Hi everyone -
We offer 3-6 webinars (webcast) a week with an average of 200-300 participants. For 99% of those users, their experience is flawless and we don't receive any complaints. I will also say that, as presenters, we've never had any of these issues. Our experience from delivering webinars has been terriffic. That's not much help to our customers who are frustrated because they can only view the recordedings after our live events.
For the other participants, we continue to see the same handful of issues in every session:
We send users the system check page: https://support.logmeininc.com/gotowebinar/system-check-attendee-recorded and in nearly every case, they pass the check flawlessly.
What we would like help with:
What we know about the users who experience issues:
We're in our 3rd year doing these webinars and the problems grow as the number of participants grows. Again, we're talking 5-10 people per session but it's still derailing our moderators each time.
Thanks for any help you can offer.
@ArtyLive I am sorry for the reported issues your attendees are experiencing.
While we do receive sporadic reports of web browser trouble from attendees, the causes are not always the same. When we can, gathering HAR log files during the error help us understand where the problem lies.
As you know, if the webinar stream is going out right, there's not much we (the presenters) can do to mitigate issues for those in attendance.
We'd like to give our users a simple troubleshooting process that outlines possible causes and what they can do. Ans directions for next steps if those don't work.
For example, here are common issues. Also, we have quite a few users who attend a lot of our webinars that work, and then intermittently they can't access or they have other tech issues.
We always do webcast webinars. Assume everything is working properly at our end.
It would be nice to have a single troubleshooting resource with common reasons why it happens and how to fix. And if they can't resolve it, where do they go to get them resolved?
We really don't have time to troubleshoot the technical issues people have accessing your webinar tech. On top of that, they don't see the issues as their problem or a problem with the webinar tech, they see them as poor service at our end.
I'd like to better service our customers who are using your service to view the webinars. Thanks.
@ArtyLive We completely support you and your attendees, so anyone using the platform can call directly into support when they experience any sort of problem.
The most common issue with broken audio / video feeds is a local area network connectivity faiulre. This could be caused by WiFi delays or latency within the network itself. Each scenario could be different.
Attendees shoudl also not join the webinar too soon, as the 'hallway' for entry is only open 60 minutes before the start of the scheduled broadcast. This can explain why some might see the message, but without more investigating we can only suggest that they leave the webinar and rejoin again if it is already after the scheduled start time and they see "Waiting for Organizer".
The message "Invalid License Key" can be cause by a network firewall, or a browser like Microsoft Edge. Make sure they are using an updated, supported web browser if the Attendees see this message in the future.
** Chat is only available if you direct-message an attendee, so they may respond directly back. Chat between Attendees is not currently an option, and Chat is not activated by default for any attendee --- only members of your Staff.
I am also having this same audio join issue with my webinars. Some staff join with no audio issues and others are not prompted to select their audio. I have the webinar set to prompt from audio. Please fix. My staff are getting frustrated with GoToWebinar and are asking to use Teams.
I have seen more GoToWebinar audio issues within the last few years.
I always tell folks to reboot their computer before they join a GoToWebinar. Many do not want to do this and probably have not rebooted their computer in many months.
Other virtual meeting tools, like Zoom, Teams, etc. can grab the audio (mic and speakers) on the computer and not let GoTo use it. Even after you quit Zoom, Teams, etc. there can still be a program running in the background that holds onto the audio. Rebooting is the only way to fix this.
I have noticed that if the affected staff click on their Audio control in GoToWebinar, select a different audio option; such as headset; then reselect their original audio preference, the audio connects and fixes itself. It is a lot of steps, and frustrating for the user, but it seems to work.
Yes, working with my presenters, I have found that they can select No Audio, then select Computer Audio, will fix many sound problems. If that does not work, then rebooting is best.