Forum Discussion

jdonis's avatar
jdonis
Active Contributor
4 years ago

Attendees Unable to See Shared Screen (Mac)

I have a couple of attendees that are unable to view the presenter's shared screen. When a presenter shares their screen , these attendees just see black where the shared screen's content is supposed to be.

 

I jumped on their computers yesterday to see if there was anything wrong permissions-wise. I checked the security and privacy settings, GotoMeeting is checked in every category,  so that's not the problem. I downloaded the latest install from GoToMeeting and resintalled it. After that, I ran a test meeting where I shared my screen, and I was able to see the shared screen from their computer.

 

Tonight, I get another email from the same people reporting the same problem again. I am a bit stumped. Everyone else in these meetings can see the shared content except for these two attendees.

 

Their system info:

OS: macOS Catalina 10.15.7

MacBook Pro (Retina 15-inch, Mid 2015)

Processor: 2.5 GHz Quad-Core Intel Core i7

Memory: 16GB 1600MHz DDR3

Graphics: AMD Radeon R9 M370X 2GB / Intel Iris Pro 1536MB

No antivirus installed.

  • jdonis's avatar
    jdonis
    4 years ago

    Update, the problem is fixed. The users are now seeing shared screens from presenters instead of a black screen.

     

    Steps taken to fix:

    1.  Find the /LOGMEININC folder, located here: Users/*username*/Library/Application Support.
    2. Delete the /LOGMEININC folder.
    3. If the GoToMeeting application is installed in the /Applications folder, delete it from here too.
    4. Reboot.
    5. Download and install the latest GoToMeeting install file from https://www.gotomeeting.com/features/mac-windows-linux
    6. The GoToMeeting application should now ONLY be located in /Applications.
    7. Remember to go into System Preferences > Security & Privacy > and check all the boxes in the Privacy tab for GoToMeeting
  • jdonis's avatar
    jdonis
    Active Contributor
    4 years ago

    Sorry for the double post.

    The way I ran the shared screen test yesterday got me thinking. When I ran the test, I opened up the GoToMeeing app and entered the meeting ID manually. I asked these users how then join the meeting, they said via Outlook and/or Chrome. I am wondering if that has something to do with it, perhaps a bug with those two apps? I will test joining meetings on their computers via Chrome and Outlook and report back the results. But I am open to any help and suggestions.

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      4 years ago

      jdonis  Did you mention that the problem attendees can see your own screen, but not the screen of another presenter?  If so, is there any difference between your PC and that Presenter's ?

      • jdonis's avatar
        jdonis
        Active Contributor
        4 years ago

        AshC They can see my screen but can't see other presenter's screens. It's a mixed platform environment, Mac and PC. Other attendees in the meeting can see the presenter's screens.