| Support Category: VILT | Inquiry |
Please refer to the below different access difficulty scenarios that users may encounter; you will find the description along with the SR.
If a user encounters difficulties accessing a webinar after you’ve provided the VILT | How to Access a Webinar SR with instructions, please follow these steps:
- Request a screenshot of what they’re seeing.
- Check the issue below and respond with the appropriate verbiage.
- If unresolved, proceed with the escalation instructions at the end.
| Issue / Cause | Standard Response |
| Issue: ‘Not Started’ status on the event page (in the LMS) Cause: The user hasn’t launched the webinar from their Transcript page. | Thank you for your patience while I looked into this for you. It appears you’re currently on the event page. Kindly note that in order to launch the webinar, you’ll need to navigate to your Transcript page. From the homepage, click ‘My Transcript’, then look for the webinar listed there and click the ‘Launch’ button next to it. Here’s a guide with more information on how to access the webinar: https://www.usta.com/content/dam/usta/officiating/developmenthubwebinarguide.pdf |
| Issue: Zoom displays a 'Sign in' screen Cause: Users with multiple Zoom accounts may be prompted to sign in. | Thank you for your patience while I looked into this for you. If you’re seeing a prompt to sign in, please click the ‘Join’ button instead to successfully access the webinar. |
| Issue: ‘Session has not started’ message on Zoom Cause: The user may be attempting to join before the start time. | Thank you for your patience while I looked into this for you. Kindly note that Zoom may display a message indicating that the webinar has not yet started. Please try joining again at the top of the hour. |
| Issue: Accessing via Mobile Device Cause: Some users may experience issues joining from mobile. | Thank you for your patience while I looked into this for you. Would you be able to try accessing the webinar from a desktop instead? |
What to do Next? (After Above Troubleshooting Steps) |
| If the user continues to experience access issues, even on a desktop, or if the user's issue is not listed above; gather as much information as possible (e.g., device used, error messages, screenshots) and create a ticket after providing this SR. | We sincerely apologize for the difficulties you’re experiencing accessing the webinar. We will escalate this to the USTA Officiating Development Hub Administrators on your behalf. Thank you for your patience and understanding in the meantime. |
