HELP FILE

Why can't anyone hear me?

Are you having a hard time being heard by other participants in the session? There are a few possibilities for what might be happening.

General troubleshooting

  • You might be muted. Check the Mic icon. If you are muted, see How do I mute and unmute myself? to unmute yourself.
  • The wrong audio mode might be selected in GoToMeeting. Click the Settings icon to check your audio mode. See How do I switch audio modes during a meeting? if you are connected to the wrong audio mode.
    • If you want to connect with your computer 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.

I'm connected to audio using my phone.

  • There might be a problem with your telephone service provider. If there is a problem with your telephone connection, it might be an issue with your service provider. We cannot provide troubleshooting support for your service provider, but we suggest that you try connecting via computer mic and speakers instead.
  • The organizer might not have provided Phone Mode as an option for the session. While GoToMeeting provides users with multiple options for connecting to the audio conference, it is up to the organizer to decide which audio modes are available in each session. See Why can't I connect to audio with my telephone? for more information.

I'm connected to audio using a mic and speakers (VoIP).

  • GoToMeeting might be picking up sound through a headset instead of speakers. If you have a headset plugged into your computer or device but are not currently wearing it, GoToMeeting might be using it as your audio input device. Either put on the headset, unplug the headset, or see Test your Audio Connection to learn how to specify which device to use as a microphone!
  • You might not have a microphone plugged into your computer or device. If you're sure you have a microphone plugged into your computer, it's possible that GoToMeeting hasn't detected it. Check your mic and speaker setup and test your audio devices. See Test your Audio Connection for more information.
  • The organizer might not have provided Computer Mode as an option for the session. While GoToMeeting provides users with multiple options for connecting to the audio conference, it is up to the organizer to decide which audio modes are available in each session. See Why can't I connect to audio with my mic and speakers (VoIP)? for more information.
  • If you join from the browser-based GoToMeeting app, you might not be running Google Chrome. You can only connect to the audio session using Computer mode if you are running Google Chrome. The only exception is if you are running Linux, in which case you can also connect via Computer mode from Mozilla Firefox.
  • You may not have given the app permission to use your mic. The first time that you join a session using the browser-based app, you will be prompted to allow the app permission to use your microphone. If you accidentally denied it permission, you will need to enable it so your audio can be heard.
    1. Click the Camera icon in the address bar.
    2. Select the "Always allow https://app.gotomeeting.com to access your microphone" option.
    3. Select your microphone from the drop-down menu and click Done.
  • If you are using a computer, then your microphone might need its settings adjusted. Sometimes an enhancement setting on your microphone can cause low volume, clipping, or no sound at all. You can try disabling these enhancement settings.
    1. Open the Sound settings (in Windows 7, this is under Control Panel > Manage Audio Devices).
    2. On the Recording tab, select the microphone that you want to use. If it is not displayed, then make sure it is plugged in.
    3. Click Properties, then go to the Enhancements tab.
    4. Select the "Disable all sound effects" check box, then click OK.