HELP FILE

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 – we've explained the most likely scenarios as the top.

General troubleshooting

  • The wrong audio mode might be selected in GoToTraining. – 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.
    • 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 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.

I am trying to connect using my telephone.

Here are a few suggestions of what might be preventing you from hearing the other participants in the session.
  • The volume of your speakers might be turned down too low. –Try turning up the volume gradually until you can hear something!
  • 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.
  • The organizer might not have provided Phone Mode as an option for the session. –While GoToTraining 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 am trying to connect using a mic and speakers (VoIP).

Here are a few suggestions of what might be preventing you from hearing the other participants in the session.
  • The volume of your speakers might be turned down too low. – Try turning up the volume gradually until you can hear something!
  • GoToTraining 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, GoToTraining might be using it as your audio output device instead of your speakers. Either put on the headset, unplug the headset or see Test your Mic and Speakers (VoIP) 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 GoToTraining hasn't detected them. You can check your mic and speaker setup and even test your audio devices. See Test your Mic and Speakers (VoIP) for more information.
  • The organizer might not have provided Computer Mode as an option for the session. – While GoToTraining 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 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 (in Windows 7, this is under Control Panel > Manage Audio Devices).
    2. On the Playback tab, select the speakers that you want to use.
    3. Click Set Default, then click OK.
  • If you are using a Windows computer, then your Volume Mixer might need adjustment. – While in session the GoToTraining Sound Check operates as a separate component from the GoToTraining desktop app itself. As a result, it is possible for the GoToTraining Sound Check volume to be on, while the GoToMeeting app itself is muted. Windows 7 has a volume mixer which allows in addition applications to be muted individually.
    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 GoToMeeting 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, then your speaker setup might need adjustment. – Windows Vista and Windows 7 allow 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 GoToTraining.
    1. Open the Sound settings (in Windows 7, this is under Control Panel > Manage Audio Devices).
    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.

  • If you are using a Windows computer, then your audio sample rate settings might need adjustment. – On rare occasions, the audio settings in Windows Vista or Windows 7 may not be registering sound at the frequencies that GoToMeeting transmitting sound from.
    1. Open the Sound settings (in Windows 7, this is under Control Panel > Manage Audio Devices).
    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, then go to the Advanced tab.
    4. Under Default format, select a different sample rate. Keep trying different options until you are able to hear sound.
  • If you are using a Windows computer, then your audio sample rate settings might need adjustment. – On rare occasions, the audio settings in Windows Vista or Windows 7 may not be registering sound at the frequencies that GoToMeeting transmitting sound from.
    1. Open the Sound settings (in Windows 7, this is under Control Panel > Manage Audio Devices).
    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, then go to the Advanced tab.
    4. Under "Default format," select a different sample rate. Keep trying different options until you are able to hear sound.

  • 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 (On Windows 7, this is under Control Panel > Device Manager).
    2. Expand the Sound, video and game controllers section tab.
    3. Right-click your device and click 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.