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Common Issues

This page covers frequently encountered issues and their solutions. If your problem is not listed here, contact your ema administrator or event manager.

Start with scope

Before changing settings, confirm who is affected: one user, one project, one device, or everyone. The fastest fix often depends on whether the issue is personal access, feature configuration, published content, or venue connectivity.

Login and Authentication​

I cannot log in​

  • Verify your email address is spelled correctly.
  • Use the Forgot Password link to reset your password.
  • Check that your account has been created by an administrator. You cannot self-register unless self-registration is enabled for your instance.
  • If your organization uses SSO, make sure you are clicking the SSO button rather than entering a password directly.

My session keeps expiring​

Sessions expire after a period of inactivity. If you are logged out frequently, check with your administrator about the session timeout configuration.

Documents and Files​

File upload fails​

  • Check that the file size is within the allowed limit.
  • Verify your internet connection is stable for large files.
  • Try a different browser if the issue persists.
For deadline-critical uploads

If an exhibitor or speaker is blocked close to a deadline, ask them to send the file to the event team while you troubleshoot. Do not let the support issue become a missed compliance deadline.

SharePoint sync is not working​

  • Confirm that the SharePoint integration is connected under Project Settings > Integrations.
  • Check that your Microsoft 365 token has not expired. Reconnect the integration if needed.
  • Look for sync error indicators on individual files — hover over the sync icon for details.
tip

If SharePoint sync shows a conflict, it means the file was modified in both ema and SharePoint since the last sync. Open the file details to choose which version to keep.

Schedule Builder​

I cannot drag sessions on the schedule​

  • Make sure you are in edit mode (the pencil icon in the top bar should be active).
  • Verify you have admin permissions for the project.
  • Check that the session is not locked. Locked sessions cannot be moved.

Speaker conflict warnings​

If you see a red conflict warning when placing a session, it means a speaker assigned to that session is already scheduled in another session at the same time. Resolve the conflict by adjusting the time or reassigning the speaker.

Floor Plan Designer​

The canvas is blank or unresponsive​

  • Try refreshing the page.
  • Clear your browser cache and reload.
  • The floor plan designer requires a modern browser (Chrome, Firefox, Edge). Safari may have limited canvas support.

Exhibitor Portal​

My profile shows as incomplete​

Fields marked as required by the event organizer must be filled in before the profile is considered complete. Check each section of your profile for missing required fields.

I cannot see my booth assignment​

Your event organizer assigns booths. If no booth is listed on your dashboard, the assignment may not have been made yet. Contact your event manager.

AI Assistant​

The assistant says it cannot find information​

  • Rephrase your question with more specific terms.
  • Verify the data exists in your project (e.g., the schedule has been created, exhibitors have been added).
  • The assistant can only access data within your access level. Client portal users cannot query admin-only data.

Modules​

The module for that feature is not enabled on the project. Go to Settings > Modules and enable the relevant module. Sidebar navigation items are gated by the module system — only enabled modules appear.

"This feature isn't enabled for this project" message​

You navigated to a URL for a disabled module. Ask your project admin to enable the module, or if you are an admin, go to Settings > Modules to enable it yourself.

Mobile App​

I cannot find my event in the hey ema mobile app​

  • Verify the event code with your event organizer — event codes are case-sensitive.
  • The event may not have been published yet. Published events are the only ones visible in the app.
  • Try signing in with your account email instead of searching by event code.

Check-In​

QR code not scanning at check-in​

  • Increase your screen brightness to maximum.
  • Try the manual code entry option if the QR code will not scan.
  • Check with event staff — check-in may not be enabled for your registration type.
  • If the QR code image appears damaged or blurry, try opening it from your confirmation email again.
Connected Feature

For live event check-in triage, see Registration & Check-In Issues.

Open related guide

Performance​

Pages are loading slowly​

  • Check your internet connection speed.
  • Close unused browser tabs — the floor plan designer and schedule builder can be memory-intensive.
  • If the issue is consistent, report it to your administrator for server-side investigation.
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