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StrumIT's avatar
StrumIT
Active Contributor
4 years ago
Solved

Users having issues connecting

I have about 20-30 users at my site all using GTMPC. It seems as of this week they all are having issues connecting. When the users does get connected they report no issues of degraded performance.

Any thoughts?
  • AshC's avatar
    AshC
    4 years ago

    Hi everyone,

    This issue appears to have been server related, and from all reports is fully resolved now (with all software versions).  Please let us know if problems persist though, as we'll be monitoring closely. 

     

    Thanks for your patience. 

16 Replies

  • AbhishekYadav's avatar
    AbhishekYadav
    GoTo Moderator
    4 years ago

    Is it possible for you to share host and viewer logs for us to investigate more on this?

  • cfowler's avatar
    cfowler
    Active Contributor
    4 years ago

    Similar to the OP, we are experiencing the same issue.  Clients cannot connect to their hosts.  Sometimes a restart of the GotoMyPC service resolves this but it is only temporary.  We've removed the local and corporate firewall for testing.  The GotoMyPC connection wizard shows there may be issues with the content deliver networks - IE cloudflare and akamai.  Check for Update shows the following error message "An Internal Error has occurred.  Please try again."  Re-running the check for update reports that v10.2(2695) is up to date.  We have other clients which are version 12.1.0.3438 which also behave similarly.  Recently I was able to download and install version 12.1.0.3475 - this was obtained via the GotoMyPC Installer executable on March 17th, 2022.  Same issues with connections and check for updates.

     

    Any suggestions?

    Thanks

    CF

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    Hi everyone,

    This issue appears to have been server related, and from all reports is fully resolved now (with all software versions).  Please let us know if problems persist though, as we'll be monitoring closely. 

     

    Thanks for your patience. 

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    AdminLife   GoToMyPC v11.6.3161 (build 3161) was the most stable during our testing.  

     

    ** Please also note that in some cases a reboot was needed for the correct IP connections. 

  • AdminLife's avatar
    AdminLife
    Active Contributor
    4 years ago

    StrumIT  Thanks for the update. I also direct messaged GlennD to see if they could get some eyes on this discussion. Hopefully we get a fix soon. Fingers crossed.

  • StrumIT's avatar
    StrumIT
    Active Contributor
    4 years ago
    Hey all!

    Not sure if you guys will receive this reply. I was on with support for about 2 hours this morning and they are now aware of the problem and working on a patch. I have informed them of the issues being at other sites and will update you guys again here when they fix the issue! If they don’t deploy the update program wide.
  • AdminLife's avatar
    AdminLife
    Active Contributor
    4 years ago

    AshCThanks for the reply. I tried the registry edit but the issue persists. I checked a few PCs and the registry entries already match what's in the file, but I ran it anyway and re-started. There was one that had two PollServerIPs, the first one matched the file and the 2nd one was different. I didn't jot down the 2nd one but I'll take note next time if that's relevant to you. You mentioned downgrading the host build. Is there a build that is known to not have this issue? We currently have 11.8.3374.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    StrumIT  AdminLife  crmm  RegerLaw   I apologize in the delay to identify this one.  

     

    While we work towards the full resolution, besides downgrading the Host build, users can also try this workaround: 

    1. Try using the reg key updater (attached) on any affected machines
    2. Restart the GoToMyPC service and reattempt connection
    3. If still having issues after steps, please reboot the host computer and try connecting again

     

     

  • StrumIT's avatar
    StrumIT
    Active Contributor
    4 years ago
    I’m having the same issue… and I fear I’m going to get the same push back from shareholders with about 65 total licenses in use.. I have a case started that I’m going to call in with tomorrow. I will update this thread with anything I find out from them.