Forum Discussion

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

Gotomypc update leaves us unable to connect

Since sometime late last week, multiple users at my organization have reported their machines either showing up as offline in the Gotomypc connect window or as visibly online but refusing to allow an...
  • KateG's avatar
    KateG
    3 years ago

    Hi all - With the help of some log files we have identified that a recent Windows 10 and 11 update is the cause of this issue.  When the GoToMyPC software tried to update recently some Host PCs failed to install the update successfully. Reinstalling the Host software will correct the issue. We apologize for the inconvenience and are working on a fix so that future updates will be successful.

     

rickinwc's avatar
rickinwc
Active Contributor
3 years ago

Same problem here. Several users having issues connecting since the 3601 update. Reinstalling seems to fix the issue.

  • KateG's avatar
    KateG
    GoTo Manager
    3 years ago

    rickinwc sorry for the troubles, thanks for letting us know about your workaround. I shared this with out team. 

    • rickinwc's avatar
      rickinwc
      Active Contributor
      3 years ago

      I figured out today that deleting the contents of these two directories on the user's machine:

       

      C:\Users\~\AppData\Local\GoToMyPC\*
      C:\Users\~\AppData\Roaming\GoToMyPC\*
       
      -- followed by a restart of the GoToMyPC service on their PC fixes the issue also. A little easier than a full reinstall. 🙂
      • KateG's avatar
        KateG
        GoTo Manager
        3 years ago

        rickinwc good to know and thanks! I'll share this with the team.