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

Three users got black screens when trying to connect to Gotomypc

Last week three of my users got stuck in a situation where they were disconnected from Gotomypc and upon tryin to reconnect, either got 'a connection could not be established to your host computer' or else were taken to a black screen after inputting their access codes. The machines were all up, running, and on our network. I had to remote desktop into these machines and reboot them before Gotomypc would let them connect.

I have a case number open about this, but the case is stalled. We were trying to use Goto's log gathering utility and the program demands that we install .NET 3.5 on our computers. This is an outdated version of .NET and our users' desktops will not download or install it. We would like to get SOME kind of an answer out of Goto about what is going on, but our machines (a mixture of Windows 10 and Windows 11) can't run your log zipping software, so what's our next step?

It's starting to be a real problem to have to reboot people's computers to get them to connect at all. We cannot afford to lose this much time on a regular basis.

8 Replies

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

    Thank you. I have pulled, zipped, and uploaded these log files to the ticket I have open.

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

    Thank you. I have pulled, zipped, and uploaded these log files to the ticket I have open.

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 months ago

    J.1 Log can be manually retrieved from:

     

    Host Logs :
    Windows : C:\ProgramData\LogMeinLogs\GoToMyPC\
    MAC : /Library/Logs/com.logmein.GoToMyPC/


    Viewer Logs :
    Windows : C:\Users\<username>\AppData\Local\Temp\LogMeInLogs\GoToMyPC\
    MAC : ~/Library/Logs/com.logmein.GoToMyPC/

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    Hi J.1, 

    Here are the instructions to pull manually: 

    1. Go to Windows search bar
    2. Type %programdata%
    3. Click the 'LogMeInLogs' folder
    4. Right click the 'GoToMyPC' folder and send to compressed zip file
    5. Share the zipped file
  • J.1's avatar
    J.1
    Contributor
    3 months ago

    Thank you. 

    I was able to get one user's computer to run the log grabber software, but aside from turning the windows cursor into a circle briefly, it didn't seem to do anything. I can't find a zipfile of logs anywhere on that computer. If we can pull these logs manually I will happily do that for you on all the affected machines.

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    J.1

    I appreciate the additional context. I'm checking for instructions on pulling the logs manually. Thanks for your patience. 

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

    Sorry I didn't reply sooner, I was on vacation for the holiday.

    I currently have a ticket open regarding this issue. At the moment I'm running afoul of a problem with the gotomypc log grabbing utility. Trying to run it on my users' PCs informs me that I have to install .NET 3.5 in order for the log grabber to work. unfortunately, Windows won't download or install the out-of-date .NET version even when I run it with my admin credentials. If you or anyone else can help me get those logs without having to convince Microsoft that outdated .NET is necessary I'll happily send them to my actual tech.

     

    Thanks.

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    Hi J.1 ,

    I apologize for the delay. I'm not currently aware of issues with black screens affecting GTMPC, are you still having issues? I can look into getting the case escalated for you. Thanks for your patience.