Troubleshoot GoToMeeting Video Not Working

Authored by: Support.com Tech Pro Team

1. Introduction

GoToMeeting is a fast, simple way to collaborate with audio, video, and screen share remotely, but it can be frustrating if you can't see the conference or your webcam starts having problems.

This guide will help you make sure the presentation is going on, and not hidden. As well, it will help you ensure you have your webcam selected and not covered for GoToMeeting, and offer more in-depth troubleshooting steps to take if needed.

Before You Begin:

• Make sure your webcam is plugged in if you wish to send your video.

2. Unable to See Presentation

Nothing Being PresentedThe presenter, the person in charge of your meeting, may not be sharing anything at the moment.

It's common to ask during a presentation if there's a certain website you're supposed to be on, or to confirm there's nothing being presented while your presenter is talking about something. Mistakes happen, and they could have simply forgotten to share their screen!

Presentation Hidden

You are able to minimize or hide programs running on your computer, so they run in the background while you work on other things. If you've accidentally minimized or hidden GoToMeeting, you can click on its icon to get it back.

Windows

Click the application icon on your Taskbar, usually on the bottom of your screen.

macOS

Select GoToMeeting from your Dock, usually on the bottom of your screen.

Web Browser

If you're using a web browser instead of the application, make sure the tab with the presentation is selected.

Poor Video Quality

Poor Video Quality
There are a number of things to check if you are seeing poor video quality from the bandwidth to your connection to camera issues. We have a specialized guide available to help resolve these problems.

• How to Fix Poor Audio or Video Quality for VOIP

3. Others Can't See My Webcam

Covered Webcam

Many laptops and some desktop webcams have simple covers built-in for privacy, or one may have been added at some point. Make sure nothing is covering the lens of your webcam.

Proper Device Selected

Some computers have multiple sources for video in. Make sure your webcam is selected.

1. While on a conference, select the Settings gear next to your portrait.
   

1. On the right, make sure your webcam is selected for Camera, and you can see an image of yourself above.
   

Update the Camera Driver on the Computer

Camera issues can sometimes be caused by outdated or corrupted drivers. Drivers are specific software that tell the operating system how to operate the computer's internal components.

Update the Camera Driver on a Windows PC

1. Search Device Manager.
   

1. Select Device Manager.
   

1. Select the small arrow next to Imaging devices to expand that section. If Imaging devices doesn't show in the list, look for Cameras instead.
   

1. Double click the camera to show its properties. Select the Driver tab.
   

1. Select Update Driver.
   

1. Select Search automatically for updated driver software.
   

1. Windows will automatically locate any update available drivers.
   

1. If any updated drivers are available, you'll be offered the chance to install them. Once installed, or if none are available, close the driver updater.
   

Update the Camera Driver on a Mac

There are two areas to check for updates for your Mac, the System Software and the Apps installed from the App Store. When you update your Mac System, it will also update your video drivers.

Update System Software

1. Open the Apple menu, and select System Preferences.
   

1. Select Software Update.
   

1. Any updates to your System Software will be offered here.
   

Update App Store Apps

1. Open the Apple menu, and select App Store.
   

1. Select Updates on the left. Any updates available will be offered here.