Audio not recorded from phone participants in GoTo v4

[ChrisHartman]

Its even worse than we thought.

Using Classic any time we start a meeting from Outlook the browser opens and wants us to use the WEB version or install the goToOpener which replaces the classic Orange icon. 

These new GoTo versions can't even record the dial in phone calls like classic.  It only records the local screen video.

Why would you even release this and worse push it on users?

LogMeIn has destroyed GoToMeeting. 

How can we insure the Classic stays installed and all meetings launch from it so we can properly record?  Where can people even download the Classic Orange version?  All links install the new GoTo 4 version which is broken.  Thx

[ChrisHartman]

After reading other replies from GoTo Support. 

1. From Meetings > General > Explore the new GoTo, deselectd Use the new GoTo.
2. The next time you join or host a meeting, you will be launched in the classic GoTo Meeting desktop app or browser.

This isn't the case. We didn't even have "Use the new GoTo" enabled and you're launcher is still installing over the Classic Version.  The Classic seems to exist in = C:\Users\<someUser>\AppData\Local\GoToMeeting  but its no longer being used.  All the "GoTo Opener.exe" offerings hijack everything. 

Also pointing out another issue...you shouldn't use Spaces in your exe name. It should have been GoToOpener.exe.  SMH

[ChrisHartman]

So the only work around I can find is disabling the admin.goto.com   Admin setting.

Join via Web on Chrome

New attendees using Google Chrome™ will join using the GoToMeeting web application. Drawing tools and keyboard & mouse controls will not be available. Attendees that have GoToMeeting already installed will join using the desktop application.

This will force the Classic version.

The above text in Red doesn't work. If a user has the Classic Desktop application, and they login via Chrome its overwritten by GoTo v4. They lose all functionality the Desktop app includes. 

[KateG]

Hi @ChrisHartman welcome to the GoTo Community. Sorry to hear you are having issues with the new app. A few comments/questions:

• The  GoTo Opener does not replace the classic Orange icon, the GoTo Opener launches software to get you into an active session when you click the GoTo Meeting ...
• GoTo app v4 does record conference calls including dial-in calls. Can you please provide more details about what happened during your meeting? 
• For now, if you would like to use the classic app, click on the daisy icon, select My Meetings and Start Here, this will launch GoTo Meeting v10. 

[ChrisHartman]

You wrote = The  GoTo Opener does not replace the classic Orange icon.

Yes it does in our case. It hijacks the Classic install replacing it with a White Icon v4 that says GoTo.

All subsequent meetings are opened in the browser. 

You wrote = GoTo app v4 does record conference calls including dial-in calls.

Not true. We have 11 recorded meetings this past month with the *.webm extension that have ZERO audio.  All uses dialed into the GoToMeeting provided phone number.

You wrote = "For now, if you would like to use the classic app, click on the daisy icon"

This is nearly impossible because this setting is turned on by default. This setting redirects all meetings we've tried to the web and the GoTov4 installer executes overwriting the classic Orange app.

Join via Web on Chrome

New attendees using Google Chrome™ will join using the GoToMeeting web application. Drawing tools and keyboard & mouse controls will not be available. Attendees that have GoToMeeting already installed will join using the desktop application.

An example with the above turned off.   Outlook still launces the web browser but with the above setting disabled the host gets a GoTo Opener file that then opens the classic on the desktop.   

[KateG]

@ChrisHartman I'm not able to recreate your experience. For next steps, it would be best to work with customer support, I'm reaching out to the team to get assistance for you. 

[ChrisHartman]

Do you set a Reg key on the host side that determines what version should be used? 

How does the application / host machine  know if it should use classic or GoTo v4?

[KateG]

@ChrisHartman there isn't a reg key, there is an admin setting in the app under Settings<General<Explore the new GoTo that you can switch off.