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buruhazard
New Contributor

GoToMyPC on Windows Server just stopped working

Hello!

 

We have a Windows Server 2019, using for file share and basic domain control.  We have GoToMyPC installed on it for a year. It's worked fine for a year! We did NOT installed anything new, or changed settings, but out of nowhere is just stopped working! I reinstalled multiple times (with uninstalling and manually deleted all leftover files). Also tried it without firewall, but no luck. As I mentioned it just worked for a year.

 

So when I start GoToMyPC either from shortcut direct from the exe if appears next to the clock for a second with a yellow exclamation mark on it, when I roll over with the mouse, the icon disappears and also the processes in the task list. (I managed to move close and the pop up menu showed: "Initializing...")

 

The server's event log did the thing and it logged the issue, but not much information over there. Here it's the full log:

 

Faulting application name: g2tray.exe, version: 11.5.0.3142, time stamp: 0x603d4f1b
Faulting module name: g2tray.exe, version: 11.5.0.3142, time stamp: 0x603d4f1b
Exception code: 0xc000041d
Fault offset: 0x000582e4
Faulting process id: 0x1cc8
Faulting application start time: 0x01d71bb33e288a5b
Faulting application path: C:\Program Files (x86)\GoToMyPC\g2tray.exe
Faulting module path: C:\Program Files (x86)\GoToMyPC\g2tray.exe
Report Id: a0695619-f79e-436a-afa5-f5be06286678
Faulting package full name:
Faulting package-relative application ID:

 

As I mentioned:

-No changes on that computer. -Already reinstalled multiple times. -Checked all the resources how to fix problems with GoToMyPC.

 

But over here I think something else went wrong.

 

 

30 REPLIES 30
AshC
GoTo Moderator

Hello all,

While we have a newer version coming out this week to resolve the problem, currently the only way to fix this on a downgrade request would be a full re-install of the application. 


Ash is a member of the GoTo Community Care Team.

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AshC
GoTo Moderator

@mgraham49  I apologize for the difficulty there.  We have a permanent fix coming in about 2 days that you can update to. 

 

If you need a more immediate fix, then Customer Support can temporarily downgrade that Host server's build, and a full re-install may be necessary.


Ash is a member of the GoTo Community Care Team.

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cfowler
Active Contributor

Hi csteph195,

No this cannot be done via RDP, you need a console connection - IE vSphere / similar or physical console access.  RDP connections won't show the tray icon - to the best of my knowledge.

adidasnmotion
New Contributor

We're having the same issue.  Was the update released today as planned?  How can I get the update?

sshick
New Contributor

I uninstalled by previous version and when I reloaded I got the updated version 11.4.3068.  I've tested on all my servers and a reboot does not kill the service like before.  

adidasnmotion
New Contributor

Just gave that a shot.  Unfortunately I'm still getting the same version: 11.5.3142.  Did you have to call support first to get them to downgrade your version?

sshick
New Contributor

I had contacted them about downgrading my account but I don't think they every did.  The announcement of the upgraded version came out first so I just tried re-installing and I got the new version.  I never did heard anything that they had down graded my account. 

cfowler
Active Contributor

Still getting the same version here as well, 11.5.0.3142.  Could be regional delay.  I did contact support last week and it was very poor support.  I asked to have the call escalated and was told no problem a supervisor would contact me within 24-48hrs.  That was last Friday, still no contact / follow-up as of today.

 

The only way support can downgrade a client remotely or automatically is if the client is running.  If the client won't run, it'll never know there's an update (beit to upgrade or downgrade).  When they do provide a resolution and offer the new client, this would still be a manual process, since the broken client won't stay running.

 

Best of luck,

 

CF

cfowler
Active Contributor

Just want to say thank you for your post, it saved me a great deal of time in troubleshooting!

 

CF

SimonZ
New Contributor

I have the same issue, all servers are unavailable.

Faulting application name: g2tray.exe, version: 11.5.0.3142, time stamp: 0x603d4f1b
Faulting module name: g2tray.exe, version: 11.5.0.3142, time stamp: 0x603d4f1b
Exception code: 0xc000041d
Fault offset: 0x000582e4
Faulting process id: 0x3ed8
Faulting application start time: 0x01d72d66c03f8d21
Faulting application path: C:\Program Files (x86)\GoToMyPC\g2tray.exe
Faulting module path: C:\Program Files (x86)\GoToMyPC\g2tray.exe
Report Id: fe482f03-9959-11eb-80da-ac1f6bdaa1c7
Faulting package full name:
Faulting package-relative application ID: