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Sound Troubleshooting

Review the following suggestions to troubleshoot a variety of audio issues.

Solutions marked with an (*) may not apply to the newer versions of Windows. For help with these problems, contact Global Customer Support.

No Sound

  • The Remote Sound feature allows PC users to hear the audio from their remote host PC. Please note that it is not available for Macs.

  • Loopback Input (*): In rare cases GoToMyPC cannot detect the loopback input correctly and, therefore, cannot test the sound output. Manually select the loopback input from the drop-down menu in the Sound Preferences window. Typical names for the loopback input are: Stereo Mix, Wave Out Mix, What U Hear, Stereo Mixer, Sum and Stereo.

  • Speaker Connection: If the Sound feature is enabled but there is no sound, verify that your speakers are securely connected to your client computer.

  • Skype VoIP (*): If you attempt to use Skype VoIP while remotely connected to your host computer, GoToMyPC may reconfigure the audio source, thereby disabling the sound. To reactivate the Sound feature, clicking the Sound button in the upper-right corner of the Viewer window twice.

Poor Sound Quality

  • Windows Media Player: For optimal sound quality and to performance, install the latest version of Windows Media Player on both the host and client computers.

  • Wave Output (*): If your host computer's Wave output is set to 100 percent, sound quality may suffer. Reduce the Wave output volume from the host PC Windows Volume Control panel.

Sound Cards

A sound card facilitates audio for your PC and is required on both the host and the client computer in order to use the Sound feature. The host PC sound card needs to have a loopback input device so that the computer can test what it is outputting. Newer versions of GoToMyPC work with a wide variety of sound card types, but there may be a few compatibility issues:

  • A number of problems can be resolved by downloading and installing the latest driver from the sound card manufacturer's website. See the instructions below to determine the sound card in your computer.
  • There are known compatibility issues with older SigmaTel sound card drivers. Try installing the latest sound card driver with loopback input support. (*)
  • On a few sound cards, GoToMyPC cannot capture sound if the host PC is muted or the sound volume is very low. If you have Realtek HD 88x or Soundblaster Audigy SE, uncheck Mute speakers on (your PC name) while in-session in the Sound Preferences window. (*)
  • Sound is not supported on host PC sound cards that do not have loopback input, which is typically an issue with USB sound cards. Installing the latest sound card driver may resolve this issue. (*)

To determine the sound card installed on your PC

  1. Click the Windows Start button and then select Programs.
  2. Select Accessories, System Tools and then System Information.
  3. From the System Information window, click the + symbol next to Components.
  4. Click Sound Device (or Multimedia and then Sound Device) and view the sound card details on the right.

Note: In cases where a different Windows -compatible sound card device was previously installed, the listed sound card may not be the exact manufacturer and/or model installed in your computer.

Related Topics

Remote Sound

Sound Preferences