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CybTech's avatar
CybTech
New Member
3 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
    2 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.

     

     

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  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    gtmaccu03 

    Welcome to the Community. Can you share some more details. Are you using the new GoTo Meeting experience? Has this just started or were you able to do it previously? Has the feature been enabled in the admin settings, as mentioned in this post? 

  • gtmaccu03's avatar
    gtmaccu03
    New Member
    3 months ago

    I'm seeing the same issue. Remote control is given and the prompts all look fine, but I can't control anything.

  • rang_jo's avatar
    rang_jo
    New Member
    3 months ago

    I have also been experiencing this issue. It appears to be intermittent. It does not happen in every session. It is really annoying. I my case I noticed that I can control the keyboard, but not the mouse

  • KateG's avatar
    KateG
    GoTo Manager
    3 months 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. 

  • CybTech's avatar
    CybTech
    New Member
    3 months 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 Manager
    3 months 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.