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Active Contributor

GoToAssist Agent Desktop Console on MacOS causes my computer to slow down / uses a lot of resources

Hello!

 

I've been using the desktop app for sometime, and recently upgraded to the most recent version, but one thing that's been a consistent issue is performance.

 

Between the 'GoToAssist Agent Desktop Console' and 'QTWebEngineProcess' processes, before I know it my fans are spinning up and it feels like I'm moving my mouse cursor through Jell-o.

 

I'm on a MacBook Pro 2018 quad-core 2.7 i7 with 16GB of RAM running Catalina 10.15.7. In terms of other things going on concurrently, I am outputting to an external screen via USB-C, and have a few Chrome tabs open (let's say 5). Things get particularly bad if I need to hop on a Zoom at the same time, when my whole computer becomes pretty much unusable. In this time of COVID I can't avoid using Zoom at the same time, so as to avoid any responses that say to not run both programs at the same time.

It's also worth noting that if I use the Chrome version of the console, I don't have this issue at all. It's something with the app itself.

Thanks!

Aaron

4 REPLIES 4
LogMeIn Contributor

Re: GoToAssist Agent Desktop Console on MacOS causes my computer to slow down / uses a lot of res...

Hello there!

We tried to recreate this experience in our Mac lab, but were not seeing any performance issues on the latest software builds when combined with desktop sharing apps and web browsing. 

What happens if you disconnect the external monitor itself? 

Active Contributor

Re: GoToAssist Agent Desktop Console on MacOS causes my computer to slow down / uses a lot of res...

Apologies for the delayed response, I am able to reproduce this with regularity. Weirdly, it looks like it's the GPU (which on a Mac Pro 13" is part of the main processor) that's really being used, while the CPU is showing a decent amount of idle.

 

At the same time, I can promise that my fans are on full speed and everything is crawling.

Screen Shot 2020-12-02 at 4.29.18 PM.pngScreen Shot 2020-12-02 at 4.48.41 PM.png

Within 30 seconds of closing the two sessions I had open and closing the app, the fans have stopped spinning and my computer is very responsive again.

 

Here are screenshots of with or without the external LG 27" USB display connected. The difference in negligible.

 

Thank you for your continued support!

LogMeIn Contributor

Re: GoToAssist Agent Desktop Console on MacOS causes my computer to slow down / uses a lot of res...

Out of curiosity, can you test with a couple of different / lower screen resolutions to see if that helps the performance any?

Active Contributor

Re: GoToAssist Agent Desktop Console on MacOS causes my computer to slow down / uses a lot of res...

Hi Ash,

MacBook Pro screens are a bit unusual in that they don’t allow you to change between common resolutions. Instead, they use scaling (e.g., Larger Text, Default - which is what I’m using, and More Space).

I’ll try using the ‘Larger Text’ option and report back what happens.