I can't join my session

If you're having trouble connecting to your webinar, try some of the troubleshooting tips listed below.

A few things to note:

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. For example, standard webinars held on our classic platform require participants to download the desktop or mobile app to participate, a browser option is not available, whereas Webcast events are only accessible from a browser. 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).

Attention: Below are the most common situations users run into. If you are experiencing a situation which is not currently listed here, please consider leaving your specific details in our survey feedback so that we can improve both our product and our content for you.

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 see "Let's get started" and then nothing happens.

If you see this page, your host is using our classic platform to host their session which means that your join options are limited to downloading our desktop or mobile app. The desktop app is configured to download automatically when you reach this page, but can be blocked by virus scanners, browser settings, or firewall settings trying to protect your device. Check to make sure you either don't have pop-ups blocked, or that you allow access for GoTo. If nothing seems to happen, select download & run GoTo Webinar directly from the blue banner at the very top of the screen above "Let's get started!". When you hear "The broadcast will begin shortly, you are in listen-only mode." or "You have entered as a participant in listen-only mode." (depending on the status of the webinar at the time you join), you are successfully connected. If you join before the presentation begins, then you will not hear anything yet and you may not see anything quite yet either depending on if the presenter has started sharing their screen or not.

Remember: Listen-only mode means attendees don't have the option to unmute themselves, they can only listen to the session.

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.

If you successfully downloaded the GoTo Webinar software, but encountered an error when you tried to connect to your webinar, see Common error messages for help with what to do for your specific error message. Here are some of the errors that you'll learn more about in that article:

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 download our free GoTo mobile app. Depending on the type of webinar your host is using, you can try using this link to join from a Chrome or Edge-based browser instead. Again, please note that some webinar types, such as standard webinars held on our classic platform, do not allow you to join from a browser, whereas other webinar types, such as a Webcast event, are only accessible through the browser. 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.

Note: If you are successfully connected to the session, but are having trouble with audio or visuals, we do not recommend that you leave the session and try to re-join because you could lose your spot. Hosts can limit the amount of participants allowed in their sessions, which is why it's so important to register early. If the session has started, is at full capacity, and there are registered participants still waiting to join, the one waiting the longest will be allowed in every time someone leaves early.

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.