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Lana2's avatar
Lana2
New Contributor
3 years ago
Solved

Recording does not have audio

I recorded a session but when I opened it, I can see the video, but it has no audio. Please assist as I am unable to re-record this session and I need to send it to some colleagues overseas. Is there somewhere where I can possibly add the session ID and get a backup of the recording. The meeting was just completed on 05/16/2023.

  • KateG's avatar
    KateG
    3 years ago

    Hi Lana2 welcome to the GoTo Community. Our support team can take a look and see what is going on. Can you please PM me the Meeting ID and I can create a case for you for the support team to review? Could you also let me know if you used Voip or dial-in? 

7 Replies

  • Walvis's avatar
    Walvis
    New Contributor
    3 years ago

    Hi KateG -- Thanks for the follow-up! I have not yet seen any replies to my case/ticket.

  • KateG's avatar
    KateG
    GoTo Manager
    3 years ago

    Hi Walvis welcome to the GoTo Community. Sorry to hear you are having issues. I was not able to find a case associated with your account so I created a case for you. Someone from support should be reaching out soon. 

  • Walvis's avatar
    Walvis
    New Contributor
    3 years ago

    Hi Kate -- I've had two recordings lately with the same problem. I did a test recording in our Personal Room, and audio recorded fine. I sent a message to support, but haven't heard back yet.

  • KateG's avatar
    KateG
    GoTo Manager
    3 years ago

    Lana2 thanks! Someone from Support will reach out to you. 

  • Lana2's avatar
    Lana2
    New Contributor
    3 years ago

    Hello KateG. Thank you for responding. I also used Voip, I did not dial in to conduct this session.

  • KateG's avatar
    KateG
    GoTo Manager
    3 years ago

    Hi Lana2 welcome to the GoTo Community. Our support team can take a look and see what is going on. Can you please PM me the Meeting ID and I can create a case for you for the support team to review? Could you also let me know if you used Voip or dial-in?