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Why can't I hear anyone?

Feeling like everyone's talking without you? Don't get left out! There are a few possibilities for what might be happening.

General troubleshooting

  • The wrong audio mode might be selected — When you are in a session, you are able to specify which audio mode you use to connect to the audio conference (depending on which modes the organizer made available). It's possible that the default mode you joined with is not the one you want, and that you need to manually switch it. View How do I switch audio modes?
    • 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.
  • The organizer might not have provided your selected mode as an option for the session — While GoTo Meeting 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. Try using the alternative option.
  • The session might already be over — If it looks like the session is running but no one responds to your chat messages, it's possible that you joined late and the organizer accidentally left the session running. Check the start time of the session and make sure it wasn't supposed to start earlier in the day, particularly if there is a time zone difference for you and the organizer.
  • The volume of your speakers might be turned down too low — Try turning up the volume gradually until you can hear something.

I'm on macOS 14 Sonoma

We've detected audio and video issues for users on macOS 14 Sonoma. This is a result of our technology stack (combination of software, tools, and third-party services we use to power the GoTo app). We've reported our findings and are continuously monitoring the issue.

If you haven't upgraded to macOS 14 Sonoma, please wait until all issues are resolved. If you're on macOS 14 Sonoma and are experiencing audio or video issues, please try connecting to audio via phone call or join the session from the GoTo mobile app.

I am trying to connect using my telephone.

  • 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 can suggest that you try connecting via mic and speakers instead.

I am trying to connect using a mic and speakers (VoIP).

  • GoTo Meeting might be playing sound through a headset instead of speakers— If you have a headset plugged into your computer or device, but you are not currently wearing it, GoTo Meeting might be using it as your audio output device instead of your speakers. Either put on the headset, unplug the headset, or view How do I test my audio? to learn how to specify which device to use as speakers.
  • You might not have any speakers plugged into your computer or device — If you're sure you have speakers plugged into your computer, it's possible that GoTo Meeting hasn't detected them. You can check your mic and speaker setup and even test your audio devices.
  • 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 Sound settings.
    2. From Output devices, select the speakers that you want to use.
  • If you are using a Windows computer, then your Volume Mixer might need adjustment — While in session, the GoTo MeetingSound Check operates as a separate component from the GoTo Meeting desktop app itself. As a result, it is possible for the GoTo MeetingSound Check volume to be on, while the GoTo Meeting app itself is muted.
    1. Open the Volume Mixer.
    2. From the GoTo Meeting 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, you may need to update your audio/video drivers — Outdated drivers can cause interference with the application. Please ensure that you have installed any available driver updates for both your audio and video cards.
    1. Open the Device Manager.
    2. Expand Sound, video and game controllers section.
    3. Right-click your device and then select Update Driver Software.
    4. Follow the wizard as prompted, then repeat for all devices in the section.
      Note: If there are no available updates, then it is recommended that you manually download the driver update by visiting the manufacturer's (Driver Provider) support page and searching by the driver version number listed. You may also check for an update from Microsoft by running Windows Update.