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New Contributor

Audio disconnect every 10minutes for 20-30seconds Go to webinar

We have a webinar studio where we use go to webinar as our webinarplatform.
There was an audio disruption every 10minutes for 20-30seconds. 

Today we were following a webinar also given with go to webinar and we had the same problem.
Every 10minutes the audio is lost and 30seconds later it"s back.

It cases our clients to be frustrated 'cause they didn't get most of the webinar and it isn't easy to listen to this. 
 
1 ACCEPTED SOLUTION

Accepted Solutions
LogMeIn Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

This sounds like a known issue - G2W tries to establish a UDP connection for audio, the first return packet gets through but the subsequent packets are blocked by your firewall. G2W falls back to TCP, but after 10 Minutes tries again to establish the UDP connection, same procedure, first return packet gets in, switch over to UDP, subsequent packets get lost and after 30 seconds audio falls back to TCP.

 

To be sure that this is the problem, we would need to check the G2W logfile from the machine in question.

 

so what can you do about it:

you need to configure your firewall: Optimal Firewall Configuration

- best solution would be to enable UDP communication, as this also gives you the best quality. you have to allow UDP traffic to and from port 8200.

- second best: block UDP completely, so that TCP is used permanently. Might reduce quality slightly depending on your Internet connection, but at least you get rid  of the annoying interruptions every 10 minutes.

 

cheers

Robert

26 REPLIES 26
Respected Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Is this a new problem using the same equipment where it used to work fine?

Is your computer connected to the internet via wifi, or are you hooked directly through an ethernet cable?

Have you rebooted the computer just before the webinar. Sometimes that helps.
LogMeIn Manager

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Hi Annlyze,

Is this still an issue you are experiencing? 

 

Glenn is a member of the LogMeIn Community Care Team.

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Respected Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Have you tried a different microphone?
Since you describe a "webinar studio," maybe you have a sophisticated microphone that uses phantom power. Maybe there is a problem with the phantom power supply.  Try a dynamic mic and see if the problem persists.
New Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

hi,

There was no problem with the mic. In the recording there was no falling out  of the audio.

We are still experiencing the problem. We need garantee that this won't happen every time.


LogMeIn Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Hi Annlyze,
This issue is often caused by network difficulties on the Organizer / Presenter's end.  If you have a network admin that can check for packet loss, it may be helpful to run a trace route to egwglobal.gotomeeting.com before the event to see how the connection looks from end to end.

New Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Hello,

We had the problem presenting a webinar, the next day we were following a webinar from somewhere else with the same software: Go to webinar. Same problem!


- Video kept streaming so it couldn't have been a packet loss.

- It was with a predictable interval of 10minutes.

- our network is more than OK. Upload and download

http://www.speedtest.net/my-result/6146896753

I saw the same comments of others on the forum.

Can you give me a solution?


Kind regards.

LogMeIn Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Hi Annlyze,
Sorry for the ongoing trouble.

I would suggest taking one of the same affected computers off your current network to test with.  Your description is almost always due to network disruptions, so this needs to be the first variable eliminated during troubleshooting.

New Contributor

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

My company is also experiencing issues with Goto Meeting and the audio dropping every 10 minutes with complete predictability. The loss will last for 20-30 seconds also, and after it comes back, 10 minutes later, goes again.
No other network issues at all at the company, or the connecting company. Have tried with a combination of terminals, sound equipment and times of day.

Very frustrating
LogMeIn Manager

Re: Audio disconnect every 10minutes for 20-30seconds Go to webinar

Hi Ashley, sorry for the frustration. The best thing would be for you to call our toll free 24/7 Support and work with one of our Reps. They can run network tests to check your connection to our servers specifically, which will give us a much better idea of what is happening.

 

 

Glenn is a member of the LogMeIn Community Care Team.

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