In GoToMeeting Classic (orange flower looking icon) and the GoTo App (a white square with a G), the computer being controlled remotely is always required to be using the desktop software, that has not changed.
A couple of things to check:
Re:
I think they do have the old orange flower icon.
The new GoToMeeting should have a friendlier way for them to upgrade to the new version without my having to tell them to uninstall anything. These can be unsophisticated users. They may not have permission to uninstall.
Please make Remote Control robust and foolproof again - as I remember from the old GoToMeeting.
An update for the record - I was able to remote control with this customer by doing as described below. Please note that their GoToMeeting task bar icon was the old "orange circle with white flower" when viewing their screen and not being able to remote-control:
First I asked them to un-install GoToMeeting, and then rejoin my meeting using the emailed link. This prompted them to download the GoToMeeting app as expected. However I could still not remote control once they joined the meeting, and the app task bar icon remained the old one.
I then asked them to un-install both GoToMeeting *and* the GoToMeeting Opener, and then rejoin my meeting using the emailed link. A number of problems then occurred which I could not fully document. At one point I asked them to install GoToMeeting software using the https://meet.goto.com/install link, but this led them into a "buy now" prompt. We were getting nowhere.
I then asked them to reboot their computer and try to join using the emailed link again. Then everything was fine: They joined the meeting clearly with the newer software and I was able to remote control.
Too Difficult! Somehow they should be prompted to upgrade their GoToMeeting app, or if that's not feasible, I should be able to send them a link to do so.
