Support

Here are answers to the most common questions about logging into the conference website, navigating the site, joining and participating in live sessions, and resolving common Zoom issues. If you can’t find the answer to your question here, please visit our help desk.

Help Desk

If you have questions or concerns that are not addressed here, we will be staffing our help desk phone lines and email from 10:00 am - 6:00 pm Eastern Time, Monday–Friday, July 27–31. 

E-mail: [email protected]

Phone: 202-419-0413

Registration and Logging In

Much of the conference platform is accessible without logging in, but you must be logged in to reach the pages where you can view poster sessions and on-demand sessions, and access links to live sessions. You also must be logged in to view your profile and generate professional development certificates. If you haven’t yet registered for the conference, you can register here

Where do I log in? 

Starting Monday July 27, look for the “Log In” button on the top right of the home page

What is my username and password?

Use the username and password for the account you created during the registration process to log in to the conference site. Your username is your e-mail address.

I forgot my password. Can I reset it? 

Yes, there is an option to reset your password when you log in. Click “Forgot password?” to reset.

Forgot password

 

Someone else registered for me and I don’t know my username and/or password. How do I find it? 

Contact us at [email protected] or 202-419-0413. 

I registered, but I haven’t paid yet and I can’t log in. What do I do?

If you chose to pay offline when you registered, you need to complete your payment before you can access the conference website. Complete your registration by contacting us at 202-419-0413. 

I am registered and I have my username and password, but still can’t log in. What do I do?

Contact us at [email protected] or 202-419-0413 for help with logging in. 

How long will I have access to the conference content?

The length of time you have access to content depends on the payment option you selected during registration. If you paid the regular registration rate ($125), you will have access to the site for a full year, until July 2021. If you selected the pay-what-you-can option and contributed $75 or more, you can access the site for up to one month after the event (until 11:59 PM ET on September 1). Contributions under $75 allow access to all content on the site for the week of the live event (including the weekend after the event), with access ending at 11:59 pm ET on Sunday, August 2.

If you’d like to upgrade your registration to increase your access to the conference after the live event, contact us at 202-419-0413. 

Joining Live Sessions

Most live sessions will take place in Zoom, and a few will take place in YouTube. Each session page includes a link to the appropriate Zoom meeting room or YouTube Live. You must be logged in to view session pages and links to live sessions.

How do I join a live session?

To find a live session, navigate to the live schedule or session gallery, and then to the session’s session page. Each live session includes a link at the top of the page that says “Join Live Session.” Clicking the link will take you to the session on Zoom. If the session has not yet started, you will be placed in a waiting room until approximately five minutes before the session is scheduled to begin. 

Can I join a live session before it starts or after it has already started?

The time of each live session is listed at the top of the session page. We recommend joining live sessions a few minutes before the scheduled start time to be sure that your technology  is working correctly. About five minutes before the session begins, moderators will admit anyone in the session’s waiting room into the session. You can join or leave in-progress sessions at any time. If you lose your connection, you can rejoin at any time. 

I clicked the button to “Join the live session” and the session didn’t open. What do I do?

When you click the button to join the live session, a new window should open, prompting you to open Zoom Meetings. Click “Open Zoom Meetings” to be taken to the session.

Open in Zoom Meetings

 

 

 

 

 

Alternatively, you can join the session from your browser by selecting “join from your browser.” 
Join from your browser

Do I have to sign up for sessions in advance?

No! Just click the button that says “Join this live session” on the session page to join any live session.

Adding Sessions to your Favorites List

How do I add a session to my favorites list?

On each session page, you will see a star icon with the words, “Add to list of starred sessions.” Click the star to add a session to your favorites list. You can access your favorites list on your account page.

Professional Development

Professional development certificates will be available for download for all of the on-demand and live sessions (including live session recordings after the live event). Certificates will not be provided for poster sessions. 

How do I print my certificate?

Once you are logged into the conference website, you can add sessions to a list of “Sessions I attended” by flagging the session on each session page. This list is accessible on your Account page, which appears when you first log in and is accessible by clicking "My account" in the upper right corner of the website. Download and print PDFs of your professional development certificates directly from session pages or from your Account page.

Add to attended sessions

Generate certificate

 

Support in Live Sessions

If you are experiencing issues with your audio, video, or another technical issue while you are participating in a live Zoom session, send a chat message to the session room moderator. Room moderators will identify themselves at the beginning of each session and will be labeled as the host in the chat box. 

Audio/Video

We recommend that you use your video to facilitate interaction with other participants. However, if you need to step away or address an interruption, we recommend turning your video off.

Participant audio and video will be enabled during concurrent sessions (which will be run as Zoom meetings) and disabled during plenaries (which will be run as Zoom webinars). You can test your audio and video in advance here.

I can’t hear anyone/no one can hear me. What do I do?

If you can’t hear anyone, check your computer’s volume setting to ensure that the audio on your computer isn’t muted . 

If no one can hear you, check that you aren’t muted (the microphone icon at the bottom left of the zoom window has a red slash when muted). Or you may have closed the pop-up window that opens as you join the session and asks how you will join the audio for the session. If this is the case, you can select “Join Audio” at the bottom left corner of your Zoom window. Then, double check that you aren’t muted.

How do I mute/unmute myself?

All participants are muted upon entry to a session. The moderator will keep participants muted unless there is an interactive segment that involves active discussion.

Mute/unmute yourself by clicking on the microphone icon that is located at the bottom left of your screen. 

My video isn’t working. 

First, check that your video is turned on by checking the video icon at the bottom left corner of your screen. If there is a red line through the camera, your video is off. Simply click it to turn your video on/off. 

If you get an error message when you try to turn on your video, the webcam may be blocked. To fix this issue, go to your computer's camera settings and make sure the toggle under the “Allow apps to access your camera” is on. If you have multiple cameras, mics, or speaker systems, make sure that you’ve selected the right one in your Zoom settings. 

Another possibility is that another program on your computer is accessing your camera. Make sure all other programs that use your camera are closed. 

How do I turn my video on/off?

Locate the video icon at the bottom left of your screen. If there is a red line through the video icon, your video is off. Simply click it to turn your video on/off. 

How can I tell if I’m on camera?

You can usually tell if your video is on by checking for a light near your camera. If that light is on, then your camera is on. You can also check the video icon at the bottom left of your screen; a red line through the video icon indicates that your video is off. Click the icon to turn your video on/off. 

I can’t see the other participants’ videos. 

You may need to adjust the screen view. Select Active Speaker View to feature the image of the person who is speaking. Select Gallery View to see multiple images at once. Gallery View Strip stacks videos in a vertical or horizontal strip across the top or side of your screen. Gallery View Grid displays videos in an adjustable grid.

To minimize the video panel, select the minimize icon. 

Using the Chat Box

During live sessions, chat offers an opportunity for participants to communicate with the presenters, the moderator, and with each other. Many participants like to use the chat to identify themselves upon entry to the room, with a greeting like, “Hi! This is Bill joining from Tucson, AZ!” Chat is also usually the best way to ask questions during your session. You can chat with everyone in the room, or direct your message to the host/moderator or a specific participant. If you need support during the session (for example if you’re having a problem with audio or video), use the chat to send a private message to the host/moderator.

Where is the chat?

Locate “Chat” in the taskbar at the bottom of your screen. Click the button and the chat will appear.

How do I send a direct message in a Zoom session?

Locate the “Chat” button in the taskbar at the bottom of your screen. When you open the chat, you have the option to send a message to everyone or directly to another person in the meeting. To ask for help, you can message the moderator directly (they will always be the “host”) or send a message to everyone. 

How do I ask my question during a session?

You can ask a question in one of three ways: 

  1. Type your question in the chat. If you don’t want everyone to see your question, send it directly to the presenter or moderator.
  2. Raise your hand. In the taskbar, you should see an option to provide nonverbal feedback. If you click this button, you can raise your hand. The moderator will keep an eye out for raised hands. 
  3. Unmute yourself and ask. Depending on the session, the presenter may invite participants to unmute themselves and ask questions. 

Accessibility

Natural Start is providing live captioning for most featured sessions and automated captions for all concurrent sessions through Otter.ai. Transcripts will be made available.

How can I see captions?

During most featured sessions, captions will be visible in Zoom. To see captions during concurrent sessions, click the window at the top left of your screen that looks like this:

Captioning

Then click “View stream on Otter.ai Live Notes” Captions will appear in a separate window.

 

Other

My internet isn’t stable, how do I call in? 

If you are already in the meeting, you can access call-in information by clicking the up arrow next to the microphone icon at the bottom left of your screen. Then select “Switch to phone audio” and dial in, entering the Meeting ID and Participant ID listed. 

If you plan to join the meeting by phone and not with the zoom link provided on the session page contact us at [email protected] or 202-419-0413. 

How do I join a breakout room?

For sessions that elect to use breakout rooms, the moderator will assign participants to breakout rooms. When the moderator launches breakout rooms, a window will pop up directing you to join a breakout room. Click “Join Breakout Room.” You will be taken out of the main room and sent to your assigned breakout room. When the moderator ends breakout rooms, you will be notified and given the option to return to the main room immediately, or in 60 seconds. 

How do I leave a session?

At the bottom right of your screen, you should see a red button that says “Leave.” To leave a session, click “Leave.” You can rejoin a session in progress (or join a different session) at any time during the session by returning to the session page and clicking on the link to join the session.

How is Natural Start protecting against Zoombombing?

Zoombombing is extremely unlikely, but we have a plan in the rare case that it does occur. 

We’ve put settings in place for every session to protect against Zoombombing:

  • Links to live sessions are not published publicly. Links to live sessions are only posted on session pages, behind a password-protected area of the website. 
  • All sessions are password enabled. 
  • Participants are muted upon entry. The host can mute any participant who is being inappropriate.
  • Participants will not have the ability to share their screen. Only the host (moderator) and presenters are able to share their screens. 
  • Participants are sent to a waiting room before they are admitted to the session by the host (moderator).

Help us keep the conference secure by not posting or sharing the Zoom links with anyone. All participants should register, log in to the conference website, and join live sessions exclusively from session pages.