webinar was recorded without sound !!!!!!

[webinarfbk]

Today's webinar was recorded without sound !!!!!!
This is the second time !!!!!
How to get sound for video ??? !!!

[GlennD]

Hi @webinarfbk 

Without any details about how your webinar was configured and hosted it is difficult to comment on your issue. What kind of webinar was it? How was it hosted? What audio options were used? Was it recorded online or locally on your computer?

[webinarfbk]

It was a webinar with ID 916-784-291 in webcast mode.
The sound source was an external microphone connected to the laptop.
It was recorded online.

!!! Test webinar with ID 283-472-187 conducted on the same equipment in the same mode was recorded normally !!!

[AshC]

@webinarfbk  If this webinar was recorded directly into the cloud, and there was an issue with the audio during conversion, then Customer Support may be able to have Engineering take a look at the original to see if the recording can be recovered.

[webinarfbk]

Of course yes!
Have customer service ask engineers to review the original to see if the recording can be restored.
Please give your answer as soon as possible.

[AshC]

@webinarfbk  You need to reach out to Customer Support yourself to confirm your identity and the affected webinar in question.  The escalation process can take several days to complete.

[webinarfbk]

Excuse me, but WHAT do they help here?
Useless talk?
I demand that my question be resolved immediately !!!

[AshC]

@webinarfbk  The preliminary information you've given here indicates that the problem was likely on our side, though we cannot investigate fully through the Community here.

Customer Support is available at your convenience to call 24 hours / day.  I'm sorry we cannot confirm your problem will be resolved through this Community thread, and we're very concerned about the recording failure itself.  Hopefully when you create a case through Support we can track down the source of the original issue. 

[webinarfbk]

How must I connect with Customer Support  ?

Give me e-mail or unique link.

Do not give general link !!!

[AshC]

@webinarfbk  While we do not offer direct email support at this time, you may click the Contact Support button, select the best dial in option, and call us any time to file the case.

https://support.goto.com/meeting/help/how-do-i-contact-gotomeeting-customer-support-g2m090151