Forum Discussion

FTAlliance's avatar
FTAlliance
Active Contributor
2 months ago
Solved

Panelist could access - now cannot

Hello GoTo Community, To avoid technical issues during live webinars, we schedule a "tech trial" with panelists beforehand to ensure they can access the platform, share their screens, and use their ...
  • KateG's avatar
    KateG
    2 months ago

    Hi FTAlliance, nice to see you. 

    It's tough to say what's going on just with that message. Understanding what device they are using, the operating system, and how they are accessing the Webinar (app or browser) would be helpful. Refreshing their browser and/or app would be a first troubleshoot.

    If they are still having trouble accessing the webinar, they can call customer support who can take a look at their setup and initiate a remote session if necessary to test what may be happening. 

KateG's avatar
KateG
GoTo Manager
2 months ago

Hi FTAlliance, nice to see you. 

It's tough to say what's going on just with that message. Understanding what device they are using, the operating system, and how they are accessing the Webinar (app or browser) would be helpful. Refreshing their browser and/or app would be a first troubleshoot.

If they are still having trouble accessing the webinar, they can call customer support who can take a look at their setup and initiate a remote session if necessary to test what may be happening. 

FTAlliance's avatar
FTAlliance
Active Contributor
2 months ago

Hi KateG,

Thanks so much for your prompt reply.  We met again with the paneilist yesterday for another trial and they were all able to access, turn on camera and so forth.

They confirmed that their IT department had now whitelisted the GoTo website.

Thanks again