GoToWebinar FAQ's

Audio Issues

Q: Why can’t I hear anyone?
A: You may have the wrong audio mode selected in the GoToWebinar app. 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. You may have to manually switch between the two options.

Q: Why can’t anyone hear me?
A: If you are using the Instant Join App, you might need to give the app permission to access your microphone. Please note that if you have joined as an attendee, you will remain muted by default.

  1. Click on the icon of the camera in the address bar. 
  2. Select the "Always allow https://app.gotomeeting.com to access your microphone" option.
  3. Select your microphone from the drop-down menu and click Done.

 

Q: Why is the audio poor/choppy/robotic?
A: If you are experiencing poor audio quality, please close down any applications you aren’t using to free up some bandwidth. You may also need to check that you have computer mode selected and that you have joined via google chrome. If the problem persists, please try and dial in via telephone.  

Visual Issues

Q: Why can I hear the audio but not see the presentation?
A: The GoToWebinar viewing screen may be hidden behind another application or minimised. To bring it to the forefront of your screen, click on the daisy icon of the app on taskbar. 

Q: Why is the video lagging?
A: If the video is lagging, it may be because the internet connection is poor. Try to avoid streaming other videos and close all applications you aren’t using to free up some bandwidth.

Q: Why can’t I see the presenter?
A: If you are unable to see the presenter, please check that you have selected ‘View who’s talking’ on the top of the dashboard. Alternatively, if you would like to see everyone on camera, click ‘View everyone’.

Mac Users

Q: Why can't I join the webinar on my mac? 
A: If you are unable to join the webinar on your mac, you may have clicked 'do not trust' by accident when opening the software. Please quit and re-open your web browser and click the join URL to initiate the security certificate prompt again. You may also need to check that access to your webcam and microphone are not turned off by default in your system preferences. 

If you are continuing to experience problems, please email a member of the Conferences team at conferences@iop.org. Alternatively, you can contact the GoToWebinar technical support team directly at https://support.goto.com/webinar.


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