General GoToMeeting Troubleshooting FAQs - GoToMeeting

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General GoToMeeting Troubleshooting FAQs

Review frequently asked GoToMeeting troubleshooting questions.

I never received my GoToMeeting invitation email. What should I do?

Where can I view scheduled meetings?

I forgot my password. What should I do?

How long will my past meetings appear in my Meeting History?

What happens when I stop showing my screen? What do my attendees see?

How do I share one application and nothing else?

If I'm the organizer, how do I take back Keyboard and Mouse Control?

Are there any files or folders left on the attendee computer after the session ends?

Why would I make someone else an organizer in my meeting?

Is there a charge for using GoToMeeting's integrated audio?

How do I save chat sessions from my meetings?

Is video streaming supported in GoToMeeting?

Can I change a meeting in Outlook without going into GoToMeeting to change the time manually?

What happens if I have two monitors?

I never received my GoToMeeting invitation email. What should I do?

It's possible that your email server blocked the invitation email. If you're in a corporate environment and don't have the ability to check email in a spam folder, check with your administrator to see if the invitation can be resent.

Where can I view my scheduled meetings?

See View Scheduled Meetings for information on where to find My Meetings.

I forgot my password. What should I do?

Go to the Forgot Your Password? page, and enter the email address you use to log in to your account. Once you click Continue, an email will be sent to you where you can click a link to create a new password.

How long will my past meetings appear in my Meeting History?

Past meetings will appear in your meeting history for 90 days after a meeting's scheduled end time. If you're on a GoToMeeting corporate plan, you can view meeting history up to 12 months after a meeting's scheduled end date.

What happens when I stop showing my screen? What do my attendees see?

When you click the Stop button, Screen Sharing will be turned off, and you will no longer show your screen to attendees. Instead, your attendees will see the Waiting Room until you resume Screen Sharing. If you're on a GoToMeeting corporate plan, you can customize the Waiting Room and display a logo to attendees.

How do I share one application and nothing else?

A presenter can share a single application by right-clicking the screen-sharing icon on the Control Panel and then selecting the application to share from the list of applications presented. The application-sharing feature is only available to presenters using Windows computers.

If I'm the organizer, how do I take back Keyboard and Mouse Control?

As a security feature, you can regain control of your computer by simply moving your mouse. The change of control happens almost instantaneously. At any time, you can revoke an attendee's shared control of your mouse and keyboard if you want to prevent him or her from regaining control.

Are there any files or folders left on an attendee's computer after the session ends?

Some downloaded files do remain after a meeting so that attendees can join future meetings more quickly (without having to download all the files again). The Citrix Online Launcher app may be installed on attendees' computers, which also includes an optional browser plugin that lets them join faster. These files are inactive, will not consume system resources, do not compromise security and perform no functions until the attendee joins another meeting and the files are engaged by a new Meeting ID. If desired, an attendee may uninstall all GoToMeeting files using the Add/Remove Programs feature in the Windows control panel.

If the option to save chat logs is enabled, attendees will see their chat history stored by default in the My Documents folder. They may also see GoToMeeting log files stored in %temp%\CitrixLogs\gotomeeting on Windows computers and ~/Library/Logs/com.citrixonline.GoToMeeting/ on Macs.

Why would I make someone else an organizer in my meeting?

If you created a meeting and needed to leave, but wanted your attendees to continue the discussion, you would want to make someone else the organizer. The meeting would proceed without you and without interruption.

Is there a charge for using GoToMeeting's integrated audio?

GoToMeeting is packaged with both VoIP and a telephone conferencing at no extra cost. You may decide to use one or both of these services or choose another method of connecting to audio during meetings. Our phone conference service provides a toll-based phone number that meeting participants can dial. Participants are then charged their standard long-distance rate for calling a toll-based number, just as if they made a regular long-distance call. There is no additional charge for the conferencing feature. If attendees wish to avoid incurring long-distance charges, then they can join the meeting with VoIP. Please see Integrated Toll-Free Audio for information on how to provide your attendees a toll-free option.

How do I save chat sessions from my meetings?

Under the File menu, select Save Chat Log. Or, if you are using a Windows computer, open Preferences > General, and select the "Chat Logs" check box to automatically save logs to that computer after each meeting.

Is video streaming supported in GoToMeeting?

While we do not yet support streaming video, our GoToMeeting technology is fast enough to keep up with screen changes on the desktop, so it appears as if it is streaming video.

Because more data is being sent to all meeting attendees, bandwidth usage will increase for all meeting participants. The amount will depend on the resolution and length of the video.

Also, certain versions of Windows Media Player with Microsoft DirectX (an advanced suite of multimedia application programming interfaces, or APIs, built into Microsoft Windows operating systems) will not display the video.

To enable video display for your meetings, you need to disable Hardware Overlay for your player. Please see your media player's help section for instructions on disabling Hardware Overlay.

Can I change a meeting in Outlook without going into GoToMeeting to change the time manually?

No, once you generate the invitations and calendar event, you must change the meeting time in GoToMeeting if you want to reschedule the meeting.

What happens if I have two monitors?

You can choose to either display one or both of the monitors. However, your two-monitor display may cause problems of resolution and visibility for your attendees if you display both monitors simultaneously.