We are sorry that something isn't working as expected. While we intend to build the experience to work 100% of the time, that’s just not reality of modern technology. With that said, here are some things we've seen that we may be able to help with:
Technical issue with the group view
If a page doesn't load correctly, or a button doesn't work—try refreshing the page. This will reload the current page you are on. This may reset the activity for all participants, but you will not lose your place in the session.
Tip: If you need to change host device, for whatever reason, 'Pause' the session, and click on "Save the session for another day". You can then use this feature to continue the session on another device. Read more about that feature here.
Technical issue with participant’s view
If an activity for a participant doesn't load correctly, or they are stuck—try refreshing the page. This will reload the current activity. The participant may lose any information entered for the current activity, but all earlier information will be saved.
Tip: If a participant can't continue on their device, they can always rejoin on a different device. Just 'Pause' the session and have the participant type in the URL or scan the 'QR' code again. Read more about that feature here.
I lost connection: My computer died, I lost internet, electricity went out...
Stuff happens—it's not your fault. While we don't have a "full-proof" way to continue an existing session (if you haven't saved it for another day), we do have some tricks to help you recover.
If you can get your computer (group view) back on:
First, take a deep breath. See if you can message your participants or someone in the experience letting them know you lost connection.
Then, if you can get your computer back on, see if the tab is still open and available. If it's not, open the same browser and go to this link: https://app.makeshapes.com/host
If that is still not working, we don't have a way for you to recover the experience. You'll have to start a new experience, re-register participants, and skip ahead to where you left off. To skip ahead, hold the SHIFT key and press right arrow → on your keyboard. Please go to the last section you were in and let your organisation admin you had to complete the experience in two sessions.
Once you are in, you can save the session for another day if you want to take a break or reschedule because of scheduling conflicts. Read how to do this here.
If you can't get your computer (group view) back on:
First, take a deep breath. See if you can message your participants with another device to let them know you lost connection.
Our recommendation if you can't get your video back on is writing down the last section you remember you were in, and rescheduling the session for another day.
If you reschedule, you'll have to start a new experience, re-register participants, and skip ahead to where you left off. To skip ahead, hold the SHIFT key and press right arrow → on your keyboard. Please go to the last section you were in and let your organisation admin know you had to complete the experience in two sessions.
Need more help?
Feel free to drop us a note on the chat bubble below or email us at [email protected] and we will get back to you ASAP. We are available to support Monday thru Friday, New Zealand time. It would be very helpful if you do get a hold of us, you could also send some of the device, browser, and OS (operating system) details, in addition to any screenshots that may be relevant.