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 pe...
  • 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. 

     

awphillips's avatar
awphillips
Active Contributor

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.

    • mikesaroyan's avatar
      mikesaroyan
      Active Contributor
      4 years ago

      Where do you check for status?

      I waited on hold with support for over an hour and hung up.

       

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

        https://status.logmeinaccess.com/

         

        Be aware that it took them 30+ minutes to say 'hey, we're getting reports that some users have problems' this morning. It can be a while before they update it.

         

  • JAE2's avatar
    JAE2
    Active Contributor
    4 years ago

    Around 8am, our users began to receive the A required certificate is not within its validity period. We are in NYC Manhattan.