HELP FILE

GoToConference Troubleshooting & FAQs

GoToConference is an all-in-one hardware system that lets you set up a small to mid-sized conference room to be ready to join and host meetings in an instant.

Below are some quick fixes for any issues you may encounter. If you're still having trouble, you can reach a member of our Customer Care team at 855 352 9002.

Note: Please DO NOT reset your Chromebox to factory settings, as this will wipe the custom application setup that powers GoToConference.

Learn more

Feature Overview: GoToConference

Set Up a GoToConference System

Start a Meeting from GoToConference

Join a Meeting from GoToConference

General FAQs

How much does GoToConference cost?

Do I need a GoToMeeting account to use GoToConference?

What is the attendee limit for GoToConference?

What is the return policy for GoToConference?

Join/Start troubleshooting

Why don't I see the GoToMeeting Home screen?

How can I join a meeting?

How can I schedule a meeting?

How can I start a meeting?

What's my meeting ID?

What's my username and password?

Why am I stuck on "Waiting for organizer to start the meeting"?

How do I change the GoToConference system's display name?

Audio/Video troubleshooting

Why can't anyone see my webcam feed?

Why can't I hear anyone?

Why can't anyone hear me?

Why does my audio sound far away or distorted?

General FAQs

How much does GoToConference cost?

The on-boarding kit with your audio, webcam Chromebox and keyboard devices costs $999. After that the subscription fee is $99/mo.

Do I need a GoToMeeting account to use GoToConference?

No! Any user can sit down at a GoToConference system and host or join meetings – no account required.

Any users who do happen to have their own GoToMeeting account will have the additional option of starting their own pre-scheduled meetings from the system as well.

What is the attendee limit for GoToConference?

The attendee limit for your meeting will depend on the method with which you have launched the meeting.

What is the return policy for GoToConference?

We stand behind our products and services. Therefore, if GoToConference is not performing as it should, we will do our due diligence to rectify the situation.

  • Shipping issues: If your system is damaged during shipping or parts are missing, please contact Customer Support within 30 days of receiving it so that we can replace the missing or damaged parts.
  • 1-year manufacturer's warranty: All hardware included with GoToConference is covered by a 1-year warranty. If you encounter issues with your Chromebox, audio device, webcam or keyboard within the first year, please contact Customer Support for troubleshooting.

Join/Start troubleshooting

Why don't I see the GoToMeeting Home screen?

If you aren't seeing the GoToMeeting Home screen, check the following:

  • Is the display powered on?
  • Is the Chromebox powered on? If not, press the power button on the front-left corner of the box to turn it on so that the button lights up.
  • Is the right input source selected on your display? Double-check which input (e.g., "HDMI 1") the Chromebox is plugged into on the display, and then make sure that same input is selected as the source. Try using the Source button on your remote control to see and change input settings.

How can I join a meeting?

You can join a meeting easily by entering the 9-digit meeting ID or personal meeting page name. Learn more.

Also see: 

How can I schedule a meeting?

It is not possible to schedule a meeting from the GoToConference system. Instead, you must schedule a meeting from your computer or mobile device using your personal GoToMeeting account.

  • If you've already scheduled a meeting, you can find the meeting ID as follows:

1. Log in at https://global.gotomeeting.com.

2. Click the Edit icon next to the desired meeting, then take note of the 9-digit meeting ID.

3. In the GoToConference room, enter the 9-digit meeting ID and press Enter.

4. Click  start the meeting, then enter your organizer credentials.

How can I start a meeting?

GoToConference offers 1 method for starting meetings:

2. GoToMeeting organizers can schedule meetings from their own account, then launch them from the GoToConference room. Learn more.

Also see: 

What's my meeting ID?

If you are trying to join someone else's meeting, then the best way to get the 9-digit Meeting ID assigned to each session is to contact the organizer directly (we can’t give this info out for security reasons). Learn more.

If you are trying to find the Meeting ID for your own meeting, you can do so as follows:

1. Log in at https://global.gotomeeting.com.

2. Click the Edit icon next to the desired meeting, then take note of the 9-digit meeting ID.

3. In the GoToConference room, enter the 9-digit meeting ID and press Enter.

4. Click  start the meeting, then enter your organizer credentials.

What's my username and password?

In order to start your meeting, you'll need your email address and password. If you are just joining a meeting, then you do not need any login information.

Also see: 

Why am I stuck on "Waiting for organizer to start the meeting"?

This means that you successfully joined the meeting but you arrived before the organizer, so you are waiting for them to start the meeting. Learn more.

If you are the scheduling organizer, click start the meeting and enter your GoToMeeting email address and password to launch it for everyone.

How do I change the GoToConference system's display name?

The GoToConference system uses the system settings as the name displayed in the Attendee list. To change this name, click the Settings icon in the lower right-hand corner of the Home screen. Enter the desired name in the "Conference Room" field, then click Save.

Audio/Video Troubleshooting

Why can't anyone see my webcam feed?

Can't see yourself? Check the following:

  • Is the Webcam icon in your toolbar glowing green? If it is gray, click it so that it glows green.
  • If that doesn't work, try opening the Webcam setting in the toolbar by clicking the Settings icon and selecting the Webcam tab.
    • If you can see your own webcam feed of the conference room in the Preview pane, try turning webcam sharing off and then on again.
    • If you can't see your own webcam feed in the Preview pane, double-check that the webcam's USB cable is properly plugged into the Chromebox.

Why can't I hear anyone?

Can't hear anyone? Check the following:

  • Is the volume turned up?
  • Is the Revolabs device powered on?
  • Is the USB cable connecting the Revolabs device and the Chromebox properly plugged in on both ends?

Why can't anyone hear me?

Having trouble being heard by others? Check the following:

  • Are you muted in the Web App toolbar? If the Mic icon is glowing red, click it and it will unmute you and glow green.
  • Is the Revolabs device powered on?
  • Is the Revolabs device muted? If the light strip on the box flows red, press the mute button on the top (between the volume buttons) so that the lights glow green.
  • Is the USB cable connecting the Revolabs device and the Chromebox properly plugged in on both ends?

Why does my audio sound far away or distorted?

If others report that your audio sounds distant or "underwater", it's possible that your audio is being picked by your webcam instead of the Revolabs device. This can happen if the Chromebox doesn't recognize the Revolabs device as your default for audio.

Fix this while in a meeting:

1. Click the Settings icon in the lower-right of the toolbar.

2. Select the Audio tab.

3. Use the Speakers drop-down menu to select the Revolabs device.

Fix this for future meetings:

1. Return to the Home screen and click the Settings icon in the lower right-hand corner.

2. In the "Microphone" and "Speaker" fields, ensure that the Revolabs device is selected.

3. Select Save.