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...
  • 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

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.

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

      OK, what's different about the other presenters?  Are they on the same OS, and sharing the same materials as yourself?

       

      Are you using the same meeting IDs as well?

      • jdonis's avatar
        jdonis
        Active Contributor
        4 years ago
        AshC Some of the presenters are the same OS, some of them are not. It's a mixed environment: Windows 10, MacOS Mojave, MacOS Catalina. The two attendees with the viewing problem are on MacOS Catalina.

        The presenters are showing different material at any given time during the presentation (Excel, PowerPoint, Word, etc...). But the material shown shouldn't be the issue, because the problem doesn't occur depending on what materials the presenters are showing. The problem is that these two attendees are not seeing anything at all. The presenter can be just showing the desktop and these attendees are just seeing a black screen.

        It's a different meeting ID for every new meeting.