Steps 2 Wellbeing

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Southampton City

Frequently Asked Questions

FAQs for our online webinar courses

How do I know my device is compatible?

Any device with internet access should be compatible. This includes mobiles, tablets and PCs. Smart TVs and gaming consoles that have inbuilt internet browsers should also work.

Will my internet connection be good enough?

Most Broadband connections will be capable of running the live Broadcast. If you are able to watch other streaming services (YouTube, Netflix, BBC iPlayer) without issue then your connection will be fast enough.

Do I need to download a program?

No. You will be provided with a link by email. All you need to do is click the link you receive.

I’m receiving an error. How can I resolve?

If your video player (E.g. Adobe) on your device is not up to date / present, your Browser will prompt you to install the latest version. Just follow the instruction and then refresh the page. If you are still getting an error, then send an email to with the full details. Alternatively, click here to access the site’s troubleshooting guide.

I won’t be home during the broadcast; can I watch it using my mobile data?

Although it is not recommended to use your mobile data (3G / 4G), this should work. You may run the risk of the video buffering frequently if the connection is not strong enough though. Please note that your mobile carrier may charge you if you exceed your data usage limit.

I am due to attend but I am now unable to. What do I do?

Send an email to asking to be added to the next online course.

I can see the broadcast but can’t hear anything. How do I enable the sound?

Ensure that the volume on both your device and your video player are not muted. If you still are unable to hear the therapists, it is possible that they have muted their microphone- you can inform them via the chat log.

The Broadcast keeps buffering making it unwatchable. What do I do?

If this happens you may find that your connection is not stable enough. However, you can click back on the video slightly so that you are watching a few minutes later than live. This should give the video plenty of time to buffer. However, you will struggle to interact in the same way as other patients.

I haven’t received the email inviting me to join. Can you resend?

Don’t worry if you have not received the email before the broadcast. In some cases this may be sent just five minutes prior to the start. If the broadcast is due at any moment and you still have not received one, then send an email to asking for the link. Also, check to see if the email has filtered automatically into your Junk/Spam inbox.