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.
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.
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.