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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 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?
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.
12 Replies
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.
Thanks for the update. Really appreciate that this is being addressed.
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, awphillips thanks both for your reports. Our team is currently reviewing customer logs. I will keep this thread posted.
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.
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.
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.
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. 🙂
