The questions we hear most, and what to check when something is not behaving. If your case is not here, tell us.
Joining
- "That code isn't available" / the code does not resolve
- Check Settings → Access for the current code — changing it frees the old one instantly, so a printed QR from before a change will not work. Case, spaces and hyphens never matter, so those are not the problem.
- Nobody can join at all
- The event has no way in: no sign-in method and no guest access. Turn on Google, Microsoft or email sign-in, or allow guests, under Settings → Access. Company SSO on its own is not a way in until it is configured.
- Attendees see "starts soon" but the event has begun
- The event's start time has not passed in its timezone. Press Go live now in Settings → Configuration, or fix the timezone.
- A laptop opens the phone app (or the other way round)
- The join link picks the surface by device. Use
reactlive.com/m/<code>to force the audience app; the event page tile in the console for the desktop page.
Questions
- A question was asked but the audience cannot see it
- The event holds questions for approval (Questions unapproved by default under Settings → Engagement), or Protect held it on Auto. Approve it in Answer → Questions or clear it in Protect.
- "Q&A isn't open right now"
- Question asking is closed under Engage → Tools, or the event has not started. Open the floor.
- Two questions were merged that are not the same
- Open the cluster from the question and split the one that does not belong; or turn off Group similar questions under Settings → Engagement for the rest of the event.
The AI agents
- Every Answer draft says the materials don't cover the question
- There are no Ready sources, or the fact is not in them. Check Settings → AI knowledge: sources still Indexing cannot be used yet, and a scanned PDF with no text layer indexes nothing.
- An agent's queue says "Nothing will appear here while it is off"
- Its level is Off. Set it to Assist or Auto on its card.
- Something appeared on the wall that nobody on the team put there
- Engage on Auto. The agent log says what it did and why; clear the focus if you disagree, and drop Engage to Assist if you would rather approve first.
- A suggestion card disappeared before I acted on it
- Cards expire after about thirty minutes — a poll for a moment that has passed is worse than none. Nothing was published.
- The Event AI answered "I don't have that information"
- Working as designed when the fact is not in the sources: it says so instead of guessing, and flags the conversation under Insights → Event AI for a person. Reply there, and add the missing fact to the knowledge base.
- Presenters cannot see the agent controls
- Correct — only admins and moderators can change autonomy. Add the presenter as a moderator if they should.
Wall and stream
- The wall is not updating
- Check Main view is on In focus and not Off or Event info. Reload the wall tab if the machine slept — it reconnects on its own, but a laptop that hibernated may need a refresh.
- No reactions on the wall
- The Reactions toggle in Wall controls is off, or the event has reactions off under Settings → Engagement.
- "Video unavailable" in the stream
- YouTube refuses to embed inside some corporate networks and proxies. Try the link in a normal browser tab; if it plays there, the room's network is the cause — use an HLS stream from your provider instead.
Insights and the report
- Sentiment says "not enough signal yet"
- Fewer than a handful of contributions in the window. It is the honest state, not an error; it fills in as people type.
- Peak online is lower than the room
- It counts devices with the event open, sampled every minute or two — not people in seats. Treat it as a gauge, not a headcount.
- The report changed after the event
- Counted numbers are re-counted from the record every time — answering a leftover question the next day updates the answered count. That is intentional.
- "Not available on this event's plan"
- Insights and the report are part of the workspace plan. Contact us to change it.
Account
- An invited moderator did not get the email
- Re-send invitation on their row under Team. Ask them to check spam for mail from reactlive.com.
- I need to remove an attendee's data
- Settings → Access → Participants: export or delete the person. Their questions are removed for the audience too.
- The theme keeps switching
- The toggle at the top right is remembered per browser; "system" follows the device's setting, which may change at sunset.