Since sometime late last week, multiple users at my organization have reported their machines either showing up as offline in the Gotomypc connect window or as visibly online but refusing to allow an actual connection. The problem is resolved by an admin RDP'ing into the affected machine and restarting the Gotomypc service. This happened to at least four people on Friday and so far this morning there have been three, perhaps four, more. One user checked his event logs on Friday and found an installer event that indicated Gotomypc had attempted to update and then appeared to no longer have an agent present on the system. When he rebooted his PC, Gotomypc came back and connected successfully. How do we fix this and/or prevent it from happening again?
Solved! Go to Solution.
Hi all - With the help of some log files we have identified that a recent Windows 10 and 11 update is the cause of this issue. When the GoToMyPC software tried to update recently some Host PCs failed to install the update successfully. Reinstalling the Host software will correct the issue. We apologize for the inconvenience and are working on a fix so that future updates will be successful.
@J.1 In order to take a closer look, could you please send us the event logs? I'll send you a message with the information needed.
@rickinwc sorry for the troubles, thanks for letting us know about your workaround. I shared this with out team.
I figured out today that deleting the contents of these two directories on the user's machine:
@rickinwc good to know and thanks! I'll share this with the team.
This update also seems to be wiping out the C:\Program Files\GoToMyPC folder, leaving it completely empty in some cases, so the previously mentioned clearing of cache files and restarting the service doesn't work in all cases. In those cases, only a reinstall works.