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TSchwalb
New Contributor

No Voice while video is played / iOS

Hi,

for two weeks now we are facing an issue with apple iphone/pads users using the GTW App who were unable to hear us talking while we played videos in the background. (Yes, we know that the mic auto-mutes the speakers.)  Android and PC participants can hear us commenting the videos.  Is there any known solution to that problem? Still waiting for any reply from the support team since january.

 

We urgently need this feature back since our talks focus on "trending innovations" and are meant to support teachers during this pandemic. Unfortunately, most of the schools we address provide their students with ipads.  Thank you, Best regards

 

 

7 REPLIES 7
AshC
LogMeIn Contributor

Re: No Voice while video is played / iOS

@TSchwalb  Do you know if your iOS attendees were also connected via microphone / speaker in the GoToWebinar mobile app?

TSchwalb
New Contributor

Re: No Voice while video is played / iOS

We advise all attendees to download the corresponding GoToWebinar Mobile App when using smartphones or tablets. In general, we do not grant microphone rights to the attendees. However, all students, including those using iOS devices, can hear us before and after videos were played. It's just that mobile iOS users either can't see and hear anything when the video is running (black screen with a text similar to "this video is not available on your device", but in german) OR they can't hear our voice while we're explaining the content of the video. Additionally, some of our moderators (not all of them) were recently not able to close the video window and share their presentation/screen. They had to close the software and log in again after every single video. This appears to be a separate problem. We are very concerned that we can no longer use videos during digital classes.

 

Any help is highly appreciated. 

AshC
LogMeIn Contributor

Re: No Voice while video is played / iOS

OK, the reason I ask is because the streaming video functionality only plays audio to attendees through their headset / speaker system.  If connected via telephone then they would need to check their speaker connection when the videos are played.

 

The black screen when you share the videos may be harder to explain, so I'm wondering if you were sharing an MP4 or YouTube video during the broadcast?

TSchwalb
New Contributor

Re: No Voice while video is played / iOS

Thank you for your quick response.

 

Well, teachers reported us that their classes attending via iPads were mostly using their speakers so two students were able share one tablet. Does the software all of the sudden switch audio settings when videos are played? It is hard to understand how sometimes all attendees face this problem, when a couple of months ago we never ran into this trouble at all.

 

All of our videos are shared MP4 videos. Again, only iPhone and iPad users reported a black screen issue.

 

Best regards

AshC
LogMeIn Contributor

Re: No Voice while video is played / iOS

Yes, the audio will switch to speaker mode when a video is played through GoToWebinar.  I will see if we can recreate the black screen issue internally.

TSchwalb
New Contributor

Re: No Voice while video is played / iOS

gtw fehler.png

 

We recently received a screenshot of the blackscreen shown during the mp4-videos.

Chris Droessler
Respected Contributor

Re: No Voice while video is played / iOS

Just to be clear, there is a difference between a black screen with no audio and video, and a black screen where you still hear the audio.

 

I black screen and no audio, then that means that particular computer is not capable of playing the video, or the bandwidth is too low to allow the video to be played.