Audio Fast Help - GoToWebinar

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Audio Fast Help

Review a list of solutions for common audio issues.

I am a Webinar organizer

I am a Webinar attendee

Audio Help for Webinar Organizers

I can't hear other callers

Other callers can't hear me

I hear static, beeping or a clicking sound

I'm experiencing echo, feedback or background noise

Words are getting cut off or are being dropped

I'm getting an error message

I can't connect to the audio conference

I want to record my Webinar

What are the telephone command functions?

I want to turn entry and exit chimes on/off

I need to mute and unmute attendees

What are audio tips and best practices?

VoIP Audio Device Recommendations

VoIP Audio Setup - PC

VoIP Audio Setup - Mac

 

I can't hear other callers

  • Click the Audio icon in the Attendee List of your Control Panel to unmute an attendee.
  • Telephone users: Hang up and dial back in.
  • VoIP users:
  • a. Test your Speakers setup. Click Audio Setup in the Audio Pane to select the correct device. Mac users: Click the speaker icon in the Audio pane to select the correct device.

    b. Check the volume setting in Audio Setup. Under Speakers Setup, click Play Sound and move the slider bar to the desired volume.

Other callers can't hear me

  • Start Broadcast: You must click Start Broadcast at the top of the Control Panel or *1 on your telephone keypad to start the conference.
  • You can change your audio selection from the Audio pane if you scheduled your webinar to offer both VoIP and Telephone.
  • Telephone users: Hang up and dial back in.
  • VoIP users:

    a. Is the correct microphone device selected? Click Audio Setup in the Audio Pane to select the correct device. Mac users: Click the microphone icon in the Audio pane to select the correct device.

    b. If using a microphone: Does your microphone have a physical mute/unmute button on it? Check that your microphone is not muted.

    c. If an attendee can't hear you, his or her speaker volume may be off or set too low.

    d. Analog microphones are sometimes too quiet; we recommend using a USB headset or USB desktop microphone instead.

    e. If you are using a desktop microphone, avoid touching the microphone since it may cause a reduction in the volume of your voice.

    f. Speaking very loudly can affect the volume; try speaking at a lower level.

    g. The speed of your Internet connection can affect 1-way sound. For optimum performance when using VoIP, we recommend a broadband Internet connection.

    h. File sharing: Uploading a file while using GoToWebinar can sometimes affect VoIP sound quality. It is recommended that you close all file sharing applications before you start your webinar.

    i. Streaming music or video while using GoToWebinar can sometimes affect VoIP sound quality. It is recommended that you close all streaming music or video before you start your webinar.

I hear static, beeping or a clicking sound

  • Electronic devices, such as BlackBerry® smartphones, can affect microphone and speaker devices. Move any electronic handheld devices away from your microphone and speakers.

I'm experiencing echo, feedback or background noise

  • A USB headset is recommended (see VoIP Audio Device Recommendations).
  • If you suspect echo from an attendee, check who is talking at the bottom of the Audio pane and mute that attendee or ask the attendee to lower his or her speaker volume. You can also click Mute All in the Audio pane.
  • If you join your webinar via telephone, make sure the audio setting on your Control Panel is not set to Mic & Speakers.  
  • Built-in or external speakers can cause echo. We recommend reducing the speaker volume to a low level.
  • Laptops with built-in microphones can pick up noise and cause echo. Using a built-in microphone for your audio is not recommended. If you know how to turn off your laptop's built-in microphone, turn it off for your presentation (check your laptop's owner manual).
  • Webcams with microphones can pick up additional noise and cause echo. Using a webcam for your audio is not recommended.
  • A webinar is best presented from a quiet location.
  • If using a microphone, move the microphone closer to your voice and away from competing sounds (i.e.: computer fans).
  • Avoid moving or touching the microphone during your presentation.

Words are getting cut off or are being dropped

Dropped words, delay or robotic sound is often due to poor network performance, lack of memory or high CPU usage.

  • Close all applications you are not using for your presentation.
  • VoIP users: A dial-up Internet connection can cause poor performance. For optimum performance when using VoIP, we recommend a broadband Internet connection.
  • VoIP users: If the problem persists, switch to Telephone mode. Select Telephone in the Audio pane and dial in to the webinar.

I'm getting an error message

An audio device (speakers or headset) is necessary to join a webinar using VoIP. When an audio device such as microphone or speakers is not detected, some of the following errors may occur:

No Speakers Detected

No Sound Detected

No Microphone Detected

Microphone Disconnected

Virtual Operating System (VMware, Parallels, etc.)

 

I can't connect to the audio conference

Dial in using an alternate number

When someone experiences problems dialing in to the audio conference during a session, they can use an alternate phone number (toll, toll-free and/or international numbers) from a different network provider to connect to the audio conference.

1. During a session, click the Problem dialing in? link in the Audio pane of the Control Panel.

2. You'll automatically be redirected to the Can't Dial in to the Conference? page where you can choose your preferred dial-in country if it's available.

3. Try calling the number provided instead.

  • If the scheduling organizer only enables 1 country for the webinar, the alternate toll and/or toll-free number should be displayed on the Can’t Dial in to the Conference? page.

  • If the scheduling organizer enables toll and/or toll-free numbers for multiple countries, use the drop-down menu to select your preferred country.

  • If the scheduling organizer enables multiple toll and/or toll-free countries and 1 of those countries does not have an alternate number available, the following message appears: “Unfortunately, an alternate number is not available for this country.”

  • The message “Unfortunately, alternate phone numbers aren’t available. To join the audio conference, please join the session via your computer and select Mic & Speakers” appears when any of the following occurs:
    • The scheduling organizer only enables 1 country and an alternate number is not available.
    • The scheduling organizer enables toll and/or toll-free numbers for multiple countries and none of those countries has any alternate numbers available.
    • The audio server is experiencing an outage.

No Speakers Detected

An error message will appear if speakers (or headset) are not present or are not connected properly, or if there is no sound card installed in your computer. You will not hear audio at this time and will not be heard in the conference.

  • Check that your speakers (or headset) are properly connected and click Try Again in the Audio pane of the Control Panel. See Audio Mode: Using VoIP.
  • If you have the option to join the webinar via telephone, you will automatically be switched to Telephone mode. Dial in to the conference using the number and Audio PIN provided in the Audio pane of your Control Panel.

 

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No Sound Detected

After the first minute of a session, GoToWebinar looks for microphone input from attendees who are using a microphone, have speaking rights and are unmuted.

If no input is detected, you may get a "Trying to speak?" error message. This error may appear under the following conditions:

  • You have not spoken or made any sound during the first minute of joining the webinar.

-OR-

  • The microphone device was incorrectly selected. You can click the Audio Setup link if you are trying to speak but can't be heard. See Audio Mode: Using VoIP.

 

 

No Microphone Detected

An error message will appear if a microphone (or headset) is not present or is not connected properly. You will still be able to hear the webinar but will not be able to speak.

  • Check that your microphone (or headset) is properly plugged in.
  • If you have the option to join the webinar via telephone, you can switch to Telephone mode. Then dial in to the conference using the number and Audio PIN provided in the Audio pane of your Control Panel.

Microphone Disconnected

An error message will appear if your microphone fails or is unplugged after joining a webinar. When this happens, you will no longer hear audio nor be heard by others.

  • Check that your microphone is properly plugged in. If it is, test your microphone device and click Try Again in the Audio pane of the Control Panel. See Audio Mode: Using VoIP.
  • If you have the option to join the webinar via telephone, you can switch to Telephone mode. Then dial in to the conference using the number and Audio PIN provided in the Audio pane of your Control Panel.

Virtual Operating System (VMware, Parallels, etc.)

An error message will appear if you are attempting to join a webinar using VoIP through a virtualized operating system, such as VMware, Parallels, etc. In this instance, to connect to audio, please choose one of the following:

  • Rejoin the webinar through a non-virtual operating system.
  • If you have the option to join the webinar via telephone, you can switch to Telephone mode. Then dial in to the conference using the number and Audio PIN provided in the Audio pane of your Control Panel

What are audio tips and best practices?

  • As with any webinar, it is important to test your sound quality and audio settings before your live event. In addition to testing your audio settings, it is recommended to start your webinar in Practice mode with other organizers or panelists to provide feedback on your voice quality.
  • If you plan to record your webinar, be sure to test the Recording feature while in Practice mode.
  • It is a best practice to close all applications and documents you are not using for your presentation; applications running in the background may use up your computer's bandwidth and affect network performance.
  • It is a best practice to keep attendees muted during your presentation and unmute individual attendees as necessary.
  • Attendees who join the audio portion of your webinar are joined muted by default. Up to 25 attendees can be unmuted at any one time (this is a combination of VoIP and phone attendees).

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