TROUBLESHOOTING

Audio Is Choppy Distorted Or Missing From Recording

Issue

The audio on a recording is choppy or distorted, drops out or missing from recording altogether.

Objective

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining

Procedure

Answer

Cause

This can often be caused by latency in bandwidth while in the live session causing the recording engine to fall behind but may not have been significantly noticeable in the live presentation.

Resolution

Unfortunately, if there was latency during the live session that caused the recording manager to fall behind, these recordings cannot be restored or salvaged. If you have a damaged recording and would like to confirm if your session was affected by latency please contact Customer Care.

Additional Information

Please Note: If ALL audio is missing from the recording it is far more likely that user error played a part. Check that the GoToMeeting software Preferences -> Recording -> Audio is set to record GoToMeeting Integrated Audio and that they used GoToMeeting audio for the session.