Forum Discussion

arifali's avatar
arifali
GoTo Contributor
2 years ago

How to fix GoToMyPC host offline or connection issues

[Latest updates as of Jan-23-2023 1:30 PM EST ]   In order to provide more reliable and faster connections.  GoToMyPC is doing some major maintenance this weekend and needs support from you all. ...
  • GlennD's avatar
    GlennD
    2 years ago

    Hi

     

    We are aware that after our recent maintenance, some customers may still be having trouble connecting to a remote machine or the remote machine is showing as unavailable. To resolve this issue please follow the steps listed in the below article:

    My host computer is offline or unavailable

    1. Reboot your host computer.
      Note: If you are not physically by your host computer, you will need to find someone who can reboot it for you.
    2. On your client computer, check if the host computer you're trying to access is back online.
      Troubleshooting: It the host computer is still offline, please reinstall GoToMyPC on your client computer.
    3. Check your computer's status again and try connecting.

    My host computer is available but the connection is failing

    1. Log in to your account at https://www.gotomypc.com/members/login.tmpl.
    2. On the My Computers page, find your host computer and select > Restart Computer.
    3. Wait a few minutes for the computer to restart.
    4. Try connecting again.
     
     
Jinedin's avatar
Jinedin
Active Contributor
2 years ago

We have been supplied this fix in relation to this weekend's outage. 

However while running the reg file temporarily fixes connection issues, minutes later the host PCs are failing to connect again (the added registry entry is still there). 

Tested with over 20 host PCs, is there still some outage? 

 

  • MatthewF47's avatar
    MatthewF47
    Active Contributor
    2 years ago

    Not working here either, 2 host PC's

    • arifali's avatar
      arifali
      GoTo Contributor
      2 years ago

      Thank you for your patience. 
      Could you please try to ping "poll.gotomypc.com" and post here what does it show? 
      The ping won't work but at least, we will know which IP address it is referring to.  

       

       

       

      • Jinedin's avatar
        Jinedin
        Active Contributor
        2 years ago

        **edited**
        Narrowed it down - when the reg file is run the server order is 23.239.***.***,216.115.***.***
        This works.
        Then a few minutes later some gtmpc process runs and reorders the registry entry (swapping the two Poll server IPs so they are 216.**,23.** . 

        That fails. 

        If we manually swap them back, per the .REG file, and restart the GTMPC service, it then works again. 

        Is there an issue with PollServer IP 216.**,?