Forum Discussion

Lana2's avatar
Lana2
New Contributor
2 years ago

Recording does not have audio

I recorded a session but when I opened it, I can see the video, but it has no audio. Please assist as I am unable to re-record this session and I need to send it to some colleagues overseas. Is there somewhere where I can possibly add the session ID and get a backup of the recording. The meeting was just completed on 05/16/2023.

  • KateG's avatar
    KateG
    2 years ago

    Hi Lana2 welcome to the GoTo Community. Our support team can take a look and see what is going on. Can you please PM me the Meeting ID and I can create a case for you for the support team to review? Could you also let me know if you used Voip or dial-in? 

  • KateG's avatar
    KateG
    GoTo Manager
    2 years ago

    Hi Lana2 welcome to the GoTo Community. Our support team can take a look and see what is going on. Can you please PM me the Meeting ID and I can create a case for you for the support team to review? Could you also let me know if you used Voip or dial-in? 

    • Lana2's avatar
      Lana2
      New Contributor
      2 years ago

      Hello KateG. Thank you for responding. I also used Voip, I did not dial in to conduct this session.

      • KateG's avatar
        KateG
        GoTo Manager
        2 years ago

        Lana2 thanks! Someone from Support will reach out to you. 

    • Walvis's avatar
      Walvis
      New Contributor
      2 years ago

      Hi Kate -- I've had two recordings lately with the same problem. I did a test recording in our Personal Room, and audio recorded fine. I sent a message to support, but haven't heard back yet.

      • KateG's avatar
        KateG
        GoTo Manager
        2 years ago

        Hi Walvis welcome to the GoTo Community. Sorry to hear you are having issues. I was not able to find a case associated with your account so I created a case for you. Someone from support should be reaching out soon.