Host resolution changing

[RegerLaw]

I've had this happen with two users now, and it happened to one several times (2-3 times just this morning).  When connecting to gotomypc (host has two monitors, both1080), the resolution on the main screen drops, and they end up with a smaller, square screen in the middle of their client screen.  If I go to the host and adjust the resolution back, it goes back to normal.  I don't know if they're able to make that change from their end (he says he can't, but I don't know if it's a technical or user issue 😁).  Is there something we can do to avoid this?  I thought that gotomypc would just scale the viewer window, not adjust the host resolution, but it wouldn't be the first time I missed something...

Also, for one of them, sometimes disconnecting and reconnecting fixes it.  But not always.  And one of the users came in after having the issue at home, and in the office the host pc's resolution was still set wrong.

[AshC]

Hi @RogerLaw ,

This may be related to a job the GoToMyPC Optimizer was running on the affected host PCs.  Can you try running this tool to complete the Optimizer actions, then see if the problem dissipates?  

[RegerLaw]

He was having a semi-related issue, so I was just over in his office.  I had him disconnect, and I ran that script.  He reconnected, and after about a second, maybe two, his primary monitor switched to 1024x768.  I switched it back for him, and he's fine, but it obviously didn't fix the issue.  Any other ideas?

[AshC]

I'm sorry for the ongoing issues there. 

We just disabled an advanced feature that can 'throttle down' certain aspects of a connection, including the visual quality.  This change will require a reboot of the PC or restart of the GoToMyPC service to take effect.  Please let us know if this problem persists. 

[RegerLaw]

Yes, that's true, but I'm not asking about "host name resolution". I was asking about the screen resolution on the host computer. Some of the words are the same, but it's a completely different issue...

[AshC]

@RegerLaw  Have you already tried adjusting the Host PC's Viewer settings to see if there's a conflict in the way GoToMyPC matches resolutions between the client?