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BBURZYCKI1's avatar
BBURZYCKI1
Active Contributor
2 years ago

Display issues on some machined when remoting in - Ongoing intermittent issue

Display issues on some machined when remoting in - Ongoing intermittent issue

I have this occurring on 2 different machines where the screen does not seem to line up with mouse clicks or shows multiple screen images. Here is a photo of one way one of the machines looks. At other times the screen will display normally but you cannot click on items, mainly menus and application UI will not display properly.

Shown here in the Windows Update screen

Shown here in a screen showing outlook 365

Many things become unclickable or just are not refreshed in the remote UI or possibly not showing up in the local

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi @BBURZYCKI1,

     

    You are using GoToAssist Remote Support v4 still, is that correct? Do the affected computers have anything in common like being on the same network, running the same operating system?

     

    • BBURZYCKI1's avatar
      BBURZYCKI1
      Active Contributor
      2 years ago

      Still on 4 but it does not seem to show the exact version anywhere to be found. Is there a place to look, it does not seem to be under preferences.

       

      The machines I am seeing the issues with are both running Win 11

       

      They are not on the same network - one is on an office network the other was a totally remote laptop at an employees home.

       

       

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

        Thank you. If you are using a PC and right-click the GoToAssist icon in your system tray > About it should show Version 4.8 Build 1702 or similar if you are using v4. I have done some initial tests with a virtualized Windows 11 computer and did not see any graphical/visual issues with the screen sharing as you have documented. I'll continue to run some tests and check with the rest of Support to see if anyone else has reported issues with Windows 11 clients. 

         

        I'm not sure if you have tried GoToAssist Remote Support v5 already, but you can switch back and forth between v4 and v5 pretty easily if you would like to test v5 and see if it has the same issue or not.