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VAH - event went horribly wrong, anyone else have issues?

  • 1.  VAH - event went horribly wrong, anyone else have issues?

    Posted 10-14-2021 12:04
    We had a smooth dry run no issues whatsoever. Then during the event:

    • Our "simulive" session video started at different times on different people's computer.
    • Chat didn't work for ANYONE in the event (error message)
    • We couldn't make any last minute changes to the Attendee Hub (more error messages)

    Anyone else have this type of experience? It really defeated the purpose of using VAH..

    Thanks!
    #EventApp-Building/managing
    #Miscellaneous
    #ManagingVirtualEvents

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    YI
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  • 2.  RE: VAH - event went horribly wrong, anyone else have issues?

    Cvent Staff
    Posted 10-14-2021 12:47
    Hi @Yehuda Isenberg

    Very sorry to hear about the experience and I have connected with your account team to ensure these are being addressed for you!

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    Andrea Zobens
    Online Community Manager, Cvent
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  • 3.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-14-2021 13:59
    Edited by Yehuda Isenberg 10-14-2021 13:59
    I'm looking for customers with similar experiences- we've already talked to the account team, who suggested I reach out here.

    thanks,

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    Yehuda Isenberg
    Associate Director, Education ACO
    The Joint Commission
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  • 4.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-15-2021 10:29
    We have had issues with the simulive sessions starting at various times so that when an attendee logged in, the session may have already been an hour into the 4 hour session.  We determined for that specific instance, it was due to the device time on the attendees computer.  Example:  an attendee was in CT and didn't realize their laptop or computer were set in ET.  

    I haven't had issues with Chat and Q&A not working.  

    But I have had challenges where I had a session that did not have the livestream capability.  The feeds for those sessions were not auto generated 48 hours prior to the meeting.  We have learned to have CVENT run a red flag report 2 days prior to our meeting in order to check for those issues up front.

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    Jennifer Hartwick
    Senior Continuing Education Coordinator
    Curators of the University of Missouri
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  • 5.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-15-2021 08:37
    Hi Yehuda,

    We had issues during our event on October 5th with our simulive sessions as well. Chat and Q&A worked for us, but the trouble was the streaming of the sessions was not working. We found it to be an issue with brightcove rather than CVENT, and the way the data is communicating between the two platforms.

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    Gabrielle Whittaker
    Events Specialist
    Kinaxis Inc.
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  • 6.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-18-2021 09:04
    Wow. Thanks for letting me know Gabrielle.  Did they find a fix for this? If you are able to talk offline, my e-mail address is yisenberg@jointcommission.org

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    Yehuda Isenberg
    Associate Director, Education ACO
    The Joint Commission
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  • 7.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-15-2021 17:02
    We could not log onto Cvent yesterday (10/14/21) to even start our live stream on the Attendee Hub. We had to switch everything over to Webex at the last minute and try to notify 300+ people. Very stressful. We just kept getting error messages -- "We're sorry. We are unable to complete your request."

    At least you were on the Attendee Hub. We could not. A complete fail.

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    Donna Stout
    Continuing Education Specialist
    Lehigh Valley Health Network
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  • 8.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-18-2021 09:01
    Hi Donna, 

    That might top our issue. How are they resolving this for you (or, are they)? If you are able to talk offline, my e-mail address is yisenberg@jointcommission.org

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    Yehuda Isenberg
    Associate Director, Education ACO
    The Joint Commission
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  • 9.  RE: VAH - event went horribly wrong, anyone else have issues?

    Cvent Staff
    Posted 10-18-2021 10:47
    Hi @Donna Stout, Very sorry to hear about this experience. It sounds like you have been connecting with the account team on this, who is working with our technology team to resolve. Please do reach out to them if you have any additional concerns.

    Kind ​regards,

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    Andrea Zobens
    Online Community Manager, Cvent
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  • 10.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-17-2021 16:11

    I'm having issues adding Zoom details into my sessions. The site isn't even live yet. 

    Run into this error message everytime I try to edit a session;



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    Henk Hassett
    Event Project Manager
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  • 11.  RE: VAH - event went horribly wrong, anyone else have issues?

    Posted 10-18-2021 08:59
    Henk,

    Were they able to fix this for you?

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    Yehuda Isenberg
    Associate Director, Education ACO
    The Joint Commission
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  • 12.  RE: VAH - event went horribly wrong, anyone else have issues?

    Cvent Staff
    Posted 10-18-2021 12:19
    Hi @Henk Hassett you can open a case with Customer care on this and they will help you out! If you click "My cases" at the top of the page when you are in the Community you can submit a new case.

    Hope this helps!​​

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    Andrea Zobens
    Online Community Manager, Cvent
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