Microphone sometimes won't return from mute

[bjzq888]

I have a user that uses GoToMeeting extensively.  However, more recently, when he mutes his microphone in a conversation, upon un-muting, it tells him the microphone isn't available.  If he exits and re-enters the meeting, he is given the same error.  Only restarting seems to fix it, and only until he mutes himself again.  Is there anything that could be causing this?

[AshC]

@bjzq888  Can you tell us the specifics of the device model and operating system?

Has the affected participant already performed a complete re-installation of GoToMeeting?

[bjzq888]

It's a Dell Laptop, Latitude 7490, running Windows 10.  It's been updated with the latest updates.

I've attempted to uninstall and re-install 3 times, and it behaves the same after each installation.

Interestingly another person with a similar laptop and similar OS has the same issue; if they attempt to mute, it sometimes unmutes and other times does not.  It's a great impediment to the meeting, of course.

[AshC]

OK, it sounds like this can be reproduced on demand there. If the participant can either call into Customer Support or report the audio behavior while in session, we can try to figure out where the failure is stemming from.

https://support.goto.com/meeting/help/report-audio-issues-g2m050030