Gotomypc update leaves us unable to connect

[J.1]

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?

[KateG]

@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]

Same problem here. Several users having issues connecting since the 3601 update. Reinstalling seems to fix the issue.

[KateG]

@rickinwc sorry for the troubles, thanks for letting us know about your workaround. I shared this with out team. 

[rickinwc]

I figured out today that deleting the contents of these two directories on the user's machine:

C:\Users\~\AppData\Local\GoToMyPC\*

C:\Users\~\AppData\Roaming\GoToMyPC\*

-- followed by a restart of the GoToMyPC service on their PC fixes the issue also. A little easier than a full reinstall. 🙂

[KateG]

@rickinwc good to know and thanks! I'll share this with the team. 

[rickinwc]

More user today having this problem. You guys didn't test this new version very well apparently. Lots of my time wasted this morning. Do better next time please. 

[rickinwc]

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. 

[awphillips]

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]

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