STEP 2) Please test your meeting link, from any of the Confirmation or Reminder emails that you have received from us (it is the same link in each email).  Use the device you plan to use for visit day.  Remember to:

1. Copy & Paste the link into the URL bar. Please make sure you copy it exactly and do not miss any characters.
2. Try using Google Chrome if possible. Safari, Edge, and Firefox are good alternatives. 
3. Please do not press the record button as this could prevent you from receiving your Keepsake video.
4. Click the “Allow Access to Camera and Microphone” notification if it pops up, so the browser can access your camera and microphone.
5. Join from a laptop or desktop computer, instead of a phone or tablet for best results.

STEP 3) If you were able to see yourself, success!  Be sure to use this device and browser on visit day. If you could not see yourself, proceed to the Troubleshooting Guide.

Troubleshooting Guide

On rare occasions you may find that you cannot see yourself.  Here are the most common things people see:

If your screen is grey and still says “The meeting needs to use your microphone or camera” even after clicking allow

Issue: This means you likely have a firewall or some security setting preventing the browser from joining the virtual session. 

Solution: Please try a different browser or device until you are able to see yourself on screen.

If your screen is red and you do not see yourself, and instead only see a grey circle in the center of the screen

Issue: This means you have joined the room but the browser is not picking up your camera.

Solution:

1. Please try to select your camera using the hints in the tutorial video.
2. Please ensure there is no other program or tab open on your computer that is already using your camera.
3. Please test your webcam at https://webcammictest.com/

If none of the above works, please try a different browser or device until are able to see yourself on screen.

If your screen is white and you do not see anything

Issue: The browser stopped loading the page

Solution:

1. Please try to refreshing the page
2. Make sure you have copied the link correctly
3. Close the browser and all tabs and start it again

If none of the above works, please try a different browser or device until you are able to see yourself on screen.

If you see an error after clicking the link

Solution: Please make sure you have copy and pasted the exact link from your email, as opposed to clicking it in your email program or calendar.

If none of the above works, please try a different browser or device until you are able to see yourself on screen.

 Still Need Help?

If you have followed all of the steps above, including testing multiple browsers and devices, you may contact Santa’s Elves.

Please make sure you have watched the video and tested your link in different browsers and devices before contacting us, otherwise it will be very difficult for Santa’s Elves to help you.

 To submit a ticket:

1) Visit our Contact Us Page and select the “I had issues with my tech check” selection.

2) Include a screenshot in your submission so we can see your entire screen of where you are having issues.  Please make sure the URL bar in your browser (where you see the link) is visible in the screenshot.

3) Include as much detail as possible about your issue, what you tried, and what devices and browsers you used.  We will be unable to offer much help if you submit a vague response so please be clear and detailed!