Various GoToMy PC issues experienced by our staff.

Matt Alexander

I work in a team of 8 and we all user GoToMy PC to access our office PCs from home. Some use it more than others and we each have slightly different setups.

However, we all seem to suffer from little issues that are common regardless of setup and I've decided to spend a bit of time investigating them to try and find a resolution. Any help I can get here is very much appreciated.

1. Cursor issue when using 2 or 3 monitors
   The most common issue that we all experience is the mouse cursor reducing to the size or just a couple of pixels. I, myself, see this most when accessing my office PC from home. Both my office PC and home PC use 3 1902 x 1200 monitors and I can get GoToMy PC to span accross all 3 as I were sitting infront of my office PC.
   
   Roughly, every 5 minutes or so, the cursor will seemingly disappear when it's moved onto either the middle of left-most monitor. The only way to get it back is to move the mouse cursor onto the right-most screen and click something that will update the screen (e.g. select a folder, email etc).
   
   The cursor then comes back, but then goes again after about 5 minutes or so.
   
   
2. Double pointer on right-most screen when spanning across 3 monitors
   As this says, when the mouse cursor enters the left-most screen, the pointer is doubled, with the duplicate lagging slightly behind. This makes it really difficult to use the mouse on that monitor and to select items accurately.
   
   
3. Create desktop link doesn't work
   When I have logged into GoToMy PC and have launched a session to my host, there is an option to add a shortcut to my desktop. Whilst this creates successfully, when I try to click it to launch a session it never works and I am forced to login via the website each time.
   
   Stupidly, I forgot to take a note of the error before I left home this morning and so I will need to update this with those details when I'm back at my home office.
   
   

One thing that I need to mention, that may be related to issues 1 & 2, is that our staff run 3 monitors on the host, but the third monitor (left-most screen) is running from a USB > DVI adapter. It seems to be this monitor that causes the issues, although I've certainly had the cursor disappear on the middle monitor which is always connected directly to the GPU of the host.

Many thanks for any help anybody is able to give, as this is really slowing us down!

Matt

Michael16

Hi Matt, thank you for your detailed post! While we don't necessarily support monitors connected via USB, I can still make a few suggestions that may hopefully affect the issues with the cursor.

Are you using the option in the host's preferences to show the host's cursor while connected over GoToMyPC? If so, which cursor is disappearing: the host's or the client's? Also, are you using any of our security preferences as well?

Are you using DPI scaling at all? This maintains the configured resolution while scaling-up text and icons, making them appear bigger on higher resolutions. DPI scaling, however, is known to cause miscellaneous issues when the scaled percentage does not match between the host and client.

Finally, can you check the Device Manager on each computer to see if anyone or everyone is using the generic plug-and-play (or non-pnp) monitor drivers provided by Windows? More often issues like this can be resolved by updating the video drivers, but sometimes installing the monitor-specific drivers provided by the monitor's manufacturer will do the trick.

Please let me know once you have any updates .