Hi All,
Many users in my company have been reporting when connecting to GoToMyPC the colors on screen don't look right and certain display elements are not present. When I remoted in to check the settings on each of the users they were all set to 256 Colors (Better Speed) and the performance slider was low. Our settings have always been True Color and middle of the performance slider. I have had to manually change them back and then on next connection they revert back to the 256 Colors and low performance slider. What would cause this to happen?
@YBarThanks for the info. Funny thing is I was part of a discussion (link below) two weeks ago for an issue where users couldn't connect and the band-aid for that was also to rollback to build 3161. If anyone wants a DL link to 3161 it can be found here:
https://support.logmeininc.com/gotomypc/help/gotomypc-system-tray-icon-disappears-on-windows-server-os-machines
Can GTMPC please not release bugged versions? It's driving us admins up a wall.
EDIT: I should mention that if you're installing build 3161, after it's installed immediately open the preferences and tick the radio button on the Host tab for Ask me to install updates. Otherwise it'll install a new build and you'll be back where you started.
Previous discussion:
https://community.logmein.com/t5/GoToMyPC-Discussions/Users-having-issues-connecting/td-p/282276/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEtaNEhaMVNMUUlMUks4fDI4MjUyMXxTVUJTQ1JJUFRJT05TfGhL/page/2
Call support and have been working with them. The version that ends with 3438 is causing the issue. They had me rollback to version 3161 and that seems to have resolved the issue. They were able to push the older version to the users station. However, users will have to manually run the update. I'll be pausing automatic updates on goto until I know this is issue is resolved.
We've been having the same issue with several remote users. We have the user click "undo experience optimizer changes" and the resolution restores, but then a few minutes later it will change back to the wrong resolution again. The user then needs to click on it again. Then go to the Performance tab and adjust to True Color and slide the performance towards the right. It's been a frustrating couple of days. I hope GoTo is working on this!
I think they removed the option to enable/disable the feature. I just checked and it's no longer where it was yesterday. Disabling it didn't work anyway. I'm still getting tons of calls from my remote users about display issues. It's driving me crazy.
We couldn't find any setting for the Optimizer on our Corporate admin or any of the personal accounts. Is it under a different name?
Disabling the optimizer did not fix the issue. A few seconds after connecting, the settings change. I have to go to Tools -> Undo Experience Optimizer changes. It doesn't seem like it's actually disabled if it keeps turning on when my users connect.
Same issue started today. Removing the experience optimizer made no difference. It seems the problem is persisting. Only manually adjusting the Slider corrects the issues, but it is temporary. The moment they disconnect and log back in it reverts back to the lower quality.
Thanks @AshC . I do have a corporate account and went ahead and disabled the optimizer. Thanks for pointing me in the right direction. I'll report back if issues persist.
@AdminLife If you have a corporate account, then you can disable the optimizer on the Manage Account page.
If you have a personal account, each user has this under My Account > Settings.
See if disabling this helps with performance there.
Same issue here. Calls from users all day about screen resolution and display issues. I used Team Viewer to connect to one of my users computers and it looks like GoToMyPC's Experience Optimizer keeps kicking in and changing the performance settings and lowering the resolution. Never happened before for anyone, now tons of calls about it. I'd like to disable Experience Optimizer but these instructions don't seem accurate:
https://community.logmein.com/t5/GoToMyPC-Discussions/All-New-Experience-Optimizer-for-Windows-Connection-Improvements/td-p/274209
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