Supplier, venue and technical handover problems
When the approved presentation will not play at rehearsal
The deck was reviewed and approved weeks ago, and at rehearsal the venue's playback system will not show it properly.
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The short answer
Record exactly what happened on which equipment before anyone changes the file. Note the file version, how it was delivered, which machine played it and what failed, and ask the AV supplier and the speaker for their reading of the cause.
Then choose how the session will run: fix the file, use the speaker's own equipment, or run a simpler version. Content changes need the programme owner. Technical diagnosis belongs to the AV supplier.
What is known and what is not
Write down what is observed, separately from what people think caused it. The last column says who can settle each point.
| Known | Not yet known | Who can answer |
|---|---|---|
| The version the committee approved, its date and file name | Whether the file played at rehearsal is that same version | Programme owner; speaker |
| What the screen showed or did at rehearsal, with the time | The cause: file format, embedded media, fonts, links or equipment settings | AV supplier, in writing |
| The playback machine and the connection used in the room | Whether the speaker's own laptop or a converted file would play correctly | AV supplier with the speaker |
| The session slot, running order and time left before the session | Whether another rehearsal slot is available | Show caller or programme owner; venue |
Who has authority to decide
The speaker owns the content of their slides, and the programme owner owns what the committee approved. Changes to substance, for example removing a video, need the programme owner. The AV supplier decides what can be played reliably on its system.
Whether the venue allows outside equipment to be connected, or a file to be loaded in a particular way, is the venue's decision and may be in the booking terms. Ask in writing.
- Content changes to an approved deck: programme owner, with the speaker.
- How the file is played: AV supplier.
- Use of outside equipment in the room: venue and AV supplier.
- Session timing if a rehearsal runs over: show caller or programme owner.
The realistic options, including stopping or scaling down
Each option has a cost in time, risk or content. Include running the session without slides.
| Option | What it involves | Consequence to weigh |
|---|---|---|
| Fix and retest the file | The speaker or AV supplier converts the deck, and it is retested on the room system. | Keeps the approved content; needs another test slot. |
| Speaker uses own laptop | The AV supplier confirms the connection and tests once. | Familiar for the speaker; adds one point of failure on the day. |
| Simplified version | The speaker removes embedded media or special fonts, with programme owner approval. | Reliable; some content is lost. |
| Present without slides | The speaker speaks from notes and a printed handout if the programme owner agrees. | Removes the dependency; content is reduced. |
| Reschedule the session | Move to a later slot if the programme allows, giving time to fix the file. | Other speakers and timings are affected. |
Communications: who says what to whom
Speak to the speaker and the AV supplier together if possible, so both hear the same facts. Tell the programme owner before any content is removed. Delegates need no message unless the programme changes.
Adjust the drafts to your own facts.
- To the speaker: at rehearsal the approved deck did not play on the room system. Please send the original file and any embedded media, and tell us which version you would like shown. We will confirm the plan by [date].
- To the AV supplier: please tell us in writing what failed, the likely cause, and what you need to test a fixed file or the speaker's own device, and when.
- To the programme owner: the approved deck did not play at rehearsal. Options are [A, B, C]. Please confirm if any content may be removed and who approves it.
Follow-up and preventing a repeat
- Log every playback test in the evidence log with the file version, machine, result and the person who observed it, and leave it unverified until a successful test.
- Record the decision on how the session will run in a decision log.
- Send the final file to the AV supplier by an agreed date and ask for written confirmation it was received.
- Add a presentation file check, with a named person, to the next speaker briefing, using the speaker briefing generator.
- Make a second full rehearsal slot part of the plan for any session with embedded media.
Worked example · Fictional example
A keynote deck fails the day before
Fictional organisation and figures, written to show the level of detail that is useful.
Persatuan Fiktif Perunding Kejuruteraan has a keynote with a deck that includes two embedded videos. At rehearsal the venue's playback machine shows the slides but the videos do not start.
The show caller records the machine, the file name and the time. The AV supplier says the videos may be linked rather than embedded, but wants to confirm. The speaker sends the original files, the programme owner agrees one video can be dropped if needed, and a second test is booked for the next morning before doors open.
Use this yourself
Rehearsal playback log
Use one row per file tested. Keep it open until someone has seen the file play from start to finish on the room system.
| File and version | Delivered by and when | Played on (machine and connection) | Result observed | Owner of next step | Retest date and status |
|---|---|---|---|---|---|
Handle it in-house, or bring in help?
Your team can usually handle this when
- One speaker's file is affected and a retest slot is available.
- The AV supplier is on site and can diagnose quickly.
- The content can be simplified with the programme owner's agreement.
Outside planning help earns its fee when
- Several speakers' files fail, or the problem touches the show caller, venue and AV supplier at once.
- There is no rehearsal slot left and decisions must be made fast.
- Nobody is tracking file versions across speakers.
Need someone to run the file checks?
A conference project lead can set up presentation file checks across all speakers, schedule the rehearsal slots, keep the playback log, and coordinate the speaker, show caller and AV supplier until each session has a tested plan. Technical fixes stay with the AV supplier. A planning diagnostic can also review the rest of the technical handover.
Questions organisers ask
Should we change the approved deck to make it play?
Only with the programme owner's agreement if the content changes. Format fixes that keep the content the same can be agreed with the speaker and the AV supplier.
Is it safer to use the speaker's laptop?
It can work, but it adds a device and connection that must be tested. Ask the AV supplier to confirm and test it with the speaker before the session.
How early should presentation files be collected?
Agree a date with each speaker and the AV supplier, early enough to leave time for a retest. Set it in the speaker briefing and confirm receipt.
What if there is no time to fix it?
Choose between a simplified version and presenting without slides, and ask the programme owner to decide. Record the choice so the show caller knows the plan.
Related resources
Content record: Draft. Written from the cited sources and checked by automated rules; not yet independently reviewed.