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J.1's avatar
J.1
Frequent Contributor
12 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
Frequent Contributor
11 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
11 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
    Frequent Contributor
    11 months ago

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