How to troubleshoot when attendees cannot complete onboarding
How to troubleshoot when attendees cannot complete onboarding
Troubleshoot When Attendees Cannot Complete Onboarding
The Onboarding › Video section in Cadence allows you to add engaging video content to your event onboarding process. When attendees report they cannot complete onboarding, it prevents them from accessing your event content and can lead to frustration. This guide will help you identify and resolve common issues that might be preventing attendees from successfully completing their onboarding experience.
When to use
When attendees report they can't complete the onboarding process
When you notice low onboarding completion rates in your metrics
When video content isn't displaying or functioning correctly
When attendees encounter error messages during onboarding
Before you start
You must have System Administrator or Event Manager permissions to troubleshoot and modify onboarding settings.
How to do it
Verify that onboarding is enabled in the Settings tab.
Check that all required custom fields are properly configured.
Navigate to your event dashboard.
Select "Onboarding" from the left sidebar menu.
Click on the "Video" tab at the top of the page.
Verify that "Add Video to Onboarding" is checked if you're using video content.
Check your video file format and size.
For optimal performance, use MP4 format and keep videos under 100MB.
Ensure you've uploaded the video directly to Cadence.
Video materials added via embedded code, YouTube or Vimeo URL are not supported on mobile apps for playback within onboarding.
Enable HLS for smoother video playback if you have an @eventcadence.com account.
Reset onboarding for a test user to verify the flow works correctly:
Go to Onboarding > Reset Onboarding
Search for a test user account
Click "Reset" next to their name
Log in as the test user to experience the complete onboarding flow.
Identify any steps where the process fails or appears confusing.
Fix the identified issues in your onboarding configuration.
Reset onboarding for the affected attendees.
Notify the attendees that they should try completing onboarding again.
Troubleshooting
If attendees still report video playback issues:
Ensure attendees have the latest version of the Cadence mobile app (v2.7.414+ for Android, v2.7.393+ for iOS)
Check that attendees have adequate network connectivity
Verify the video doesn't contain unsupported features like embedded links
Consider removing the video temporarily if it's blocking attendees from completing onboarding
If attendees report being unable to complete onboarding despite video playing correctly:
Verify that all required custom fields are properly configured
Check that custom fields don't contain validation errors that prevent completion
Ensure dropdown fields have at least one valid option