Forum Discussion

CybTech's avatar
CybTech
New Member
6 hours ago

Cannot take any Remote Control

Hi,

 

Since the switch the the 'new' desktop app a few months ago, things have been bad. But they have been really bad the last two days. No matter what happens, I cannot take Remote Control of attendee computers. They share their screen and they click Control and grant me access. I receive the popup that I have been given access and I click to take remote control. 

And then it just doesnt work. This has happened several times with several different attendees located in different states. I am basically at my wits end with GoToMeeting at this point. Does anyone have any suggestions?

  • KateG's avatar
    KateG
    GoTo Moderator
    3 hours ago

    Hi CybTech , 

    Welcome to the Community. I tried remote control access today and wasn't able to replicate your experience.

    What device are you using and what device were you attempting to control? One thing I noticed using a Mac as an attendee I could grant the organizer permission to remote control, but nothing would happen unless I updated permissions under Settings - Privacy & Security - Accessibility - Allow the application below to control your Computer.

    • CybTech's avatar
      CybTech
      New Member
      3 hours ago

      Hi,

      An update:

      - We called and spoke to support. They said that as of Jan, Professional accounts were no longer able to remotely control things and we needed a Business account. 

      - I use the remote control tools every day and it has not been a problem until yesterday, but we upgraded to the Business account anyway. 

      - After upgrading, I tried remotely controlling a user that earlier in the day had failed. When I tried it after switching to Business, it worked properly. 

      Problem solved, right?

      Not so fast. Because 15 min ago I tried doing it with someone else and it once again would not work at all.

      I am on a Windows 11 computer and all clients that are attempting to be controlled are either Win 10 or Win 11. The problem appears to be intermittent. 

      • KateG's avatar
        KateG
        GoTo Moderator
        2 hours ago

        CybTech Thanks for update. Can you share the Meeting ID with the support agent and ask if they can review what may have happened? 

        It's strange that you were able to intermittently control Meetings previously on an account that didn't have access to Keyboard and Mouse Sharing and I'm wondering if there needs to be an update.