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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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. This change is aimed at increasing the connection speed and availability of your computers, but this one-time large-scale maintenance activity may cause about 5% of machines to go offline or not be connectable. Following is the remedy to get them back online and connectable.
- Restart the GoToMyPC services on the host computer. Give it 5-10 minutes to come online and then try connecting.
- If restarting the service does not resolve the issue, reboot the host computer. Give it 5-10 minutes to come online and then try connecting.
- If both of the above have not worked the next option that can be tried is uninstalling and reinstalling GoToMyPC on the affected computer.
We understand that it's not the best experience and we sincerely apologize for the inconvenience caused, however, we are looking forward to your support while we are upgrading our hardware capacity to serve you better.
[Old update posted on Jan-22-2023 2:22 PM EST ]
The below update is no longer valid and you do not need to try the IP address fix suggested below. Thank you for being welcoming and supportive GoToMyPC customers. We appreciate your help and patience.
In order to provide more reliable and faster connections. GoToMyPC is doing some major maintenance this weekend and needs support from you all.
This change is aimed at increasing the connection speed and availability of your computers,
but this one-time large-scale maintenance activity may cause about 5% of machines to go offline or not be connectable.
Following is the remedy to get them back online and connectable.
- Restart the GoToMyPC services on the host computer.
- If restarting the service does not resolve the issue, reboot the host computer.
- If neither restart of service or reboot resolve the issue,
- Please download this file
- Please note that it needs to renamed back from "PollServerIPPollServerIP V2.reg.pdf" to "PollServerto PollServerIP V2.reg"
In case after downloading, you do not see the file name as PollServerIP V2.reg.pdf it means that you would need to change settings in Windows Explorer to show the extension of files.
Here is how you can change that setting.
https://www.youtube.com/watch?v=z5FBLAagPIc
https://www.youtube.com/watch?v=F9nBdkg35nA
We sincerely thank you for your trust in GoToMyPC, and for your support and patience in making GoToMyPC faster and more reliable through this maintenance.
FAQ
Q: What this file does? can it harm my computer?
A: The file can be be opened in any text editor and its contents can be verified/reviewed.
It's a registry file which modifies only the GoToMyPC related registry value.
Q: What exactly this registry files does?
A: After this maintenance , you host computer needs to be reaching out to new ipaddress of GoToMyPC servers. While 95% of host machines are already able to reach to new ipaddress, about 5% machines are still referring to old ipaddress, causing them to be offline or have connection issues. Running this registry file will manually fix that issue by replacing old ipaddress with new. and its all related to GoToMyPC registry settings.
This registry file will not modify any other software or Windows settings.
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
- 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.
- 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.
- Check your computer's status again and try connecting.
My host computer is available but the connection is failing
- Log in to your account at https://www.gotomypc.com/members/login.tmpl.
- On the My Computers page, find your host computer and select .
- Wait a few minutes for the computer to restart.
- Try connecting again.
- Reboot your host computer.
45 Replies
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Sincere apologies for the inconvenience caused thanks for being sporty.
Great, thank you so much for collaborating towards a fix.
We will restart all our hosts after 11 PM PST and post here if we see any issues after then.
Apologies for the inconvenience caused.
We are fixing this issue (GoToMyPC Service automatically overwrites IP-address in the registry and that too old one first).
After the fix is gone live, one of our colleagues will post an update that the change is being made and you just need to restart the computer then it should only have one IP address which is the new one (23.***.***.***).
As of now, the expected time for making this change is around 11 PM PST. If you do not hear anything on this thread, please restart your computers after 11 PM PST.
Thanks for all the support and help in making us this change.Can configuration just be changed not to pull down the faulty 216 address? This would fix it for our host PCs.
Its not working. Got anything else for the stupid mistakes the GoToMyPC engineers make ?
All our clients with 216.***.***.*** address are failing to connect.
I can remove the address and they work, but then some process runs and the address returns in the registry and the host fail to connect again.
This is still affecting the majority of our host PCs.
Please can you advise?
We added 23.***.***.*** which is a far more powerful machine to serve GoToMyPC users better.
The 216.***.***.*** is still our IP address, however, we will discontinue using it very soon.
Thanks for your observation on some gotomypc process changing the order.GTMPC Service has just restarted again and now only one entry is visible in the registry:
23.239.230.218
This is working*edit* on the test PC we're working with.
**edited**
Ping results - this is the same no matter what order the PollserverIPs are in the registry.C:\Users\ >ping poll.gotomypc.com
Pinging poll.gslb.expertcity.com [23.***.***.***] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.**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.**,?
