Forum Discussion

Roger_H's avatar
Roger_H
Active Contributor
4 years ago

GoToMeeting Window stays white and cannot see others or shared screens

We have a problem on one notebook. It is on a HP Elitebook x360 with a 4k resolution. 

As soon as we start a GoToMeeting Session on this notebook, a strange white background screen is showing instead of the normal blueish/greyish background. 

And if others join we cannot see them. the same with screensharing. 

The others see us normaly.

 

We already upgraded the display driver to the newest version (Intel HD 620). completly deinstalled and reinstalled GoToMeeting. Same behaviour.

 

Has anybody else this behaviour and found a solution?

 

best regards

Roger

Problem
  • Roger_H's avatar
    Roger_H
    4 years ago

    We found the cause of the problem.

    It was the Scaling in the Windows 10 Settings. Due to the High-Resolution combined with the 13" Display, the scaling was set to 300%.

    As soon as we set it down to 250% or lower, everything worked fine.

     

    Of course it would be better if it also would work with 300%, since it is more comfortable to work like that on such small displays

     

    best regards

    Roger

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

    Hi Roger,

    Just to confirm, this is the built-in display on the laptop, correct? 

     

    Have you tested any resolutions with GoToMeeting screen sharing that are slightly lower?

     

    Does this effect happen the moment you launch GoTo, or just when you start sharing?

     

    Can you also confirm the GoToMeeting software version in use?

    • Roger_H's avatar
      Roger_H
      Active Contributor
      4 years ago

      We found the cause of the problem.

      It was the Scaling in the Windows 10 Settings. Due to the High-Resolution combined with the 13" Display, the scaling was set to 300%.

      As soon as we set it down to 250% or lower, everything worked fine.

       

      Of course it would be better if it also would work with 300%, since it is more comfortable to work like that on such small displays

       

      best regards

      Roger

      • Roger_H's avatar
        Roger_H
        Active Contributor
        4 years ago

        And yes, it was on the laptop display itself. We installed the latest version directly from the internet. You can tell that it is not working as soon as you start a meeting. No one has to be joined.