I can't join my session
If you're having trouble connecting to your training, try some of the troubleshooting tips listed below.
I got an error message when trying to download the software.
If the software installation was stalled or unsuccessful, the most likely culprit is a firewall or browser issue. Whether you're trying to get into session ASAP or you're trying to prepare for a future session, we've got multiple options laid out for you.
See Why isn't the download working? to learn more.
I got an error message when trying to join the training.
If you successfully accessed the
GoTo software but encountered an error when you tried to connect to your
training, it's possible that one of the following scenarios occurred:
- Proper access code. If attendees are logged into the GoTo mobile app, but don't have a GoTo license assigned, and are just trying to join a session, they will see a "Proper access code" error. If you are an organizer, talk to your account admin to get a license assigned correctly. If you are an attendee or panelist trying to participate in a session, you do not need to sign in or create an account. Instead, log out of the GoTo app, select Join a session, enter the session ID, and then select Join.
- The training is full. If attendees are trying to join a session and see a message stating "The GoToTraining is full", then the session already has the maximum number of allowed attendees. You will not be able to join the session unless one of the attendees who has already joined leaves the session. You can however, contact the organizer to see if another session will be available or if the current session will be available by recording.
- You are waiting for the organizer to start the meeting.If attendees are trying to join a session and see a screen that says "Waiting for organizer", then you have successfully connected to the session! The organizer is the individual who is hosting the session (i.e., they scheduled it and invited you to it), so if you joined the session before they did then you can just sit tight until they get there. We call this the "Hallway", because you have arrived to the session but are still waiting for the organizer to "open the door" so you can come in. While you are waiting, you can select your audio devices and test out your audio to make sure everything is configured the way you want it. If you are the organizer and are seeing this message, select Start the meeting to sign in.
- The training ID is invalid. If you are trying to join a session and encounter "The training ID is invalid" message, it means that the training ID you entered does not match with the session you are trying to join because it is incorrect, was mistyped, or the training ID has expired. Verify that you have entered it correctly and that the meeting date and time is accurate. Contact your organizer for an updated training ID as needed.
- You could not connect. This error occurs when a network issue is preventing GoTo Training from connecting to the GoTo servers. Make sure that you are connected to the internet, see if there are any outages in your area, and make sure that any personal firewalls you might be using are configured correctly so they are not blocking the application from connecting with us.
I can see the training, but I can't hear the audio (or vice versa).
If you can see the training software or shared screen, but you aren't hearing anyone speak, you likely just need help connecting to audio. Learn more.
On the other hand, if you are able to hear the training audio but can't locate the shared presentation on your computer, we can help you find it. Learn more.