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mgsmikegilkim
New Contributor

GTM: Loosing Audio in the middle of a meeting.

Hi Guys,

We encounter a problem with GTM every meeting. Basically the audio connection will be lost and it will say "Connecting to Audio" Your audio connection has been lost attempting to reconnect. Usually, it happens more than once every 5 to 15 minutes in the middle of a meeting on every meeting. it happens on gtm only, other platform is working fine.

 

 

Thanks

5 REPLIES 5
AshC
Retired GoTo Contributor

Re: GTM: Loosing Audio in the middle of a meeting.

@mgsmikegilkim  That message should only appear when there is serious network latency or local internet trouble. Have you tested an alternate network or ISP to troubleshoot the connection there?

 

Do you see the same behavior if you host from a mobile device using your provider's cellular connection?


Ash is a member of the LastPass Community Care Team.

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mgsmikegilkim
New Contributor

Re: GTM: Loosing Audio in the middle of a meeting.

Hi @AshC

Thanks for you reply.
We tested using gtm on mobile phone connected to the same wifi. Its working fine.

Here are the things we did so far.

-Update GTM
-Latest Windows 10 Update
-Change Audio Devices

Issue still occurs tho. 😞
AshC
Retired GoTo Contributor

Re: GTM: Loosing Audio in the middle of a meeting.

Do you see the same message if you're connected to the integrated audio via telephone?

How about when you avoid sharing webcams during a broadcast test?

 

Also, you may want to run a trace route from the affected PC to egwglobal.gotomeeting.com and look for times over 100ms for delay points.


Ash is a member of the LastPass Community Care Team.

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mgsmikegilkim
New Contributor

Re: GTM: Loosing Audio in the middle of a meeting.

Hi @AshC

Thank You so much for taking time.

This issue doesnt occur on the phone.
Also we arent using our webcams on the meeting.


Here is the traceruote to egwglobal.  

1.png2.png3.pngDuring Our MeetingDuring Our Meeting

When the issue occurs, the presentation would continue only the audio disconnect. Ussualy it reconnects after few seconds. sometimes it takes to long that Abby needs to rejoin the meeting. 

Regards,

Mike

AshC
Retired GoTo Contributor

Re: GTM: Loosing Audio in the middle of a meeting.

Thanks, Mike.  All those times appear within the expected range.

 

Have you tried the GoToMeeting Connection Wizard yet?  Ref: https://support.goto.com/meeting/help/install-and-run-the-connection-wizard-windows 

 

Also, are you able to connect directly into the network via wired connection to rule out the router?


Ash is a member of the LastPass Community Care Team.

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