Forum Discussion

J.1's avatar
J.1
Contributor
3 years ago

Gotomypc update leaves us unable to connect

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...
  • KateG's avatar
    KateG
    3 years ago

    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.

     

awphillips's avatar
awphillips
Active Contributor

Same here. One last week, and one just now. Tried the workarounds mentioned, but we had to reinstall which is a pain because of our security layers.

KateG's avatar
KateG
GoTo Manager
3 years ago

rickinwc, awphillips thanks both for your reports. Our team is currently reviewing customer logs. I will keep this thread posted. 

  • KateG's avatar
    KateG
    GoTo Manager
    3 years ago

    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.

     

    • rickinwc's avatar
      rickinwc
      Active Contributor
      3 years ago

      Thanks for the update. Really appreciate that this is being addressed.

      • eric24's avatar
        eric24
        Active Contributor
        3 years ago

        Actually Logmein's decision earlier this year to prevent manual updates is the real culprit here. 

         

        form the change log 5-9-2022:

        • "We removed the 'Ask me for install update' checkbox to introduce the automatic update feature for GoToMyPC for every user regardless of their subscription plan."

        If Logmein wasn't aggressively pushing these updates out whenever they feel like it and instead let the customer decide when to update we wouldn't have these unexpected outages.

         

        Please restore the checkbox to allow manual updates. 

         

        Thank you.