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Tony891's avatar
Tony891
New Contributor
3 years ago

Log in not asking for New Access Code

user has changed there access code and they are trying to connect to there computer but it doesn't ask for the access code, they keep getting an error saying 'GoToMyOC has encounted a problem and nee...
KateG's avatar
KateG
GoTo Manager
3 years ago

Hi Tony891 welcome to the GoTo Community. Are you certain it's the access code causing the issue? The error message typical means GoToMyPC is not running properly on the host computer. You can try the following to correct:

 1.

  1. Locate the GoToMyPC icon in the system tray
  2. Right click on the MYPC icon and select Quit
  3. Click Yes
  4. Click Start
  5. Click Run or click in the search box
  6. Type services.msc and press enter
  7. In the list of services locate the GoToMyPC service
  8. Right click on the GoToMyPC service
  9. Select Start or Restart

or

2.  Reinstall GoToMyPC software on Host machine

Tony891's avatar
Tony891
New Contributor
3 years ago

Hi KateG

 

Thank you for your reply,

 

We have tried re-starting and re-installing GoToMyPC but we still have the problem. If i try to log in from another computer everything is fine, even logging in to the computer with the problem as a local user it works fine.

 

It looks like something is corrupted with his user and it is refusing to re-ask the access code.

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    In case anyone wants to clear a saved access code:

     

    Clear saved access code

    1. Once connected to your host computer, click Tools in the top menu of the viewer.
    2. Click Ask Access Code Again.
    3. The next time you connect to that host computer, you will be prompted with the access code window.

     

    • Tony891's avatar
      Tony891
      New Contributor
      3 years ago

      Hi GlennD

       

      Thank you for your reply and sorry for not getting back sooner as I have had a week off.

       

      I believe we tried this and it didn't work but can give it another go to make sure.

      The problem seems to be specific to that one user on that computer, any other user on the laptop or any other computer can get in fine, is there a file that can be deleted from the user on the laptop that will force it to ask for the access code?

       

      Thanks