GoToAssist intermittently thinks the Command Key is being held down by user's computer

[jdemaio]

We currently use GoToAssist on Macs and PCs. We are using macOS 10.13.6 to remote into computers that range from 10.12.1 through 10.13.6. We often run into a situation where the software is registering the Command key is being held down. It normally takes about a minute or two until it happens.

We will be controlling the user's computer and suddenly we are unable to type. I often press the Tab key to test and it brings up the Application Switcher. If we click on an application on their dock it will open up the location in Finder instead of opening the application. We can sometimes send them a new session and it will go away briefly but eventually comes back.

I do believe this has also happened to one of our team members using Windows to remote into a Mac.  The frequency happens enough that a 10minute support session can turn into a 30-45 minute support session. Has anyone else run into this problem?

[didofi01]

Same here since more than 1 year. Impossible to support a client.
A little workaround is to stop screen sharing and then restart it after some seconds.

[GlennD]

Hi @didofi01, welcome to the community.

This is the first recent report we have had on this issue. If you can recreate it reliably please give our toll-free support a call and demo it for them in a session so they can gather more details and logs.