GTW: Webcam video didn't work for presenters or organizer - case number 14800011

[RedRockMatt]

Case number 14800011

We held a company-wide meeting last week via GTW. 

None of the presenters or the organizer had the controls to show their webcam video. They couldn't even try to make it work. The webcam/video button didn't appear for any of them. 

We called tech support. The agent was overseas and had a poor audio connection -- he tried to help, but every fifth word dropped out so it was hard to communicate. We finally had to give up and hold our company-wide call with audio only. We could still share the screen so our participants could see slides and charts. 

We have been using GTW for months and have never had this problem. We just tried a test webinar, and everything worked fine including webcam video. 

Can anyone help us figure out what went wrong? Did we configure something wrong when the meeting was set up? Or did GTW have a problem that day? Unfortunately, this was a high-profile meeting, and our exec team is upset about this. 

[RedRockMatt]

Here's what our controls looked like. As you can see, there is no video button. This was from the Organizer of the meeting. 

[Chris Droessler]

There is a setting in the Dashboard (https://dashboard.gotowebinar.com/settings) where you can enable or disable webcams for all webinars.  Maybe that was accidentally turned off.

[RedRockMatt]

Thanks for the suggestion, @Chris Droessler. We did check this and it was turned on. 

[RedRockMatt]

Just curious if anyone from LogMeIn actually monitors this forum? 

[AshC]

@RedRockMatt  It sounds like you're familiar with the GoToWebinar system and have checked the event's webcam allowance setting that Chris mentioned.  Without knowing more about the broadcast events themselves I'm guessing it was a one-time failure that you should not expect again.  Please let us know if it does recur.

[RedRockMatt]

@AshC Thanks for the reply. Is there anyone at the company who could attempt to figure out what happened? Unfortunately, the failure occurred during a high profile meeting. We're being told to figure out what happened and make sure it never happens again -- or switch to another platform for video conferencing.  

[AshC]

@RedRockMatt  You can certainly have the Organizer call into Customer Support with the affected webinar ID, from the same computer that hosted the broadcast.  Sometimes we can look at the GoTo event logs (if the software has not been re-installed) to see what happened there.