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New Contributor

Viewing screen and webcams not working for some participants

Hi,

 

Over the last couple of weeks, some participants on our GTM meetings have complained that they are unable to view other people's screens, or webcams.

 

During our meetings people usually activate their webcams and presenters share their screens. Most participants can see these no problem. But some participants just get a blank viewing window as below. The window says 'Now viewing {persons} screen' but there's nothing in the window. Similarly webcams are not visiable.

 

thumbnail_F7E2288936E64B39937ED32FBEA1CD1C.png

 

This has only started happening recently. However it happens over a number of devices (Windows 10, iPads etc). Video drivers seem to be working fine on the affected devices and meetings on other platforms also work.

 

Any ideas would be most welcome, thanks in advance...

David

11 REPLIES 11
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LogMeIn Contributor

Re: Viewing screen and webcams not working for some participants

Hi David,

During troubleshooting have any of the affected participants tried exiting and rejoining the meeting?

Does it happen consistently with certain attendees or during certain presenters?

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New Contributor

Re: Viewing screen and webcams not working for some participants

Hi Ash,

Thanks for your message. Yes, the participants have left and re-joined the meetings - unfortunately this seems to have no effect. There are two attendees that this always happens to and a handful who have had this occassionally happen. There's no pattern to the presenters.

Thanks again,

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LogMeIn Contributor

Re: Viewing screen and webcams not working for some participants

Are you able to gather the affected device info in order for us to try an reproduce the behavior?

What happens if you stop the video and relaunch it again?

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New Contributor

Re: Viewing screen and webcams not working for some participants

If we stop the screenshare/webcams and then turn them on again, there is no change,

What device information would be helpful? 

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LogMeIn Contributor

Re: Viewing screen and webcams not working for some participants

Find out the exact model numbers of the Attendee devices that are affected.  It doesn't sound like a problem with your presenters, as those seem to be rotating and everyone else can see their presentation in full.

 

Also worth noting would be how the problem attendees are connecting, through what type of internet connection.  If on a mobile device, do they have the same experience switching networks?

 

Attendees can also call into Customer Support at any time to troubleshot directly.

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New Contributor

Re: Viewing screen and webcams not working for some participants

Hi Ash

 

The models are:

Huawei Mach-WX9

iPad 2018

Microsoft Surface Book

 

All of the connections are running through home wifi - I've got each person to do a speed test and they average over 100mb/sec. This is done just before the use of GTM.

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LogMeIn Contributor

Re: Viewing screen and webcams not working for some participants

Thanks, can you also confirm the GoToMeeting version in use when you're hosting your events?

 

While there isn't a known issue that would cause screen sharing and webcams to show as blank windows, I am curious to know more about the affected participants local firewall /security apps, as well as what the presenter is sharing specifically at that time.

 

Ultimately, the fastest resolution would be to have the attendees call into Customer Support to test their connections in real time.

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New Contributor

Re: Viewing screen and webcams not working for some participants

Hi Ash

The version information is as follows.

Viewing via the browser seems unaffected - only in the downloadable app.

 

Annotation 2020-08-11 150614.png

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LogMeIn Contributor

Re: Viewing screen and webcams not working for some participants

We haven't been able to reproduce this behavior ourselves on iPads, Windows 10 or Androids, so I'm going to suggest the affected participants call directly into Customer Support for further testing:   https://support.goto.com/meeting/help/how-do-i-contact-gotomeeting-customer-support-g2m090151