HELP FILE

Why isn't the download working?

On occasion, a stuck process, application install issue, or driver conflict can prevent the GoToTraining software from launching properly. Read on below for some troubleshooting help!

If you need to join a training ASAP...

If you're in a time crunch and need to get into a training as quickly as possible, here are some quick tips to get you there.

  • Restart the download
    Usually you will be launched directly into session, but it's possible that the automatic process got stuck somewhere along the way. Try installing the software directly here first, then join or start your session again.
  • Check the browser-specific instructions
    Each web browser works a little differently when downloading files, so it's possible that you missed a prompt or a button somewhere along the download process. Find our browser-specific instructions on installing the software here: 
  • Use our mobile app
    Our free iOS, Android and Windows Phone apps can get you into session right away, whether you're on the go or at your desk. Learn more.

When you have some time to troubleshoot...

If you're not rushing to join a training right away, try running through these tips and tricks to ensure that you're ready to go when it's time to meet.

  • Run a system check.
    It's possible that your computer do not meet the minimum requirements required to join a training.
  • Check your internet connection.
    The GoToMeeting Connection Wizard tests and determines the ideal connection settings that GoToTraining can make within your network. After running the wizard, you can store your optional connection settings on your Windows computer and use those settings in the future to connect to sessions. Learn more.
  • Check your firewall settings.
    Many people use personal firewall software like McAfee, Norton or Windows Firewall to block unwanted viruses. Since these programs work by blocking unknown applications from being downloaded onto your computer, it's possible that your firewall software is blocking the download of GoToMeeting. Learn more.Seeing Error 12029? Learn how to fix it.
  • Update your audio and video drivers (Windows only)
    If you experience a long delay before joining into a session, please ensure your audio and video drivers are up to date. Then try re-joining the session.
  • End any GoToMeeting processes running in the background (Windows only)
    If the download started but then froze, try force-quitting any GoToMeeting processes running in the background that might be slowing the download.
    1. Press Ctrl+Shift+Esc on your keyboard to open the Task Manager.
    2. For all entries that begins with the letters "g2m", right-click it and select End Process.
    3. Open the Processes tab, then click the Image Name column to sort it alphabetically.
    4. Try re-joining the session.
  • Uninstall and reinstall
    If you've joined or hosted a session before, it's possible that the currently installed desktop app is causing conflict. Go through the steps for uninstalling, then try installing fresh! Learn how to Uninstall GoToTraining.
  • Install via MSI
    You might have better luck installing via MSI rather than going through the automatic download. Even though MSI downloads are typically used only by IT Admins, it can also be used to install the software on your own computer. Learn how to Install via MSI (Windows).
  • Reboot your computer
    If all else fails, try the old standby – shut down and reboot your computer, then try joining again!

Related

I can't join my session

Why do I get a "could not connect" error when I try to join a session?