Attendees must join through the desktop app to give remote control

Re: 

• If they somehow joined your meeting using the Classic GoToMeeting software (orange flower looking icon), there could be compatibility issues and they should exit the meeting, uninstall the Classic version and join again

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.

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:

• If they joined in the browser they will not have the GoTo App icon in the system tray  (a white square with a G)
• There will be an option to switch to the desktop software in the menu 
  
  
   
• If they somehow joined your meeting using the Classic GoToMeeting software (orange flower looking icon), there could be compatibility issues and they should exit the meeting, uninstall the Classic version and join again

... I just hosted another meeting now with a fellow who I have had multiple meetings in the past.  I invited him via an email produced within GoToMeeting.  He clicked the link to join the meeting and tells me he was presented with the "GoTo Opener" and clicked to join the meeting.  He came into the meeting nice and easy.  I made him presenter.  I DO NOT have the ability to request control for the same reason as my original post.  

Are you saying that, if my meeting partner is running the GoTo App, I will be able to take control?  When viewing their screen, I see a GoTo icon in their task bar - the classic one which is an orange circle with a white star-of-sorts in the middle.  Does this mean they are running the GoTo App?  Maybe they are running an older version of the app, and could that be my problem?  I cannot take control - I get the message described in my first post.  

I never had these kinds of difficulties with the old GoToMeeting.  

In this situation, all that matters is if they have attended a GoTo Meeting previously and have the software installed already or not. 

• If they have the software already installed and click on a meeting link their browser will open and our GoTo Opener app will see the installed GoTo App and launch it, connecting it to your meeting.

• If they do not have GoTo App installed already and they click your meeting link their browser will open and they will see this screen first, which gives the option to download the GoTo App or continue in their browser
  
  

In your invitation, if you direct them to click on Download the app after they click on your meeting link their shouldn't be any issues.

Thanks for the prompt reply.  

My meeting partners join GoToMeeting via a web link in an invitation I create within GoToMeeting - something like: https://meet.goto.com/1234567890 .  I guess this means they "joined through their web browser", even if that leads to them running the GoToMeeting app.  Is that correct?  

So, this means that being able to control doesn't depend on them being in the GoToMeeting app, but how they get there?  Is that correct?  

I don't remember any such issues with the old GoToMeeting.  

My problem is it's hard to tell them to "install and join through the GoTo app" because I don't see that web page - only they do.  Similarly, I don't see the pre-join "preview" screen - only they do.  I only can see what's going on on their end once they have joined and made them presenter, and it sounds like then it's too late.  

What are the easiest instructions for me to give a meeting partner for joining my meeting if I want the option of being able to control their computer?  

Thanks.

Hi dharrel,

If you are seeing that message it means that the attendee that you have made presenter joined through their web browser, so remotely control is not possible. 

When an attendee joins for the first time and they do not have the GoTo App already installed they may join through their browser (Chrome/MS Edge), but on the page that they see when they are joining is an option to install and join though the GoTo App. If they miss that queue, on the next screen where they enter their name and preview their webcam and audio settings there is another chance to switch to the desktop app.