Can't share screen: no thumbnails appear for dual monitor selection

[stillagorilla]

Greetings, I have two computers; one at home the other at my office, both running GTM on Windows 7 with dual monitors. When I attempt to share my screen on my home computer, I’m not shown thumbnails of my two monitors so that I select which of them to share, and the Share button therefore doesn’t work as I’m unable to select a screen. I know how the interface is supposed to look since it works fine on my office computer. I’ve re-installed GTM, but the problem persists. When I choose to share an application, it works as it should by displaying thumbnails of all my open programs. What causes screen sharing to fail to work with multiple monitors? Thanks -Steve

[stillagorilla]

This is what I see when I click the share screen button. On my other computer I see thumbnails above the clean screen checkbox representing three options: monitor1, monitor2, or both monitors. 

[Kevin Ruschman]

I have a user that is having this problem today as well. So far only one person has reported it but unable to find a solution. They are using Windows 10 and it worked for them on this same computer yesterday. Any help LogMeIn??

[AshC]

Hi there, 

While I'm unable to repro this on a few Win10 devices here, could you confirm the GoToMeeting software version installed on the affected machines, and how exactly the monitors are connected to the hard drive? 

[stillagorilla]

ver 10.10.0.17861

Two monitors connected to a single video controller via HDMI

[AshC]

Thanks, do you have any idea what video drivers are running and/or which manufacturer model the PC is from? 

[stillagorilla]

Anyone find a solution for this issue? One of my users still can't share their screen.

[AshC]

@stillagorilla  Do you know if this user was ever able to share their screens?

Do you know how the displays are physically attached to the Win7 machine?

Are there any updates available for that HD from https://support.hp.com/us-en/drivers ?

[Dossier]

Was someone able to resolve this.  We are having the same problem with several users.  Reinstalling GTM solves the problem for a few hours or a day before the problem returns.  Version installed:  10.14.0 Build 18962.

[AshC]

@Dossier  What operating system is in use there?

How are the external monitors attached to the HD itself?