Here's a quick guide to help you troubleshoot some common issues while running a FanXP campaign.
If you're running a Livestream or game day experience for fans, there will be a few important things to know to help you troubleshoot any issues fans have accessing the virtual event. Below are some common support issues you may come across and solutions for how to resolve them.
Login/Registration
Solution: Ask the fan to describe what page they are currently seeing. This will help guide the solution. If they are on the login/registration page ask them which method of authentication they are doing (email, SMS, or password).
Issue: "I haven't received my verification code"
Solution: First, ask the fan if they verified their email address via Email or SMS. If they verified by email, ask them to check their junk/spam/quarantine folder. If these options don't work, you can enter a password for them on their FanCRM profile to override the verification process.
Issue: "It won't let me create a password"
Solution: Make sure that the fan is following the instructions when creating a password. They will need to use a password with at least 8 characters, one uppercase letter, and one special character (like an exclamation mark [!])
Issue: "It says my email address is unknown to the system"
Solution: Ask the fan what email they used to purchase their ticket or register. Then, cross-reference by searching in the FanCRM to see if the profile associated with that email address shows a ticket in the Sales section (or if they have the correct crm tag on their fan profile).
To Find a Fan Profile in the FanCRM, follow these steps: 
Step 1: Search the FanCRM using the email they said they purchased their ticket with.
Step 2: Find their profile, and click on their name.
Step 3: Scroll down to the 'Sales' section of their profile.
Step 4: Check to see if they have a ticket assigned to their fan profile (If no ticket is assigned, ask them if perhaps they used another email address during their purchase).
Step 5: If your event isn't ticketed and is using a CRM tag, check the right-hand side of their profile to ensure they have the proper tag. If it is missing, please select 'Add new tag' and type in the proper tag name for the event.
If no profile exists when you are searching for their email in the FAN CRM, it is likely that they used a different email to purchase the ticket. Ask them if there may be another email that the ticket may be under.
If you cannot find their profile in the FanCRM, attempt to cross-reference by first/last name on the ticketing-side attendee/order list. If they are on the attendee/order list, but NOT in FanCRM, you'll need to create a new Fan profile for them.
Technical
Issue: "What browser should I use to watch the stream?"
Solution: For the best quality version of the performance, we highly recommend using the latest version of Google Chrome or Safari to stream this event. Download Google Chrome here, or Safari here. Other browsers may not work.
Note: FanXP does not support Google Chrome on iPads operating on ios13+. iPad users are recommended to access FanXP stream using Safari.
Issue: "What internet speed do I need to watch the stream?"
Solution: A minimum 20mbps download speed is recommended for high-definition viewing. Tell fans that if they can watch Netflix or YouTube in high definition on their wifi connection with no interruptions, they should be able to stream FanXP no problem.
Issue: "I'm seeing a black screen with "Network Error"?
Solution: Ensure that they don't have any ad blockers on and ask the fan to check their internet speed, which they can do here. The fan will need a minimum of 20mbps to avoid connectivity issues. Anything below this number, and they will experience freezing, buffering issues, and black/blank screens.
NOTE: There is no solution to this issue on the FanXP-side, this is strictly a fan-side issue. They can try moving closer to their router, disconnecting other devices from the network, or plugging in via ethernet cable.
Issue: "Can I watch on multiple devices at one time?
Solution: No, you can only use one device to stream or cast at a time.
Solution: There is an 'unmute' button on the bottom left of the stream video. They will need to hover over the video area for this to pop up.
Casting
"How do I stream this to my TV?"
You will need a Chromecast or Apple TV in order to stream/cast to your TV. If you have one of these devices, there will be a cast button at the lower right of your screen once the live stream begins. Please ensure your mobile device and casting device are on the same WIFI network.
"I want to stream to my TV from an iPhone or iPad"
If you are using an iPhone or iPad, you can only stream via AirPlay to your AppleTV. To cast to your Apple TV, follow the steps here.
NOTE: If you are watching the live stream from an iOS device (iPhone, or iPad) you *cannot stream to a Chromecast device.
"I Want to stream to my TV from an Android/Google Device (Mobile, Chromebook"
If you are using Android/Google-based devices, you can only cast to your TV via Chromecast. To use Chromecast, follow the steps here.
"I want to cast my Chrome Tab on Google Chrome (Computer)"
You can use a Chromecast device to display a Chrome tab or entire screen on your TV. To learn how, follow the steps here.
NOTE: If you are using an iOS device (iPhone, iPad), you will not be able to cast your tabs or window using Chromecast.