GoToWebinar Audio Troubleshoot Guide

Via GoToWebinar Application

Issue #1 - Why can't I hear anyone?

General troubleshoot

The wrong audio mode might be selected in the GoToWebinar app. – When you are in a session,
you are able to specify which audio mode you use to connect to the audio conference. It's possible
that the default mode you joined with is not the one you want, and that you need to manually
switch it.
 If you want to connect with your mic and speakers, make sure Computer
Mode or Internet Mode is selected.
 If you want to connect with your telephone, make sure Phone Mode is selected.

Other solution

If you are trying to connect using a mic and speakers (VoIP).

 If you are using a computer, the wrong audio output device might be selected. – You can
specify the audio device you want to use for your speakers in your computer's settings.
1. Open the computer's Sound settings.
2. On the Playback tab, select the speakers that you want to use.
3. Click Set Default, then click OK.

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 If you are using a Windows computer, then your Volume Mixer might need adjustment. –
While in session the GoToWebinar Sound Check operates as a separate component from the
GoToWebinar desktop app itself. As a result, it is possible for the GoToWebinar Sound Check
volume to be on, while the GoToMeeting app itself is muted. Windows Vista and Windows 7
have a volume mixer included which allows in addition applications to be muted individually.
1. Open the Volume Mixer (on Windows 7, right-click the Volume icon in your system tray and
select Open Volume Mixer).
2. Under the GoToMeeting entries, make sure the Volume icon isn't displaying as muted. Try
moving the slider higher to see if it affects the volume.

 If you are using a Windows computer, then your speaker setup might need adjustment. –
Windows Vista and Windows 7 allow you to configure the Sound Control panel to allow for
multiple speaker arrangements. These settings may need to be adjusted if you cannot hear
sound through GoToWebinar.
1. Open the computer's Sound settings.
2. On the Playback tab, select the
speakers that you want to use. If it is
not displayed, then make sure it is
plugged in.
3. Click Configure.
4. Under "Audio Channels", try using a
different audio channel setting.
5. Click Test to ensure your arrangement is
working correctly.
6. Click Next > Next > Finish.

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 If you are using a Windows computer, then your audio sample rate settings might need
adjustment. – On rare occasions, the audio settings in Windows Vista or Windows 7 may not be
registering sound at the frequencies that GoToMeeting transmitting sound from.
1. Open the computer's Sound settings.
2. On the Playback tab, select the speakers that you want to use. If it is not displayed, then make
sure it is plugged in.
3. Click Configure, then go to the Advanced tab.
4. Under "Default format," select a different sample rate. Keep trying different options until you
are able to hear sound.

Via GoToWebinar Web Browser

Make sure you are running a supported system and take the system check here for the webcast webinar:
Attendee System Check for Webcast Webinars

 Attendees can only connect to audio via VoIP (Computer audio).

Windows 7 – Windows 10

Operating
system Mac OS X 10.9 (Mavericks) - 10.13 (High Sierra)

Linux / Ubuntu *

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Google Chrome OS (Chromebook) **

* Chrome or Firefox only

** Chrome only

Google Chrome (most recent 2 versions)

Mozilla Firefox (most recent 2 versions)

Web browser Apple Safari (most recent 2 versions)

Microsoft Edge (most recent 2 versions)

Internet Explorer v11 or later

Software Adobe® Flash® Player enabled (Internet Explorer only)

Still need more help to troubleshoot? Visit GTW Help and FAQs