No Audio after taking trip to Thailand

[AResister]

After taking a trip to Thailand, attendee's audio quit working. Attendee normally uses VoIP. Using the app on a Mac. Same result when trying to use iPhone. Attendee can connect with either device just fine, but no audio. How do I enable his audio while in Thailand? Works just fine while in US, but not in Thailand.

This worked fine in Thailand in previous years, but under a different account.

[KateG]

Hi @AResister welcome to the GoTo Community. 

I see that you reached out to our support team who are currently reviewing your settings and verifying that Thailand is fully supported. 

One thing you could have them try if possible, to make sure is not the device or the network itself, could the attendee try to join on from another network or using any other computer?

[AResister]

Kate,

Thanks for the reply on this.

Attendee is working on using a different network as a test. He observed the same audio issue when using the app on his iPhone as well, which would point to an issue with his network -- as if a port is blocked.

Will keep you posted...

[AResister · Accepted solution]

Test using a different location/network was completed. The audio works fine on the test network. Technical support has provided information for the necessary adjustments in whitelisting or opening of ports to allow the audio to work. It appears Port 1853 is the necessary port for audio (and video).

Attendee will contact Internet provider in Bangkok to make the necessary changes to their firewall to get his audio working.

[AResister]

To follow-up on this issue--

Goto-Meeting Technical Support provided the necessary port information so it could be forwarded to the ISP (name of ISP in Bangkok: True). Their technical support people used the information to open the necessary ports allow audio (and video). This was done remotely as there was no need to go onsite to make the change.

We just finished with testing and all is well.

Port Info:

https://support.goto.com/meeting/help/allowlisting-and-firewall-configuration