The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
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"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?
Hi,
The following steps will ensure that you have the required certificate installed and that it has the correct permissions enabled:
- 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.
- If you have certificate already installed, and still facing the issues then follow the below steps :
- Select Run from the Start menu, and then enter certlm.msc.
- Find DigiCert Trusted Root G4, right click on “properties”.
- 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”
- 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:
- Please download this file and run it once on the local (Client) computer that you are connecting from.
- 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.
66 Replies
Hi,
If you are still having issue after deleting the GoToMyPC folder please try rebooting your computer. The issue has been resolved from our side and deleting the folder will remove any older files that may continue to cause issues, a reboot will clear all processes in case something is stuck there. If you are still having trouble after that please call our toll-free support so one of our reps can investigate further.
I have two users still having the same issue.
Deleting the folder did not help.
Still having this problem, so I deleted the GoToMyPC folder in the app data directory. Deleting the folder did not help. Same error message.
We seem to be working now, too. Thank you.
- My NY Manhattan users report that are able to log-in as usual (two such users have reported in).
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
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.
Confirmed working again for us in the D.C. Metro Area.
Same
We're getting new errors here. It goes from 'requesting specific launch information' to 'downloading' to 'Failed to install gotomypc. please restart the download'.
