HELP FILE
Why can't I hear anyone?
Are you in a webinar but don't hear anyone? There are a couple reasons this may be happening.
General troubleshooting
- The organizer might not have begun the broadcast yet. – If you see the Viewer and hear intermittent beeps, then the organizer has started the webinar but has not yet begun broadcasting their audio, screen, or webcam to attendees. Stay connected and wait for the organizer to start the broadcast. You can also use the Questions pane to send them a chat message if you have any questions or concerns.
- The wrong audio mode might be selected in GoTo Webinar. – Select the Settings icon to check your audio mode. View Switch Audio Modes in Session if you are connected to the wrong audio mode.
- 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.
I'm connected to audio using my phone.
- 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 GoTo Webinar 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'm connected to audio using a mic and speakers (VoIP).
- The volume of your speakers might be turned down too low. – Try turning up the volume gradually until you can hear something!
- GoTo Webinar 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, GoTo Webinar 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 GoTo Webinar 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 GoTo Webinar 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.
- Open the computer's Sound settings.
- On the Playback tab, select the speakers that you want to use.
- Click Set Default, then click OK.
- If you are using a Windows computer, then your Volume Mixer might need adjustment. – While in session the GoTo Webinar Sound Check operates as a separate component from the GoTo Webinar desktop app itself. As a result, it is possible for the GoTo Webinar Sound Check volume to be on, while the GoToMeeting app itself is muted. Windows Vista and Windows 7 have a volume mixer included which allows in addition applications to be muted individually.
- Open the Volume Mixer (on Windows 7, right-click the Volume icon in your system tray and select Open Volume Mixer).
- 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 GoTo Webinar.
- Open the computer's Sound settings.
- On the Playback tab, select the speakers that you want to use. If it is not displayed, then make sure it is plugged in.
- Click Configure.
- Under "Audio Channels", try using a different audio channel setting.
- Click Test to ensure your arrangement is working correctly.
- Click .
- If you are using a Windows computer, then your audio sample rate settings might need adjustment. – On rare occasions, the audio settings in Windows 7 may not be registering sound at the frequencies that GoTo Webinar is transmitting sound from.
- Open the computer's Sound settings.
- On the Playback tab, select the speakers that you want to use. If it is not displayed, then make sure it is plugged in.
- Click Configure, then go to the Advanced tab.
- 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.
- Open the computer's Device Manager.
- Expand the Sound, video and game controllers section.
- Right-click your device and select 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.
