Forum Discussion

J.1's avatar
J.1
Contributor
3 months ago

Multiple users having GTMPC connection issues

First one:  User connects to new Windows 11 machine, enters access code, gets a Gotomypc window that is black and does not expand to full size. Nothing happens. The PC is active and users are able to remote desktop into it without issue.

We have uninstalled the Gotomypc client, rebooted the computer, downloaded a new version of the executable, installed it, configured it, and attempted connection again. We still get a black window that hasn't expanded all the way.

We have turned off the AV and firewall software on this machine and tried to connect. We still get a black window that hasn't expanded all the way. 

 

Second one: User gets disconnected from GTMPC, attempts to reconnect, gets the black window. Machine is accessible via RDP. After rebooting his machine he is able to connect to GTMPC again.

Third one: User is disconnected from GTMPC and attempts to reconnect never go through. Error message is 'a connection could not be established'. Machine is accessible via remote desktop. We are currently rebooting this machine.

  • J.1's avatar
    J.1
    Contributor
    3 months ago

    User 3 was able to connect after the reboot.

     

    User 1 was on version 24.9.4154 when the problems started. the download we got from the Gotomyc site appears to be a much older version. neither one works.

  • J.1's avatar
    J.1
    Contributor
    3 months ago

    After speaking with a Gotomypc tech and applying several optional firmware updates (we had already applied regular Windows updates and drivers) to user 1's machine, we now get a Gotomypc connection that takes us to the Windows login prompt. This is fine.

     

    However, we do not usually have three users all have connection problems on a single day. Our help desk just got a complaint now that a fourth user was disconnected from Gotomypc and can't get back in so I"m going to restart her, but we would like to know why so many users are experiencing disconnects without being able to reconnect.

  • J.1's avatar
    J.1
    Contributor
    3 months ago

    not sure why that reply posted twice, sorry

    • KateG's avatar
      KateG
      GoTo Manager
      2 months ago

      Hi J.1 apologies for the delay in response, I'm not sure why this wasn't seen. 

       

      I don't see any service disruptions on 10/17 or 10/18 and It's difficult to determine what may have occurred without looking deeper into the situation. I do see that you reached out to support and the issue is now resolved. You may want to review this article on Why am I experiencing connection problems from my host computer.