GoToMyPC freezes on email notification

[RegerLaw]

I've heard this from two users, somewhat randomly, so not sure it's a specific user/PC issue.  Windows 10, Outlook with O365.  If the user is typing an email, and a new email comes in (they get the notification), gotomypc will freeze, and they have to disconnect and reconnect.  One reconnected, everything is fine.  Email notifications don't cause any issues when they're in the office, so it's not a PC/Outlook freezing issue, it's something that is crashing or freezing the gotomypc connection.  I'm going to have him try turning off notifications, but that's not a long term solution, he relies on those to know when emails come in.  Gotomypc is updated.  Any suggestions would be appreciated!

[bweave]

I ran into a similar issue also and narrowed the issue down to the audio notification. There seems to be a bug where sometimes when the sound channel is opened, gotomypc locks up. Investigating the log files on my system confirmed it. Disabling audio in gotomypc worked around the issue for me.

[RegerLaw]

Thanks.  That's not really an option for us, as we often need audio (voicemails to email, etc) through gotomypc.  But we have tried turning off the "play a sound" in email notifications, to see if that helps.  If they don't rely on notifications for email, I've suggested turning off the notifications entirely, but I don't know if that will work for everybody.  Which log files did you look at to confirm? 

[AshC]

@RegerLaw  @bweave  I apologize for the conflict there.  We've identified the issue and have a fix planned for version 12.1, to be released early February.  

Thanks for your patience. 

[WilsonTech]

Running 12.1.3438 and still have users reporting this issue.

[AshC]

@WilsonTech  I'm unclear what the problem would be with the newest GoToMyPC build, though we are happy to help investigate further.  If you have access to one of the affected Host PCs, please be prepared to gather local log files for a Customer Support case that will take a few minutes to document. 

[RegerLaw]

Just got an email from the user who was having this issue, and he said it happened again.  He's having some other issues, too.  I'll probably try to do a reinstall of gotomypc on his computer as soon as I can manage it, but figured I'd report it, at least.

[AshC]

Thanks @RegerLaw 

Please let us know how the host responds after the re-install. 

[RegerLaw]

Seems that we've cleared up his other issues, but he says the problem of freezing when a notification comes in is still happening occasionally.  He's going to double check to make sure he's turned off the audio notification, but I thought that had been fixed.  Any other suggestions?

[AshC]

@RegerLaw  I'm honestly not sure what would be causing the connection problem when email notifications arrive, as we have not been able to recreate this experience on the newest build.  The windows event logs may need to be checked to see what the systems is doing at the time of incoming emails.  Can you call into Support when the Host PC is available to gather more info?