Forum Discussion

paulwsyd's avatar
paulwsyd
New Member
6 years ago
Solved

GoTo Opener Error "Timestamp signature or certificate could not be verified or is malformed"

Attempting to set up a session for a user and get the following:   Log files here: https://pastebin.com/7eZRpQ7N   Tried installing security certificates from this fix but got the same resul...
  • manoliar's avatar
    manoliar
    5 years ago

    I solved the problem.
    The problem arises if windows (for some reason) “do not automatically update root certificates”. This has many other issues.
    1. Download https://www.digicert.com/util/ digicert certificate utility for windows
    2. Run the utility and from the menu select “tools” and then AutoRootUpdate.
    3. Change the setting to ‘Disabled’ . (Yes ‘Disabled’). Problem solved

AshC's avatar
AshC
Retired GoTo Contributor
6 years ago

Hi,

I apologize for the ongoing issue there.

 

If the suggested workaround does not work, I expect a permanent solution from our developers in the near future.

Thanks for your patience.

brianmiller_tui's avatar
brianmiller_tui
Visitor
6 years ago

Have there been any updates for this issue. I am getting the same error message and have been unable to install the application to have remote support from a vendor.

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 years ago

    Hi,

     

    I apologize for the frustration that this issue has been causing you. We have tried unsuccessfully to recreate the issue internally but what we believe what is happening is Windows is unable to update it's internal certificate revocation lists for some reason and sees the existing database as invalid. Unfortunately, there are a number of things that could cause this (firewalls etc), so it might not be the same for each of you.

     

    You should be able to verify this by inspecting the downloaded file as described here: https://www.sslsupportdesk.com/how-to-verify-a-digital-code-signing-signature-in-windows/  

     

    The workaround currently is to use the standalone Customer app: https://support.logmeininc.com/gotoassist-remote-support/help/use-the-gotoassist-customer-attended-standalone-application-single-executable-for-windows-g2ars050032 

     

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

    The issue has been identified as being caused by Windows Error Code - 0X800B010E.

    Our Engineering Team is evaluating if there is any possible fix on our side to get around the Windows error.

     

    As a workaround, we have noted that uninstalling everything 'GoTo' related, and then downloading the desktop standalone app should work.

     

    • KevinOBWan's avatar
      KevinOBWan
      New Member
      6 years ago

      Hi Ash,

      Thanks for the reference to the MS error code.  After ensuring that the time on the remote PC was correct, we ran a SFC /scannow on it (recommendation from the MS KB), which found no issues, but apparently reset the certificate database that the installer took issue with enough that the next time the opener ran, it completed successfully without having to scrub everything GTA off the PC and install the standalone.

       

      We will try this on another victim to see if this is a valid workaround/cure, but so far, we are good.

      • goflyers215's avatar
        goflyers215
        New Member
        6 years ago

        having the same issue. tried sfc /scannow and tried to  DigiCert SHA2 certificate. Neither option worked.

         

        what's the issue and how to fix it?