TROUBLESHOOTING

GoToMeeting Outlook Plugin Error: "We apologize, but an error has occurred while processing your request." (Use My Audio Conference)

Issue

The following error is displayed when scheduling a meeting with the GoToMeeting for Outlook Plug-in


We apologize, but an error has occurred while processing your request. Please try again.
For support, please contact Global Customer Support

Objective

Environment

  • Windows
  • Outlook
  • GoToMeeting for Outlook Plug-in

Procedure

Answer

Cause

The data entered in the text field "Use My Own Conference Call Service" is not valid.

Resolution

  1. Log in at https://global.gotomeeting.com
  2. Click Settings
  3. Under Audio, ensure that the data in the Use my own audio conference field:
    • Includes a phone number (Ie. is not blank)
    • Does not include special characters (<,[,$)
    • Does not include more than 255 characters

  4. Click Save

Alternatively, select Use built-in audio to utilize GoToMeeting provided audio during meetings.

Additional Information

If this does not resolve the issue, please try the following articles:
https://care.citrixonline.com/article/000318626
https://care.citrixonline.com/article/000342291