The audio capabilities built into Citrix collaboration tools make including audio in your online meetings, training sessions and webinars convenient and cost-effective. You and your attendees can either call in by telephone (regular rates apply) or get audio at no additional charge using the Mic and Speakers.
We strive to provide the best audio experience possible. However, because a wide range of circumstances can affect audio performance (many of them outside our control), we’ve created this troubleshooting checklist in case a problem occurs.
I can’t hear anything at all
- Could you have misdialed or made a bad connection? Try hanging up and calling back into the conference.
- Is the person speaking muted? Check the Attendee List of your Control Panel. If the audio icon has a red line through it, that person is muted. The presenter or organizer can click the audio icon to unmute an individual attendee, or click Unmute All to unmute all attendees in the meeting.
Best practices for the phone:
- Enter your Audio PIN
- Don’t use speakerphone
- Turn off call waiting
- Turn off your hold music
Mic and Speakers (VoIP):
- Test your speaker setup. Click Audio Setup in the Audio Pane to select the correct device. Mac users should click the speaker icon in the Audio Pane to select the correct device.
- Check the volume setting under Audio Setup. Click Speakers Setup and then click Play Sound. Adjust the slider bar to the desired volume.
- You could have a bad connection. Toggle once between the Use Telephone and the Mic and Speakers options.
- Is the person speaking muted? Check the Attendee List of your Control Panel. If the audio icon has a red line through it that person is muted. The presenter or organizer can click the audio icon to unmute an individual attendee, or click Unmute All to unmute all attendees in the meeting.
- If the person speaking is using a microphone with a mute/unmute button, is their microphone muted?
- Do you have the correct audio option selected? You cannot use the Mic and Speakers option when you have Use Telephone selected.
- It could be an Internet bandwidth issue. Close any other web pages you have open, including file sharing and music and video streaming. If your Internet connection is still too slow, you may need to use the Telephone option.
Best practices for VoIP:
- Get a USB headset
- Use a fast Internet connection
- Turn off your smartphone
- Check your setup before the meeting
GoToTraining or GoToWebinar users:
You may have forgotten to click the Start Broadcast button at the top of the Control Panel. This button lets you get set up before you start presenting to everyone.
I’m hearing an echo
- If you suspect an echo is coming from an attendee, see who is speaking by looking at the bottom of the Audio Pane. Then mute that attendee, or ask the attendee to lower his or her speaker volume. You can also click Mute All in the Audio Pane, and then unmute people one by one to isolate the problem.
- If you join your meeting via telephone, make sure the audio setting on your Control Panel is not set to Use Mic & Speakers.
- Built-in or external speakers on your computer or laptop can cause an echo. We recommend reducing the speaker volume to a low level or turning them off when you’re using another device (like a headset).
- Webcams with microphones can pick up additional noise and cause an echo. Using a webcam for your audio is not recommended.
- If using a microphone, move the microphone closer to your voice and away from competing sounds (e.g., computer fans).
- Avoid moving or touching the microphone during your presentation.
The person speaking sounds robotic, choppy or under water
- They could be on a cellular, mobile or cordless phone. Suggest they move to another location with better reception, find another phone to use, or try the Mic and Speakers option if they can.
- They could have a bad connection. Ask them to hang up and call in again.
- They could be on a speakerphone and either getting interference or not talking directly into the phone’s mic. Ask them to use a handset or headset instead.
Mic and Speakers (VoIP):
- They could have a bad connection. Tell them to toggle once between the Telephone and the Mic and Speakers options.
- It could be an Internet bandwidth issue. Suggest they close any other web pages they have open, including file sharing and music and video streaming. If their Internet connection is still too slow, they may need to use the Telephone option.
I’m hearing feedback (static, beeping, clicking)
- It’s most likely coming from someone’s smartphone. Ask everyone to turn them off.
I can’t mute myself
- If you’re using the Mic and Speakers option, click the microphone icon next to your name in the Attendee List on the Control Panel.
- If you’re using the Telephone option, you need to enter your Audio PIN before you can use the Control Panel to mute yourself. Or, you can press *6 on your telephone keypad.
I can’t mute or unmute an attendee who’s using a telephone
They probably haven’t entered their Audio PIN, which is what connects their phone call to your meeting Control Panel. Ask them to enter it on their phone—they just have to press the # key, the Audio PIN and the # key again.
I’m annoyed by the on-hold beeps and/or the chimes I hear when people join or leave sessions
You can turn off the on-hold beeps and entry/exit chimes by clicking the Edit button in the Audio pane of the Control Panel and deselecting those options. If you’re using the Telephone option, you can also enter the commands on your telephone keypad; press *3 to turn off the on-hold beeps and *8to cycle through options for setting the chimes.
I’ve tried everything and I’m still having problems
If you are still having audio problems, please contact Global Customer Support at 1 888 259 8414 (direct dial +1 805 617 7002), or visit our online support center at http://support.gotomeeting.com. If you are calling from outside the United States, click Contact Support on the Global Customer Support page for our international numbers.