I can't join my session
If you're having trouble connecting to your webinar, try some of the troubleshooting tips listed below.
- If you need help registering for your session, see Register for a Webinar. You'll need the initial invitation from the host to access the unique registration link for your session. Please don't share your join link, it is unique to you and will cause join trouble if used by multiple participants. Instead, share the registration link with anyone needing/wanting to participate in the session.
- If you need help joining your session, see Join a webinar session to make sure you are following the correct steps for the experience you see. The join methods vary based on the type of webinar the host chose to use. Contact your host directly to learn what type of webinar they are using.
- Regardless of the webinar type being used by the host, you can join from our free GoTo mobile. Simply download the app, select Join a session, enter your session ID (found in your confirmation email), and then select Join. You can ignore the sign in option entirely (unless you are a co-host with GoTo credentials trying to join the session from this method).
General help
If you get stuck anywhere in the process, consider refreshing your browser and/or app as a first step. If that does not resolve the issue, see the specific situations below for more context and help where possible.
I cannot open the join link.
If you cannot select the Join a Webinar button from your confirmation email, try copying the link and pasting it in a browser directly. Often times email clients prevent links behind a button from opening. If your webinar supports joining from the browser, you will be able to enter the session directly, otherwise you will be prompted to download the appropriate desktop app. If you don't see the button image at all, try selecting Show remote images.
I got an error message when trying to download the software or the connection timed out.
If the software installation was stalled or unsuccessful, the most likely culprit is a virus scanner, firewall, or browser issue. Fist, confirm you meet the system requirements and that your firewall is set to allow us through. Then, try switching off your VPN if applicable. See Why isn't the download working? for additional steps you can take as needed.
I got an error message when trying to join the webinar.
- Proper access code
- Could not connect
- Invalid webinar ID
- Webinar is full
- You do not have access to this event
- Organizer is experiencing technical difficulties
I can't download programs on my computer because I'm not an admin.
If you are in a locked down environment (meaning that you are not able/allowed to download the software to your computer) and you need to join a webinar, you can try using this link to join from a Chrome or Edge-based browser or download our free GoTo mobile app. Contact your host directly to learn what type of webinar they are using.
I am connected and the session has started, but I can't see and/or hear the webinar.
If you can see the webinar but you aren't hearing anyone speak, you likely just need help connecting to audio. The audio options available to you will depend on the type of webinar your host is using as well as the preferences they have put in place. See Connect to webinar audio or Resolve issues hearing/being heard.
If you are able to hear the webinar audio but can't locate the shared presentation on your computer, see Resolve issues with seeing the presentation. It's also possible that the presenter has not started sharing their screen or that they have paused the sharing.
There is an outage.
Unfortunately, there are times when the product is experiencing an outage which would prohibit you from joining a session until the service has been restored. See our service status page to rule out this situation.
