Issues with confirmation email sent for Recorded Session
The confirmation email sent to attendees for a recorded sessions has two bullets, on is incorrect and one is confusing. The first bullet says: "Joining from the browser is not available for this session." Per your website, and a phone call with support, this is incorrect. A browser is the preferred method of access. The second bullet says, "If you'd like to join via mobile app instead,download our free GoTo mobile app and use the webinar ID above to join." But there is no Webinar ID on the entire email. I called GTW support and they confirmed there is no webinar ID for recorded webinars. Please update this email confirmation for recorded sessions. I fielded 22 emails on Tuesday night with confusion based on these two bullets.
Pre-recorded video not appearing in webinar recording in new app
My webinars typically consist of live intro, followed by a pre-recorded video (which I upload prior to the start of the broadcast), followed by a live Q&A session and outro. I have also programmed the backend to automatically record the webinar once the broadcast starts. Using the old version of the platform, my recording would capture everything, so I'd have one webinar recording consisting of the live intro, the pre-recorded video, and the live Q&A and outro. I have used the new version of the platform twice now, and each time the webinar recording does not capture the pre-recorded video that I shared during the broadcast. The webinar recording does run the full length of the webinar itself, so comprises the live intro, then the default GTW microphone background image spanning the length of time the pre-recorded video was playing, followed by the live Q&A and outro. During the webinar I play the pre-recorded video using the Share button at the bottom of the Control Panel. Is there some step that I'm overlooking to make sure the pre-recorded video is also being capture in the webinar recording? Cheers, Donal
GoTo Webinar Billing Issue
Hello everyone, We have been using GoToWebinar for many years. However, we decided to terminate our subscription and canceled it. Despite canceling before the billing period, we were still charged for an additional month. The main issue is that our payment for the month was made using two different cards. Upon checking, we found that the second card used for the charge is not even registered in the system; we may have added it years ago for usage. Even though there were two separate charges, we only have a single invoice. In Turkey, we are required to submit invoices for charges made with company cards to our finance team for legal processes. However, we are facing legal issues in this regard. When I opened a support ticket, they asked me to make a call, but it is not possible to reach the provided number from our country. Despite numerous attempts to contact them through various channels, including social media, we have not received any support. The company will have to involve its legal team in this process. If there is a support email I can reach out to before this escalates, could you please share it with me?
Message "You need the appropriate permissions to use this application"
Hi, I use the GoTowebinar application to do webcast seminars. Yesterday some customers trying to enter from their mobile devices through the GoTo app got this message: "You need the appropriate permissions to use this application. Contact your company's system administrator to validate your license on this product" What solution can I give them? Thank you!
The webinar was recorded, but it is not in the video library.
Hello, for the first time it happened to me now that today I hosted a webinar that ran for a little over 2 hours, it was recorded, but the video is not available in the video library. The WEBM file I have on my PC cannot be converted to another format, it reports an error. So is it possible that there was some error in the recording and the recording will no longer be available? Overall, it seems to me that lately it's taking longer to record videos. Does anyone have any advice, has this happened to you? Thanks a lot Veronica
Webinar Update today?
We met an hour before a webinar to make sure everything was setup and working as intended. We were met with an update that critically failed for 4/6 people in the room. Where are the release notes on this? The views are completely different, camera sharing doesn't work, and content had to be reshared multiple times for it to show up. The delay now feels a lot longer and is not smooth. When sharing the camera it initially shows the camera and then throws an error saying GoToWebinar is having technical issues. I checked a community post from yesterday and a CS agent shared a screenshot from the old organizer view. Did this update go out today? I will add the "release notes" area on this site leaves a lot to be desired. I am very surprised a company in 2024 has basically nothing useful in release notes...best organizer(moderator) to presenter(speaker) to organizer transition
As moderator, I want to start the webinar broadcast showing just my app and performing narration (no video, just my voice). After my intro, i want to enable the audio/video of the panelist(speaker). After the panelist is done, i want to enable my audio and screenshare and disable the panelist's video, but keep the panelist on audio as well. What is the most elegant way of accomplishing these transitions?
adding products to my account
Hi, I have a GoTo account and have logged in to arrange a webinar but it says 'You currently don’t have any products.' Does anyone know how I add products please? I cant see how to do this in the options available to me - I can only edit my personal details or request developer tools. I cant mention of 'products' in the FAQs Background : usually I would use my organisation's account so I'm comfortable scheduling webinars etc, but my organisation instructs me to use my own GoTo account (as opposed to the organisation one) for webinars within a couple of weeks. Which is what I'm trying to do now. Many thanks in advance if anyone can help.What is the GoTo Insiders Program?
As a customer, your insights are incredibly valuable to us. Your feedback and ideas help shape the future of our services. The GoTo Insiders Program is for English speaking customers who are ready to take this to the next level andparticipate in research opportunities. Why join? Access new features before they release Meet and connect with GoTo product leadership Fast-track feature requests and ideas Point the way for the GoTo product roadmap What kind of research opportunities? Our team will directly reach out to insiders when a research activity opens. Insiders can decide on whether they would like to participate in the activity. The level of involvement required from customers vary from one activity to another (it ranges from answering to a one-time survey to participating in a beta program for few months with regular feedback session). The level of involvement required will be provided in the research activity invite that will be sent to insiders. Where do I sign up? Our sign up page is hereTake a look at the new GoTo Webinar experience
Hi, As the new GoTo Webinar experience is now available, I thought I would share this short video demonstrating the current in-session Organizer experience. You will find the new User Guide here. When it is available for your account you will see a banner at the top of your dashboard after your sign in on the website. You will also have the option to opt-out and return to the Classic GoTo Webinar experience by signing in on the website and going to Settings. Now available: new Mobile GoTo app to host GoTo Webinar sessions. The FAQ section at the bottom of the User Guide explains the current limitations and known issues. Ask the GoTo Pros: Join one of our live weekly Q&A sessionshosted by our Customer Success Team. Register HERE. The NEW GoTo Webinar - Short self paced lessons covering how to schedule, host, and engage your audience using GoTo Webinar
Poll Answers Not Recording on Attendance Report
I'm a co-organizer for all of our webinars. We recently switched to the webcast format to allow for more attendees. Since then, it seems that we have issues with attendees' (at least 100 per presentation) poll answers registering and showing as answered on the attendance report. When I follow-up with them regarding the issue, they all respond that they received a poll/answer submitted prompt after answering. Of course, they don't think to take any screenshots of that during the webinar, so I don't have any attachments to upload. Has this been a recent issue? Is it because we switched formats from webinars to webcasts? Any guidance you can provide will be greatly appreciated. Thanks!i can not access GotoWebinar dashboard
everytime i access https://dashboard.gotowebinar.com, i redirected to https://myaccount.logmeininc.com/ this is my 1st time signup on gotowebiar LITE plan. any help please ? how can i access CHAT SUPPOERT with support team ? i can not do call due to limited langguage. (i am not native english speaker). Please helpEmbed Registration Form onto Website
I cannot believe GTW doesn't offer the built-in option to provide embed code for registration forms. I used to be able to do it more "manually" with iframes, but now that doesn't even work. I get the error: "register.gotowebinar.com refused to connect." Help! I want the registration form to be ON my website so that I can have other valuable items around the registration form itself. Thanks!
Attendee join webinar via browser without using GoToOpener installation
Hi all! Is it still possible to connect via browser-only without any software installation? I have looked at the following: https://support.goto.com/webinar/help/browser-app https://community.logmein.com/t5/GoToWebinar-Discussions/Joining-webinar-without-downloading-GoToOpener-app/td-p/219980 I tried a variety of logon routes, but they all appear to take me to the same GoToOpener.exe route: https://app.goto.com/meeting https://global.gotowebinar.com/join https://www.goto.com/webinar/join https://app.gotomeeting.com https://meet.goto.com/ We have some restricted / secured clients that are unable to intall any software, so a reliable / repeatable method that I can tell them to use would be useful - if anyone knows a way? Thanks in advance. PaulWe need to plug gotowebinar into a live event feed.
Please I need assistance or a link to a'how to' document. We need to plug gotowebinar into a live event feed. The event is live at a venue and there will be video camera technicians that will film and record the “video” discussion on stage. That video feed will need to be ‘fed’ plugged into the GoToWebinar event, so that people who are attending virtually, can see what the camera men are videoing in the live event. There will only be one ‘panelist’ and that is the videographers feed. I need some documentation for the videographers as well as for myself on how to run such an event.Participants unable to join webinar - Company IT and GTW offering differing explanations
Hello, We serve a variety of government agencies and recently the population of one agency began experiencing GTW (classic) login issues. We've troubleshooted with the agency IT department, sharing the firewall information. The IT department states there are no firewall issues and that its employees should be able to join. They cannot. GTW states that the issue is a firewall and up to the agency to solve. Any suggestions/solutions here? Thank you!Attendees Not Able to Access Webinar - Spinning Circle in Browser
Is anyone else having this issue? Over the last month or so, our customer service lines have exploded with registrants unable to access our webinars. When they try, the get a blue spinning circle in their browser. We've tried both Chrome and Edge. We've made sure that browsers are updated to the latest versions. We've had them try incognito tabs or windows. Nothing seems to help. Any ideas?? This is a new problem for us and we don't know how to resolve it.Ghosting
We are thrilled with the new software updates with GoToWebinar. We are not pleased with the Ghosting on Camera. We need to do demos on camera and had to stop because of the ghosting issues. Zoom and Teams do not have this issue. We are using a virtual background. We did download ChromaCam and it does not eliminate this issue. Please look into this to see if you can resolve this issue. Thank you
Mac user as Co org issue with questions
Hi . Yesterday we hosted a webcast (classic) and 2 of our co orgs both with MacBooks were unable to see all columns in the questions pane. When they right clicked into the columns to supress certain columns there was no option for then to tick answerer, as it was not there ? They logged out and then back in but this did not amend the view for them. All other co orgs/orgs were able to see all columns as normal . Any help would be most appreciated...Sorry, this portion of the webinar cannot be viewed on this device
Greetings. I have one user getting this error. His screen displays OK for a second or two then gets the error. Others can play the video just fine. I have removed and re-installed the software but unsure of any other steps to try. Thanks all!
Stummschaltung im Webinar - Mute in Webinar
Hallo in die Runde, wir hatten das Problem, dass bei einem GoToWebinar die Stummschaltung nicht funktioniert hat. Es waren ca. 50 % der Teilnehmer nicht stumm und wir konnten sie auch nicht stumm schalten. Woran kann dies liegen bzw. wie kann man dies ändern? Gruß Andrea English: Hello everyone, We had the problem that the mute function didn't work during a GoToWebinar. About 50% of the participants were not mute and we could not mute them. What could be the reason for this or how can this be changed? greeting AndreaAdd caption file to the webinar recording
Hi there, I'm wondering if I can integrate a caption file into webinar recordings. If yes, in which format - like SRT or VTT format? Also I'd like to know if there are available options for adding captions instead of generating captions from Gotowebinar. Thank you in advance!On-Demand Registration Restriction
Hi, Is there a way to monitor registration for on-demand webinars? When a person registers and pays for the on-demand webinar they receive an email with the link for the on-demand webinar but they can forward that email to anyone and they can watch the webinar for free. Is there a way to have checks and balances so people cannot access the webinar without registering?Webinar Recording Link Restriction
Hi, Is there a way to restrict access to the recording link? For example, only letting those who have registered for the webinar be allowed to access the recording link? Right now anyone can input their information and access the recording regardless of registration.Registration Confirmation email
We used to receive emails when a participant submitted a registration request, and suddenly we no longer receive a notification. I have checked the Outlook folders for the emails, and found nothing even in the SPAM folder. I then checked in our mail quarantine and there weren't any registration emails in that folder from registrants. Please let me know if there is something else that I can check or change to enable to receive the registration emails again. I already checked if the registration confirmation mail is enabled, I even unchecked it and then rechecked it to see if it works.
