Login

Invalid Code Alert

When entering the platform from the shared link, users receive an “Invalid Code” alert.

Suggested Solutions

Check that the users have copied the link completely. After ?code= there should be 5 characters:
https://xxxxxx.com/site/index?code=1234S
Use the exact link and code provided in the invitation to log in.

Users don’t see participants on their video grid

Suggested Solutions

Wait a few seconds for participants to complete the log-in process.
Refresh the page or close and reopen the browser.
Deactivate the VPN software* and refresh the page.

*A VPN routes traffic through an additional network location and may delay video transmission to and from the session or block some internet ports.

The case under review is not on the platform

Suggested Solutions

Email SimONE support to request the case be added to the event: simone@yamagroup.com