Hi dharrel,
Once you open a case, our support team can evaluate if it's necessary to bring in your customer.
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.
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
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).
