Institute & Expo Online 2020 FAQs

Thank you for participating in Institute & Expo Online.

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


How do I access the system when the conference starts on Tuesday, June 16?

On Monday, June 15, all registered attendees received an email with log in information to access Institute & Expo Online. In that email you’ll find important details including what time to begin logging in. If you did not receive this email, please email

You may test your computer (highly recommended) before receiving that email. In the “Overall/System Requirements” section below, you’ll find a simple-to-use test link.


Overall/System Requirements

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. To do so:

  1. On the log in page click the “System Check” button to ensure your computer and connection are ready to view the experience and all its live presentations.
  2. You may run a test here:

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.

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 16-18 timeframe?

Please contact our support desk by sending an email to

Please contact for issues with registration.

General Information

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?

We suggest you begin by viewing 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 16-18 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, lounges, and hospitality suites up through September 30, 2020. On-demand content will be available starting on June 19. (note: The General Session, “The 2020 Race and its Implications for the Nation,” is closed to the press and will not be available on-demand after the live event. No recording is permitted.).

For how long may I access the virtual conference?

You may log in to the conference until September 30, 2020.* 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 on June 19.

*The General Session, “The 2020 Race and its Implications for the Nation,” is closed to the press and will not be available on demand after the live event. No recording is permitted.

Are conference handouts available?

Every participant has access to a “Virtual Briefcase” in which you may download materials from sessions, exhibit booths, lounges and hospitality suites. 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.

Will I receive any materials following the conference, in addition to what I add to my digital briefcase?

Yes. New this year, you’ll receive “InstituteGo Experience by Accenture,” a post-conference report with session summaries, insights on trends covered during the conference, and more. You’ll receive access to the report following the conference. You may also click on the InstituteGo banner from the lobby for details.

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 Institute & Expo Connections online challenge. Find details at

In addition to the Institute 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.


What are the hours for the Registration Desk?

  • Tuesday, June 16 – 9 am to 6 pm (Eastern Time)
  • Wednesday, June 17 – 9 am to 6 pm (Eastern Time)
  • Thursday, June 18 – 9 am to 6 pm (Eastern Time)

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 September 30, 2020. 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.


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 three screens – Keynote Sessions, Influencer Series Sessions and Concurrent Sessions. Click on the session type 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?

Yes. For the majority of 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 chat box for the speaker to respond. Once a session is over, you may view it at a later date but not submit questions.

Can I get speaker PowerPoint presentations?

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 September 30, 2020, they will be available starting June 19.  (note: The General Session, “The 2020 Race and its Implications for the Nation,” is closed to the press and will not be available on-demand after the live event. No recording is permitted.).

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.


May I connect directly with other participants, including speakers?

Yes. There are several ways to do this.

  1. 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.
  1. You may view who is attending by clicking on “Now Attending” or “This Location” in the upper right corner of your screen.
  2. Use the “Search” function to search for attendees

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 various social media channels an attendee has listed.

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)

May I chat directly with sponsors and exhibitors?

Yes. In each sponsor’s exhibit booth, lounge or hospitality suite, there will be a button on which to click to begin a chat. In booths, you’ll find the button located at the top of the screen, to the right (see more details under “Solutions Providers” section of this document).

In lounges and hospitality suites, the “click to chat” icon is located to the left of the screen.

Are chats private or public?

Both are available. You may choose to participate in a public chat with numerous attendees, or a one-on-one private chat.

Solution Providers

I noticed that there are more than 100 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?

When you visit a specific company’s 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.

Are there solutions providers located in areas other than the Exhibit Hall?

Yes. You’ll find that there are lounges, hospitality suites and a help desk that feature different solutions providers. You may enter those rooms through the lobby, navigational “flags” in various rooms, or from the main navigational bar at the bottom of each screen.

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