Frequently Asked Questions

Two reasons may explain this problem:

1. Access to media library might be restricted. If you have not received your login or password details, please contact help desk.
   If you cannot log in, they may be not correct.
2. To access the media library, it requires that your browser accepts cookies. Otherwise, the connection may be denied, even with the correct login. Warning: the "private" browsing mode does not accept cookies.
   To check if your browser is properly set up, you should browse the options menu:
   
   • With Internet Explorer, go to "Internet Options" and check that the setting is the following:
     • Security: "Medium-High" maximum (2^nd level or lower)
     • Privacy "Medium-High" (3^rd level or lower)
   • With Mozilla Firefox, go to preferences, select the “Privacy” panel.
     Within History part, in “Firefox will” select "Use custom settings for history" and make sure "Accept Cookies from sites" is ticked.

First, make sure that the antivirus or firewall on your computer does not block all or part of the platform. In order to ensure this, temporarily disable them and reconnect.

Then, if you are connected to a secured environment, like hospital, you may not be able to view any presentation. Indeed, some features might not be available due to security policy. Please contact your network administrator or view the presentation from your own computer.

I am working on PC environment and I am using an old browser (eg Internet Explorer 9 and earlier)

Please install the "Flash player" plug-in on your browser to view presentations and posters.

I am working on an Apple environment

The presentations created before 2014 and all electronic posters are using "Flash" technology which is incompatible with Apple systems.
If you are not able to view presentations from a different device, please try an alternative solution by installing "Puffin Web Browser".

If you can view a presentation but it slows down or stops, your internet connection may not be sufficient to view presentations in HD ("High Definition").
Please press the"HD" icon to disable the "High Definition" mode, and you will be able to view presentations in Low Definition.

We advise you to plug headphones (instead of your computer‘s speakers) so you could adjust the sound volume significantly.

If your question is not listed, please contact us on our support center .
Detail your request with the information about your working environment (PC or Apple), location of your connection (home or secured network like hospital...)
and presence of "Flash Player" plugin in your browser.
This information will help us to understand your issue and to assist you promptly.