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bbritz
New Contributor

New Version vs "Classic" Version

We have used GTM for over almost 20 years. When the new client came out a few months ago we began having issues. This post is about Microphone and Speaker settings that don't stay selected between sessions.

 

We would be starting a call and 1/2 of the participants couldn't hear or couldn't speak. In the new version, the settings aren't up front and center so you have to hit the cog to find out if everything had changed.

 

Tech support switched us back to the "Classic" old client as a fix. 

 

Embarrassing calls occurred with clients where we were saying "turn on your mic", or "turn on your speakers" just to find out that GTM had changed the setting between calls. Very unprofessional.

 

Of our 17 offices, half have changed to Zoom as a result. Hoping changing back to Classic will help.

1 ACCEPTED SOLUTION

Accepted Solutions
GlennD
GoTo Manager

Hi @bbritz,

 

  1. After switching your account back to Classic GoToMeeting please make sure you are launching your meetings from the Classic GoToMeeting software (orange daisy icon), which should still be installed on your computer or from the Classic GoToMeeting Hub, not the new GoToMeeting App
  2. The new GoTo App will recognize any standard webcam that Classic GoToMeeting does. You can confirm and test which webcams, mics, and speakers are selected in the pre-meeting screen or in the GoTo App settings after you join the meeting. It is possible that you may be joining through your web browser rather than the new GoTo App and you need to give permission to access the webcam and mic before you can share it 

If the issues continue it would be helpful to know more details, for example, if you are using a Windows PC or a Mac and what you are seeing on the pre-meeting screen

 

GlennD_0-1660934108342.png

 

Glenn is a member of the GoTo Community Care Team.

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View solution in original post

3 REPLIES 3
GlennD
GoTo Manager

Hi @bbritz, welcome to the community.

 

The issue of the audio settings not being remembered in the new GoTo App was resolved quite a while ago, and there have been a lot of updates since you first tried it.  By default, anyone starting or joining a meeting in the new GoTo App will see this screen where they can confirm their audio and video settings before joining the meeting.

 

GlennD_0-1660673802424.png

 

Glenn is a member of the GoTo Community Care Team.

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bbritz
New Contributor

We switched to Classic Version yesterday.

1. The sessions still launch in the new version, not classic

2. Camera will not come on - but will when a zoom session is substituted

3. Microphone would not come on - but will in a zoom session

 

The system was rebooted to ensure no lingering device use was causing the issue.

 

This is a complete continuation of our problem under new vs classic.

This issue is not resolved.

 

This issue is being closely watched by our 17 office directors as to whether to convert to Zoom after 20 years of GTM experience.

 

Please reply.

Bob

GlennD
GoTo Manager

Hi @bbritz,

 

  1. After switching your account back to Classic GoToMeeting please make sure you are launching your meetings from the Classic GoToMeeting software (orange daisy icon), which should still be installed on your computer or from the Classic GoToMeeting Hub, not the new GoToMeeting App
  2. The new GoTo App will recognize any standard webcam that Classic GoToMeeting does. You can confirm and test which webcams, mics, and speakers are selected in the pre-meeting screen or in the GoTo App settings after you join the meeting. It is possible that you may be joining through your web browser rather than the new GoTo App and you need to give permission to access the webcam and mic before you can share it 

If the issues continue it would be helpful to know more details, for example, if you are using a Windows PC or a Mac and what you are seeing on the pre-meeting screen

 

GlennD_0-1660934108342.png

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!