webex remot desktop control not working

[sultanaalthomali]

Dear members, I recently purchased cisco webex ( starter) subscription, during the meeting while sharing my screen the other party is not able to request desktop remote control. Appreciate  your support to guide me on this issue.

thanks. 

[NSoliz]

We've encountered this issue recently, even though everything was working perfectly just a few weeks ago. Since the latest update, we've been unable to request remote access regardless of the methods we've tried. We rely on this for technical support for US and Alaska Tribal communities. Many of us are facing this problem, resulting in significant time loss.

[NSoliz]

Resolved by making the client uninstall their version and then re-join my session. Once they opened the app you could tell it was different. After requesting to share screen 1, I was able to request remote access.

[Kathy N.]

Please confirm you are using the directions at the following link for requesting and granting remote control access:

https://help.webex.com/en-us/article/ndtm2gp/Webex-App-%7C-Provide-or-request-remote-desktop-control#Cisco_Generic_Topic.dita_a8c931e8-df08-48ec-aac9-960c9227d7a9 

If you are using these instructions, there are some limitations with what can be used for remote control.  Anything that could potentially give a user configuration access to your computer will not let the user get remote control.  For example, the user can control your curser and keypad if typing in a Word document but if you are trying to login to a system, it will probably not work. 

What application was the person working in that needed to grant remote control to the other attendee and what were they trying to do in that application?

[sultanaalthomali]

Still is not working.I even tried to re-install the apps.

[Kathy N.]

Please provide more specific information @sultanaalthomali regarding what apps you were working in and what you were trying to do.   As mentioned above, there are some limitations with sharing control during a Webex meeting that are meant to provide security protections for the person who's computer is being controlled.

[Kathy N.]

@sultanaalthomali, remote control is only aviailable when using the Webex App.  Did the other person in your meeting or you join using the browser or use the app?  If possible use the app when joining a Webex meeting in order to get all functionality.  

[sultanaalthomali]

The other party used the app as well. Please advise.