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Why can’t I get into my Webinar / Meeting / Training?

Why can’t I get into my Webinar / Meeting / Training?

When using Internet Explorer to start a Meeting or Webinar, the Citrix Launcher may begin to execute and then drop off, returning the user to the My Meetings, My Webinars or My Computers page without further action.

This is due to an interference that can usually be overridden by adjusting one of the following options (PC Only):

Note: Please ensure you have not simply overlooked the step of running the download which has saved into the Downloads folder (Click **Ctrl + J **to view downloads in any browser).

We suggest using Chrome as your browser. BUT, make sure it is updated to the latest version.

You can download here https://www.google.com/chrome/browser/desktop/

Common problems:

  • Do you have the security settings on your computer set in such a way that it blocks pop up screens?

  • Do you sit behind a firewall that does not allow linking to webinar sites?

  • Are you connecting from work that places restrictions on such connections?

  • Is your internet speed high enough to support streaming?

  • Connecting with Chrome? It is the browser we support.

  • Are you accessing from a work (or public) location where there may be a firewall?

  • … Or even from home where you have a firewall?

  • Have you successfully accessed CCO previously from the computer you are getting this error from?

  • If so, have you recently added new software to your computer that may be affecting connectivity to CCO?

  • Have you checked your internet connection (reset your modem)?

  • Done a speed check (http://www.speedtest.net/) to make sure your connection is working?

  • Have you tried on another computer to see if you could get through (which indicates the problem is isolated to your computer)?

  • Have you downloaded any new security software where your settings could have been changed?

  • Do you meet the system requirements as outlined by CCO support – (CCO system requirements)?

Check the following:

Uninstall the Citrix Online Launcher:

1. Click on the Windows Start button

2. Open the Control Panel

3. Click on Programs and Features to uninstall a program

4. Click on the Citrix Online Launcher

5. Click Uninstall

Adjust Pop Up Blocker Settings:

1. Click on Tools

2. Select Internet Options

3. Click on the Privacy Tab

4. Un-check the box for Turn on Pop Up blocker to disable completely or

5. Click Settings

6. add download.citrixonline.com or gotomeeting.com

7. Click Add

8. Click Close

9. Click Apply

10.Click Ok

Adjust Trusted Sites:

1. Click on Tools

2. Select Internet Options

3. Click on the Security tab

4. Click on Trusted Sites

5. Click Sites

6. It should populate the field for you if you are currently on the page, if not manually enter download.citrixonline.com or gotomeeting.com

8. Click Add

9. Un-check the box that says Require Server Verification (https:) for all sites in this zone

10. Click Close

11. Click Ok

If you have check all these and wish help getting online from Citrix (host company of Go To Webinar), then you can contact them directly at:

(855) 352-9002) if you are calling from the US.

If you are calling from another country, you can go to the following site to obtain contact info for assistance:

http://support.citrixonline.com/en_US/Webinar/contact?question=webinar

When you contact citrix, have your login credentials from your email and they will assist in getting you connected. History tells us, it is wise to log in about 20 minutes ahead of the webinar to secure your spot (we are limited) and this gives you time to test your audio and troubleshoot if all is not working properly.

Why can't I get into my Webinar / Meeting / Training?

When using Internet Explorer to start a Meeting or Webinar, the Citrix Launcher may begin to execute and then drop off, returning the user to the My Meetings, My Webinars or My Computers page without further action.

This is due to an interference that can usually be overridden by adjusting one of the following options (PC Only):

Note: Please ensure you have not simply overlooked the step of running the download which has saved into the Downloads folder (Click **Ctrl + J **to view downloads in any browser).

We suggest using Chrome as your browser. BUT, make sure it is updated to the latest version.

You can download here https://www.google.com/chrome/browser/desktop/

Common problems:

  • Do you have the security settings on your computer set in such a way that it blocks pop up screens?

  • Do you sit behind a firewall that does not allow linking to webinar sites?

  • Are you connecting from work that places restrictions on such connections?

  • Is your internet speed high enough to support streaming?

  • Connecting with Chrome? It is the browser we support.

  • Are you accessing from a work (or public) location where there may be a firewall?

  • ... Or even from home where you have a firewall?

  • Have you successfully accessed CCO previously from the computer you are getting this error from?

  • If so, have you recently added new software to your computer that may be affecting connectivity to CCO?

  • Have you checked your internet connection (reset your modem)?

  • Done a speed check (http://www.speedtest.net/) to make sure your connection is working?

  • Have you tried on another computer to see if you could get through (which indicates the problem is isolated to your computer)?

  • Have you downloaded any new security software where your settings could have been changed?

  • Do you meet the system requirements as outlined by CCO support - (CCO system requirements)?

Check the following:

Uninstall the Citrix Online Launcher:

1. Click on the Windows Start button

2. Open the Control Panel

3. Click on Programs and Features to uninstall a program

4. Click on the Citrix Online Launcher

5. Click Uninstall

Adjust Pop Up Blocker Settings:

1. Click on Tools

2. Select Internet Options

3. Click on the Privacy Tab

4. Un-check the box for Turn on Pop Up blocker to disable completely or

5. Click Settings

6. add download.citrixonline.com or gotomeeting.com

7. Click Add

8. Click Close

9. Click Apply

10.Click Ok

Adjust Trusted Sites:

1. Click on Tools

2. Select Internet Options

3. Click on the Security tab

4. Click on Trusted Sites

5. Click Sites

6. It should populate the field for you if you are currently on the page, if not manually enter download.citrixonline.com or gotomeeting.com

8. Click Add

9. Un-check the box that says Require Server Verification (https:) for all sites in this zone

10. Click Close

11. Click Ok

If you have check all these and wish help getting online from Citrix (host company of Go To Webinar), then you can contact them directly at:

(855) 352-9002) if you are calling from the US.

If you are calling from another country, you can go to the following site to obtain contact info for assistance:

http://support.citrixonline.com/en_US/Webinar/contact?question=webinar

When you contact citrix, have your login credentials from your email and they will assist in getting you connected. History tells us, it is wise to log in about 20 minutes ahead of the webinar to secure your spot (we are limited) and this gives you time to test your audio and troubleshoot if all is not working properly.

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