Forum Discussion

CybTech's avatar
CybTech
New Member
11 months ago
Solved

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?

  • GlennD's avatar
    GlennD
    10 months ago

    Update

     

    We have identified two issues with remote control in v4.12 of the GoTo App:

    • Remote control does not work when the entire desktop is being shared, but will work when just an application window is being shared. Currently the other work around is to uninstall v4.12 and reinstall v4.11 which can be found here.
    • On Mac, if the accessibility permission is off and the attendee asks the presenter for remote control giving remote control to the attendees, the presenter does not get the prompt to allow it, making this not functional. It is not dependent on the GoTo App version. The current solution to this issue is to enable the accessibility permission in MacOS, then restart GoTo App.

     

     

16 Replies

  • CybTech's avatar
    CybTech
    New Member
    10 months ago

    As the one who started this whole topic and has since been using QuickAssist since the G2M team consistently said it was "our network" that was the issue - despite it clearly not being the issue - the difference in mouse and keyboard control between the two is WILD.  The G2M control is so, so, so bad after the update. I use QuickAssist (which is FREE with Windows) and everything is instantaneous and just so much easier to use.

    It's just too bad that my network couldn't handle G2M remote control. Or something like that. 

  • trader777's avatar
    trader777
    Active Contributor
    10 months ago

    Mouse Sharing is terrible compare to the old version, it's not smooth, very jerky, very hard to keep control. Pls fix this issue i use mouse control everyday and it's been a nightmare ever since the new version came out.  I stream stock market charts and its been awful ever since the upgrade. Charts are not as clear as they used to be.

    Why can't we simply keep the old version, it was perfect.

  • robcarbonell's avatar
    robcarbonell
    Active Contributor
    10 months ago

    Hello, GlennD 

    Thank you for the quick response! I’ll inform our organizer about this and update you on our next call regarding whether it worked or not.

  • GlennD's avatar
    GlennD
    GoTo Manager
    10 months ago

    Update

     

    We have identified two issues with remote control in v4.12 of the GoTo App:

    • Remote control does not work when the entire desktop is being shared, but will work when just an application window is being shared. Currently the other work around is to uninstall v4.12 and reinstall v4.11 which can be found here.
    • On Mac, if the accessibility permission is off and the attendee asks the presenter for remote control giving remote control to the attendees, the presenter does not get the prompt to allow it, making this not functional. It is not dependent on the GoTo App version. The current solution to this issue is to enable the accessibility permission in MacOS, then restart GoTo App.

     

     

  • tschulze's avatar
    tschulze
    New Member
    10 months ago

    Tests revealed that keyboard can type if the connected user clicks into a text document on Notepad while sharing the screen and control. 

    Mouse and keyboard control were available if the connected user shared all screens(3 monitors). 

  • tschulze's avatar
    tschulze
    New Member
    10 months ago

    Version 0.146.0 - Have this same issue.  Presenter allows control however no control is provided.

  • robcarbonell's avatar
    robcarbonell
    Active Contributor
    10 months ago

    Has anyone identified the cause of this issue? As of two days ago, during a meeting, granting another user control over my computer has stopped working.

    Here’s what’s happening:

    • The other user can see my entire screen when I share it.
    • When I grant them control, they receive the prompt, but nothing happens.
    • Even after the organizer created a new meeting invitation with a fresh link, the issue persists.

    Any insights or solutions would be greatly appreciated!

    Windows 11 on the latest window updates. This has been working for many years and of this week we are having issues.

     

  • gtmaccu03's avatar
    gtmaccu03
    New Member
    10 months ago

    This is with the new GoTo. We have just started seeing this this week. We use remote control often, almost daily, and haven't had this issue until recently. The options to request and give control are available and we get the prompt to take control. It shows that we have control, but we can't actually do anything. The mouse won't move. It is intermittent. Out of two meetings yesterday, I was able to use remote control on one meeting and not on the other.