Forum Discussion

J.1's avatar
J.1
Contributor
7 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...
  • arifali's avatar
    arifali
    7 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

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
7 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
    7 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
      7 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
    7 months ago

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

    • GlennD's avatar
      GlennD
      GoTo Manager
      7 months ago

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