It has taken several days, two calls to Support and many hours, however, I figured out the problem.
Issue: You can only request Keyboard and Mouse from an Attendee who is using the PC App.
The current release of the GoToMeeting app is still in Beta.
Sending the Invite with the link does not install the PC App. Only the Web Browser app is installed.
Forcing the attendee to download and use the PC App through the setting in the portal has no effect. When the Attendee click on the link in the Invite email, the Web Browser App is loaded. This happens even if you uninstall the GotoMeeting Web Link app from the PC.
If the attendee is using the Web Browser App, you cannot request keyboard and mouse from the Attendee.
For now if you are going to need keyboard and mouse you should sent this link with the Meeting ID.
The will need to cut and paste the meeting link into the App window.
Hopefully GoToMeeting will fix the problem soon.
@garycarter While it is true that Web App participants cannot take control of your mouse or keyboard at this time, Attendees should be joining the broadcast using the desktop interface by default.
Are they clicking a join link that you copied from a GoToMeeting invitation template?
Alternatively, attendees can always go to https://app.gotomeeting.com/ , then enter the 9-digit meeting ID.
Thank you for your AshC.
Yes the attendees are joining from the invite link.
Yes, if you change the link in the email to https://app.gotomeeting.com/ , the Desk App is loaded and then the attendee can enter the meeting id which allows them to join the meeting using the PC App.
Unfortunately when you are dealing with 40 or 50 users who only need assistance every so often, it adds two unnecessary steps to the login assistance process. Users have contacted support because they are already frustrated and need assistance, adding more to the equation is never a good idea.
This is clearly simply bad programming .
@garycarter I'm referencing those solutions as a workaround for those attendees experiencing problems. The default behavior for those who use supported web browsers with admin rights, is to launch the GoTo Opener / GoToMeeting desktop app.
Make sure you have not set the Attendee Experience preference in your account to use the web interface. These settings can be found only in your online account: https://support.goto.com/meeting/help/configure-default-meeting-settings-g2m050037
Thank you for your reply. The browser option has been turn off. Unfortunately, attendees joining a meeting via the invite email still join with the web link by default.
Attendees without the desktop app join in web browser Off
In order for the request keyboard and mouse to appear as an option, I must modify the email to include the pc global link global.gotomeeting.com/install along with the meeting id into the email.
@garycarter Exactly when was this meeting scheduled? Have you tried scheduling a new meeting to test with a problem attendee?
We'd like to know more about those attendees who are unable to join with the desktop app. Feel free to give us a call from one of the problem machines so we can fully document what's happening in that environment.