Wep App attendees to GoTo Training cannot join if no audio on computer?

Hi-

My training attendees have had an uptick on difficulties joining sessions using the Wep App on Chrome over the past few weeks.

It seems in every session, I have at least 2 attendees that join via the web app (their internal security policies will not allow them to download the desktop version) and they are stuck on a screen that says "No One Can Hear You. Click Allow to speak with everyone (see Allow SS1).

Here is the problem--if a client does not have a microphone plugged in or enabled on their PC they cannot move past this screen. I believe this is because when they click the padlock icon in the browser they do not have the ability to "Allow" access to a microhpone. (Allow SS2), as they don't have one.

I have duplicated this on my own devices. If I try to join training via the web app and do not have a microphone configured, I cannot move past this screen. If I configure a microphone I can "allow" it and move past the screen. My questions on this are:

1) Is this a new change? Can you confirm that it is a requirement for clients to have a microphone enabled to join the training via web app? They are only able to switch to phone AFTER they enable the microphone.

2) If so, so, this is problematic, because many clients require use of the web app as they do not have the ability to download items on their computers. In some cases these same clients cannot use VOIP. What work-around do you suggest? Even if they want to dial in, they cannot see the training unless they move past this screen.

Thank you in advance for your help. This is a great source of frustration for both organizers and attendees.

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Accepted answers

AshC

UPDATE: This GoToTraining Web App conflict has now been resolved. GoToTraining Attendees should have no issues now with or without a microphone setup already in place.

Please let us know if anything new arises.

All comments

AshC

Hello,

We did some thorough testing with GoToTraining and the Web App join flow. The only thing we noticed when testing without a microphone setup is that the Attendee must confirm the cancellation of the Web App VoIP connection attempt (the default audio mode). There will be a 'Cancel' button at the top of the browser window for this purpose. Once confirmed, then the Web App will default to Telephone the next session.

** If a user does not have permissions to manage the Chrome plugins themselves, then this could cause the web browser to not accept the necessary response for an audio selection.

kbuch

Echoing AScott. If GoToTraining is not going to fix this, they should at least put something on the status page. My clients are blaming me for the issue and it is extremely frustrating.

Would love to see a response from GoToTraining folks. Thanks so much.

AScott

Thank you for sharing your findings. I will have to think of a short term solution to mitigate the damage and investigate long term options as I need a reliable and flexible solution to run training courses for my clients.

I would appreciate also appreciate a voice from Go To Training on how/if they are going to resolve this issue.

kbuch

I wanted to come back and update this thread. I just spent quite a bit of time on the phone with support and have verified that

1)there has been a update to the Web App (instant join), and,

2) with the update, it will not allow attendees to use the Web App if they do not have a microphone accessible on their device

This is definitely troubling for me, as quite frequently my clients that join a) are in a secure environment where they do not have the ability to utilize the desktop version and b) had planned to call in as they don't have audio options on their computers.

Hoping that GoToTraining chooses to resolve this soon.

AScott

I can only echo this post. My attendees are experiencing exactly the same issues which is very frustrating for both and them and me. This problem has suddenly appeared and I never had hadthis issue before using the software very extensively. I would also appreciate an update on if/when this issue is going to be fixed.