individual participants are unable to see the shared screen, even though screen sharing activ

Question

Hi everyone,

We have been experiencing serious issues with GoToMeeting webcasts that did not occur before the end of last year.

In some sessions, individual participants are unable to see the shared screen, even though screen sharing is active. Instead, they receive the message: “No one has shared their screen yet.” At the same time, they can hear the presenter, and other participants are able to see the shared content without any problems. Therefore, the message is clearly incorrect.

We have observed this behavior both in the recommended Chrome browser and in the GoToMeeting app, across different operating systems, including macOS, Windows, and iOS. Therefore, it does not

appear to be related to a specific client or device. From our perspective, it seems more likely to be a backend or session-handling issue.

We have already contacted support and provided log files, but so far the issue has not been analyzed or resolved.

Has anyone else experienced this

problem with GoToMeeting webcasts? If so, were you able to find a workaround or

solution?

KateG · Answer

@MarinaDoe Thanks for the follow-up.

I reviewed your case back in March and added the additional details you provided here. The case was closed because we didn’t receive a follow‑up response, but now that you’ve shared more information, we’ll be happy to have it reviewed again.

I've asked the agent assisting you to follow up. To investigate further, could you provide the Meeting IDs for a few sessions where this occurred. You can provide them here and I will add them to the case, or to the agent when they respond.

If you have anything else you would like to add, please let me know.

MarinaDoe · Answer

Hi Kate,

Are you the one hosting the webcast, and is it being run from your own GoTo account?

we are hostting the webcast from an own account.

How frequently does this happen?

We have meetings almost every week, and it works well with a handful of participants. However, when there are many participants, it varies: often one person is affected, sometimes several. Not everyone reports the issue.

Does the problem consistently happen with the same participants, or is it random each time with different people?

It is with different people.

Are the attendees who experience the issue all joining from the same

location or network, or does it happen across different locations and

networks?

The attendees joining from different locations / cities, networks with different devices.

If it’s mostly users on the same network, it could potentially be related to firewall or network filtering rules interfering with the screen‑sharing stream.

KateG · Answer

Hi @MarinaDoe Welcome to the community

This is a bit of head scratcher. We might want to narrow down a few environmental factors first.

Are you the one hosting the webcast, and is it being run from your own GoTo account?

How frequently does this happen?

Does the problem consistently happen with the same participants, or is it random each time with different people?

Are the attendees who experience the issue all joining from the same location or network, or does it happen across different locations and networks?

If it’s mostly users on the same network, it could potentially be related to firewall or network filtering rules interfering with the screen‑sharing stream.

We may need to have customer support take a look at your logs again, but it would be helpful to have these details. Thanks.