Technical Support (Citrix GoToWebinar)

This page provides technical-support information for eLearning Guild events running on the Citrix GoToWebinar platform. All Guild Spotlights and Summits use Adobe Connect, while webinars might use Adobe Connect or Citrix GoToWebinar. You will be informed of which platform a webinar will use during the registration process, and also in event confirmation and reminder emails.

Looking for the Technical Support page for Adobe Connect-hosted events?

Login Information

Shortly after you register for a Guild webinar, you should receive an email with your login information . We will also send you a reminder email approximately one day before the start of the live event. Please watch your inbox and flag these important messages when you receive them so you'll have the information you need to participate. We will send these emails to the email address you used to register. If for some reason you have not received either of these emails prior to the start of the webinar, contact the Guild by email at service@elearningguild.com or by phone at +1.707.566.8990.

GoToWebinarSystem Set-up and Configuration

To ensure that your participation in a Guild webinar hosted in Citrix GoToWebinar is successful, please check your system set-up and configuration at least two hours before the start of the event.

GoToWebinar supports Windows, Mac, Apple iOS, and Android. For system requirements for each operating system (OS), see http://support.citrixonline.com/en_US/gotowebinar/all_files/GTW010004.

For all OSs, you can access listen-only audio over the Internet (VoIP; no fee) or by telephone (standard calling fees apply).  For clear and consistent VoIP, whenever possible, use a wired, broadband Internet connection and computer speakers, a headset, or headphones.

Documentation and Training Videos

For GoToWebinar documentation and training videos, please visit http://support.citrixonline.com/GoToWebinar/.

GoToMeeting Mobile App

The GoToMeeting mobile app allows you to use Apple iOS, Android, and Windows Phone devices—instead of or in addition to desktop and laptop computers—to attend and participate in Guild webinars. To learn more about and optionally install the GoToMeeting app, visit http://www.gotomeeting.com/fec/ipad_iphone_android_apps. Please note that due to the wide range of available operating systems and devices, Guild staff have limited capability in troubleshooting GoToMeeting app issues. We highly recommend that you test your mobile device in parallel with a desktop or laptop computer before you rely fully on your mobile device. Also, because mobile devices generally rely on wireless network connections, be aware that you might experience more audio and general connection issues than on a wired computer.

Questions?

To help ensure your successful participation in webinars, The eLearning Guild is here for you. If you have used all the resources listed above and are still having difficulty, please send an email to service@elearningguild.com or call 1.707.566.8990.

Please note that our busiest time for providing support is during the 15 minutes before and after the beginning of each webinar.

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