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Can see but not interact with host computer

I have a user who has been fighting this recurring issue ever since we went remote because of Covid.  She logs into her machine fine, but variously, seh can see the desktop but can't do anything, the resolution is super low, the screen huge and only half shows, etc... We go through all the usual steps: rebooting, updating drivers, updating GoToMyPC, MS updates. The host machine has both an onboard video card and an added one. She is using the added one. My sense is that GoToMyPC is somehow not able to distinguish the two and tries to connect to the onboard video card.  I disabled it, and it worked for a couple days then right back to the symptoms I described. I have never seen this before.. We have about 100 users. Can anyone help?

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