Forum Discussion

Ximber's avatar
Ximber
Active Contributor
23 days ago

Problem with audio

We had an event on Tuesday, November 25, 2025, and it was on that day that we started experiencing some audio problems. Some participants who connected with video and audio began experiencing audio flickering, crackling for a split second, and intermittent interruptions. We've also started noticing this at other events. It affects completely different participants in the broadcast. Different internet connections, different devices (both Windows and MacBooks), different headsets, and different microphones.

When we test the audio in the web room as a team, we also experience this audio interference, although everything was fine before. And this interference can even seem to jump from one participant to another, just randomly.

 

7 Replies

  • KateG's avatar
    KateG
    GoTo Manager
    17 days ago

    Ximber Sorry to hear this.

     

     I see that our support team responded to you yesterday via email. If you respond to the questions, it will help in the investigation on what is going on. Thank you for your patience. 

  • Ximber's avatar
    Ximber
    Active Contributor
    17 days ago

    Update.
    The issue isn't limited to the browser. When any application is opened full-screen over the webinar, the webinar starts glitching and the audio is choppy. Minimizing the application or changing the app's full-screen mode stabilizes the audio. The same issue occurs when connecting to someone via TeamViewer; audio from both the connected and the connected person begins to choppy.

  • Ximber's avatar
    Ximber
    Active Contributor
    17 days ago

    KateG​ 

    We've identified what might be causing these audio burps. When a person on air speaks into the microphone and opens ANY browser, the audio will start burping. If they minimize and then restore the browser, the audio will continue burping. If you minimize the browser and leave it alone, the audio will stabilize. If you repeatedly minimize and restore the browser, the audio will continue burping.

  • KateG's avatar
    KateG
    GoTo Manager
    18 days ago

    Ximber​ Thanks for the additional context and Webinar ID. I've created a case for our support team to review. They will be reaching out to you soon. Thanks for your patience as we review. 

  • Ximber's avatar
    Ximber
    Active Contributor
    18 days ago

    Hello, KateG​ 

    Unfortunately, this wasn't just the 25th of November.
    This problem occurs every day, with different participants. Even when we, as technical support for our company, test the sound, the interruption seems to jump randomly between participants. One minute, my sound interrupts, then it disappears, and then immediately starts interrupting the sound of another participant.
    Even now, a webinar class is in progress and we're still experiencing this problem.
    Webinar ID: 462-397-323

    Could you please send me the IDs of the rooms where this problem occurred in the past? Or maybe provide a video?

  • Ximber's avatar
    Ximber
    Active Contributor
    18 days ago

    Hello, KateG​ 

    Unfortunately, this wasn't just the 25th of November.
    This problem occurs every day, with different participants. Even when we, as technical support for our company, test the sound, the interruption seems to jump randomly between participants. One minute, my sound interrupts, then it disappears, and then immediately starts interrupting the sound of another participant.
    Even now, a webinar class is in progress and we're still experiencing this problem.
    Webinar ID: 462-397-323

    Could you please send me the IDs of the rooms where this problem occurred in the past? Or maybe provide a video?

  • KateG's avatar
    KateG
    GoTo Manager
    21 days ago

    Hi Ximber​, 

    I'm sorry to hear this. There weren't any known issues with GTW on 11/25.

    Was it just this day that it occurred? If you provide the Webinar ID I can create a case for you and have the support team take a look at what may have happened.