GoTo MacOS app gets stick on flashing logo

Question

I am trying to use the GoTo app version 4.11.0 on a MacBook Pro running MacOS Sequoia version 15.0.1. When I launch the app the "GoTo" logo just flashes larger and smaller in the middle of the window but nothing ever happens. It's just stuck. I tried using the "Clear Cache and Exit" menu item but after restarting it still has the same problem. I also tried using the "Start network test" menu item and it got all green checkmarks. Other similar apps like Zoom and Microsoft Teams work fine on the same computer, and I can successfully attend GoTo meetings through the Chrome web browser. Here are the last few lines from the goto.log file.
{"ts":"2024-10-14T16:23:11.040Z","seq":193,"category":"log","origin":"shell","data":["shell version 4.2.0"]}
{"ts":"2024-10-14T16:23:11.040Z","seq":194,"category":"debug","origin":"context","data":[{"shell_version":"4.2.0"}]}
{"ts":"2024-10-14T16:23:11.040Z","seq":195,"category":"debug","origin":"context","data":[{"shell-running-time":0}]}
{"ts":"2024-10-14T16:23:11.187Z","seq":196,"category":"debug","origin":"context","data":[{"shell-user-key":"4038888181494199223"}]}
{"ts":"2024-10-14T16:23:11.188Z","seq":197,"category":"debug","origin":"context","data":[{"authenticatedUserKey":"4038888181494199223"}]}
{"ts":"2024-10-14T16:23:11.189Z","seq":198,"category":"warn","origin":"shell","data":["User does not have entitlements."]}
{"ts":"2024-10-14T16:23:11.502Z","seq":199,"category":"debug","origin":"context","data":[{"shell_userType":"external"}]}
{"ts":"2024-10-14T16:23:11.506Z","seq":200,"category":"log","origin":"lifecycle","data":[{"event":"appReadyInvoked","launchParams":"undefined"}]}
{"ts":"2024-10-14T16:23:11.591Z","seq":201,"category":"log","origin":"updater","data":["checkForUpdates: Starting automatic check for updates"]}
{"ts":"2024-10-14T16:23:11.591Z","seq":202,"category":"log","origin":"updater","data":["setCheckingForUpdates: checkingForUpdates = true"]}
{"ts":"2024-10-14T16:23:11.591Z","seq":203,"category":"debug","origin":"context","data":[{"lastCheckForUpdates":"checkInProgress"}]}
{"ts":"2024-10-14T16:23:11.591Z","seq":204,"category":"info","origin":"updater","data":["Checking for update"]}
{"ts":"2024-10-14T16:23:11.594Z","seq":205,"category":"log","origin":"shell","data":["action=updateConfiguration type=updateConfigurations",{"origin":"keyboardShortcuts"}]}
{"ts":"2024-10-14T16:23:11.598Z","seq":206,"category":"log","origin":"shell","data":["single-spa start"]}
{"ts":"2024-10-14T16:23:11.800Z","seq":207,"category":"debug","origin":"goto-network-measurement","data":["subscribing to the Event Bus.."]}
{"ts":"2024-10-14T16:23:11.800Z","seq":208,"category":"debug","origin":"goto-network-measurement","data":["Notification Channel is inactive, switching to periodic CCREQ polling.."]}
{"ts":"2024-10-14T16:23:11.800Z","seq":209,"category":"debug","origin":"goto-network-measurement","data":["resume GTNT.."]}
{"ts":"2024-10-14T16:23:11.802Z","seq":210,"category":"debug","origin":"goto-network-measurement","data":["associate the user with the systemCode/machineId '30c35f52-558b-48f2-8381-e15915141433/6b3fa227-d53a-53c9-ba84-dc80f78b3c40'..."]}
{"ts":"2024-10-14T16:23:11.802Z","seq":211,"category":"debug","origin":"goto-network-measurement","data":["Notification Channel is active, switching to on-demand CCREQ polling.."]}
{"ts":"2024-10-14T16:23:11.809Z","seq":212,"category":"log","origin":"shell","data":[{"msg":"GoTo Shell Performance Measurements","shell_init":{"duration":222.19999998807907,"startTime":0},"shell_appToShell":{"duration":163.59999999403954,"startTime":222.19999998807907},"shell_shellStartToDone":{"duration":769,"startTime":385.7999999821186},"shell_internalApiFetches":{"duration":147.19999998807907,"startTime":386.59999999403954},"shell_contextApiSetup":{"duration":166.80000001192093,"startTime":534.3999999761581},"shell_launchDarklySetup":{"duration":145.10000002384186,"startTime":703.3999999761581},"shell_UnleashSetup":{"duration":133,"startTime":705.8999999761581},"shell_@getgo/web-meeting-shell-integration/extension_loadExtensionScript":{"duration":63.400000005960464,"startTime":942.0999999940395},"shell_@goto/oos-meeting-meet-now_loadExtensionScript":{"duration":10,"startTime":1005.5999999940395},"shell_@goto/oos-meeting-background-service_loadExtensionScript":{"duration":6.799999982118607,"startTime":1015.5999999940395},"shell_@goto/oos-meeting-app_loadExtensionScript":{"duration":7.300000011920929,"startTime":1022.3999999761581},"shell_@ucc/cc-analytics_loadExtensionScript":{"duration":87.19999998807907,"startTime":1029.699999988079},"shell_@ucc/cc-surveys_loadExtensionScript":{"duration":11.600000023841858,"startTime":1116.8999999761581},"shell_@dce/engagements-web-components-loader-extension_loadExtensionScript":{"duration":1.7999999821186066,"startTime":1128.5},"shell_@goto/network-measurements_loadExtensionScript":{"duration":10.800000011920929,"startTime":1130.3999999761581},"startingURL":"https://app.goto.com/"}]}
{"ts":"2024-10-14T16:23:11.862Z","seq":213,"category":"debug","origin":"goto-network-measurement","data":["Notification Channel is active, switching to on-demand CCREQ polling.."]}
{"ts":"2024-10-14T16:23:13.140Z","seq":214,"category":"info","origin":"updater","data":["Update for version 4.11.0 is not available (latest version: 4.11.0, downgrade is disallowed)."]}
{"ts":"2024-10-14T16:23:13.140Z","seq":215,"category":"debug","origin":"updater","data":["handleUpdateNotAvailable: update not available"]}
{"ts":"2024-10-14T16:23:13.140Z","seq":216,"category":"log","origin":"updater","data":["setCheckingForUpdates: checkingForUpdates = false"]}
{"ts":"2024-10-14T16:23:13.140Z","seq":217,"category":"debug","origin":"context","data":[{"lastCheckForUpdates":"noUpdateAvailable"}]}
{"ts":"2024-10-14T16:23:30.779Z","seq":218,"category":"debug","origin":"main-window","data":["blur"]}
{"ts":"2024-10-14T16:23:34.427Z","seq":219,"category":"log","origin":"periodic-stats","data":[{"cpuNormGoToAv":"1.68","cpuCoresGoToAv":"20.12","cpuNormSysAv":"18.44","cpuCoresSysAv":"221.29","memGBGoToAv":"0.39","memGBFreeSysAv":"3.42","cpuNormMainProcessAv":"0.33","memGBMainProcessAv":"0.15","cpuNormRendererProcessesAv":"0.53","memGBRendererProcessesAv":"0.17","cpuNormGPUProcessesAv":"0.79","memGBGPUProcessesAv":"0.05","cpuNormUtilityProcessesAv":"0.02","memGBUtilityProcessesAv":"0.03","memGBMainProcessHeapTotalSizeAv":"0.02","memGBMainProcessHeapSizeLimitAv":"4.00","memGBRendererHeapTotalSizeAv":"0.05","memGBRendererHeapSizeLimitAv":"4.00","periodicStatsCounter":14,"processUptimeSecs":"840.45","osUptimeSecs":"686811.00"}]}
{"ts":"2024-10-14T16:23:39.291Z","seq":220,"category":"debug","origin":"main-window","data":["hide"]}
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glennd · Answer

Thank you. The user key from the log file you shared pulls up an account entry that has the same email address that you used to register for the community, but there is no GoTo Meeting license or account associated with it. This is most likely why the GoTo App on your computer is stuck launching as it's trying to authenticate an account that has no GoTo Meeting license. Uninstalling the GoTo App and reinstalling it when you join your next meeting should resolve it as the newly installed GoTo App will not try to sign-in.
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glennd · Answer

Yes, and the team has been made aware so they can look into it.

glennd · Answer

Hi nradov, welcome to the community.
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Were you just trying to attend a meeting when this happened? Did/do you have a GoTo Meeting account, because the logs show {"authenticatedUserKey", but I could not locate an account for you.
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nradov · Answer

Yes, I was trying to attend a meeting. I have an account and am signed in on your web site right now.

nradov · Answer

Shouldn't the app give some kind of error message in that situation instead of getting stuck in a loop with a flashing logo? That seems like a bug.