More than half my org's computers 'unavailable' as of 5:41 AM EST

[J.1]

I got a message this morning  from a user whose machine showed as unavailable when she tried to log in. When I connected to the Gotomypc account for my org more than half of our computers were also unavailable, all of them as of 5:41 or 5:42 AM EST.  Upon examination they have the Gotomypc service running, but stopping it and restarting it did not change their status. I had to uninstall Gotomypc from one of them and reinstall it entirely in order to get Gotomypc to work again.

Both the machines that are available and the machines that are not are running Gotomypc version 12.6.3626. One of the machines that shows up as available has 12.4.3551 still installed. However, one of the Unavailable machines is running version 12.6.3601. All of these machines are accessible via remote desktop within the organization and can be pinged. All other services are normal. It is only Gotomypc that does not connect.

It is worth noting that yesterday we had two user machines show up as Unavailable even though they were running the Gotomypc service, and restarting the service did not help then, either. We had to uninstall and reinstall them.

Is this due to last night's maintenance window or is there just something wrong with Gotomypc's most recent agent software? If this had happened during the work week it would present a MASSIVE problem, so we need to know exactly how far we can trust Gotomypc to actually keep working.

[J.1]

I have been uninstalling and reinstalling the agent on several of our machines, but in the process it appears that a number of other machines have spontaneously become 'available' again without my access or intervention. This is appreciated but not helpful in terms of dealing with this issue overall.

[J.1]

In the remaining time it took to uninstall and reinstall Gotomypc on two of the affected computers, the remainder showed up as available.

[KateG]

@J.1 thanks for the updates on the status here and sorry for the frustration. This appears to be a result of a maintenance check, once it was identify it was resolved. 

[TechieForYou]

I am certain our accounting practice is having the exact same problem (I work for your customer Steven Chamoff of Steven Chamoff & Co Inc, ) - (edited for privacy GlennD)

There is a 22min login from "Ashburn", which is unfamiliar to me. This was sloppy work by GoTo that has caused me to waste much time and be unable to do what I need. I followed the instructions for things I can do myself to fix it, which didn't work. I got a phone support case # and called, but they had to call me back and never did.

Please fix the damage from this maintenance check ASAP. It's been 60hrs.

[KateG]

@TechieForYou Sorry to hear you are still having issues, I'm sure it's frustrating. The maintenance and outage that followed has been resolved. I do see that our support team has called back and requested a follow-up call with you. If you are still experiencing the issue can you let me know what if any error messages there may be? Are the still 'unavailable' what sort of troubleshoots have you done. Thanks. 

[TechieForYou]

Our PCs in NY are still unavailable. I am in FL temporarily. I guided my wife and mother-in-law through restarting those computers, closing and restarting the GoToMyPC software, and reinstalling the GoToMyPC software. None of these made the PCs available again after whatever happened due to GoToMyPC's 12/17 maintenance. The computers were working fine otherwise and had internet access when I guided them through those things.

We re-installed on only one of the PCs, and it did not seem to go as smoothly as it should have, but it is on there and the PC is re-added to our computers on your website. We got a message about Windows installer and I believe the GoToMyPC software says it is unregistered, even though I have entered the registration info.

I installed TeamViewer as a temporary solution for remote access, and was able to get to both PCs using that. Although later the PC on which we had re-installed GoToMyPC can't be reached by TeamViewer either. Something must have happened afterwards, something is up with that one and I assume it will need in-person attention.

Maybe the support team did call back later as they said they would but nobody could pick up, they are occupied with a family emergency. If I need to be in front of those PCs and receive a call from support, I imagine that can happen later this week.

[GlennD]

Hi @TechieForYou, 

I think your issue may be related to something else. After the scheduled maintenance there was a short period of time when there were some connection issues due to a sudden influx of update and connection requests, Hosts were not made offline/unavailable.

Given what you have tried already and what information we have, I suspect your issue is related to GoToMyPC build #3601 which was failing to update successfully because of a change recently made in Windows.  We released a new build  #3626 which addresses the change in Windows. If you would like to click on my username and send me a private message with the email address associated with your GoToMyPC account I can confirm if you are set to receive build #3626 or not.

[TechieForYou]

The computer I can access via TeamViewer already has version 3626 but is saying "Disconnected from Internet" when it is not.

[GlennD]

Thanks, I see that also after looking at the account. The Host software is unable to reach our servers (which are up), so I would try running our Connection Wizard on them to see if that clears the issue or shows where the connection is being blocked.

After the Connection Wizard has run, if you click on "I still have problems" you can access the Wizard Report, a zip file with the wizard results. G2Psummary in that zipped file has the basic results showing the ports and IPs tested plus the results. If you do not see any obvious there Support may be able to find a clue.