Forum Discussion

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' o...
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 unfortunately, Windows won't download or install the out-of-date .NET version even when I run it with my admin credentials. If you or anyone else can help me get those logs without having to convince Microsoft that outdated .NET is necessary I'll happily send them to my actual tech.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

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

    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.

    • 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/

      • 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.

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