HearGlobeHelp Center

When something goes wrong

What common speaker page messages mean, and how to send a report to our technical staff.

When something goes wrong on the speaker page, the page usually tells you why. Try the steps below first. If that does not help, use “Report a problem”.

Common messages

  • Cannot use the microphone: permission was denied: allow the microphone from the lock icon in the address bar, then start again. If you opened the link inside LINE, Facebook or a similar app, open it in Chrome or Safari instead.
  • No microphone found: connect one, or use another audio device.
  • Another app is using the microphone: close the video call or other app, then start again.
  • No audio for 6 seconds: check that the microphone is not muted and the right “Audio source” is selected.
  • Cannot reach the server: check your network. The Wi-Fi may need you to sign in again, or switch to mobile data or turn off your VPN.
  • Slow upload — captions delayed: the network is unstable; move to a more stable one.
  • Another speaker page is recording: the same link is recording in another tab or on another computer. To record here, click “Record here” or “Take over”.
  • The page was reopened and recording stopped: click “Start” again.
  • The speaker link has expired or is no longer valid: ask the organizer for a new speaker link.
  • Cannot start yet / time is used up: the organizer does not have enough hours. Ask the organizer to top up, then reload the page and click “Start”.
  • Too many events are recording at the same time: stop recording in another event first.

Use “Report a problem”

  1. At the top right of the speaker page, click “More” → “Report a problem”.
  2. Under “What happened?”, describe it briefly, for example “Captions stopped for about 1 minute”. This is optional.
  3. Click “Send”.

The system sends the status of this page to our technical staff. You do not need to copy or email anything. After sending, you see a report number. If you are offline, the report is sent automatically when you reconnect.

The Chat page has “Report a problem” in its “Settings”, and it works the same way.

If you need help

  • For event settings, hours or links, contact the organizer first.
  • Organizers can email support@hearglobe.com with the event name, the time and the report number.