Resolve issues hearing/being heard - GoTo Webinar Support

Resolve issues hearing/being heard

Are you in a webinar 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 broadcast hasn't begun yet.	If the organizer has started the session, but not the broadcast, you will see any shared screens, but not hear the audio or see any camera's yet. Sit tight until the broadcast begins. You can also reach out to the organizer using the Question pane with any concerns about the status of the session. If you are the organizer, you must start the broadcast to allow attendees to hear your audio and see your screen. Select Start Broadcast at the top of your Control Panel, or press *1 on your telephone's keypad to start the audio conference.
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 webinar 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.

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 Webinar 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 Webinar 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 Set Default > OK.
Volume Mixer may need adjustment — Applicable to Windows only	While in session, the GoTo WebinarSound Check operates as a separate component from the GoTo Webinar desktop app itself so it's possible for the GoTo WebinarSound Check volume to be on, while the GoTo Webinar 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 Webinar.