Forum Discussion

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

One user having trouble with gotomypc reconnections

I'm not really sure how to describe this exactly. One of my users has been reporting issues with getting a 'black screen' when she connects to Gotomypc- about once a week. What appears to mostly happ...
Problem
  • arifali's avatar
    arifali
    5 months ago

    Hi, 
         Apologies for the inconvenience caused due to this issue. 

    We have updated your company to the latest version of GoToMyPC released end of April 
    2024.4.4033

    Please ask the user to click on "check for update" from GoToMyPC icon in tray menu/notification area. 

    Once that's done and the issue still persists. Please send the host log as discussed in DMs. 

    We are all here to help. 

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

Thanks, Glen. Which logs should I have it gather? I'm showing 50 for the host installer, 509 for the host, and 6 for the viewer.

  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago

    The viewer logs probably aren't relevant, please zip the Host log files and email them to gotoservice at logmein dot com and I will take a look and start a ticket. Thank you.

     

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

      Glen, I"m sorry, the logs I sent you seem to have been in response to an issue two other users were having with Teams. I'll get the logs from the reconnection-affected machine tomorrow.

      • arifali's avatar
        arifali
        GoTo Contributor
        5 months ago

        Hi, 
             Apologies for the inconvenience caused due to this issue. 

        We have updated your company to the latest version of GoToMyPC released end of April 
        2024.4.4033

        Please ask the user to click on "check for update" from GoToMyPC icon in tray menu/notification area. 

        Once that's done and the issue still persists. Please send the host log as discussed in DMs. 

        We are all here to help. 

    • arifali's avatar
      arifali
      GoTo Contributor
      5 months ago

      could you please DM me the host machine name and the user's email? 

      • GlennD's avatar
        GlennD
        GoTo Manager
        5 months ago

        arifali I'll send you what I have gathered so far