Funeral Tributes and Webcasts: Page Support Guide
Please read this article if you are having trouble viewing a Tribute or Webcast.
Tributes and Webcast Support
Managing tributes and viewing webcasts on the tributes page is designed to be a seamless experience, allowing you to honour your loved ones with ease. However, like any online platform, you might encounter occasional challenges. This troubleshooting guide will help you navigate and resolve common issues, ensuring your tribute creation process remains smooth and stress-free.
1. Unable to Access the Tributes Page
Problem: You cannot access the tributes page, the webcast, or it is not loading properly.
Solution:
- Check Your Internet Connection: Ensure your device is connected to a stable internet connection.
- Clear Your Browser Cache: Sometimes, old cache files can cause loading issues. Clear your browser’s cache and try reloading the page.
- Try a Different Browser: If the page still doesn’t load, try accessing it through a different web browser.
- Disable Browser Extensions: Some browser extensions might interfere with the page. Disable them temporarily to see if it resolves the issue.
2. Trouble Logging In
Problem: You are having difficulty logging into your account.
Solution:
- Check Your Credentials: Ensure you are entering the correct email address and password.
- Reset Your Password: If you’ve forgotten your password, use the “Forgot Password” link to reset it.
- Account Activation: If you’ve recently created an account, make sure you’ve activated it by clicking the link in the confirmation email.
- Browser Compatibility: Ensure your browser is up-to-date. Sometimes, outdated browsers can cause login issues.
3. Issues Uploading Photos or Videos
Problem: You are unable to upload photos or videos to your tribute.
Solution:
- Check File Size and Format: Ensure the files you are uploading meet the required size and format specifications. Common formats include JPG, PNG for photos, and MP4 for videos.
- Stable Internet Connection: A stable internet connection is essential for uploading files. Ensure your connection is not interrupted during the upload process.
- Browser Performance: Close any unnecessary tabs or applications that might be slowing down your browser.
- Retry Upload: If the upload fails, try uploading the files again.
4. Tribute Page Not Displaying Correctly
Problem: The tribute page is not displaying as expected, with elements appearing out of place.
Solution:
- Clear Browser Cache: As with access issues, clearing your browser’s cache can resolve display problems.
- Zoom Settings: Ensure your browser zoom settings are set to 100%.
- Update Browser: Make sure you are using the latest version of your web browser.
- Try a Different Device: If the issue persists, try viewing the tribute page on a different device.
5. Problems Editing Tributes
Problem: You are unable to edit or update your tribute content.
Solution:
- Session Timeout: If you’ve been inactive for a while, you might have been logged out. Log back in and try editing again.
- Save Changes: Ensure you click the ‘Save’ button after making any changes to ensure they are updated.
- Browser Compatibility: Editing functions might not work properly on older browser versions. Ensure your browser is up-to-date.
- Contact Support: If none of these solutions work, reach out to our Funeral Advice Line for assistance.
6. General Performance Issues
Problem: The page is slow or unresponsive.
Solution:
- Close Unnecessary Tabs: Too many open tabs can slow down your browser’s performance.
- Device Performance: Restart your device to clear any temporary issues.
- Check for Updates: Ensure both your browser and device are running the latest software updates.
- Try a Different Network: If possible, switch to a different internet connection to see if performance improves.
7. The Webcast Doesn’t Start Automatically
Problem: The live-stream hasn’t started even though it is the advertised time for the service.
Solution:
- Refresh your Browser: Refresh your browser at the time the service is due to start.
- Wait a Few Minutes: Occasionally the service may not start on time, especially if it is a grave-side service or the family has requested a delay. Allow a few minutes then contact someone who is attending (not the family of the deceased).
- Update Browser: Make sure you are using the latest version of your web browser.
- Try a Different Device: If the issue persists, try viewing the webcast on a different device.
8. The Webcast Player Is Paused or Keeps Buffering
Problem: The live stream won’t start or has paused playback.
Solution:
- Internet speed: Your internet upload speed mightn’t be fast enough to cope with the broadcast. Move closer to the router or switch to a different internet connection.
- Internet Connection: You may need to rely on mobile data or ‘hot-spot’ to supplement your home Wi-Fi if the connection isn’t strong enough.
- Broadcast Issues: The location that the service is being live-streamed from may be having interference, particularly in a Church or at a Grave-side service. Call our Funeral Advice Live if you are concerned this may be an issue.
- Contact Support: If none of these solutions work, reach out to our Funeral Advice Line for assistance.
Getting Support
We understand how important it is to create a meaningful tribute for your loved ones, and we strive to make the process as smooth as possible. We hope this troubleshooting guide helps you resolve any issues you encounter. If you have any further questions or need additional assistance, don’t hesitate to contact us.
If you’ve tried these troubleshooting steps and are still experiencing issues, our Funeral Advice Line is here to help. Call 13 19 34 for 24 hour assistance.
Tobin Brothers Funerals
Celebrating Lives since 1934
