Frequently Asked Questions
Joining an Event
When you're ready to join your live event, simply go to the event page on The Knowledge Group site. When you go to that page you should see a red "Launch Webcast" button. Simply click and enter the information on your confirmation email. Please note: This information is different to your account login.
After registering for an event you'll receive an email with a link to the webcast. Once you've clicked the link in the email, you will see a button briefly indicating that there are some connection tests running, once these are complete, the text will change to "Enter Webinar" as shown below. you can then click this button to join your event, there is no need to press the "log In" button.
If you are having any further difficulty please call us on 646-844-0200 or email email@example.com
To maximize the webcast portal and also see the chat window, you will need to press the "Launch Full Experience Button" highlighted below:
Note: You may need to close the original window/tab to prevent any duplication of the audio.
Depending on your web browser, you may need to download a plug-in, please see some guidance below:
Internet Explorer - To view the Webcast you will need to download and install a plug-in that you can download using the following link: https://bigmarker.com/ie_plugin_info
Mobile Device/Tablet - You can download the free BigMarker App Via Google Play and the App Store:
- Apple App Store: https://itunes.apple.com/us/app/bigmarker/id958061479?mt=8
- Google Play Store: https://play.google.com/store/apps/details?id=com.bigmarker.bm_client&hl=en_US
Google Chrome - No Plug-in is required, please refresh your browser window and if the issues persist please open a chat with us or call 646-844-0200 and we can help
Mozilla Firefox - No Plug-in is required, please refresh your browser window and if the issues persist please open a chat with us or call 646-844-0200 and we can help
Safari - No Plug-in is required, please refresh your browser window and if the issues persist please open a chat with us or call 646-844-0200 and we can help
Please check your junk email folder as sometimes this information can be directed there. Usually we send the details to join the event prior to the event starting.
If your event is about to begin and you cannot locate this information please give us a call on 646-844-0200 or email firstname.lastname@example.org
We suggest connecting approximately 15 minutes prior to your event going live, using the details provided. We'll check your connection and audio levels once you're connected as well as answer any last minute questions you may have.
If you need support prior to you can contact us at 646-844-0200 or email@example.com
If your phone is near your computer you must reduce the speaker volume, to prevent feedback through the telephone.
All you need is a phone and your computer. We suggest a landline telephone if possible, you may also want to have a printed copy of the slides should your internet connection drop out.
We have a service where you can leave a recording of your name, or your firms name. All of the details will be sent via email, you can also contact us via phone (646-844-0200) or send us an email, firstname.lastname@example.org
If you are experiencing audio/visual problems with a live event in progress we recommend first refreshing your browser window.
In the event of an audio issue persisting, you can refer to your confirmation email for the dial-in number to join the webcast via phone (be sure to check your junk email too!).
If you are encountering persistent visual issues after refreshing, you can attempt to view the online portion of the webcast in another browser and/or using the BigMarker mobile app.
If you have any further questions, please call us on 646-844-0200 or email email@example.com
If you can't remember your password, you can reset it by moving your cursor over your name in the upper right-hand side of the screen and selecting My Account.
You will then see a box where you can enter your new password, and you will need to confirm that new password in the box below.
If you still have any issues please let us know by calling us on 646-844-0200 or emailing firstname.lastname@example.org
Sometimes it may take a couple of seconds for your webcast to appear under "My Webcasts" on your profile. After a few seconds, if it is still not there, please clear your browser cookies or try a different web browser. If the webcast is still not there, send us a chat message or email email@example.com.
You can also call us on 646-844-0200 between 9am to 5pm (EST). Confirmation of the order may have been sent to your junk mail.
If you need the or W9 form and/or the TIN number please email us at firstname.lastname@example.org and include "W9 Request" in the subject line. You will be sent the W9 in a couple of working hours.
Certificate of Attendance
At the end of your live event you will be sent a survey. We designed it to be completed in less than three minutes. You’ll need to enter the secret words into that survey as proof of attendance as state bars and boards require a completed record of attendance for everyone earning continuing education credits. Upon completion you will receive your certificate via email within 24-48 hours.
If you have not received your survey, you can click the green “Survey Link” button to be directed to that survey (as you can see in the screenshot below). If you have any other questions please call us on 646-844-0200 or email email@example.com