Forum Discussion

J.1's avatar
J.1
Contributor
2 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 actual connection. The problem is resolved by an admin RDP'ing into the affected machine and restarting the Gotomypc service.  This happened to at least four people on Friday and so far this morning there have been three, perhaps four, more. One user checked his event logs on Friday and found an installer event that indicated Gotomypc had attempted to update and then appeared to no longer have an agent present on the system. When he rebooted his PC, Gotomypc came back and connected successfully. How do we fix this and/or prevent it from happening again?

Problem
  • KateG's avatar
    KateG
    2 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.

     

  • awphillips's avatar
    awphillips
    Active Contributor
    2 years ago

    Same here. One last week, and one just now. Tried the workarounds mentioned, but we had to reinstall which is a pain because of our security layers.

    • KateG's avatar
      KateG
      GoTo Moderator
      2 years ago

      rickinwc, awphillips thanks both for your reports. Our team is currently reviewing customer logs. I will keep this thread posted. 

      • KateG's avatar
        KateG
        GoTo Moderator
        2 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
    2 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 Moderator
      2 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
        2 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 Moderator
    2 years ago

    J.1 In order to take a closer look, could you please send us the event logs? I'll send you a message with the information needed.