When Hosting a Webinar, Viewers can not hear the pre-recorded video but can hear the live speaker

When broadcasting a webinar, once the live speaker starts presenting our pre-recorded video - users can not hear the pre-recorded video.

Specifics of situation -

It is only happening to one business/agency.

Everyone from this agency can not hear the pre-recorded video but they CAN hear the live speaker.

What we have tried-

We have tried using both browser and desktop app

We have tried whitelisting the domains listed on the website

We have tested this out with multiple people from their org

We have triple checked audio settings/devices

Any ideas would be helpful please.

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Comments

GlennD

Thank you. One possibility is the Volume mixer in Windows 7, GoToWebinar may have been muted or the volume was set very low. In their next GoToMeeting or webinar if they right-click the speaker icon in their system tray and open the mixer they can check that it is not muted or set to a low volume. This mixer lets you set different volumes for the different sound sources open on your PC at the time.

hhuynh

Hi glenn,

Windows with Speakers

GlennD

@hhuynh Is it possible to find out how those attendees were connected (PC or Mac), and if their computers have speakers?

hhuynh

Hey there Glenn,

We have double checked both of those. Lets say there are 20 people on the webinar.
All from different bussiness/agencies.
Lets say 3 of those 20 are from the same agency. We are only having this problem with 1 agency/business. The other 17 people can hear but the 3 people who can not are all at the same place/working out of the same building. Its a strange issue.

GlennD

Hi @hhuynh, welcome to the community.

When you share an uploaded video in GoToWebinar its audio is played through the attendee's web browser.

When a presenter shares a video, the video's audio feed will only be played through Computer audio (mic and speakers). This means that any attendees who have dialed into the audio conference using Phone audio will hear the video play through their computer or device's speakers rather than over the telephone.
If an attendee is not hearing the audio properly (whether they are connected via Computer or Phone audio), they should check the volume on their computer's speakers and/or check their device output. It's possible that the audio is playing through a different output (like a USB headset that is plugged in).

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