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...
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.