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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 audio/video without problems.

Issue Timeline:

Feb 10: We held a tech trial, but the panelists could not access GoTo. To their credit, they researched the issue and suggested using the "new" version of GoTo instead of the "classic" version.
Feb 21: We switched to the new version and conducted another tech trial. This time, everything worked perfectly—panelists could access the platform, turn on their cameras and microphones, and share their screens without issues.
Mar 7: We scheduled a meeting to discuss the webinar running order. The panelists, proactively, suggested using GoTo again to double-check the tech. However, despite everything working fine during the previous trial, they could not access the platform—encountering the same issue from Feb 10.

On both Feb 10 and Mar 7 the panelist was met with the same error message stating:

"COULD NOT JOIN SESSION – An unknown error has occurred."

Request for Help:

As far as I can tell, nothing has changed on our side, so I’m unsure why the issue has resurfaced.

were met with the same issue they encountered during the first tech trial

Has anyone else experienced this? Any suggestions on possible fixes?

Thanks in advance!

  • 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. 

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  • 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

  • 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.