HELP FILE
How do I improve call quality on GoToConnect Mobile?
Follow the steps below to troubleshoot call quality issues on GoToConnect mobile.
- Narrow down the scope:
Data Type Steps On Wi-Fi - Open GoToConnect Desktop from a computer using the same Wi-Fi
- If the issue persists, check your firewall settings to make sure that they are not restricting traffic.
- Try connecting to a different Wi-Fi with your mobile app
- If the issue persists, it's likely an issue with your actual phone.
On Data Check with your cell phone carrier for any known issues. Test a call to see if your issue is resolved.
- Open GoToConnect Desktop from a computer using the same Wi-Fi
- Switch from mobile data to Wi-Fi or vice versa. Always use the medium that will be the most stable. For example, Wi-Fi tends to be a better choice when in a basement.
Test a call to see if your issue is resolved.
- Disconnect/turn off any Bluetooth devices and use the built-in microphone.
Test a call to see if your issue is resolved.
- Check for updates to the app.
Operating Systems Steps iOS - Open the App Store.
- Tap Today at the bottom of the screen and then tap on your profile icon in the top right corner.
- Scroll down to look for GoToConnect from the apps pending updates.
- Tap Update.
Android - Open the Google Play Store.
- Tap the three-bar icon in the top left corner and then tap My apps & games.
- Under Updates, scroll down to look for GoToConnect from the apps pending updates.
- Tap Update.
Test a call to see if your issue is resolved.
What to do next: If you’re still experiencing audio issues, please contact Customer Support with the following information. Be as specific as possible.
- How often the issue occurs
- Type of network connection (Wi-Fi, data, or both)
- Type of call quality issue (one-way audio, static, choppy, etc.)
- Any known data issues with your cell phone carrier
- Your region/country
- A call example with date, time, number called to, and number called from