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

[Hi-Tech-NYC]

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

[AshC]

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? 

[Hi-Tech-NYC]

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.

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!

[AshC]

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

[Hi-Tech-NYC]

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.

[Squeamish]

I am finding this thread through a Google search because I have the exact same problem.

Quad-core i7 with 16GB of RAM and macOS 11.6.5. My external monitor is 2560x1440, my built-in screen is 2880x1800 and I've also used an external 1920x1080, all exhibit the same behavior: The desktop app will completely stink resources no matter what it connects to. I cannot use the app when running on battery because it will completely drain it in well under an hour.

As you can see on the "Energy Impact" section of the Activity Monitor, GoToAssist, in which I have one session connected to a 1080p Windows machine where nothing on the screen is even moving) is sucking down about 40 times the power of Chrome, which has probably 30 tabs open, including YouTube:  https://i.imgur.com/sD0bsL8.png 

Here is a Google Drive link with captures of the "Sampling" and "Open Files and Ports" info

https://drive.google.com/drive/folders/1yZvb2qg58kyha7fxe2eNoYhJUp9ZGJso?usp=sharing

I am running the Desktop app version 5.6.7.48, but it has done this for a very long time, at least a couple of years that I can remember.

[Napalm-SK]

I have the same issue/experience on MacBook Pro  i9 8 Core, with 64gb of RAM running Ventura. Any solution there ?