If you see this error when starting a webcast:

“missing key missing key-pair-id query parameter or cookie value”

it is usually caused by a Safari privacy setting called Prevent Cross-Site Tracking.

This setting is turned on by default on Apple devices and can stop the webcast from launching properly.

The webcast will work once this setting is turned off temporarily.

Why This Happens

Our webcasts use a secure system to check that you are allowed to access the video.

Safari’s Prevent Cross-Site Tracking setting can block this security check, which causes the error.

On iPhones and iPads, all browsers (including Chrome and Edge) use Safari’s system behind the scenes. This means switching browsers will not fix the issue. The setting must be changed in your device’s Safari settings.

How to Fix It

On iPhone or iPad

Open the Settings app.
Scroll down and tap Safari.
Scroll to Privacy & Security.
Turn off Prevent Cross-Site Tracking.
Close your browser completely.
Open it again and try launching the webcast.

On a Mac

Open Safari.
Click Safari in the top menu, then select Settings (or Preferences).
Click the Privacy tab.
Untick Prevent Cross-Site Tracking.
Close and reopen Safari.
Try launching the webcast again.

Important

You can turn Prevent Cross-Site Tracking back on after you finish your webcast.
However, you may need to turn it off again in the future to watch other webcasts.

Still Not Working?

If you are still having problems, please contact our support team and include:

• The device you are using

• The browser you are using

• A screenshot of the error message

We’ll be happy to help.