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Event FAQs, Livestream Tips, Technical Support

Please note: You must be logged in to access ANY of the content including livestreams, recordings, and slides, and you only receive access to content for the courses/events you're registered for.

Welcome to ACG 2022! This page provides assistance for questions related to logging into the platform, accessing content, registration, and technical issues.

Before attending the virtual ACG 2022 meeting, be sure to read through these tools & tips to make the most out of your experience. Click on each section below for more information. As a reminder: This website and the livestream work best using the Chrome browser on a computer. We do not recommend using a mobile device.

1. Event FAQs – Logging in, Livestream, Slides, Networking, Exhibits

2. Tools and Tips for Watching Livestream Sessions

3. Getting Help – Technical Support and Help with the Livestream

4. Getting Help – Attendee Support and Registration Questions

5. Getting Help – Virtual Expo Services

Event FAQs – Logging in, Livestream, Slides, Networking, Exhibits

1. How do I log into this Conference Platform?
To log into the platform, click "Login" in the upper right corner of the homepage and enter the email address you registered with and your access code (ACG registration order number). Your access code was included on the confirmation email sent to you after you registered. The email came from registration@gi.org. Check your junk/spam mailbox if you cannot locate this email. Also, on the login page, there is a "forgot ACG order ID / access key" prompt so you can have your access code re-sent to you. If you are still having issues finding your access code, please contact acg2022@gi.org.

To watch livestreams or recorded videos, view slides, and use the networking feature, you must first login AND complete your account profile, which only takes a few minutes.

2. How do I watch livestream sessions?
You must be registered and logged into the Conference Platform to view livestream sessions (see #1 above). Click the "Join Livestream" button on the home page, and the list of that day’s sessions will appear. Click on the session you want to watch, then click the Livestream button. Note: This button will become available 15 minutes before the session start time. (If the button is locked, you are either not registered for it or are not logged into the Platform.) PLEASE NOTE: livestreamed sessions cannot be viewed on the app. Livestream sessions are identified with a blue video camera image.

3. What time zone is used for the livestream sessions?
All times listed are in Eastern Time.

4. How do I watch on-demand or Bonus sessions?
You must be registered and logged into the Conference Platform to view on-demand sessions (see #1 above). Click the "On-Demand" button on the home page. Click on the session you want to watch, then click the Play Video button. (If the button is locked, you are either not registered for it or are not logged into the Platform.) On-demand and Bonus sessions are identified with a purple "play" image.

5. Why are the buttons for slides and livestream locked?
If you visit the platform and content buttons are locked, (a) make sure you are logged in; and (b) check your registration confirmation email to confirm which courses you are registered for. You only receive access to content for the courses you are registered for. Please check your registration receipt BEFORE the meeting to ensure you’re properly registered. If you are registered properly and still cannot access content, contact acg2022@gi.org. If you are not registered correctly or want to modify your registration, see the Getting Help - Registration section below.

6. When will recordings of sessions be available, and for how long?
Sessions presented live in Charlotte will be recorded and made available after the meeting on the Conference Platform, typically within 7-10 business days after the meeting. Both virtual and in-person attendees will have access to recorded content and slides on the Platform until March 31, 2023. After that, slides will be available on the meeting app. Note: access to content depends on what you have registered for.

7. How do I ask questions during the sessions?
Both virtual attendees and in-person attendees can text questions during presentations. Click here to view texting instructions and codes.
 
8. How do I access the e-Posters?
The e-Posters will be available starting Sunday, October 23, 2022 at 12:00 pm ET. Use the Posters or ePoster Hall button on the home screen of the Conference Platform or click here. The poster abstracts are also available there. Questions or comments can be sent to authors who have provided an email address.

9. How can I connect with other attendees?
Use the Networking button on the home page to view the list of attendees who have agreed to share their information. The Platform offers networking ability via Message Board (click here for messaging information). When you create your Platform account, you have the option to share your contact information. This is optional, but you will not be able to connect with others unless you opt to share.

10. Can I visit exhibitors on the Conference Platform?
Yes, use the Virtual Expo Hall button on the home page during the meeting (October 21–26).

11. Are there open-access sessions that don’t require being logged in?
Yes, view the various in-person and livestreamed industry-sponsored events with the Exhibitor Product Theater and Industry-Sponsored Symposia buttons on the home page, or use the left menu to see the full list (click Presentations then Browse by Course). Several of the Industry-Sponsored Symposia offered during the meeting will be livestreamed and recorded, and later posted to the Conference Platform after the meeting as on-demand videos.

12. How do I get my CME and MOC?
Information on the number of credits available for this event and a link to the evaluation site can be found on the CME/MOC button on the home page. The evaluation site (https://evals.gi.org/am/2022) will open on Friday, October 21, 2022.

13. Is a meeting app available?
Yes, in Apple and Google Play app stores, search for the “ACG Mobile” app. Log into the app with the order number listed on the confirmation email you received after registering for ACG 2022, and use the same email used to register for the meeting. PLEASE NOTE: livestreamed sessions cannot be viewed on the app, you must use the Platform to view the livestream.

Tools and Tips for Watching Livestream Sessions

Below is a list of technical troubleshooting tips. If you have tried these tips and are still having issues, contact Technical Support as indicated below.

Test Your Equipment in Advance

• Please test and check your system at least 15 minutes prior to event. This includes your network connection, device battery life, and speakers.
• To optimize your virtual meeting experience, complete a system check by clicking the "Technical Support" link in the footer and clicking System Check.
• The Meeting is optimized to be accessed on a desktop or laptop computer. We do not recommend using a mobile device. PLEASE NOTE: livestreamed sessions cannot be viewed on the app.
• While most browsers may work, it is STRONGLY recommended to use Chrome for the best online experience.

Troubleshooting Technical Difficulties

• The Platform runs on higher bandwidth. Please know that some WiFi connections may cause your streaming experience to be spotty.
• Some networks cause streaming services to run slow. If your sessions seem slow or you are having audio issues, please try to refresh the page.
• If you have any technical problems within the Platform that are not addressed in these tips, please see the “Getting Help - Technical Support” section below.
• If you are experiencing technical issues, please review the Tech Tips for an Optimal Virtual Meeting Experience.

At any time, you can run a system check by clicking on the Technical Support link on the footer of the platform page, then clicking "System Check." This will tell you where your system is not aligning with the platform.

Below are some common livestream and recording issues and general recommendations.

No sound -- Be sure your speakers are turned on, and you are not set to Mute within the livestream window. When the stream begins, you may see a message that says, “Click here to unmute.”

The livestream screen is blurry or there is no video -- You may be experiencing a connectivity issue if the livestream appears blurry or you cannot see video. Try refreshing your browser, exiting the livestream, or restarting your browser. You can do this by clicking the circular refresh icon beside the URL or holding down Ctrl +R buttons on your keyboard on a desktop/laptop. Another option is to adjust your resolution by scrolling down on the livestream screen, clicking the gear icon (Settings) in the lower right, and adjusting the quality. 1080p is the highest resolution, and most recommended. If you see a number lower than 1080p, click on the number to adjust the resolution. Please note, a higher resolution might impact your internet connection.

Connection issues -- Disconnect from your VPN. If you are in an office, try another network such as a guest network (some offices have robust firewalls that will block video). If your office has a firewall, ask your IT staff to make sure you can access streaming audio/video. Close any other tabs that may be using a lot of bandwidth. If you are at home, make sure someone in your house is not currently using streaming services like Netflix, etc. which could impact your available bandwidth. Use a hard-wired internet connection if possible.

On-demand session is not playing -- Make sure you have clicked on the play button on the video player window. Ensure the audio is not muted on the video player window. Ensure you are not using a VPN or remote system.

Getting Help – Technical Support and Help with the Livestream

If you have tried the technical troubleshooting tips above and are still having issues or are having system errors or audio/visual errors, please contact Technical Support:

1. Submit an online support ticket by clicking on the Technical Support link on the bottom of the page.

2. During the Meeting (Oct 21-26) Call the Technical Support Hotline at 443-819-2367 (long distance charges may apply). Support staff will be available during the following hours (Eastern Time):
Friday, October 21 ------- 6:30 am - 5:00 pm
Saturday, October 22 ------- 7:00 am - 5:00 pm
Sunday, October 23 ------- 7:30 am - 5:00 pm
Monday, October 24 ------- 7:30 am - 5:00 pm
Tuesday, October 25 ------- 8:00 am - 4:00 pm
Wednesday, October 26 ------- 8:00 am - 11:00 am

3. For Technical Support outside the hours listed above, call 443-638-9239 (long distance charges may apply) or 887-426-6323, Monday - Friday 9:00 AM - 9:00 PM Eastern Time.

Getting Help – Attendee Support and Registration Questions

For questions about meeting registration that are not answered below, or about your Platform account, or access to slides/recordings, please email ACG at acg2022@gi.org. (For livestream help, contact Technical Support listed above).

Or call the ACG office during the meeting (Oct 21-26) at 301-383-8859 (long distance charges may apply). ACG staff will be available during the following hours (Eastern Time):
Friday, October 21 ------- 6:00 am - 5:30 pm
Saturday, October 22 ------- 7:00 am - 5:00 pm
Sunday, October 23 ------- 7:00 am - 5:00 pm
Monday, October 24 ------- 7:00 am - 6:30 pm
Tuesday, October 25 ------- 7:30 am - 6:25 pm
Wednesday, October 26 ------- 8:00 am - 12:15 pm

1. I registered for the meeting but did not receive login credentials for the Platform.
Please check your spam/junk mail folders for a message from registration@gi.org, as the registration confirmation email could have ended up there. Also, on the login page, there is a "forgot ACG order ID / access key" prompt so you can have your access code re-sent to you.

2. I registered for the meeting but cannot access the livestream, videos, or slides.
Please verify your registration receipt to ensure you are registered properly. Attendees only receive access to courses/sessions they are registered for. If you are registered properly and still cannot access content, contact acg2022@gi.org.

3. I registered for the meeting but when logging in, it says “Account was not found” or I used the “forgot ACG order ID / access key” link but have not received the email.
Please email us at acg2022@gi.org.

4. What if I lose my access link?
Click the "forgot ACG order ID / access key" prompt on the login page to have your access code re-sent to you.

5. Can I modify my registration to add another course?
Yes, you can edit your registration for the meeting at any time by visiting meetings.gi.org and looking up your registration by last name and order number. After modifying your registration, you will need to log out and then log back into the Platform for the change to take effect.

6. Can I still register for the meeting?
Registration is open until December 31, 2022 and all recorded content will be available on the Platform until March 31, 2023. Click HERE for ACG 2022 Meeting Registration.

Getting Help – Virtual Expo Services

Virtual Exhibitors who need assistance should email us at emccubbin@gi.org.