Remote Control Does Not Work in GoTo App?

[GTM254]

Hi All, 

We have moved over to the GoTo app since it is replacing the GoToMeeting app. The problem is that when doing support sessions, it appears that the organizer cannot request control. If I download and install the old GoToMeeting app, they are able to request control fine. 

Does remote control not work with the GoTo app? 

I hate the though of having to re-install the old GoToMeeting app for everyone, but without the ability to use remote control, the GoTo app is limited. 

Thanks, 

[GlennD]

Hi @GTM254, welcome to the community.

Yes, the GoTo App supports remote control and Attendees can request control once the admin on your account enables the feature: How do I use Remote Control? 

[GTM254]

So curious as to what you mean "once an admin enables in our account?"

In this case, it was a vendor support rep trying to provide support to me, an attendee.

Would he need it enabled in his GoTo account?

I cannot see how I can enable in my account, because the end user is not logged into GoTo, but just joining a meeting.

[GlennD · Accepted solution]

Since you were the attendee, it would be the admin on the vendor's account who would need to enable it for them to use in their meeting that you joined. In the case of a single user/license GoToMeeting account, the Organizer is typically also the Admin of the account. 

If you want to user Remote Control in meetings held with your GoToMeeting account, you need to sign into the admin center and enable it. Manage feature settings for a single user 

[GTM254]

Why do they have to do that for GoTo and not GoToMeeting app? 

[GlennD]

Because not all Admins want this feature available in their organizer's meetings, so we made it optional.

[GTM254]

I understand that, but why would it work with me, the end user, using GoToMeeting app and not the GoTo app? Why would the organizer be able to request control if I install and use GoToMeeting but not if I use the GoTo client? 

[GlennD]

 The feature was enabled by default in GoToMeeting Classic, in the newer GoTo App we made it optional based on feedback we received.

[GTM254]

Thank you! Now I know exactly what to say when it doesn't work 😉