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Requesting Access to Keyboard and Mouse Control

Ray_Cerenade

Hello,

Just seeing if anyone can point me to the right direction. My GoToMeeting updated to a new user interface (which I think is now "GoTo") and I cant find the ability to request keyboard and mouse control when viewing someone's screen. We typically connect with clients for support purposes and previously we would be able to click on their name and request control. A pop up would appear on their screen to give control and we would proceed to be able to move their mouse and type. Now that option is not there.

We do see that a client can click on your name to give control, however not all clients are tech savvy in being able to find the "give control option" and when instructing during the meeting on how to give control, it can be a mission. Just seeing if the setting to request control is still there?

Thanks,

Ray

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Accepted answers

KateG

Requesting Remote Control for mouse and keyboard is now available for all!

Please read all about it here.

All comments

chet1

Well, congrats, Glenn, you've made the tool worse.

I note that you said this "request control" feature was coming -- LAST AUGUST, which is the best part of a year ago. It's still not here, even though you're forcing users into the "new" GoTo.

That's unfortunate, because this new version seems worse in every way that matters to me. Starting meetings is more clicks. The software takes up insane amounts of screen space for no good reason. Getting control in a support call is painful. The app is slow and buggy, far worse than the GTM of 2015.

the only GOOD thing about the redesign is that, well, any inertia I felt about staying with GTM is gone, since a big reason to avoid a switch is a learning curve. since there's now a learning curve for GTM, I may as well look into something else. Teams is just about as good now, and is FREE.

Rontechscaf

The wheel mouse is in reverse so scrolling down sends scrolling up to the remote session.

dharrel

Thanks, Kate. I figured out how to request "Keyboard and Mouse" of an attendee by holding a meeting with myself on another computer. However, I find there are more steps and more complicated than the prior GoToMeeting version. It particularly is less intuitive for my meeting attendee, especially if they are not very computer savvy.

Here are the steps that I determined with the new GoToMeeting:

Make attendee presenter by clicking on their name in attendee list (no longer right click), and then click pop-up action "Make Presenter".
Attendee is no longer prompted to share screen. They must now click “share” icon at the bottom of their GoToMeeting window.
Attendee needs to give control by clicking “…” at top-right in their GoToMeeting window, then click pop-up action “Give Remote Control”. I can no longer request control.
I must then click “Remote” button at bottom of my GoTo app before I can actually take control.

To contrast, here are the steps with the prior GoToMeeting version:

Make attendee presenter by right-clicking on their name in attendee list, and then click pop-up action "Make Presenter".
Attendee sees a pop-up window asking them if they want to share screen. I tell them to do so.
I request control of the attendee's screen by right-clicking on their name in the attendee list, and then click pop-up action "Request Keyboard and Mouse" (I could have requested control when making them presenter, but generally don't)
Attendee sees a pop-up window asking confirmation to give control. I tell them to do so.

I was more in control with the old GoToMeeting, and the attendee's required actions were popped up before them, making it much easier for me to tell them what they need to do.

KateG

Hi @dharrel and welcome to the Community. Can you provide a few details on what happened when you tried to control your attendee's screen?

To switch to GoToMeeting classic you should log in through the website. Try signing in here and you should be able to switch it in Settings.

dharrel

I'm running into this problem too. I wanted to control an attendee's screen and could not make it work.

I want to switch back to GoToMeeting classic. However, the instructions above don't seem to work for me. After clicking the "Settings" icon, I do not see a "GoToApp" setting with a "Use the new GoTo" option.

Ray_Cerenade

Thank you! This solved my issue. Ended up switching back to classic. Looking forward for the implementation in the new version but until then will use the classic version.

GlennD

Hi @Ray_Cerenade, welcome to the community.

Currently, the GoTo App does not have the ability to request keyboard and mouse control, however, it is planned for a future update. For now, the attendee has to grant you control (as you've seen). If you wish you can switch back to using the Classic GoToMeeting until this feature is available.

You can switch back to the classic GoTo Meeting app to host and join meetings.

Sign in to your account at https://global.gotomeeting.com.
Select the Settings icon in the left menu.
Select GoTo App, then disable Use the new GoTo.
The next time you join or host a meeting, you will be launched in the classic GoTo Meeting desktop app or browser.

AshC

OK, which apps are you presenting with specifically, and on what operating system?

JimC65

Anything on the remote desktop that I am trying to control.

AshC

Hi @JimC65

Thanks for the feedback on the new GoTo app.

With regards to the scrolling failure, which parts of GoTo are you trying to manipulate-- the Chat, or something else?

JimC65

Why did you ruin GotoMeeting for remote desktop control? The new GoTo app has these problems, and many others:

1. The organizer can not request remote control. The participant must grant it, and then the organizer enables it.

2. The Esc key cancels remote control, and the organizer must re-enable it with the button on the bottom! What if you use the Esc key for normal functions, like cancelling changes to a cell in Excel?

3. The scroll wheel on the mouse just doesn't work.

4. The screen refresh is slower and laggy.

5. Full screen is not full screen, which means you are always working on a fuzzy screen that has been slightly resized/scaled.

Please don't ruin GotoMeeting for users like me that use it for hours every day for remote desktop control.