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Are you able to verify that the waiting room is properly enabled for your Webinar? See the steps below:
To enable or disable Waiting Room for your own use:
Thanks Happytohelp123. We had Waiting Room enabled.
What I think the answer is, is that there is no Waiting Room in a Webinar. What can be done in the Webinar options is "enable Practice Session". A Practice Session is started before the Webinar, and lets Panelists enter the meeting.
Attendees can only enter the meeting when the Webinar is started, and they come in muted and with their video switched off.