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jdonis's avatar
jdonis
Active Contributor
5 years ago
Solved

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
    5 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
5 years ago

Ran some test meetings last night. I hosted on Windows 10, MacOS Mojave, and MacOS Catalina, while one of the trouble Macs joined:

-via Outlook link, no issues with shared screens

-retested via opening the GoToMeeting app and entering the meeting ID manually, no issues

-used both desktop app and browser (Chrome and Safari), no issues

 

I'm starting to believe that the issue is now with the presenters/hosts of the work meetings being joined. They have another set of meetings next week. I will join these meetings to get a better look.

 

As a last ditch effort, I noticed on the problem Mac I was testing last night, the GoToMeeting app was not located in the [/APPLICATIONS] folder. It was located in [USERS/*USERNAME*/LIBRARY/APPLICATION SUPPORT/LOGMEININC.] In that folder, there was 4 older versions of GoToMeeting. I deleted the whole [/LOGMEININC] folder and downloaded a new install file from the website. The GotoMeeting app is now located in the [/APPLICATIONS] folder.

 

Maybe that could have been the issue? The OS was opening an older version of GoToMeeting from the library folder?

 

I will find out what happens next week at their next work meeting.

jdonis's avatar
jdonis
Active Contributor
5 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