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. There is no public sign-up — an administrator creates your account or sends you an invitation.
• If your organization uses SSO, use the SSO provider button on the sign-in page 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 on the project's Integrations page.
• 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 badge for the error details or the last synced time.

Schedule Builder

A session overlaps another booking in the same space

If placing a session shows a Scheduling Conflict Detected dialog, another booking of the same kind already overlaps that time, including any buffer time configured on the bookings. Resolve it by moving the session to a different time or a different space.

Floor Plan Designer

The canvas is blank or unresponsive

• Try refreshing the page.
• Clear your browser cache and reload.

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

Sidebar items are missing for a feature I expected to see

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

"isn't enabled for this project" message

You navigated to a page for a disabled module. Ask your project admin to enable the module, or if you are an admin, use the Enable it button on that page (or go to Project Settings > Modules) to enable it yourself.

Mobile App

I cannot get into my event in the hey ema mobile app

• Verify the code with your event organizer — it identifies their organisation in the app, so a typo lands you nowhere.
• If the code is not accepted, sign in with your account email instead.

Check-In

QR code not scanning at check-in

• Increase your screen brightness to maximum.
• Check-in staff can enter the code manually if the QR code will not scan.
• If the QR code image appears damaged or blurry, try opening it from your confirmation email again.
• If it still won't scan, check with event staff — they can look you up by name or email.

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.