HELP FILE

Trouble with the call?

This article helps you resolve problems with join.me audio (conference calls).

Are you dialing in correctly?

For best results dialing in, follow this checklist:

  • Make sure you dial the join.me number that's physically closest to you
  • Make sure you enter the 9-digit conference ID and then press # (the so-called pound or number key). For example: 519451591 #
  • If you're the organizer, don't enter *3 until you are in the call. For example: First enter the call, then dial *3 1715

Audio quality tips for "Poor" or "Fair" network connection

Are you being told "Fair network" or "Poor network" when calling in by computer?

To improve your call, try this:

  • Turn off your webcam
  • Close applications you aren't using
  • If all else fails, call in by phone (Not computer/VoIP)

"Invalid Conference ID" message when dialing in

Are you being told "Invalid Conference ID" when dialing in to the audio conference bridge? There are a couple of reasons why this could be happening.

Reason 1: You may have entered a code that's not valid

You may have accidentally dialed the wrong code!

  • Try the code again. When the message plays back, make sure it repeats the code you dialed
If that doesn't work:
  • If you are the participant, check with the meeting host and make sure they gave you the right code
  • If you are the meeting host, make sure:
    • Your join.me meeting is running
    • The code you provided matches the one in the control panel

Reason 2: Maybe there's no active meeting

You might have dialed in when there is no active meeting (join.me is not running).

Have the host start their join.me session. This "re-opens" the conference bridge.

The number from the invitation doesn't work

  • Make sure you dialed the correct phone number
  • If still having trouble, select another number from the list or from the drop down box in the join.me phone section
Tip: For a list of valid numbers for your meeting, use this tool.

Busy signal

  • Make sure you dialed the correct phone number
  • If still receiving a busy signal, select another number from the list or from the drop down box in the join.me phone section
Tip: For a list of valid numbers for your meeting, use this tool.

Static or echo

If you hear static or echo on the conference call this may be due to the microphone, headset, or the speaker phone.
  • Connect by either computer OR phone, but not both
  • Ask participants on a land line to use the mute feature *6
  • Ask participants calling via internet to click mute on their bubble

Call disconnects

The join.me conference line automatically disconnects under the following circumstances:

  • When you are the only participant on the line for over 30 minutes.
  • When the conference line remains open (with participants) for over eight hours.

If you think the join.me conference line ended for some other reason, then we want to hear from you.

Firewall is preventing you from calling in

If you see an error telling you that your firewall is preventing you from joining audio, configure a firewall to allow join.me VoIP.

"The conference will begin when the next party joins"

You hear this when you are the only one on the call.

  • Make sure you are using the correct conference ID
  • Make sure the meeting time is correct
  • If you are the meeting host, help others call in to your conference call

"The conference will begin when the organizer arrives"

  • If you are a participant, make sure you are using the correct conference ID
  • If you are the meeting host, dial *3 and then your 4 digit organizer code (for example *31715)
Tip: To prevent this message from playing, you can choose to allow folks to talk with each other before you join.

Still having problems?

If you're having persistent problems with the join.me conference line, then we want to hear from you.

Please tell us the following:

  • What conference number did you dial?
  • From what number were you dialing?
  • What was your join.me conference ID?
  • Did you get a busy signal?
  • Were you asked to enter the conference ID?
  • Did you hear music while waiting on hold for others to join?

Please be as specific as possible and we'll do what we can to help. Thanks for your patience.