Troubleshoot GoToMeeting Audio Not Working

Authored by: Support.com Tech Pro Team

1. Introduction

GoToMeeting is a fast, simple way to collaborate with audio, video, and screen share remotely. Because there are so many parts being brought together by GoToMeeting to make this happen, things can go wrong, but this guide will help you solve the vast majority of problems you may run into.

Covering the basics of possible audio and video problems you may be having, offering solutions to poor audio quality, and walking you through using a phone if you need to be in your meeting now, this guide covers each quickly and directly.

Before You Begin:

• If you're using a headset, make sure it's plugged into your computer.
• If you're using an external speakers and microphone, make sure they're plugged into your computer.

2. I Can Hear Others, but They Can't Hear Me

In most cases, if you can hear your colleagues but they can't hear you, either your microphone is muted, or not plugged in.

Check Audio Source

GoToMeeting allows you to select from what source your audio comes from. The incorrect one could have been selected by accident.

1. While on a conference, select the Settings gear next to your portrait.
   

1. Make sure Computer is selected at the top of the Settings pane.
   

1. Using the drop-down menu for Microphone, select the microphone you are using.
   

1. You'll see the small meter to the right of the Microphone field light up when you speak if you have the right microphone chosen.

Microphone Connection

Analog

Make sure the microphone is plugged into the Pink audio port.

Digital

USB ports may have more or less power, and sometimes some USB ports don't have enough power. Try using a different USB port on your computer.

Check Headset Mute

Some headsets have a mute button. Make sure your microphone is not muted by pressing it one time.

There is usually a small light next to a mute button; if the light is on, your microphone is muted!

Check Input Volume on Computer

The volume set on your mic may be set low, it's good to check the settings to be sure it wasn't changed accidentally.

Windows

1. Using your right mouse button, Right click on the speaker in your System Tray, and select Open Sound settings.
   

1. Under Input, select Device properties.
   

1. Make sure Disable is not checked, and make sure the volume is at a reasonable volume.
   

1. A volume between 50 and 75 is usually appropriate.

Apple macOS

1. Open the Apple Menu, then select System Preferences.
   

1. Select Sound.
   

1. Select the Input tab at top, and make sure the Input volume is at a reasonable volume.
   

1. A volume between 50 and 75 is usually appropriate.

Check Mute in GoToMeeting

GoToMeeting has a built-in mute feature you can press if you happen to cough, or have other unwelcome noise happen that you don't want your colleagues to hear. Sometimes this can be set accidentally, so it's best to check it first.

Unmuted

A green circle with a microphone in it is shown when you can be heard by others.

Muted

A microphone with a cross in a red circle is shown when you can't be heard by others.

3. I Can't Hear Anybody, but They Can Hear Me

If you're seeing in text chat that you can be heard, but you can't hear anyone else, either your sound is muted, turned down too low, or the wrong source is selected in GoToMeeting.

Check Audio Source in GoToMeeting

1. While on a conference, select Settings on your tile.
   

1. Make sure Computer is selected.
   

1. Make sure the proper Microphone and Speakers are selected.
   

1. Microphone
2. Some computers have a "Line In" and "Microphone" option for inputs, try each if you're not sure.
3. The small meter next to the microphone will light up to indicate if GoToMeeting can hear anything, try speaking after changing the setting to see if the lights change.
4. Speakers
5. Many computers will have many different audio out devices, and each setup will be slightly different.
6. Click the Play button to the right to hear a test sound played on whichever speaker you have selected.

Check Volume in the Operating System

You can adjust the volume on your computer, and sometimes this gets set too low or muted by mistake.

Windows

Select the speaker near the clock in your System Tray, usually in the bottom-right corner of your screen. You are able to move the slider back and forth to increase and decrease the volume.

Apple macOS

Select the Speaker on the top-right of your Menu bar. You can use the slider to adjust the volume.

4. I Hear an Echo, Static or Audio Sounds Bad

If your colleagues mention your audio quality is poor, or the audio you hear sounds bad, there are a few things you can check.

• Use a Headset
  If possible, use a headset. Because your mic will pick up whatever is playing from your speakers, including your colleagues and your voice, it can cause a feedback loop. If possible, switch to using a headset and mic, so your mic won't pick up the sounds playing.
• Turn Off Other Sources of Audio on Your Computer
  Some audio devices don't 'mix' audio well, and can degrade the quality of everything. Turn off any videos, music, or other audio you may be listening to while on the conference.
• Replug Devices
• Analog Devices

• Analog audio devices connect using a minijack. Both the jack and the port on the computer can end up with little bits of dust which can cause audio to crackle, have static, or drop out. The simple fix is to unplug and replug the device, this removes the dust and tends to fix the problem.
• USB Devices

• USB Devices aren't as susceptible to dust, but because of how modern computers work, there could be not enough power on certain USB ports to power the device. Switch to a different USB port on your computer and try again.
• Close Other Programs
  If the audio quality is poor, it's possible your computer doesn't have enough power to encode the audio quickly enough because other programs are running in the background. Close the other programs you're not using on your computer.
• Reboot Your Computer
  If you're unable to find any programs to close, or if there's updates waiting to apply on your computer, it's possible this, too, could cause audio problems. Rebooting your computer can solve these problems.

Dedicated Audio Troubleshooting Guide
We offer a separate, dedicated guide that will help you check a number of other options with the audio on your computer that may help further.

• How to Fix Poor Audio or Video Quality for VOIP

5. I Can't Fix My Sound, How Do I Connect by Phone?

If all else fails, and you need to be on a conference, GoToMeeting provides an option to switch to using any telephone for your audio, allowing you to follow along and get work done, so you can troubleshoot the problem with your computer's audio later.

If you do not have a mic, this also allows you to be heard till you can pick one up!

1. While on a conference, select Settings on your tile.
   

1. Select Phone. A toll-free number is shown, along with an Access Code and audio PIN. Call this phone number with your phone, when asked, enter your Access Code and audio PIN. You will hear and be heard by your colleagues over your phone for this conference.