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Fran_Simon's avatar
Fran_Simon
Valued Contributor
6 years ago
Solved

Webcast Attendees' screens going dark after next presenter

We need some ideas here. We are experiencing two problems regularly with a lot (but not all) of our attendees. Our sessions are really big-- usually between 1,800-3,000 people.

 

  1. There are two times during our webinars when we have transitions from one panelist (me, the organizer) to another panelist who only has panelist access, and then back from the panelist to me. On the second pass back to me near the end of the webinar, we get lots of attendees complaining that their screens have gone dark. They can no longer see the slides, only a black screen.
  2. Attendees are losing the slide viewer after transitions after polls and after videos. We know they need to click on the flower in their taskbars to connect back to GTW, but it is a real problem in such big webinars.

 

Anyone have ideas? 

Thanks!

  • AshC's avatar
    AshC
    5 years ago

    This issue should now be resolved in webcast webinars.  Please let us know if you see it recur again. 

18 Replies

  • Fran_Simon's avatar
    Fran_Simon
    Valued Contributor
    5 years ago

    I also had people not receive surveys yesterday. Just chiming in in case this is a growing issue,

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    geoffwebinar  Specifically, the issue resolved related to changing presenter, and webcast attendees having to refresh their screen before the ability to see the new desktop became available. 

     

    For those participants who did not receive surveys, we would need to investigate those on a case by case basis.  You could collect the affected email address' of those who reported no follow up, and send them to Customer Support for Engineers to trace the webinar communications.  

  • geoffwebinar's avatar
    geoffwebinar
    New Contributor
    5 years ago

    AshC  We hosted a webcast last night with 1,200+ attendees. While the experience was better than earlier in the year, there were still a lot of attendees who were getting the frozen screen, no audio, no video. Also, while many were presented with the survey afterwards, many were not. Please let me know how I can help diagnose the continued problems with webcasts.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    This issue should now be resolved in webcast webinars.  Please let us know if you see it recur again. 

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    Leigh Strinsky  I'm sorry for the delays.  We are still testing the fix for this and I will try to get an updates on the external delivery. 

  • Leigh Strinsky's avatar
    Leigh Strinsky
    Contributor
    5 years ago

    Ash,
    I found this thread after starting a new one. I experienced this issue today. Any timeline on a resolution?

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    b_martinez  I believe we are in the final rounds of testing on this issue.  Hopefully I will have more information in the coming days, and I thank you for your patience.

  • b_martinez's avatar
    b_martinez
    New Member
    5 years ago

    Can someone please give us an update on this issue? Still a problem with screen freeze after presenter switch, audio issues, login issues. Video recording is fine and these issues are not seen by all. Didn't have these issues with the webinar version - only seems to be happening with the webcast versions.  Please update this thread and let us know is being done to correct these issues.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    euridice  This is a known issue we are currently addressing with the GoToWebinar web app.  I expect a full resolution within the next few weeks. 

     

    Thanks for your patience.

  • euridice's avatar
    euridice
    Active Contributor
    5 years ago

    Hello, this solution has worked for us as well. We tried this way because of local authority's IT restrictions which prohibit software downloads. The attendees of our last webinar could take part, but every time when a new screen had been shared, the user had to refresh the browser to be able to see the shared slides and therefore had to login in again.

    Is it possible to avoid the necessity to refresh the browser when the attendee takes part via Instant Join app?