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Tech Support and Troubleshooting Quick Guide

Test Your System
Click here, to do an automated check of your computer and web browser. You will either receive confirmation that your device is suitable for this website or suggestions to help.

NOTE: This event works best using the latest version of Google's Chrome Browser
 
Trouble Logging In?
- Make sure your email and password are the same ones you registered with.
- If you receive an error or incorrect password message, try resetting your AACE password by visiting: https://pro.aace.com/. Once your login credentials have been reset, please try to log in to our event website with your new credentials. 

If you are still having issues, please contact AACE at meetings@aace.com or call us at (800) 393-2223 from 9 am - 4 pm ET, Monday- Friday.
 
Submit a ticket for technical support.
- To submit a ticket, you must be logged in to the meeting
- Click the "Technical Support" link in the bottom purple footer of this page
- You will receive an email confirmation after you submit your ticket
 
Troubleshooting Tips

General Tips
- Use the latest Google Chrome (Preferred), Mozilla Firefox, or Microsoft Edge
- Clear your web browser history and cache
- Close any other tabs that may be using a lot of bandwidth
- Check your internet connection
- We recommend you do not use VPN. Use a hard-wired internet connection if possible
- If using WIFI, make sure you are close to the WIFI device
- For video chat, make sure no other programs are accessing your camera/audio (i.e. zoom)
- Restart your computer. A tried-and-true solution for most technical difficulties!
 
Tips If You're at the Office
- Try another network (some offices have robust firewalls that will block video and audio chat) 
- If your office has a firewall, have your IT staff make sure that you can access streaming audio/video
 
Tips If You're at Home
If you are at home, make sure others are not also using streaming services like Netflix, etc., which could impact your available bandwidth
 
Sound & Video Troubleshooting Tips
- Be sure your speakers are turned on
- Be sure your device is not set to mute
- Be sure you are not set to mute within the live-stream player
- For video chat, make sure no other programs are accessing your camera/audio (i.e. Zoom)
 
Technical Support Contact

Contact information
Online Meeting Support
Email AACE: meetings@aace.com
Call AACE: (800) 393-2223
Hours: 9 am - 4 pm ET, Monday - Friday 

Platform Technical Issues Support
Email Cadmium: support@cadmiumcd.com 
Call Cadmium: (410) 638-9239
Hours: 9 am - 9 pm ET, Monday - Friday