Go through the steps in order, the answer is usually in the first two.
1. Volume and headphones
Check your phone’s system volume and the level in the player itself. If you use Bluetooth headphones, make sure the phone sends the sound to them and not to the speaker.
2. Selected language
Look at which channel is selected. If “Original” is selected, you hear the hall without interpretation. If a language is selected but you hear the original and an indicator is lit next to it, the interpreter is not on air right now: the platform automatically switched you to the hall so you are not left in silence.
3. Connection
If the connection drops, the platform shows a clear “Connection lost” screen and reconnects on its own. If the screen stays for more than a few seconds:
- switch from the venue Wi-Fi to mobile data or the other way around;
- reload the page, you will not lose your place in the broadcast;
- open the link again from the QR code
4. Browser
It helps to open the link in your phone’s default browser (Safari on iPhone, Chrome on Android) rather than in a messenger’s built-in window. Built-in messenger browsers sometimes restrict audio playback.
Nothing helped
Tell the organizer or the event’s technical crew: the dashboard shows whether your language is on air. After the event, rate the broadcast and describe the problem and when it happened: this goes into the feedback analytics and is looked into individually.