Frequently Asked Questions

Does the host need to download an app?

There is no app download required. However, the host will need a modern version of Google Chrome or Microsoft Edge browser. Internet Explorer is not supported at this time. It’s suggested that the host updates their browser before the session starts.

Does the host need to bring anything to a session?

Yes. The host will need to share their computer screen or a screen from a large monitor in a meeting room. They will also need a phone to participate in the experience.

Can we do a test run before we start?

Absolutely. Just go here, register with your email address, and follow the prompts to get started. You’ll need to use your phone to register as a participant as well.

Can we run a session remotely?

Yes. We have designed our experiences to cater for remote participants and teams. To run a session remotely you will need to organise a group call using your preferred video conferencing tool (e.g. Zoom, Teams, Webex). As the host you will then need to share screen and audio in the video conferencing tool to ensure participants can both see and hear the content.

Can we host run a hybrid session (remote and in-person participants)?

Yes. We have designed our experiences to cater for in-person or remote sessions. For the best experience, we recommend taking part all in-person or all remote using a digital calling tool. That said, running a hybrid experience still works fine, but can be a little more challenging during discussions.

It says we are out of credits. What now?

Sorry about that. Your organisation ran out of credits and will need to purchase more. Please contact your HR administrator or email help@akoako.io and we will get back to you shortly. If you are having this issue during a session, we can’t guarantee this will be resolved, so we recommend rescheduling the session until it’s resolved.

How do participants see my screen?

If you are in a shared room with participants, please ensure the “Group view” with the QR code is centrally placed and everyone can read what’s on the screen. You may connect via hardware on devices like a Cisco Webex Board or Microsoft Surface Hub. If you are using your computer to connect, screen mirroring works great (e.g. Google Chromecast, HDMI cable, Apple-TV).

If you have remote participants, ensure you are sharing your screen (ensure you are also sharing your audio). Use specific instructions from these websites to learn how:

How do participants join the course?

It’s simple for participants to join. The scan the QR code on their smart-phone camera or QR-code scanner to join. If the scanner doesn’t work, no problem. Participants just use the shortened URL below the QR code.

What happens if screen-sharing or audio-sharing is not working?

If screen-sharing or audio sharing is not working, pause the session and click on the help area labeled “Share your screen and audio”. You should see a link that resembles this one: ‘app.akoako.io/sh/xyz‘. Participants with bad internet connects or those having issues with video/audio sharing can use that link on their computer so that they can engage with the experience. Note: It’s just a mirror of what the group is seeing, so do not close the primary group experience!

What happens if my group and I are running into technical issues or things that aren’t working?

We are really sorry about this. While we intend to build the experience to work 100% of the time, that’s just not reality of modern technology. Feel free to email us at help@akoako.io and we will get back to you ASAP. We are working Monday thru Friday, New Zealand time. It would be very helpful if you do email us, you could also send some of the device, browser, and OS (operating system) details, in addition to any screenshots that may be relevant. 

What if we need more help or if we have feedback?

Feel free to email us at help@akoako.io anytime and we will get back to you ASAP. We are working Monday thru Friday, New Zealand time.