Institute & Expo Online Attendee Frequently Asked Questions

Thank you for being part of Institute & Expo Online

Below you’ll find FAQs and answers to help deliver an outstanding conference experience.

Please review the email you received the week of June 14 with log in information to access Institute & Expo Online.


Below is a list of quick start tips:

  • Test your computer (details “Overall / System Requirements” below).
  • Set up your attendee profile (details under “Registration” below).
  • Start with the Navigational Video in the Mom’s Meals Help Desk.
  • Explore the platform – click on the various rooms and links. Have fun. We promise you won’t break anything!
  • Questions? Email


What are the hours for the Registration Desk

  • Tuesday, June 22 – 9:00 am – 5:30 pm (ET)
  • Wednesday, June 23 – 9:00 am – 6:00 pm (ET)
  • Thursday, June 24 – 9:00 am – 5:30 pm (ET)

What email address should I use to log in?

You must use the email address you used to register for the conference. If you are unsure what email was used, please reference your confirmation email.

My colleague has decided they want to register. May they still register?

Participants may register through August 6, 2021. Colleagues who were unable to attend during the conference can register after the conference ends to receive access to the conference content. Simply go to or contact

How do I update my attendee profile?

Once you log in, you may change your information. Simply click on the gear icon in the upper right corner, click on “edit registration info,” update your information and click submit to save your changes.

I registered online but am unable to access the content on the conference site. Please contact the registrations team at They will be able to assist you with getting connected into the conference site.


Should I do anything in advance of the conference?

We suggest you test your computer. To do so:

  • If you’re having problems seeing the full screen, use the zoom function on your computer.

Are there special equipment requirements?

You may participate in the virtual conference from a laptop, computer (Mac or PC) or tablets (Android or IOS).

We recommend you test your computer or device in advance. See section above.

What internet capacity is recommended?

You should use a strong, wired broadband connection with a speed of at least 1.4 Mbps. If your connection is slower, you may still participate but load times may be longer than normal.

Other helpful tips include:

  • Connect to the internet using a network cable rather than using a wireless network.
  • Disconnect from VPN or corporate networks (if possible).
  • Close any unnecessary applications.
  • Refrain from browsing the internet, streaming media and/or downloading large files during this time.

I’m speaking in a session. Any other technical considerations?

Please make sure your computer is set for the time zone in which you’re located so you may access your session at the correct time. For example, if your computer is set for Pacific Time and you’re trying to access your session while traveling to a location in Eastern Time, you will not be able to access the session in Eastern Time.

Our education team will provide other important details about your session separately.

Should I use a specific browser?

Chrome or Firefox are the most stable and consistent browsers for accessing this virtual environment.

What if I’m having a hard time hearing the sessions/speakers?

  • Check to make sure your speakers/headphones work and are turned up to an appropriate volume.
  • If you have internal speakers, make sure they aren’t muted.
  • If you have external speakers, make sure they are powered on and aren’t muted.
  • Make sure you did not lose internet connectivity.
  • If you are using a mobile device, such as an iPhone, make sure you have enough bandwidth. We advise using dedicated wi-fi or 4G.
  • Make sure your system has passed the system test located under “Test my system now.”
  • If your system is using Adobe Flash Player and you receive a “connection failed” message it’s most likely due to a proxy server blocking Flash streaming. Please contact your local IT admin.
  • If you are using an Android device, Apple iPad or iPhone you will need to click on the media play button to begin the presentation. Android and Apple iOS devices do not permit streams to begin automatically.

What if I have technical difficulties during the June 22-24 timeframe?

Please contact our support desk by sending an email to Please contact for issues with registration.


Is closed captioning available?

Yes, closed captioning is available to all registrants. If you would like to use closed captioning, you may turn it on by clicking on the gear icon under your video pop-up window.

This is my first virtual conference. Where should I start?

  • View the virtual tour navigational video.
    • You’ll find a link to it in the top right box in the Help Desk. The video will discuss what’s in each “room” within the virtual site, as well as go over the navigational tool bar at the bottom of each screen.

Do I have to follow the June 22-24 agenda exactly as outlined?

Similar to an in-person conference, you’ll have a better experience if you follow the agenda as closely as possible.

For example, sessions will not begin before their scheduled time.

While sessions are recorded and may be watched later on-demand, you’ll be able to participate in question-and-answer sessions at the scheduled session times only. While you’ll be able to view the questions and answers at a later time, you won’t have the opportunity to submit questions.

Also, many of our exhibitors and sponsors are planning things tied to exhibit hall hours.

The nice thing about a virtual conference, however, is that you will be able to re-listen to sessions* and visit exhibit booths through August 6, 2021. On-demand content will be available starting June 28.

*Note: Part 1 of the session “Tackling the U.S. Behavioral Health Crisis / Fostering Resilience for Better Mental Health Wellbeing” will be pre-recorded and not available during the on-demand period.

For how long may I access the virtual conference?

You may log in to the conference until August 6, 2021. You will be able to watch and re-watch sessions* on-demand, visit exhibit booths, download materials, and more. The on-demand content will be available starting June 28.

*Note: Part 1 of the session “Tackling the U.S. Behavioral Health Crisis / Fostering Resilience for Better Mental Health Wellbeing” will be pre-recorded and not available during the on-demand period.

Are conference handouts available?

Every participant has access to a personal “Virtual Briefcase” in which you may download materials from sessions, exhibit booths, lounges and lounges. When you click on an item, you will see an icon that looks like a briefcase. Click on the icon and the materials will appear in your briefcase.

You may then download or share the materials you collected. To do so:

  1. Open the briefcase icon.
  2. Download content items by clicking the box next to the item and clicking the “download selected” button. NOTE – links cannot be exported in the download.

Are there areas in which I should spend more time, or less?

Similar to an in-person conference, you may tailor the program to your specific needs.

To make your journey through the system even more interesting and fun, you’ll have the opportunity to participate in the AHIP Connections online challenge. Find details at

In addition to the AHIP Connections challenge, throughout the conference, you’ll receive messages with information from AHIP and solutions providers. Simply click on the message at the top of your screen.


How do I access sessions?

From the main lobby or navigational bar at the bottom of each screen, click on “Sessions.” You’ll move to a room with screens for Keynote/Spotlight Sessions, Influence Series Sessions and a Concurrent Session Screen that highlights four themes from which you may choose.

Click on the session type or educational theme you’d like to view, and an agenda will appear in a pop-up window. Choose the session you’d like to attend.

To see a schedule of sessions, click on the agenda button on the far right on the navigational bar.

Will the sessions begin automatically?

  • Prior to the session, you’ll see that the session is listed as “Scheduled.”
  • A countdown timer is displayed until 5 minutes before the designated event start time.
  • The button will change to say “Launch” or “Play” when the content is available, click the Launch/Play button to access the webinar content.
  • You may also click the briefcase icon to save the item to your briefcase for quick access/view later. However, you may view any sessions at a later date whether they’ve been placed in your digital briefcase for quick access or not.

Will I have the opportunity to ask questions, similar to an in-person conference?

For the majority of concurrent sessions, speakers will be available for questions through an interactive chat function during the scheduled session. You’ll have the opportunity to type your question into a public chat box for the speaker to respond in real time.

If you are directing your question to a particular speaker in the public chat box, please say @speaker’s name and type your question so the speaker will know the question is directed to them and they can respond. If you have a question for all speakers on the panel, please say @all speakers and type your question. This gives all speakers the opportunity to weigh in and respond.

Once a session is over, you may view it at a later date but not submit questions.

May I get PowerPoint presentations from the sessions?

Yes. Speakers utilizing PowerPoint presentations are available under “Event Resources” for each concurrent session in addition to the speaker bios.

Are the sessions recorded? Will I be able to re-watch them if I’m pulled away from my computer or have a conflict?

Most sessions are being recorded and will be available through August 6, 2021. They will be available starting June 28.

While you may re-watch sessions (or watch them for the first time) on-demand and view the question-and-answer chats, you will not be able to submit new questions.

*Note: Part 1 of the session “Tackling the U.S. Behavioral Health Crisis / Fostering Resilience for Better Mental Health Wellbeing” will be pre-recorded and not available during the on-demand period.


May I connect directly with other participants, including speakers?

Yes, we’ve added even more options to connect with attendees, solutions providers and speakers.

Attendee to Attendee

  • On each screen within the virtual site, you’ll find an “Attendee” button at the bottom of the navigational bar. Click on the “Attendee” icon and you’ll see a list of all participants who opted in to have their name included.
  • You may view who is attending by clicking on “Now Attending” or “This Location” in the upper right corner of your screen.
  • Use the “Search” function to search for attendees.
  • Use the “Advanced Search” button to search for people based on things like topics in which they’re interested. When you click on “Advanced Search,” you’ll find drop down menus that help you select attendees based on interests, for example.

Once you choose an attendee(s) with whom you’d like to chat, you may do so within the platform. You may also connect through LinkedIn if the attendee included their profile link.

Remember to opt-in to the attendee list and add your social media information to your attendee profile to make it easier for others to find you. (see details under “Registration” section)


I noticed that there are dozens of exhibitors. How may I quickly find who I’m looking for?

To make it easy to find the exhibitors, we’ve broken the exhibit hall into numerous categories.

  • When you click on the “Exhibit Hall” from the main lobby screen or from the navigational icons located at the bottom of all screens, you’ll enter the Exhibit Hall.
  • When you enter the hall, a listing of exhibitors will appear, with the option to search by numerous topic areas. From any booth, you may move to the next or previous booth.

What’s the best way to initiate chats with solutions providers in the exhibit hall?

There are numerous options.

  • Public Chat with Booth Reps
    • When you enter a booth, you will see a public chat box, located to the left of the booth. You may begin typing in the chat box and someone from the company will respond. You may also find that other attendees respond.
  • Private Chat with Booth Reps
    • While in the booth, you’ll see a pulldown menu at the top with a list of the booth reps participating.
    • If the chat bubble next to a rep’s name is green, it indicates they’re online and you may click on the bubble to begin a 1 to 1 chat.
    • If the chat bubble is grey, it means that particular rep is offline. However, there may be other reps that are online.
    • If you click on the envelope icon, you may send an email directly to a rep. You may also use the social media icons to view their social media profiles.