No webcam option for web users

[RRusso]

Hello,

some of the attendees joining the trainings through the web (using Chrome or Firefox) don't have the "share webcam" option in their control panel (as you can see in the picture below). This is confirmed by the fact that as an organizer I cannot see any webcam icon nearby their names.

On the other hand, their webcams work perfectly when they use other web platforms. 

Would you help me find a solution? Thank you very much.

[cindyceglia]

We have experienced the same exact problem this morning. People were not able to join using a webcam

[AshC]

Hi, 

If your web-app attendees are using the newest version of Chrome then they should be able to preview and share their webcams in the training session.  If not, we'd like to know what operating system they're using, on what kind of devices to recreate the problem. 

[RRusso]

Dear Ash,

here some information about computer and browser used . Please let me know if there is anything else you need to know. Thank you!

OS Name                                         Microsoft Windows 10 Enterprise

Version                                            10.0.17763 Build 17763

System Name                               L6AD0022SFI

System Manufacturer             LENOVO

System Model                              20JJS45400

Google Chrome                          Version 83.0.4103.97 (official Build) (a 64 bit)

[AshC]

Thanks @RRusso ,

As long as there were less than 6 webcams being shared at the time, then the attendees using the GoToTrainig web version should see this: https://support.goto.com/training/help/share-your-webcam-instant-join-app-g2t090010 

[RRusso]

Dear Ash,

I confirm you that here were less than 6 webcams being shared at the time. Furthermore, yesterday we run another session with just 4 participants and the 2 joining via Instant Join App using Google Chrome (with all the technical information shared above) didn't even have the webcam icon.

I read the link that you sent me and a some point it says "This feature is only available to attendees running Google Chrome. If you do not see the option to share your webcam, then the organizer may have disabled it"  and also "The features that are available on your account may vary depending on your subscription plan"

How can I check if somehow I disabled the webcam option or it is not included in my subscription plan?

Thank you for your support!

[AshC]

Attendees cannot share webcams at all, so if these were attendees only, and not staff members that explains the behavior.  

Staff members joining via web app should consider upgrading to the native app for full presenter features, as the web app will still have some limitations.

[cindyceglia]

Hi ashC, 

honestly I'm very confused. Now you are saying that attendees using google chrome cannot share their webcams because they are attendess and not organizers/presenters... 

This is quite daunting... and searching in the community I noticed one of your posts (unresolved for that matter dating back to 2018). 

Pasted here (please see point your point 3...)

@nzPaulM

I'd like to address your concerns here:

1. The default behavior for GoToTraining Organizer control panels is to have webcams disabled for the start of the broadcast for privacy reasons.  Once you enable those for all attendees, then they may share their own webcams themselves (desktop, web app, or mobile).
2. Breakouts work on many devices, though not every model.  If you have an attendee on a supported device who cannot join breakouts, feel freel to have them contact us directly for a support session:  https://support.logmeininc.com/gototraining/contactus
3. Instant-join Web attendees can easily share their own webcams if they have the ability to share cameras through a supported web browser to start with.  It can take 3 clicks to activate / confirm / share a webcam through the browser.  Here is a guide for web app attendees:  https://support.logmeininc.com/gototraining/help/share-your-webcam-instant-join-app-g2t090010
   1. A webcam test site may be used for web app attendees to test beforehand:  https://www.onlinemictest.com/webcam-test/
4. I apologize for the feature disparity between some systems.  Long term, we do plan on making each attendee experience as closely related as possible.
5. Yes, in some cases Attendees may have to re-enable their webcam if rejoining the main broadcast from a Breakout session.  This is the expected behavior, though I understand if it is confusing to some.

‎09-05-2018 12:21 PM

also we find the following link

https://support.goto.com/training/help/share-your-webcam-instant-join-app-g2t090010 

So what is it?? Can they or can't they share their webcams??

Today we ran a session and some were able to share their webcam and a large majority weren't... 

Honestly it is so frustrating not to get a straight answer on this...

[cindyceglia]

@nzPaulM

I'd like to address your concerns here:

1. The default behavior for GoToTraining Organizer control panels is to have webcams disabled for the start of the broadcast for privacy reasons.  Once you enable those for all attendees, then they may share their own webcams themselves (desktop, web app, or mobile).
2. Breakouts work on many devices, though not every model.  If you have an attendee on a supported device who cannot join breakouts, feel freel to have them contact us directly for a support session:  https://support.logmeininc.com/gototraining/contactus
3. Instant-join Web attendees can easily share their own webcams if they have the ability to share cameras through a supported web browser to start with.  It can take 3 clicks to activate / confirm / share a webcam through the browser.  Here is a guide for web app attendees:  https://support.logmeininc.com/gototraining/help/share-your-webcam-instant-join-app-g2t090010
   1. A webcam test site may be used for web app attendees to test beforehand:  https://www.onlinemictest.com/webcam-test/
4. I apologize for the feature disparity between some systems.  Long term, we do plan on making each attendee experience as closely related as possible.
5. Yes, in some cases Attendees may have to re-enable their webcam if rejoining the main broadcast from a Breakout session.  This is the expected behavior, though I understand if it is confusing to some.

‎09-05-2018 12:21 PM

also we find the following link

https://support.goto.com/training/help/share-your-webcam-instant-join-app-g2t090010 

So what is it?? Can they or can't they share their webcams??

Today we ran a session and some were able to share their webcam and a large majority weren't... 

Honestly it is so frustrating not to get a straight answer on this...

[AshC]

I apologize, there are some differences between GoToTraining and GoToWebinar web app functionality, and also between browsers and operating systems.  Currently to host a training you need the desktop app: https://support.goto.com/training/help/system-requirements-for-organizers-g2t010024 

G2T Attendees can still share webcams with the correct permissions: https://support.goto.com/training/help/instant-join-feature-comparison-g2t030006