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This event occurs in the Eastern Time (ET) Zone for US and Canada.

Time zones are automatically localized to your region in Hopin. Our Schedule has been built on the Eastern Time (ET) Zone for US  and Canada.

*** Hopin Pre-Tests At-A-Glance ***

Instructions for performing pre-event tests:

* DO perform Pre-Event Tests and checks before attending the event.

1.  Disconnect from VPN for these tests and when attending the event.

2.  Conduct Speed Test 

3.  Conduct Pre-Event Check

Hopin: Pre-Event Check

Should any issues be encountered during the pre-event check, refer to the Hopin Quick Troubleshooting Reference Guide

* DO follow the detailed steps and instructions in the Hopin Registration Steps document.

Last dated:  17-Jan-2022

hopin registration steps_v3.pdf

*** Hopin Dos and Don'ts At-A-Glance ***

Key tips to ensure the optimum event experience using our Hopin event tool:

* DO use the most recent version of Google Chrome or Mozilla Firefox for your web browser on your laptop or PC; we cannot guarantee it will work flawlessly on a mobile.  Hopin is compatible with Apple Safari, however Hopin recommends using Chrome or Firefox for the best experience.

* DO install and test Google Chrome or Mozilla Firefox prior to the event start date if this is not your default browser; DO avoid Brave, Microsoft IE and Edge.

* DO NOT use VPN during the event; DO ensure VPN is turned off

* DO check your internet speed.  Ideally, we like to see 30mbps download and 10mbps upload or higher for the best quality. Test your speed here

* DO create your profile with a picture prior to the event start date as part of registration; this is how event participants will recognize and contact you

* DO respect netiquette good practices during the event

* DO familiarize yourself with the User Guide below and attached

* DO contact to troubleshoot Hopin login issues

Event Tool Hopin

Welcome to the Professional Development and Educational Workshop Days Event User Guide.  Here you will find all the necessary information regarding our Hopin event tool, divided into three basic categories:

* an introduction to Hopin

* a Speakers and Sessions Hosts (Moderator) section

* a troubleshooting section

If further questions arise during the event please contact a member of the PDD support staff in Hopin - Chat or for technical problems contact Hopin support directly. 

Your personal Hopin invitation is sent to you via email. If you have not received any invitation to Hopin, please contact us at

If you are experiencing challenges logging into Hopin on the event day, please contact

Introduction to Hopin

Hopin introduction and frequently asked questions (FAQs) are found in the Hopin Knowledge Base under  We recommend using our own guide as it has been adapted to our event. 

Please make sure first ...
  • that you are using the latest version of Google Chrome or Mozilla Firefox.  Please avoid any Brave, Safari, and Microsoft IE or Edge since these browsers lack the modern web technologies support necessary for online events to run in a web browser.
  • that you set your Hopin password.  This allows you to access Hopin without access to your email.  Instructions on how to set your password can be found in the Troubleshooting section.

Note 1:  You MUST avoid VPN connections.  If you are using a VPN (network) or device provided by your employer, ensure your device can access and share your camera and microphone.

 Event Day ...
  1. You will be able to access the event on Hopin 15 minutes before it starts from your profile dashboard by logging into your Hopin account. You are also going to receive a reminder by email one day before and one hour before the event starts, to make sure that you don't miss it!
  2. Similar to a physical event, you can choose where you want to go and what you'd like to attend. 
  3. In the Reception area you will find the complete Schedule showing what is happening where on each day. You will also find an overview of the different event areas, and further details about the event.
  4. Be sure you have already validated your access to the event in Hopin and have received an email confirmation from Hopin (You're in! - ITSM - Building for the Future). If you have NOT received the You're In! email, you need to complete the registration process.  Go to the email invitation previously sent from the itSMF Canada Organizer with instructions and a link to open the event Registration page in Hopin. You will see the available ticket option(s).  Click on the desired ticket category / button. When you confirm your ticket purchase by clicking the "Checkout" button, you will receive the confirmation and have access to the event.  Be sure to complete your Profile so event participants can connect with you.
  5. If you are experiencing challenges logging into Hopin contact
  6. The “What’s happening now” button in the Reception area allows you to one-click navigate to where the action is.
  7. Check your internet speed. We recommend a minimum of 5mbps download and 2mbps upload. Ideally, we like to see 30mbps download and 10mbps upload or higher for the best quality. Test your speed here.
  8. Each Session and Expo (Sponsor) booth will have a separate chat (Session Chat and Expo Chat) where you can interact with other participants or ask questions to the Session Hosts (Moderators) and Expo Hosts at the session you are attending.
  9. Be sure to enjoy the two days of sharinglearning and networking!  Participate in real-time Event Polls. Visit the Expo booths to see what surprises and offers are available from the Sponsors.  Daily Door Prizes will be drawn!
 How is Hopin structured?

Similar to a physical event, you can choose where you want to go and what you would like to attend.

On the left hand side of the Profile screen, you will see 4 event areas:  ReceptionSessionsNetworking and Expo.  Click on the event area, you want to visit.

When an event area (e.g., Sessions) is “live” according to the event schedule, the red “LIVE” tag will be shown, indicating to participants where the action is at the time.

1.  Reception

The Reception area is the welcome page or "lobby" are our event.  Here you can quickly find out what is happening at the event. Here you will also find announcements, important links, and event updates. 

2.  Sessions

The Sessions area will be used for all the sessions, including Welcome & Opening, Keynote, Plenary, Session, Workshop, Discussion Panel, and Wrap-up & Closing.  In Sessions, you will see virtual roundtables for speakers and attendees to interact.   Up to 5 presenters can participate in a Session with their camera on, with up to 500 people who can interact via the session chat. This is often where attendees ask questions to the speakers on camera.

Sessions will automatically appear on the schedule and automatically hide once their time is up.  In sessions with multiple people, you can double-click any screen to enlarge it.

Each Session will have a separate chat where you can interact with other participants or ask questions to the Session Hosts and Moderators at the session you are attending.

Session Hosts (Moderators) will receive a link to the session shortly before the scheduled start-time to set up.

Please respect netiquette - if you are not speaking, please mute yourself to avoid any background noise.  Please use headphones when participating on-screen.  This will help eliminate echo and feedback.

All Sessions will be recorded.  If you do not want to be recorded, do not use share your video, audio or screen.

When you enter the Sessions area, you will be taken to the Sessions landing page.  All sessions will appear here when they are happening in the schedule ("Live").  You will see the available Sessions for that date and time.  To access a Session, click on the session title that you want to join.  You will be directed to the Session as you wait for it to start.

When the session starts you will be able to interact in the Session chat box (see below). Please ensure you select the ‘session’ chat.

3.  Networking

The Networking area on Hopin is the place for automated one-on-one meetings and is Hopin’s way of facilitating connection discovery at an event. Similar to an experience that feels like FaceTime or Hangouts, Hopin pairs two people over a direct video call.  In Networking, when someone clicks the Ready button, the system searches for someone else who has also clicked the Ready button.  When an attendee participates in the Networking, they are matched with a random attendee and meet for a set time preset by the organizer.   If someone else is available, the you both are matched instantly and the video chat begins and lasts for a preset 10 minutes. 

4.  Expo

The Expo area is the virtual exhibitor hall with sponsor booths.  Each Expo booth will have a separate chat where you can interact with other participants or ask questions to the hosts at the Expo booth you are visiting.  Select the booth you wish to visit.  This will take you to the booth.  If it's a live session, click Share Audio and Video. Make sure you've given browser permissions for Hopin to use your camera and microphone.  If there is a pre-recorded video or presentation, you can connect with the sponsor through the Booth chat.

On the right hand side of the Profile screen, you will see ChatPolls and People tabs.


You will find the main Event chat where you can comment and interact with other event participants. You can ask questions using the chat function during presentations using the Sessions chat.  Make sure to follow the Event chat for any important announcements and updates.


You can participate in polling under the ‘Polls’ tab.  Complete the event poll for a chance to win a prize.  Prize winners will be announced during the Day 2 Welcome & Opening and Day 2 Wrap-up & Closing sessions.


You can direct message (DM) participants by browsing under the ‘People’ tab. You can also invite someone to join you in a private meeting room, by inviting them to a video call.  Please make sure the other person is aware and interested in having a video call before sending the invitation.  To send a DM, find the person you wish to chat with in the 'People' tab, click their profile photo, and start your conversation.

How do I get around the event?

Similar to a physical event, the Hopin event experience is self-directed but with way-finding tools and signs to help people easily get around.   Attendees ultimately choose where they want to go.

By default all Hopin areas are open during the entire event.  

 Where can I chat and socialize?

 There are multiple chat channels within Hopin.  Each one serves a different purpose.

  • Event chatglobal event chat where all participants can post messages. Here we will post important announcements so please refrain from using the event chat unless really necessary.
  • Session chateach session in Sessions has dedicated chat rooms. Attendees who are on or off-camera can chat to interact with people on camera and vice-versa. Feel free to discuss but please follow the instructions provided by the Session Host (Moderator).
  • Expo chat - like Sessions, each booth has its own chat for group discussions and interaction.  Here you will find further downloadable resources provided by Sponsors, such as presentations.
  • Meeting chat - In Networking, a private 1:1 chat channel is available to participants.
  • Direct messages - anyone can send messages to an individual at a Hopin event via DMs in the People tab. To send a DM, find the person you wish to chat within the People tab, click their profile photo, and send a direct message to them.  Additionally you can invite people to a 1-on-1 chat using the direct message option in the People tab.
 I'm having issues, how should I proceed?

 First, we recommend you skim the Troubleshooting section.

1.  Make sure you use Chrome or Firefox.

2.  Refresh the browser and try to join again.

3.  If the problem is with audio or video – Click “Leave” on the top right of the session panel, and request permission to moderation panel again (click “share audio and video”).

4.  If you are in a Session, asked the Session Host (Moderator) for help in the chat.

 Can I join a Hopin event from a mobile device?

Yes, Hopin’s web app is available on mobile devices for attendees.

While still in beta, attendees can now attend your Hopin event from their phones and tablets with limited functionality. They can view Sessions, view the Expo, chat, and use the Networking features of our event.

For the best experience please use a laptop or desktop computer with Chrome or Firefox.  Hopin also recommends using your laptop or desktop.

Speaker and Session Host (Moderator) Instructions

 General Instructions for all Speakers (please read)

 General speaker and presenter instructions:

  • Please make sure your audio and video settings work properly
  • There is no need to upload your presentation slides, please simply share your screen with other participants
  • Please respect the netiquetteif you’re not speaking, please mute yourself to avoid any background noise
  • Be there in time for your presentation and we kindly ask you to stick to the time limits for your talk (usually up to 60 minutes for Keynote, Plenary and Session presentations, 120 minutes for Workshops)
  • If you have not done so, make yourself familiar with the full event schedule
 Quick Guidelines for Session Hosts (Moderators) (please read)
The Session Host (Moderator) is asked to take care of the time keeping and moderates the session (e.g. welcome the speaker / presenter, decide whether you want to have 1-2 questions after each presentation or a joint discussion in the end for all contributions). The Session Host is assigned with a moderator role in the session, which means that you can allow people to share their audio and video once they request (you will see a small moderation panel on the left bottom). The Technical Host will be happy to assist you in this. 
 Presenting in a Session
  1. Shortly before your scheduled session time you will receive a link for your session.  Follow that link to join the session.
  2. Click “Share Audio and Video” in open sessions or if you are a session moderator or “Ask to Share Audio and Video” first and then “Share Audio and Video” afterwards in moderated sessions.
  3. If you haven’t allowed access to your camera or mic in the event, you will be prompted to do so at this time.
  4. Once you see yourself on the main screen, you’re live to your audience.
  5. If you are the Session Host (Moderator), you will see those asking to join at the bottom of the video in the “Moderator Panel”. You and your Technical Host get to choose who comes up on screen with you there.
 Enabling Screenshare
  1. You must be actively participating (presenting) in a session. This is done by clicking “Share Audio and Video” in open sessions or if you are a Session Host (Moderator) or “Ask to Share Audio and Video” first and then “Share Audio and Video” afterwards in moderated sessions.
  2. Click the Screenshare Button (3rd from the left) below your video feed and wait for your screen to appear in your video feed.
  3. You are now broadcasting your screen for everyone to see.

To optimally set up a PowerPoint presentation see “Sharing your PowerPoint Presentation” for further instructions below.


 I want to set or change my Hopin password?
  1.  Click the icon on the top right with your Profile picture or initials (next to the inbox icon).
  2.  Click on My Account.
  3.  Click on Profile.
  4.  Click on Change Password.
  5.  Enter your password in both fields and click Save.
 I am having trouble creating a Profile?

When you first create a Hopin account, you’ll be prompted to fill out your profile information. This account needs to be filled out to join an event.

If you can’t finish this process, or run into any errors, close the browser, reopen the browser, and return to

  1. Click My Account.
  2. And go to “Profile” on the left hand menu.
  3. You can complete your profile information here and can join an event thereafter.
 Error completing my Profile?
 If you keep receiving the following error while completing your profile:  “There was an error, please contact support if continues” — you will probably be redirected back to the confirm page every time you click the event.

To fix this, follow these steps:

  1. Sign out of your Hopin account.
  2. Go to the Hopin homepage at
  3. Sign in and go to My Account.
  4. Add your information on my “Profile” page in “My Account” and it will hit Save.
  5. You will be able to enter your event now.
 I am getting a 500 error or 404 error

Whenever you run into a 500 error or 404 error, please try the following troubleshoots:

  • Refresh your web browser.
  • Restart your web browser.
  • Sign out of your Hopin account and sign back in.
  • Restart your computer.

If none of the above fix the problem, email

 I am having video / audio problems

In Hopin, you’ll be prompted to select your audio and video device so that people can hear and see you at the event, but if you are unable to select your AV options, it is probably because you need to give browser permissions for Hopin to access your AV devices.

First, please be sure that you are using Chrome (preferred) or Firefox (backup) and that it is up to date.

If that doesn’t work, be sure to give browser permissions in Chrome:

  • In the URL bar, find the video camera icon and click it.   A dropdown modal will appear like this:

Make sure your camera and microphone are allowed for

You can also check to see if Hopin has access to your AV devices this way:

  • In your browser, click Chrome
  • Go to Preferences
  • Under Advanced, select Privacy and Security.
  • Find Site Settings

  • Under Site Settings, locate Camera and Mic.
  • Hopin should be one of the approved sites.
Why can't I end a one-on-one chat with someone?

In Networking, sometimes the End button might not be visible right away when you first meet someone. This is because the organizer has set a minimum amount of time each conversation has to last before attendees can choose to ‘End‘ the call. 

So the next time if you don’t see the button right away, enjoy the conversation and it will become available very shortly. 

 How to follow up with someone post event

During Hopin’s networking segment, you and your conversation partner choose whether or not you’d like to select the Connect button.

If neither person or only one person selected Connect, a connection will not be made, and you will not be able to follow up with someone through Hopin.  However:

After the conversation, if both parties selected ‘Connect’, you can follow up with them by:
  • In your Hopin account, select ‘Connections‘ on the left panel to see all your contacts
  • Select the way you want to follow up with them (Linkedin, Twitter, Email)
  • You can also choose ‘Unmatch‘ to lose the connection

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