Forum Discussion

StrumIT's avatar
StrumIT
Active Contributor
3 years ago

Users having issues connecting

I have about 20-30 users at my site all using GTMPC. It seems as of this week they all are having issues connecting. When the users does get connected they report no issues of degraded performance.

Any thoughts?
  • AshC's avatar
    AshC
    3 years ago

    Hi everyone,

    This issue appears to have been server related, and from all reports is fully resolved now (with all software versions).  Please let us know if problems persist though, as we'll be monitoring closely. 

     

    Thanks for your patience. 

  • RegerLaw's avatar
    RegerLaw
    Active Contributor

    I've had a couple of complaints today, one said for most of the week he's had to try several times to get logged in.  Another has been getting 'there may be an issue with your host computer' messages on and off (repeated attempts will finally connect).  I tend to assume home internet issues or something bogging down the host, but when it's a few people, it starts to sound systemic...

    • StrumIT's avatar
      StrumIT
      Active Contributor
      Yeah! I’m in the same boat. I usually just write it off, but something is going on for the consistency of these issues. The same as your experiencing also. It’s on connection, fine when connected
  • StrumIT's avatar
    StrumIT
    Active Contributor
    Hey all!

    Not sure if you guys will receive this reply. I was on with support for about 2 hours this morning and they are now aware of the problem and working on a patch. I have informed them of the issues being at other sites and will update you guys again here when they fix the issue! If they don’t deploy the update program wide.
    • AdminLife's avatar
      AdminLife
      Active Contributor

      StrumIT  Thanks for the update. I also direct messaged GlennD to see if they could get some eyes on this discussion. Hopefully we get a fix soon. Fingers crossed.

  • crmm's avatar
    crmm
    Active Contributor
    I logged in here to see if others were having the same issue. Anyone talked to support? I didn't have time to sit in queue
    • StrumIT's avatar
      StrumIT
      Active Contributor
      So are your users having the same issue also? If so I’ll also contact support this evening to report the issue.
      • crmm's avatar
        crmm
        Active Contributor

        Yes, one user we uninstalled and reinstalled on host.  Other users lose connectivity and say it can take up to 1/2 hour to reconnect and then have sluggish performance. 

        We've run troubleshooting and connection wizard and no results.  They are on different ISPs too.

  • AdminLife's avatar
    AdminLife
    Active Contributor

    Same issues. 100+ users and this entire week I get a handful of incidents every day where they can't connect. If they keep trying it eventually goes through, but some are retrying for 30 minutes, which is pretty bad. Sometimes I'll try to re-start the service by quitting from the notification tray and then re-opening from the start menu, but then the notification tray icon has the exclamation point and says the host is unauthorized. It'll eventually get to a ready status if I let it sit long enough or re-start the machine. Not sure if any of this has to do with the maintenance event that happened last weekend but this is getting very frustrating. I'm being told I may need to look for another solution, i.e. a different vendor.

    • StrumIT's avatar
      StrumIT
      Active Contributor
      I’m having the same issue… and I fear I’m going to get the same push back from shareholders with about 65 total licenses in use.. I have a case started that I’m going to call in with tomorrow. I will update this thread with anything I find out from them.
      • AshC's avatar
        AshC
        Retired GoTo Contributor

        StrumIT  AdminLife  crmm  RegerLaw   I apologize in the delay to identify this one.  

         

        While we work towards the full resolution, besides downgrading the Host build, users can also try this workaround: 

        1. Try using the reg key updater (attached) on any affected machines
        2. Restart the GoToMyPC service and reattempt connection
        3. If still having issues after steps, please reboot the host computer and try connecting again