Forum Discussion

hhuynh's avatar
hhuynh
New Contributor
3 years ago

When Hosting a Webinar, Viewers can not hear the pre-recorded video but can hear the live speaker

When broadcasting a webinar, once the live speaker starts presenting our pre-recorded video - users can not hear the pre-recorded video. Specifics of situation -  It is only happening to one busi...
GlennD's avatar
GlennD
GoTo Manager

Hi hhuynh, welcome to the community.

 

When you share an uploaded video in GoToWebinar its audio is played through the attendee's web browser.

 

  • When a presenter shares a video, the video's audio feed will only be played through Computer audio (mic and speakers). This means that any attendees who have dialed into the audio conference using Phone audio will hear the video play through their computer or device's speakers rather than over the telephone.
  • If an attendee is not hearing the audio properly (whether they are connected via Computer or Phone audio), they should check the volume on their computer's speakers and/or check their device output. It's possible that the audio is playing through a different output (like a USB headset that is plugged in).

 

hhuynh's avatar
hhuynh
New Contributor
3 years ago

Hey there Glenn,

We have double checked both of those. Lets say there are 20 people on the webinar.
All from different bussiness/agencies.
Lets say 3 of those 20 are from the same agency. We are only having this problem with 1 agency/business. The other 17 people can hear but the 3 people who can not are all at the same place/working out of the same building. Its a strange issue. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    hhuynh Is it possible to find out how those attendees were connected (PC or Mac), and if their computers have speakers? 

     

    • hhuynh's avatar
      hhuynh
      New Contributor
      3 years ago

      Hi glenn,

      Windows with Speakers

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Thank you. One possibility is the Volume mixer in Windows 7, GoToWebinar may have been muted or the volume was set very low. In their next GoToMeeting or webinar if they right-click the speaker icon in their system tray and open the mixer they can check that it is not muted or set to a low volume. This mixer lets you set different volumes for the different sound sources open on your PC at the time.