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.
dharrel I think I have cracked it. I did a deep dive on your account settings in your Admin page and for some reason the GoTo App was disabled for users. I have edited the settings and made sure the GoTo App is enabled for both you and your attendees (you can still switch back to GTM Classic in the regular Settings area of your account). I'm going to try and figure out why your account had been set that way.
You can access your settings here https://app.goto.com/shell-settings/meeting-settings-title/general and check that Explore the new GoTo App is enabled like this
Thanks, Kate!
I'm getting VERY TIRED of not being able to take control through GoToMeeting. Virtually every time I want to, I cannot because my meeting partner has the "orange circle white flower" icon showing in their task bar, reflecting the old app. PLEASE FIX THIS!
Hi dharrel,
This will most likely require a call into the support team and some time investigating and gathering more information.
By design the attendee is prompted to join a meeting using the same software as the organizer hosting the meeting. If the organizer is using the GoTo App the attendee will be prompted to use it as well and install it if they do not already have it even if the have a Classic GoToMeeting software installed.
I have both installed and switch my account back and forth between them often when testing and the only way I am able to join a GoTo App meeting using the Classic GoToMeeting software is if I enter the meeting ID directly into it through the icon menu.
Thanks, Glenn. Would a 3 way GoToMeeting between myself, my customer, and your support help investigate this problem?
FYI - I have been using GoToMeeting since 2006.
I got around my problem, and for the record, here is how:
It turns out my computer had 3 pieces of GoTo software installed:
I uninstalled all of the above, and rebooted my computer.
I then opened the GoToMeeting web site, and my logon was remembered. I started an Instant Meeting, which started in my browser. I clicked "Switch to Desktop App", and this started an old orange-icon app! I closed the window, and determined that "GoTo Opener" and "GoToMeeting" were now installed, at the same versions as above.
I uninstalled these two, again, and then rebooted my computer, again. Then I Googled "GoToMeeting download", and from there downloaded and ran "GoToSetup.exe". Then I only had "GoTo 4.7.2" installed, which I expect is how it should be.
I was then able to remote control with a meeting attendee that I had problems with before.
HOWEVER - I am now running into the problem where the <Esc> key ends my remote control, as opposed to behaving like an <Esc> key on the controlled computer. This is incredibly annoying, and I don't think I can live with it.
The classic GoToMeeting did everything I needed and was so reliable. I've had nothing but trouble since it was replaced.
Thank you! I just was able to take control with a participant with whom I think I had problems in the past!
Now, I'd prefer to use the new GoTo, because you can't stay stuck in the past - especially as the past gets more and more distant. But I don't think I can live with the <esc> key cancelling my remote control. I need it to behave like an <esc> key on the controlled computer. I may stop using the new GoTo for this reason alone.
Please make this <esc> key change in the new GoTo, and I'll happily stay there (assuming it remains reliable going forward).
