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Webcast Help & FAQ

Welcome to the BACP Webcast help and FAQ pages. Please select a question below to jump to the answer or scroll through the questions below.

Booking and access FAQs

How do I book onto a webcast?
How do I view the webcast on the day?
I have booked for the webcast but the green button hasn’t appeared yet?
I will be unable to view the content live on the day; can I access the videos at a later date?

On-demand service FAQs

How do I access the on-demand content?
Can I received the on-demand videos on a disk/by post/in another format?
How do I know when the on-demand service will become available?
How long are webcasts avialable on demand?
Why isn't the on-demand service available immediately following the live webcast?

CPD certificate FAQs

How do I get my CPD certificate?
Will I still get a CPD certificate if I only watch the on-demand footage?
I was unable to download my certificate while the webcast was online, can I still receive one?
Can I download hard copies of the presenter slides/handouts?

Webcast FAQs

Do your live webcasts include all of the content/presentations/workshops from the conference?
How do I use the programme provided in my joining instructions?
Do you provide webcasts of all of your events?
What is a BACP Webcast Partner?

Technical FAQs

How do I know whether an issue I am experiencing is with my system or yours?
What internet speed do I need?
How do I test my internet speed?
What does my computer need to view the webcast?
The video picture keeps going from clear to fuzzy, why is this?
Can I change the quality of the video manually?
The video keeps buffering/won’t play, why is this?
I can’t hear any sound, why is this?
How much data will watching the live webcast or on-demand content use?
What is Standard Definition video?
What is High Definition video?
Which one can I view (SD or HD)?
Can I watch in HD on an older computer?
How do I clear my cache?

Chat room FAQs

How do I log-in to the chat room?
What are the chat room Guidelines for Conduct?

Further FAQs

I require a receipt for my booking, how do I receive one?
I am a non-member of BACP and booked via telephone, how do I know which username/password to use in order to access the webcast?
How do I provide feedback?


Booking and access FAQs

How do I book onto a webcast?

You can book onto our webcasts online or by telephone.

Booking online 

Click here to view an instructional video, or follow the below instructions:

  • Visit www.bacp.co.uk/webinar 
  • Navigate to the webcast that you wish to book
  • Select the purple “Log in to Register/View” button and log-in using your BACP membership number and password (if you cannot remember your password, please contact our customer services team via 01455 883300 or bacp@bacp.co.uk to request a password reset)
  • Once you have logged in, the purple button will have changed to a yellow “Book this webinar” button
  • Select this and follow the onscreen instructions in order to register. (Please note: our online booking system is universal across all of our events and therefore asks for dietary requirements, badge name etc. as standard. To progress through the booking when you reach this page, please input a “Badge name” as minimum.)
  • Once complete, you will be redirected back to the webinar webpage
  • Two hours after booking, the yellow button will change to a green “Access this webinar” button which will enable access to the webinar when it goes live.

 (Please note: if you log-out of the system, you will be required to log in again upon returning to the webinar page)

Booking via telephone

To book via telephone, please contact our customer services team on 01455 883300.

How do I view the webcast on the day? 

To log-in to a BACP webcast, visit www.bacp.co.uk/webinar and follow the below instructions:

  • Navigate to the webcast that you wish to view
  • Select the purple “Log in to Register/View” button and log in using your BACP membership number and password (if you cannot remember your password, please contact our customer services team via 01455 883300 or bacp@bacp.co.uk to request a password reset)
  • Once you have logged in, provided you have booked, the purple button will have changed to a green “Access this webinar” button. Please refer to the I have booked for the webcast but the green button hasn't appeared yet? question below if necessary.
  • Select this button to access the live webcast and on-demand footage.

 Click here to view an instructional video.

I have booked for the webcast but the green button hasn’t appeared yet?

 

I have booked within the last two hours…

If you have booked for the webcast within the last two hours, please note that you are required to wait for our system to register your booking and grant access to the webcast. Please check back two hours after your booking and try again.

It has been two hours since I booked; the green button still hasn’t appeared…

Please check that you are using the correct username to log-in to the webcast.

If you booked online, an automated confirmation will have been forwarded to the email address on your BACP record. If you have not received an email, please check your spam/junk mailbox and also any email addresses that you could have previously registered with us. The 6 digit username/membership number to which your booking was allocated will be listed under “Membership number” two thirds of the way down the email. Please ensure that you are using this membership number in order to log-in to the webcast.

If you are still unsure, or the green button has still not appeared, please contact events@bacp.co.uk who will be pleased to check for you.

I will be unable to view the content live on the day; can I access the videos at a later date?

Yes, all of our webcasts come with 30 days of on-demand access. For more information about our on-demand service, please view the On-demand Help section.

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On-demand service FAQs 

How do I access the on-demand content?

To view the on-demand content, follow the instructions above in the How do I view the webcast on the day section.

Can I receive the on-demand videos on a disk/by post/in a different format?

Due to the nature of these events as online webcasts, we are unable to provide hard copies of the content. If you have accessibility requirements, please contact the BACP events team via events@bacp.co.uk.

How do I know when the on-demand service will become available?

The dates of availability for the on-demand service will be written within your joining instructions and alongside the webcast of your choice on the webcast webpage once the live webcast has passed. Typically, the on-demand service will become available one week after the live broadcast. 

How long are webcasts available on-demand?

All of our webcasts are available for 30 days, 24 hours a day within this period, from the date noted in your joining instructions.

Why isn't the on-demand service available immediately following the live webcast? 

We have a turnaround time of approximately a one week following the live webcast in order to convert the content from the live broadcast to a format suitable for viewing on-demand.

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CPD certificate FAQs 

How do I get my CPD certificate?

To download a CPD certificate, simply log-in when the on-demand footage becomes available. A link will be available within the on-demand service webpage.

Will I still get a CPD certificate if I only watch the on-demand footage?

Yes. You can still download a CPD certificate by logging in to the on-demand service.

I was unable to download my certificate while the webcast was online, can I still receive one?

Yes, if you were unable to download your certificate please contact the events team via events@bacp.co.uk in order to request one.

Can I download hard copies of the presenter slides/handouts?

Occasionally, presenter slides are available to download during the on-demand service. Please note that this is subject to permission from the event presenters and as such these may not always be available.  

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Webcast FAQs

Do your live webcasts include all of the content/presentations/workshops from the conference?

Our conference live webcasts, whether they are delivered by BACP or by our Webcast Partners, are delivered as one continuous stream of content, to include presentations and workshops from the day interspersed with studio discussion.

Due to the nature of live conferences, presentations /workshops are often delivered simultaneously and as such it is not possible for us to include more than one session in the webcast programme at any one time.

Can I choose which workshops from the conference I view during the webcast?

The chosen presentations/workshops are selected by BACP based on the content, presenter agreement and the format of each session.

Does the on-demand content differ from the live broadcast? Will I be able to see any additional workshops that weren’t included within the live webcast within the on-demand service?

The on-demand content is an exact mirror of the live broadcast with no further workshops added as per the above explanation with regards to the setup of live webcasts.

How do I use the programme provided in my joining instructions?

Please click the link below to view an example webcast programme:

pdf file  Example BACP Webcast Programme (0.32Mb

Do you provide webcasts of all of your events?

We are unable to offer webcasts for all of our events; however due to the success of recent webcasts, we are looking to expand our portfolio to include a selection of our own conferences as well as conferences delivered by our Webcast Partners.

To view a full list of our available webcasts, please visit the webinar webpages. This page displays all webcasts that are currently available to book.

What is a BACP Webcast Partner?

Our Webcast Partners are external conference organisers whom we work alongside to provide the webcast facility for their event. We have previously partnered with OCTIA and UKESAD to provide webcasts of their annual conferences.

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Technical FAQs 

How do I know whether an issue I am experiencing is with my system or yours?

We will ensure that you are notified if we are experiencing any technical difficulties. A notice will typically be displayed on the webcast webpage once you have logged in. If there is no message to inform you of any issues our end, please check your own system. You may find the following questions useful in determining and fixing any issues.

What internet speed do I need?

The BACP live webcast stream uses technology that will adjust the quality of the video stream based on your current internet speed. However, we recommend a minimum internet speed of 2 Mbps.

Broadband, cable and 3G should all be able to provide this, however a dial-up internet connection will not provide a good enough connection speed. Please refer to the section How do I test my internet speed? for more details.

You can test your connection speed by clicking here (please note that you need to check the “download speed”) or refer to the How do I test my internet speed? section.  As your bandwidth can fluctuate, we recommend testing several times.

We would also recommend checking to see if other devices within your household are using your internet connection at the same time. More devices will consume the bandwidth of the connection and as such you may wish to disconnect devices that are not needed when accessing the live webcast.

Please contact your internet service provider if you are unsure about your internet speed, if you think your connection is slower than expected or if you experience any issues with your internet connection.

Please note that BACP do not take responsibility for any non-BACP websites. 

How do I test my internet speed?

To test your internet speed please use one of the below speed checkers, we have included links to all the major internet service providers. Please note that for streaming live content or streaming the on-demand service you will need to check your “Download speed”.

BT

Sky (This is a guide to fixing any broadband problems for Sky customers)

TalkTalk

Virgin

Please note that BACP do not take responsibility for any non-BACP website. 

I am using an Android phone or tablet, iPhone or iPad, or a Windows Phone…

You can download speed checker app by following this link or searching within your app store directly.

Please note that BACP is not responsible for any non-BACP websites or apps downloaded from external sites. It is your responsibility to ensure that you are comfortable downloading and using an internet speed checker on your device.

What does my computer need to view the webcast?

To be able to stream the live webcast or on-demand content, your computer will ideally need to be running the most up to date versions of your internet browser and web plugins such as JavaScript and Adobe Flash player.

You will also require speakers or headphones in order to listen to the video sound.

Please note that BACP do not take responsibility for any non-BACP website. 

The video picture keeps going from clear to fuzzy, why is this?

The webcast technology will be adjusting the quality of the video based on your current internet speed. Firstly check to see whether any other devices within your home are using your internet connection at the same time.

For example, if you are watching the webcast via your laptop, but your smartphone is downloading updates or apps at the same time, this will affect the quality of the webcast stream. There are also many other instances where separate devices could be using some of your bandwidth. You may wish to disconnect devices that are not required in order to improve the picture.

If that does not work/is not the problem, check your internet speed by referring to the section: How do I test my internet speed?

Can I change the quality of the video manually?

During the live webcast:

To reduce the quality of the live stream, and therefore reduce the demand on your internet connection:

  • Hover over the video player until the navigation bar pops up
  • Select the cog symbol next to the word "live"
  • The stream is currently set as "auto" - change this to 640x360

During the on-demand service:

To view the current video quality, play the video. Within the black bar at the bottom of the video player (where the options to stop/start the video or adjust the volume can be found) there will either be the letters "HD" (High definition) or "SD" (Standard definition) indicating the current video quality. To change this, simply click on the letters which will amend the quality type to the alternative quality level.

The video keeps buffering/won’t play, why is this?

If the video keeps buffering, please follow the below steps to check what the issue may be:

Your internet connection:

If your internet speed is low this may cause buffering. Please refer to our What internet speed do I need? section for more information.

Your home network connection:

If you are watching the webcast content using WiFi (Wireless internet) you may wish to check that your home router is not overloaded. Many home routers are not equipped to handle more than a couple of devices at a time and can quickly become overloaded if a household is using many devices (smartphones, tablets, laptops, desktops, smart TVs etc.) at any one time, all connected to the same router. You may wish to ensure that your router can cope with multiple device usage or disconnect any devices that are not required whilst watching the webcast stream.

Your computer:

It is important to be aware of the activity that is happening on the device that you are using to access the webcast. Watching videos using the internet will use your devices resources. As such, if your device is running a lot of programmes or systems in the background, this could cause the stream of the webcast to not play properly.

If you are experiencing issues in buffering, close any webpages and programs that you are not using.

You may also find it useful to clear your cache, click here for further information.

You should also ensure that web plugins such as JavaScript and Adobe Flash are up to date and running the latest versions.

It may also be beneficial to remove any junk files and keep your computer virus and spyware up to date. Malicious software can cause internet problems; as such it is recommended that you ensure your computer is routinely scanned for viruses.

Don’t forget that all BACP webcasts come with 30 days of on-demand service in order to ensure that you can catch up on any content missed during the live stream. 

I can’t hear any sound, why is this?

Check to see whether your speakers or headphones are connected correctly. If so, double check to ensure that your device volume is turned up. If the problem still persists, you may wish to switch to another device in order to view the webcast.

How much data will watching the live webcast or on-demand content use?

To view the live webcast or watch the on-demand content, you will require roughly the following amounts of internet data based on a single hour or streaming:

Stream one hour of Standard definition video – 250MB (Megabytes)

Stream one hour of High Definition video – 2GB (Gigabytes)

We would recommend an unlimited internet data plan, however if you do not have this, we would recommend checking to see whether your internet plan will cover your usage.
 
If you are concerned about data usage or unsure exactly how much you will need to view the full content, please contact your internet service provider. 

 

Can I change the quality of the video manually?

During the live webcast:

These instructions will be updated shortly.

During the on-demand service:

To view the current video quality, play the video. Within the black bar at the bottom of the video player (where the options to stop/start the video or adjust the volume can be found) there will either be the letters "HD" (High definition) or "SD" (Standard definition) indicating the current video quality. To change this, simply click on the letters which will amend the quality type to the alternative quality level.

What is Standard Definition video?

Standard definition (SD) is a digital video format that provides a picture quality similar to digital versatile disk (DVD) and is not considered to be either High Definition or Enhanced-Definition.

What is High Definition video?

High definition (HD) video is a digital video format that provides a higher picture quality than SD. It has a resolution from 720p to 1080i and higher with an aspect ratio (the width to height ratio of the screen). A higher internet speed is required as streaming in HD quality will put greater demands on your internet connection than SD.

Which one can I view (SD or HD)?

Our webcast system will automatically adjust the resolution of the content based on your current bandwidth capabilities, providing a picture that your internet can comfortably cope with throughout the webcast experience.

Can I watch in HD on an older computer?

An older computer may struggle to play HD content. In order to avoid lots of buffering during playback we recommend a modern computer that includes a graphics card and processor that can handle the HD graphics. You may need to watch in full screen mode to reduce the demand on your computer. 

How do I clear my cache?

A browser cache is a temporary storage location on your computer for files that are downloaded by your browser in order to display websites correctly.  

In order to clear your cache, please follow the below instructions as per the internet browser that you are using:

Windows Computer


Chrome

  • Go to the Chrome menu and select “More Tools”, then “Clear Browsing data”
  • In the dialogue box that appears, select all of the tickboxes for the information that you want to remove and use the top menu to select the amount of data that you want to delete. If you wish to delete everything, select “Beginning of time”
  • Click “Clear Browsing data”

Internet Explorer 8

  • Go to the “Safety” menu and select “Tools”, then click on “Delete Browsing History”
  • Check “Temporary Internet Files” and “History” are deleted

Mozilla Firefox

  • Go to the Tools menu and select “Clear Recent History”, select to clear “Everything” under “Time Range To Clear”

Opera

  • Select “Tools”, then “Delete private data”
  • Select the data you wish to clear and then select “Delete”

Apple Computer 

Safari

  • Select “Empty Cache” from the Safari menu

Firefox

  • Go to the Tools menu and select “Clear Private Data”, make sure that the “Cache” box is ticked and select “Clear Private Data now”

Chrome

  • Go to the Chrome menu and select “Clear Browsing data”.
  • In the dialogue box that appears, select all of the tickboxes for the information that you want to remove and use the menu to select the amount of data that you want to delete.
  • Click “Clear Browsing data”

Opera

  • Select “Tools”, then “Delete private data”
  • Select the data you wish to clear and then select “Delete”

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Chat room FAQs

How do I log-in to the chat room?

If you would like to use the chat room, you will be prompted to log-in the first time you write a comment.

  • Select “Guest” and input your full name within the pop up box
  • Select “Log in” and your message will appear within the chat room

Please note that if you refresh the page you may be required to log back in as a new guest.

What are the chat room Guidelines for Conduct?

To ensure that each webcast runs as smoothly as possible and as there may be many people in the chat room at any one time during the live broadcast, there are a few rules of conduct that we ask that you adhere to:

  • Please do not use the chatroom to pose technical questions or request technical help as these will not be picked up. Instead, please use the help pages available on the day as your answer may be there or direct your questions to the email provided on screen on the day.
  • Please treat your colleagues in the chat room and our presenters with the respect with which you would wish to be treated. Please be mindful that your comments may be viewed by our studio panel and presenters.
  • Keep in mind that there may be many hundreds of people typing questions and as such only a few can be addressed by the studio hosts.  We will try our best for you, but time is limited.

Please be aware that failure to stick to these guidelines could result in suspension of your chat room access. 

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Further FAQs 

I require a receipt for my booking, how do I receive one? 

BACP members have on-going access to their receipts via the members area of the BACP website (please note, non-members will not have access to the members area, to receive a receipt please contact the BACP customer services team via bacp@bacp.co.uk). Please follow the instructions below in order to access your receipts:

  • Navigate to www.bacp.co.uk and select the link to the members’ area from the top right hand corner.
  • To log in you will need your membership number and password.  If you have not logged in before, your password will be set as your membership number.
  • There will be four tabs along the top of the page. Select “BACP Account” (second tab from Left).
  • There is a menu down the left hand side of the page. Select “Receipt Printing” from underneath the Membership Services heading.
  • A list of all transactions will then be shown allowing you to print your receipts (please ensure that “All Receipts” is selected under Display Options).

If you experience any issues when accessing your receipts, please contact the BACP customer services team on 01455 883300. 

I am a non-member of BACP and booked via telephone, how do I know which username/password to use in order to access the webcast?

Please contact events@bacp.co.uk in order to request confirmation of your membership number used to allocate your webcast booking. Please do not create a new online account as it may cause some confusion.

How do I provide feedback?

Each webcast will have a dedicated Survey Monkey questionnaire to complete and provide feedback on the webcast experience and content. This Survey Monkey link will be avialable within the on-demand webpage suring the on-demand service. Alternatively, you can provide feedback at any time via emial to events@bacp.co.uk.

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