Webinar starts but it doesn't load for the attendee

We've been getting a few attendees lately who are logged in to join the webinar. They get the "webinar is about to start page" but it never reverts to the webinar. To them it looks like it never started. When they refresh and go back in, they get the same page, thus they never get access to the webinar.

Any ideas on what would cause this and how we can help them resolve the issue? Thanks

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ArtyLive

We do all of the webinars in webcast mode.

AshC

@ArtyLive Alternatively, you can schedule your GoToWebinars in Webcast mode in order to utilize the Instant Join option, sending all Attendees through Chrome to view in the web app: https://support.logmeininc.com/gotowebinar/help/what-is-the-web-app-g2w090016

ArtyLive

Thanks. I'll share that with them, when it happens.

AshC

@ArtyLive This message can be caused by a local firewall block, or denial of the launcher somehow.

I would suggest those affected start by performing a full reinstall of GoToMeeting (including the Launcher). If they still cannot join the webinar broadcast, ask what security applications they have set up there: https://support.logmeininc.com/gotowebinar/help/how-do-i-configure-gotomeeting-to-work-with-firewalls-g2w090002

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