Resolve issues hearing/being heard
Are you in a meeting but don't hear anyone, or they can't hear you? There are a couple reasons this may be happening.
General troubleshooting
| Reason | Details/Solution |
|---|---|
| The wrong audio mode might be selected or you haven't connected to the audio at all — Available modes depend on organizer preference | See Connect to meeting audio for help connecting your audio or switching the desired mode. Remember, your desired mode might not be available for this session, select from the options the organizer has enabled. |
| You might be muted | By default, all attendees are muted and in "listen-only mode". If you wish to speak, you can send a question to the organizer and request that they unmute you. If you have already been unmuted by the organizer, then you might have muted yourself without realizing it. Select the Audio icon so that it changes to "unmuted" (if enabled). |
| 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. |
Troubleshooting for Phone call mode
| Reason | Details/Solution |
|---|---|
| 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. |
| It might have been a bad connection | Try hanging up and rejoining to see if a better connection can be established. |
Troubleshooting for Computer mode (Mic and speakers/VoIP)
| Reason | Details/Solution |
|---|---|
| GoTo Meeting might be playing or picking up 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 input or output device. Put on the headset, unplug the headset, or update the device you want to use as speakers. |
| You might not have any microphones or speakers plugged into your computer or device | Re-plug in the desired devices, confirm they are in the right ports, then test your mic and speakers (VoIP). |
| If you are using a computer, the wrong audio output device might be selected | From your control panel, open the Sound settings and then the Playback tab. Select the speakers you want and then select . |
| Volume Mixer may need adjustment — Applicable to Windows only | While in session, the GoTo MeetingSound Check operates as a separate component from the GoTo Meeting desktop app itself so it's possible for the GoTo MeetingSound Check volume to be on, while the GoTo Meeting app itself is muted. Windows has a volume mixer included which allows in addition applications to be muted individually. Check the webinar entries in your Volume Mixer to make sure the volume is not muted there. |
| You may need to update your audio/video drivers — Applicable to Windows only | Outdated drivers can cause interference with the application. Please consult your machine's instructions to ensure that you have installed any available driver updates for both your audio and video cards. |
| Your speaker setup might need adjustment — Applicable to Windows only | Windows 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. |