Common error messages

These are some of the common error messages you may come across while launching, joining, or participating in a session as well as what you can do should you encounter them.

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.

Proper access code

This error occurs when a user is logged into the GoTo mobile app, but does not have a GoTo license assigned. If you are an organizer, talk to your account admin to get a license assigned correctly. If you are an attendee or panelist trying to participate in a session, you do not need to sign in or create an account. Follow these steps to join the session successfully.

Log out of the GoTo app.
Select Join a session.
Enter the webinar or session ID, and then select Join.
Result: You should be launched into the hallway (or preview window) of your session where you will remain until the presenter starts the broadcast. From here, you can check your mic and camera and grant permissions for your OS to use these features. However, most organizers restrict your ability as an attendee to share your camera or unmute yourself so you do not have to grant these permissions or change anything in the hallway. If the presenter has shared their screen, you will see that while you wait for the broadcast to actually begin, but no audio or cameras will be available before the webinar officially starts.

Could not connect

This error occurs when a network issue is preventing GoTo Webinar from connecting to the GoTo servers.

Make sure that you are connected to the internet. As needed, reset your modem, router, or networking equipment.
Check to see if there are any outages in your area.
Make sure that any firewalls you might be using are configured correctly so they are not blocking the application from connecting with us.

Invalid Webinar ID

This error means that the session ID you entered does not match with the session you are trying to join because it is incorrect, was mistyped, or the training ID has expired.

Make sure that you have entered the correct 9-digit ID.
Make sure that the meeting date and time is accurate compared to when you are trying to join.

What to do next: Contact your organizer for an updated ID as needed.

Webinar is full

This error means that the session has already reached the pre-designated amount of attendees.

Note that although organizers can register more attendees than their capacity allows, only the first attendees to join will be allowed into the session (depending on the plan selected by the organizer). This means that even if you received a Registration Confirmation message, you will not be able to join if the capacity has been reached.

What to do next: Contact the organizer to see if the session is being recorded or if another session will be scheduled in the future. You might also be admitted to the session late if another attendee drops out.

Organizer experiencing technical difficulties

This error means that your organizer is having connection or bandwidth problems.

What to do next: Unfortunately there is nothing you can do as an attendee. The session will continue to run until your organizer stabilizes their connection (with a 1 hour limit). There is most likely another staff member (co-organizer or presenter) on the session who can take over for these reasons.

The timestamp signature and/or certificate could not be verified or is malformed

This error means that Windows is unable to update its internal certificate. This can be caused by many scenarios, but is easily resolved.

From the "Error - GoTo Opener" window, select Show log file.
Search the log file for the latest instance of https://builds.getgocdn.com:443/builds/g2m. This file should end with G2MCoreInstExtractor.exe (For example: https://builds.getgocdn.com:443/builds/g2m/18705/G2MCoreInstExtractor.exe).
Copy the file link and paste it in a new browser.
Result: This will download the new file to your computer.
Once downloaded, open your Downloads folder, find and then right-click on the newly downloaded file.
From Properties > General > Security, select Unblock > Apply.
From Digital Signatures, select Details > View certificate to verify the "Valid from" dates have not expired.
Update as needed and then select OK.
Rejoin your meeting.

You do not have access to this event

This error means that your email was not approved for registration.

Make sure you are registering with an email address the organizer will accept.

What to do next: Contact your organizer for more information as needed.

Were you able to complete your task?