HELP FILE

Why can't I hear anyone?

    Are you in the meeting but can't hear anyone? This could be related to your audio mode, phone provider, or computer settings.

    You're in a meeting and connected to audio, but can't hear anything.

    Cause: The wrong audio mode might be selected in GoTo Meeting.

    Remedy:

    1. Click the Settings icon to check your 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.

    2. If you are connected to the wrong audio mode, switch it.

    Cause: There might be a problem with your telephone service provider.

    Remedy:

    1. If you are connected to audio by telephone, reach out to your service provider for any connection issues.
    2. Try connected via computer mic and speakers instead.

    Cause: The volume might be turned down.

    Remedy:

    Turn up the volume gradually until you can hear something!

    Cause: GoTo Meeting might be picking up sound through a headset instead of speakers.

    Remedy:

    1. If you're connected to Computer audio and have a headset, unplug and plug in the headset.
    2. If this doesn't work, test your audio connection and learn how to specify which device to use a speaker.

    Cause: You might not have any speakers plugged into your computer or device.

    It's possible that GoTo Meeting hasn't detected it.

    Remedy:

    1. Check your mic and speaker setup and make sure everything is plugged in.
    2. Test your audio connection and learn how to specify which audio device.

    Cause: The wrong audio output device might be selected on your computer (Windows).

    Remedy:

    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.

    Cause: Your Volume Mixer might need adjustment (Windows).

    While in session the GoTo Meeting Sound Check operates as a separate component from the app itself. As a result, it is possible for the Sound Check volume to be on, while GoTo Meeting is muted. Windows 7 has a volume mixer included which allows in addition applications to be muted individually.

    Remedy:

    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 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.

    Cause: Your speaker setup might need adjustment (Windows).

    Windows 7 allows 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 GoTo Meeting.

    Remedy:

    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.

    Cause: Your audio sample rate settings might need adjustment (Windows).

    On rare occasions, the audio settings in Windows 7 may not be registering sound at the frequencies that GoTo Meeting transmitting sound from.

    Remedy:

    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 > Advanced tab.
    4. Under "Default format," select a different sample rate. Keep trying different options until you are able to hear sound.

    Cause: You may need to update your audio/video drivers (Windows).

    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.

    Remedy:

    1. Open the computer's Device Manager.
    2. Expand the Sound, video and game controllers section.
    3. Right-click your device and select Update Driver Software. Then 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.

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