Forum Discussion

J.1's avatar
J.1
Contributor
4 years ago

"A required certificate is not within its validity period" - eight or more users can't connect

I am being blitzed by emails from my users, all reporting that they are getting the following message.

 

"GoTo Opener encountered an error: 

 

A required certificate is not within its validity period when verifying against the current system clock or the timestamp in the signed file. Failed to download GoToMyPC from our servers."

 

I will be contacting customer support as soon as I can get the get-help page to actually let me contact a human being, as the page keeps saying "oh, don't you want to look up another resource instead?", but in the meantime how the hell do I get my investment team connected again?

  • GlennD's avatar
    GlennD
    4 years ago

    Hi,

     

    The following steps will ensure that you have the required certificate installed and that it has the correct permissions enabled:

     

    1. Navigate to this verification page. If the page doesn’t load, that means they do not have Digi cert on the machine. You can download the  root cert at DigiCert (DigiCert Trusted Root G4, DER format, parent web page link ) and install it by choosing local machine as option.
    2. If you have certificate already installed, and still facing the issues then follow the below steps :
    1. Select Run from the Start menu, and then enter certlm.msc.
    2. Find DigiCert Trusted Root G4, right click on “properties”.
    3. Select third radio button (Enable only for the following purposes) under “Certificate purposes”, and check “Server Authentication”, “Client Authentication”, “Code Signing”, “Secure Email”, “Time stamping”
    4. Click on apply.

     

    Once you have completed these steps, sign into your GoToMyPC account and try to connect to your Host computer.

     

    EDIT -  Including info from follow up posts later in this thread:

     

    We have developed an executable for those customers still having issues after the fix was released:

     

    1. Please download this file and run it once on the local (Client) computer that you are connecting from.
    2. Sign into your GoToMyPC account and connect to Host as you always do.

    If you are not using MFA or SSO on your account you can also download the GoToMyPC client-app and connect to host computer using client app.

     

    If you are still unable to connect after doing this, please give our toll-free support a call and they will assist further. 

     

  • jskinnerjr's avatar
    jskinnerjr
    Active Contributor
    4 years ago

    Same here in VT, all of our users stopped being able to login around 8am.

    • J.1's avatar
      J.1
      Contributor
      4 years ago

      One of my users reports that he tried changing the time on his machine to 11/2/2021 and was able to connect in the meantime, for whatever that's worth.

  • InkMing's avatar
    InkMing
    Visitor
    4 years ago

    Having the same issue as well. Looks like we sit and wait for now until they resolve this issue.  Glad to see we aren't the only ones.

    • jskinnerjr's avatar
      jskinnerjr
      Active Contributor
      4 years ago

      Yuppers! Still down over here, 1 hour-ish later. 30 ish users unable to get connected so they can work.

       

      I appreciate that their support hold music is the blues, almost feels like its mocking me. 

       

       

  • awphillips's avatar
    awphillips
    Active Contributor
    4 years ago

    Seems fixed, but I believe the variable in the status update is incorrect. If you are still having a problem and need to delete the folder they mentioned, I believe the correct path is %USERPROFILE%\appdata\Local\GoToMyPC.

    In other words c:\users\username\appdata\Local\GoToMyPC where username is the logged in user.

  • awphillips's avatar
    awphillips
    Active Contributor
    4 years ago

    Busy signal while trying to get to support - I'm sure they are slammed - but at least they could update the status page!

    • J.1's avatar
      J.1
      Contributor
      4 years ago

      I was wondering if anyone was going to acknowledge this on the status page.

      Nobody's responded to my tweet about this, either. Why do they bother saying "questions? contact Global Customer Support or tweet to us @gotomypc" if nobody's monitoring or responding?

       

      At least the computer clock change has people on my end able to connect for now.

      • J.1's avatar
        J.1
        Contributor
        4 years ago

        Ah, they updated the status page.

         

        Investigating - We are actively investigating reports that GoToMyPC customers may be experiencing issues when trying to initiate new sessions via the web. However, in-flight sessions are not impacted.

        Our engineers are working to resolve the issue and will provide another update shortly.

    • GlennD's avatar
      GlennD
      GoTo Manager
      4 years ago

      The status page has been updated and service should now be restored for all customers. 

       

      Our engineers have corrected the issue and we are confirming that all services are functional. In case you are still unable to start new sessions, please delete the GoToMyPC folder in the app data directory: %appdata%\Local\GoToMyPC 

       

      Open Windows  Explorer > C drive > Users > Your User Name > App Data > Local > GoToMyPC 

       

       

      • JAE2's avatar
        JAE2
        Active Contributor
        4 years ago
        My NY Manhattan users report that are able to log-in as usual (two such users have reported in).
    • J.1's avatar
      J.1
      Contributor
      4 years ago

      We seem to be working now, too. Thank you.

      • MSandeen's avatar
        MSandeen
        Visitor
        4 years ago

        Still having this problem, so I deleted the GoToMyPC folder in the app data directory. Deleting the folder did not help. Same error message.

    • GlennD's avatar
      GlennD
      GoTo Manager
      4 years ago

      We apologize for any frustration. Our engineers continue to work actively on the fix. We expect this issue to be resolved by next 1-2 hours and will provide another update when it is available.

      Updates are posted to our status page https://status.logmeinaccess.com/  

       

  • BamaAce300's avatar
    BamaAce300
    New Contributor
    4 years ago

    This is the new error message I'm getting this morning. Had the same issues that others had yesterday, and the suggested fixes did nothing. Any help would be appreciated.

      • karlr's avatar
        karlr
        New Member
        4 years ago

        Same thing, all from Windows 7 PC's though which I know are not supported by Windows.

        I've tried re-installing the MicrosoftRootCertificateAuthority2011.cer  which was the fix for when you get this error installing .Net framework.

        Tried all 3 browsers, it seems the goto connector just doesn't talk to the servers anymore, or trust them.

        UK.

  • awphillips's avatar
    awphillips
    Active Contributor
    4 years ago

    Moderators,

    A user called support and they helped her resolve her login issue. However, she has no idea what they did. I asked support and they just sent me the troubleshooting steps. Can someone check on case 16323796 and give me the details? Or is there as way for me to look at our company's cases?

     

    Thank you,

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

      Hi awphillips 

      After reviewing this case it appears related to a recent service disruption with GoToMyPC.  The issue was related to a certificate conflict, which our engineering team has fully resolved now.  Let me know if you need any additional information by clicking my name, to send a private message through the Community. 

      • smurphy2131's avatar
        smurphy2131
        New Member
        4 years ago

        Just happened to us this morning.  Running Goopener.exe did resolve the issue however but thought it prudent to notify that this is still occurring.....