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

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. 

       

      • rickinwc's avatar
        rickinwc
        Active Contributor
        3 years ago

        This update also seems to be wiping out the C:\Program Files\GoToMyPC folder, leaving it completely empty in some cases, so the previously mentioned clearing of cache files and restarting the service doesn't work in all cases. In those cases, only a reinstall works.