they appear as a participant when they join the session

  1. Go to your settings, then click on Facilitator to check out the email address you've entered. 
  2. Be sure the co-host has a Beekast account. The co-host must have an account, even the free one. If they don't have yet, they can create their account here for free.
  3. Be sure the co-host logged in through the right account. 
  4. If all these steps are checked, and the role is not added to the account, please go to the Settings>Facilitator. Please, remove the email address and add it again. Refresh your pages. Everything should go back to normal.

I cannot display my session/activity or it is unstable

  1. Please, check out your Internet connection. You can make a speed test through this tool https://www.speedtest.net/. We recommend 20 Mbits for 100 participants.
  2. Refresh your page and wait for a few seconds
  3. If an activity was in progress, please don't do anything, and all the participants send their responses. Generally, when many participants send their answers at the same time, it may be that the Internet connection got slow.

Impossible to start the Zoom video conferencing session

  1. You are not logged in to your Zoom account. Open Zoom through another tab and log in to the Zoom account associated with the Beekast account. 
  2. You are already logged in to your Zoom account. Check out your Beekast account if it is the right Zoom account. Go to My account > Connected applications
  3. You have closed the video conferencing tab. Please, reopen it.

The iframe integration does not work

  1. Check out the firewall. It may block the iframe.
  2. The host page may refuse the iframe because of the cookies policy. They must be accepted for efficient web browsing. 
  3. The web browser used in the app/website may not be supported by Beekast. 
  4. Almost all these cases must be checked out by your IT department or the support team of the website or application used to integrate Beekast.

On the desktop view, the word cloud does not appear, I have another picture on the screen

  1. You are on the mobile view, the view is larger. Please, zoom in on your current page.

My session is limited to 3 participants. Why? 

  1. You have a free account. It's normal. This option is limited to 3 participants, the organizer included.
  2. You have a company license. Please, join your Beekast sales contact to check out your license status, if it has been renewed or not. 

Uploading PDF/PPT files does not work

  1. Be sure your file respects the maximum size. The max size is indicated under the button "Select file" when uploading a file. 
  2. Be sure there are no special characters in the title of your documents and presentations, like (@, #, $, ... )
  3. Open the file on your device. if the file is not opening, it won't open in Beekast. 
  4. Rename your file and export it again. 
  5. If there is no error but the slides do not appear, please wait a few minutes and refresh the page. It might be a synchronization issue. 

Still can't get a solution to your issue?

  1. Log in to your Beekast account to join the support team through the live chat (click on the question mark in the upper-right corner)
  2. You can also ask your questions in our Community

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