Pando FAQs

This page provides a set of best practices and Frequently Asked Questions to enable a faster onboarding experience for attendees, and ease of use when joining Pando events. The FAQ page does not supersede or replace the System Check, which should always be completed prior to joining the program to ensure successful connectivity and configuration.

Q: Can I log in to a Pando event via cell phone?
A: No, the Pando platform is not compatible with mobile devices except for iPads with 13.0 or higher iOS and through the Safari browser.

Q: How do I make sure my device is compatible and can access a Pando event?
A: Pando events can be accessed by PC, Mac, laptops, and iPad devices. Mobile phones are not compatible with Pando. We recommend accessing through the Chrome browser and Safari on iPads. Please make sure to run the System Check on the device you plan to use on the day of your event, to ensure your device is compatible.

Q: Can I log in to a Pando event via iPad or laptop while driving?
A: We do not recommend attending a Pando while operating a motor vehicle or other machinery or while a passenger in a moving vehicle. Please log in to your Pando from a safe, static location to maintain consistent bandwidth, internet connectivity, and to ensure a safe environment for you and those around you.

Q: When I log into the Pando event, I am asked to take a photo. Why is this needed if I will be "on the wall" with my live image?
A: The "photo modal" feature allows you to take a photo, or upload an existing image, that you may use when pausing your live feed. It will hold your place on the wall with a static image of yourself and enable you to step away, take a call, or respond to activity in your environment without interrupting the program. When you "unpause" your image will be live again. While paused, your audio is also on mute. If you do not wish to take a photo or upload an existing photo image, you may also elect to use the "default," which will be either your company’s or our Pando logo image. It operates the same way when you click pause.

Q: I have a lot going on in my background. I want to be on wall but may need to block or pause my camera at times. Is this OK?
A: Pending the program agenda, you are able to pause your live webcam during the program. Clicking the " ll " pause button located under the thumbnail of your image in the top left-hand corner of your screen will stop your live feed, revert to the selected photo or default image, and mute your audio.

Q: I want to be on wall. I want everyone to see me, but I do not want anyone to hear me. Is this OK?
A: Your screener will advise you on how audio operates for your program. Pending the program agenda, most attendees are muted throughout by our studio staff. Once connected, you will know when your audio is active as you will see the words “On Air” in the video window. When your mic is "On Air," anything you say or anything that can be heard from your location will broadcast in the meeting room regardless of who may be speaking.

Q: When I log in to the Pando event, I reach the "photo modal" and cannot take my picture. What do I do?
A: It is possible the web cam is not "allowed." Change your permissions to allow your camera. If using a device that has a forward facing and rear facing camera, make sure you have selected the proper facing camera.

Q: When I log in to the Pando event, I successfully pass the "photo modal" but I sit in the screening queue. Why have I not been screened and entered?
A: Attendees enter the screening queue in the order in which they have arrived. Pending the number of attendees there could be a short wait.

Q: When I log in to the Pando event, I reach my "screener" but they cannot hear me. What can I do to fix this?
A: Check to make sure your device audio is not muted. If you know how to change your audio status, please do so at this time. If not, please contact our help desk and we can walk you through the steps.

Q: When I log in to the Pando event, my "screener" can hear me, I can hear them, but they cannot see me. What can I do to fix this?
A: Your camera is likely blocked or disabled. If you know how to change your camera status, please do so at this time. If not, please contact our help desk and we can walk you through the steps.

Q: I logged in with the name I used to register, but I do not want that name to appear on the wall. Can I change it?
A: After clicking the link to enter the Pando event, you will be asked to enter your First Name, Last Name, Location, and Phone Number. At this field, you must enter the name you wish to appear on the wall. Once you are in the screening queue your name is fixed and cannot be changed on the wall display. If the name does not appear correctly, you must EXIT, clear your cache and re-enter with the proper information.

Q: If I'm having technical difficulties, can someone call me to help troubleshoot these issues?
A: Please ensure the phone number you listed when you logged in is the best number to reach you during the event. You may also reach our Help Desk at the 800 number provided in your registration information.