I can't join my session
If you're having trouble connecting to your training, try some of the troubleshooting tips listed below.
First, select the situation that's most applicable to you:
If the software installation was stalled or unsuccessful, the most likely culprit is a firewall or browser issue. Whether you're trying to get into session ASAP or you're trying to prepare for a future session, we've got multiple options laid out for you.
See Why isn't the download working? to learn more.
If you successfully accessed the GoToTraining software but encountered an error when you tried to connect to your training, it's possible that one of the following scenarios occurred.
- The training is full. If you are trying to join a session but received a message stating "The GoToTraining is full", then the session already has the maximum number of attendees that are allowed. You will not be able to join the session unless one of the attendees who has already joined leaves the session. Learn more.
- You are waiting for the organizer to start the meeting.If you are trying to join a session and see a screen that says "Waiting for organizer", then you have successfully connected to the session! The organizer is the individual who is hosting the session (i.e., they scheduled it and invited you to it), so if you joined the session before they did then you can just sit tight until they get there. We call this the "Hallway", because you have arrived to the session but are still waiting for the organizer to "open the door" so you can come in. Learn more.
- The trainingID is invalid.If you are trying to join a session and encounter "The training ID is invalid" message, it means that the training ID you entered does not match with the session you are trying to join because it is incorrect, was mistyped, or the training ID has expired.Learn how to fix it.
- The password you entered is incorrect.If you were invited to attend another person's training and are asked to enter a GoToTraining password when joining, it means that the organizer who scheduled the session has password-protected the it for added security. This does not mean that you need to log in to a LogMeIn account; you just need to enter the password that the organizer set. Learn how to fix it.
If you can see the training software or shared screen, but you aren't hearing anyone speak, you likely just need help connecting to audio. Learn more.
On the other hand, if you are able to hear the training audio but can't locate the shared presentation on your computer, we can help you find it. Learn more.