Why can't my attendees reach my custom waiting room screen before I start the broadcast?

I've read other responses on the user forum, and I've followed the instructions correctly. I see an inset of the waiting room screen on my computer, but attendees seem to be stuck in their hallway with the button in the bottom right (which notes "Waiting to Join" grayed out. As soon as I start the broadcast, they are just moved into the live presentation. Is this a glitch with the new experience? Please help quickly - I have a live Webinar on Wednesday! Thank you!!

Screenshot 2026-03-23 at 12.09.04 PM.png

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KateG

Hi @Marguerite_CoxAuto

Glad to figure out it's working, we are halfway there! To help understand a bit better:

Confirm you have the logo at 400x200 pixels?
Does the Registration page branding look correct? Is it just the waiting room?
Where/how are you viewing the waiting room?
Can you share a screenshot, if possible?

Here's what I see when I test branding & customization for a logo and a feature image. Below I uploaded a logo at 405x200 pixels and 12kb.

This is the waiting room from the view of the organizer, it's also what attendees on a computer see:

Marguerite_CoxAuto

Thanks KateG, I got it to work! But… my logo, which I've uploaded the correct file size and dims specified (and I even tried uploading a file whose dims were 50% smaller) appears gigantic and out of frame in the wait room. Why is that happening, and what am I doing wrong? I tried jpg and png files, both at specified dims and smaller, both under 100kb. Do I need to erase my theme entirely and start the whole theme from scratch? I hope not…

KateG

Thanks @Marguerite_CoxAuto for the response. If it still isn't working let me know what you see, particularly in pre broadcast mode, and we can review further.

Marguerite_CoxAuto

Hmmm… I will try again but I'm pretty sure I'm doing everything you described as an organizer. Thank you.

KateG

Hi @Marguerite_CoxAuto Thanks for additional information.

The images are of the new app. I'm using both a mac and PC on Chrome and in the app and I'm not able to replicate what you are experiencing, but let's figure this out.

The image you provided is what an attendee will see after they click 'Join When Session Starts' and the Organizer has not started the broadcast. It's expected for it to be grayed out if the Organizer hasn't started the broadcast.

Can you share a screenshot of what the Organizer sees when they have clicked 'Start the Session' and are in Pre-Broadcast mode? When the green banner is across the screen? You should see the waiting room, which the Attendee will also see.

I realize you are in a time crunch you can also work with customer support, who can do a practice run through with you.

Marguerite_CoxAuto

Not sure if my reply went through the first time. I am following the instructions you note, but the attendees are stuck in their hallway and do not get the active button you circle. What is the cause of this error? I'm thinking it's a new platform glitch? Has this been tested across all browsers?

Marguerite_CoxAuto

Kate, thank you for your reply, but that is my issue - I have started the session but not the actual broadcast - but the attendees aren't seeing my screen. Their hallway - as shown in my screenshot does not give them the active "Join when session starts" button. Their button is grayed out and shows "Waiting to Join".

What is the cause for this error?

KateG

Hi @Marguerite_CoxAuto Welcome to the Community

The waiting room is visible to the the attendees after you have clicked "Start My Session" and are in pre-broadcast mode. This image shows the waiting room from the organizer view. Once you click Start Broadcast, attendees are taken straight to the broadcast.

The image you provided is the hallway, what customers see when the organizer's have yet to click "Start My Session."

Attendees are given the option to test their audio, and then join when session starts. Once that is clicked Attendees will see:

The grayed out button like your screenshot if the organizer has not started the session
Or the waiting room if the organizer is in Pre-Broadcast mode
Or go directly to the webinar if the broadcast has already started.

Hope this helps, let me know if you have any questions.