Transcript
GoToMeeting Troubleshooting Guide
This handy guide walks you through the steps to take if you have any of the following questions: • • • •
Am I connected to the synchronous session? Why can’t anyone hear me? Why can’t I hear anyone else? Why is the audio quality poor?
Am I connected to the synchronous session? If you’ve joined the session and don’t hear or see any other participants, these are some possible reasons: •
The organizer might not have begun the broadcast yet. If you see the Control Panel and hear intermittent on-hold beeps, then the organizer has started the webinar but has not yet begun broadcasting his or her audio, screen, or webcam to attendees. You should remain connected and wait for the organizer to start the broadcast. You can also use the Questions Pane to send a chat message if you have any questions or concerns.
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The wrong audio mode might be selected. When you are in a session, you can connect to the meeting audio via your computer mic and speakers or via your telephone. 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.
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You might have joined via the wrong link. If you’re enrolled in multiple modules, it’s possible you joined the synchronous session using the wrong GoToMeeting link. Double-check that you’re using the link for the right module and unit.
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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.
Why can’t anyone hear me? The following are the most common things to check for if no one can hear you. •
You may have selected 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.
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You may have accidentally muted yourself. Do you see the mute symbol next to your name in the participant list? If so, click the audio button to unmute yourself.
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You may be muted by the organizer. If you can’t unmute yourself, use the chat window to ask the organizer to unmute you.
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You may have a headset plugged in but aren’t wearing it yet. Either put on the headset and use it as mic and speakers, or unplug the headset and use your device’s mic and speakers. See Test your Mic and Speakers (VoIP) to learn how to specify which device to use
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You may need a splitter. If you’re using a standard analog headset (plugs into a jack, not a USB), you may need to use a headset splitter adapter. Connect it to your headset and then plug the splitter’s headphones connector into the headphone jack of your computer (do this first), and the speaker end into the microphone connector. (They must be plugged into the correct ports; they are not interchangeable.) Note: If you’re using a laptop, tablet, or smartphone with only one jack for both headphones and microphone, you don’t need the headset splitter adapter.
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Your headset may be switched to mute: Make sure that the volume on your headset is turned up, and that mute is off.
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Your headset may not be connected securely. Make sure your headset is connected securely to the headphone jack or USB port on your computer (or the splitter, if you’re using one.) Disconnect the headset and reconnect it and see if that helps.
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You may have a bad connection. If all else fails, try leaving and rejoining the meeting.
Tip: You can always test your system compatibility, internet connection and audio settings by joining a test session: http://support.citrixonline.com/en_US/webinar/all_files/G2W060001 More details can be found on: http://support.citrixonline.com/en_US/Webinar/help_files/G2W050053
Why can’t I hear anyone else? If you’ve joined a session in progress and can tell that other participants are present and interacting, but you can’t hear anything, here are some things to check. •
You may have selected 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.
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You may have a headset plugged in but aren’t wearing it yet. Either put on the headset and use it as mic and speakers, or unplug the headset and use your device’s mic and speakers. See Test your Mic and Speakers (VoIP) to learn how to specify which device to use.
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Your phone volume may be turned down too low. If you’re using your phone for audio, check to make sure that you haven’t accidentally turned the volume down too low to hear.
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You may need a splitter. If you’re using a standard analog headset (plugs into a jack, not a USB), you may need to use a headset splitter adapter. Connect it to your headset and then plug the splitter’s headphones connector into the headphone jack of your computer (do this first), and the speaker end into the microphone connector. (They must be plugged into the correct ports; they are not interchangeable.) Note: If you’re using a laptop, tablet, or smartphone with only one jack for both headphones and microphone, you don’t need the headset splitter adapter.
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The volume on your headset may be turned down: Make sure that the volume on your headset is turned up, and that mute is off.
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Your headset may not be connected securely. Make sure your headset is connected securely to the headphone jack or USB port on your computer (or the splitter, if you’re using one.) Disconnect the headset and reconnect it and see if that helps.
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You may have a bad connection. If all else fails, try leaving and rejoining the meeting.
Tip: You can always test your system compatibility, internet connection and audio settings by joining a test session: http://support.citrixonline.com/en_US/Meeting/help_files/G2M050056#I More details can be found on: http://support.citrixonline.com/en_US/Webinar/help_files/G2W050053
Why is the audio quality poor? If you hear static, clicking, echo, feedback, or background noise, try doing the following: • • • • • • • • •
Ask your classmates to please mute their mics. If you hear noise, the chances are good that it’s coming from another meeting participant. Move electronic handheld devices, such as an iPhone, away from your mic and speakers. They can cause static. Try lowering the speaker’s volume. Built-in or external speakers can cause an echo if they’re up too high. Use a headset with a microphone. Built-in microphones on your computer or webcam can pick up noise and cause feedback. Try disconnecting and reconnecting your headset. It’s possible the connection isn’t secure. Try closing all applications you aren’t using to free up bandwidth. When your computer is running too many programs at once, it can reduce the audio quality. Use a fast internet connection. Using older technology could cause poor performance. Switch to Telephone Mode by selecting Use Telephone in the Audio pane and dialing in with your landline or cell phone. Try leaving and rejoining the meeting. Sometimes the connection is bad for no apparent reason and leaving and rejoining solves the problem.
