Tech Troubleshooting

Category Description of Problem Recommended Action
GENERAL The site looks wrong or performs poorly on my iPad / tablet / smartphone. Yaatly is not set up for tablets or smartphones. Please use a laptop or a desktop computer.
The site looks wrong or performs poorly on my browser. The site only officially supports Google Chrome and Firefox. It also seems to work well on Microsoft Edge, but that’s not official. Note that it does NOT work well on Safari.
The site looks wrong or performs poorly on my browser, and I am logging in through a VPN. We have discovered that Yaatly performs best on Firefox for users who are logging in through a VPN.
I have an issue not addressed anywhere below. If it’s not immediately urgent, send an email to our Tech Support Team at [email protected]. They will be happy to help you via email, or even set up a Zoom meeting to troubleshoot.
I have an urgent issue (for example, I’m mooting in ten minutes) not addressed anywhere below. Click on the “Contact Admin” button at the top of your Yaatly screen to be put in touch with a member of our staff. (However, this may not necessarily be a member of our Tech Support Team. Emailing [email protected] is usually a better way to get thorough troubleshooting.)
My country (or employer) blocks certain websites, and it looks like Yaatly is one of them! There are some Google apps embedded in Yaatly, and some governments and employers have an issue with this. If possible, use a different internet connection — either work from a guest network (if at work) or consider using a VPN (if the issue is national policy).
I got kicked off of Yaatly! Log back in and re-join. If, upon re-joining, you experience any of the other issues described below, consider doing a “hard refresh” (as described below) or clearing your cookies and cache, as the sudden kicking-off might have corrupted your cache.
My internet is very slow! Unfortunately, we can’t help with this. However, we will point out that Yaatly consumes less bandwidth and processor cycles than most other videoconferencing platforms, including Zoom, Google Meet, and Microsoft Teams. So if any of those applications are working for you, then Yaatly should be, too!
I’m on Firefox, and I got an error that reads “your client does not support hardware acceleration.” Now my video doesn’t work.
  1. Click the menu button (the three horizontal lines in the upper right-hand corner.
  2. Select the General panel.
  3. Under “Performance” uncheck “Use recommended performance settings.” Additional settings will be displayed.
  4. In these new settings, uncheck “use hardware acceleration when available.”
  5. Click the Firefox menu button again and select “Exit.”
  6. Close Firefox and restart it.
LOGGING IN When I enter my name and password, it tells me “Password Incorrect.” Try again, as you may have mistyped. If it fails a second time, use the forgot password button.
When I enter my name and password, I get a pop-up window that says I have no ILSA ID. You can safely ignore this, and just click “RSVP” or “Enter Event.” If that doesn’t work, email [email protected].
I don’t see any matches, I only see an indication that there’s some event on March 8th (or March 9th). You’re not on the right page yet! Click on the “RSVP” button (it doesn’t look like a button, but it is), and then click on “Enter Event” (which also doesn’t look like a button. You will then be tranported to a black-backgrounded page. This is the “lobby.”
I’m in the lobby (the black background screen with the Jessup 2021 Global Rounds logo), but I can’t see any matches. First of all, be a little patient! It takes some time (usually, no more than ten seconds or so) for the matches to appear. However, if it takes more than a minute, then proceed through the following fixes.

Do a “hard refresh”: On a Windows machine, click CTRL+F5. On an Apple machine, click SHIFT+COMMAND+R.

Clear your cookies and cache. On Chrome, click on the vertical row of three dots at the top right-hand corner of your browser. Go to “More Tools” -> “Clear Browsing Data.” In the ensuing popup, make sure “Cookies and other site data” and “Cached images and files” are selected, and click “Clear data.” Log out of Yaatly and back in.

Clear your cookies and cache. On Firefox, click on the vertical row of three lines in the upper right-hand corner of your browser. Select “Options”, and then select “Privacy & Security.” Scroll down to “Cookies and Site Data,” and click “Clear Data.”

If you’re on a VPN, consider switching VPNs.
I entered my login and password, and it just keeps loading and loading. Try pointing your browser directly at https://jessup.yaatly.com/e/O3VFzp0T3Lkby0crAypI

Do a “hard refresh”: On a Windows machine, click CTRL+F5. On an Apple machine, click SHIFT+COMMAND+R.

Clear your cookies and cache. On Chrome, click on the vertical row of three dots at the top right-hand corner of your browser. Go to “More Tools” -> “Clear Browsing Data.” In the ensuing popup, make sure “Cookies and other site data” and “Cached images and files” are selected, and click “Clear data.” Log out of Yaatly and back in.

Clear your cookies and cache. On Firefox, click on the vertical row of three lines in the upper right-hand corner of your browser. Select “Options”, and then select “Privacy & Security.” Scroll down to “Cookies and Site Data,” and click “Clear Data.”

If you’re on Chrome, try Firefox. If you’re on Firefox, try Chrome. You’d be surprised how often that works.

If you’re on a VPN, consider switching VPNs.
“I CAN’T SEE ANYTHING” When I log into the Student Lounge, the Judges Lounge, or the courtroom’s Prep Room (the “Jitsi rooms”), I only get a black (or dark grey) screen — I can’t see anyone else. These rooms are run by a third-party video provider, Jitsi. This is ALMOST ALWAYS a “corrupted cache” issue with Jitsi. Either (a) try a hard refresh (see above), or (b) go back to the lobby and, in your browser, clear cookies and cache (see above)
When I log into the courtroom itself (the “Yaatly rooms”), I only get a black (or dark grey) screen — I can’t see anyone else. These rooms are run by a third-party video provider, Jitsi. This is ALMOST ALWAYS a “corrupted cache” issue with Jitsi. Either (a) try a hard refresh (see above), or (b) go back to the lobby and, in your browser, clear cookies and cache (see above)
Some of my team members, observers, or coaches can enter the courtroom, but others can’t. Have one of the people who’s in the courtroom copy and paste the URL of the courtroom and send it to the other members. This sometimes bypasses some of the goofy redirecting issues that Yaatly and/or Jitsi have. In a pinch, I suppose we could event send an administrator into the courtroom, collect the URL, and send it to a representative of the team. (For reference, the format of the courtroom URLs is often something like https://jessup.yaatly.com/e/fXYuDOwwp87TII7Suz5U/r/1115/p/-MUmMKy_ksGSokZL0HUy/c/-MUmMKya9aOY5b0PH5mw – so not something you can easily memorize.)
AUDIO AND VIDEO I cannot turn on my microphone and/or camera. Make sure you’ve closed all other audio- and video-conferencing software — including Zoom, Microsoft Teams, Google Meet, Bluejeans, etc.

If it has been awhile since you last rebooted your computer, consider rebooting your computer. Especially if you have recently used a different audio- or video-conferencing software platform. Sometimes these platforms don’t cleanly “release” control of your microphone or camera.

On Chrome, click the microphone or camera icon on the right-hand side of your address bar. In the ensuing pop-up menu, make sure you are allowing Yaatly to access your camera and microphone.

On Firefox, click the “i” in a circle, next to the padlock icon on the left-hand side of your address bar. In the ensuing pop-up menu, make sure you are allowing Yaatly to access your camera and microphone.

Try a “hard refresh” (CONTROL-F5 on Windows machines, SHIFT-COMMAND-R on Apple machines). This is like a normal refesh, except it bypasses any cached images, apps, or addresses.

Clear cookies and cache (see above).

On Chrome… Click on the three dots (“Menu”) in the upper right-hand corner of the browser. Click on “Settings.” On the ensuing page, WAAAAY down the page under “Privacy and Security,” there will be an option called “Site Settings.” Click on it. … AT THIS POINT, the user may shout “AHA!”… Because the first part of the page lists all the sites you’ve blocked from using your mic or camera. In that case, click on the icon next to jessup.yaatly.com, and on the ensuing page, click “Allow” next to “Camera” and “Microphone.” You shouldn’t even have to restart Yaatly – relief should be immediate.
In the courtroom, everything seems fine until I take the podium. Then I can’t turn on my microphone or camera. Do a hard refresh (see above) or clear cookies and cache. (The room is obviously working, since you’re in and things work when you’re at counsel table. It’s just a matter of refreshing your cache.)
I’m using an external microhpone or camera, and Yaatly isn’t working well with it. On Chrome:

  1. At the top right, click More More and then Settings.
  2. Under ‘Privacy and security’, click Site settings.
  3. Click Camera or Microphone.
  4. Turn on or off Ask before accessing.
  5. Review your blocked and allowed sites.
  6. To remove an existing exception or permission: To the right of the site, click Delete Delete .
  7. To allow a site that you already blocked: Under ‘Blocked’, select the site’s name and change the camera or microphone permission to ‘Allow’.

On Firefox:

  1. 1. Click the menu button and select Options.
  2. Click Privacy & Security from the left menu.
  3. Scroll down to the Permissions section.
  4. Click the Settings… button for the Microphone option.
  5. Firefox displays the websites with saved Allow or Block permission.
  6. Microphone Permission Settings – Options page
  7. Use the Allow/Block selector to change permission for the website. You can remove the site by selecting it from the list and clicking the Remove Website.
  8. Select the Block new requests asking to access your microphone checkbox if you do not want to give any other sites access to your microphone.
  9. Click the Save Changes button.
I have other microphone or camera issues On Chrome, have a look at this useful page: https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DDesktop&hl=en

On Firefox, have a look at this slightly less useful page: https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions
WHEN ALL ELSE FAILS Are there some common fixes that might address many of the above issues — or even some issues not listed here? In addition to the “hard refresh” (described above), clearing cookies and cache, and simply rebooting your computer, here are some things that we’ve discovered are quite helpful for unusual issues:

  1. Do not use Incognito or Private Browsing mode.
  2. Delete or disable any extensions that your browser might be running.
  3. Consider turning off ad blockers or popup blockers while on the Yaatly site.
How can I reach tech support? Email [email protected]
How can I reach someome from ILSA (probably not tech support) on the site? Click on the “Contact Admin” button — but please reserve this for true emergencies.