GotoWebinar randomly muting panellists

[Chris Droessler]

I've seen this happen a few times on my webinars.

I am on Mac OS 10.13.6

In all cases, I have a second person as Organizer who watches the question box and did not mute anyone.

[Simone1]

Hi @AshC 

I just wanted to ask if you were able to look into the issue, now that I've provided the details of my panellist set up?

I've got other webinars coming up soon (one this week) and really wouldn't like to experience this problem again.

Thank you!

[AshC]

@Simone1  If your presenters were using the local GoToWebinar desktop app, and you have not muted them yourself, then they should have full control over their audio at all times.  If this should fail, we'd like to see what went wrong in the local software log files from their machines.

[Simone1]

@AshC 

You had asked @StateTraining this, so you could try and recreate the problem internally:

'If you can gather any info about their system / hardware setup, it would help us try to recreate the issue internally:  Operating System, VoIP Vs. Telephone, audio hardware such as headset or mobile device'

I've just provided you with the same information from my panellist, could you try and recreate the problem internally in my case too?

And if you need to see the local software log files from my panellist's machine, how exactly do I get that?

[AshC]

@Simone1  We haven't had much luck recreating the Panelist muting problem you reported, though you can collect log files for us to review by following this support guide:  https://support.goto.com/meeting/help/how-do-i-collect-web-app-logs-g2m090119 

[Anon95344]

I had this same issue.  Go2 Webinar is muting my attendees by organizer every time an attendee self mutes.  The issue is that I am unaware of the attendee being muted by organize so when they unmute themselves and are trying to speak I obviously do not hear them

This seems to only occur when the following 2 factors are applied:

1. Attendee self mutes first

2. They are using computer audio

I submitted a support ticket #17267003.  I was then gaslighted by a Custom Support Specialist Tier 1.  Who informed me that since this is a webinar attendees are not meant to interact but only listen.  It was really hard pill to swallow given that NO attendee should automatically be muted by the organizer once they are unmuted by the organizer. 

[ervinjason]

We had this happen last week in a very large summit I was organizing. Unfortunately, the individual that was randomly being muted was the Director of our agency. Needless to say I'm having to really fight to continue to use GoToWebinar. I really hope that they don't dismiss this bug and look into it further

[AshC]

@ervinjason   The system should not be randomly muting any participant that is currently un-muted.  If this should happen again, please let Customer Support know within 24 hours so we can trace the issue back to its source before all phone records are expunged.