Multiple users experiencing Gotomypc freezes multiple times a day

[J.1]

Over the course of the past few weeks multiple users at my company have experienced Gotomypc session freezes several times a day. We were originally told that it was associated with sound drivers or something to that effect and to update our drivers. We have done this (systems are Dell and HP desktops, systems are running Windows 10 Pro). It did not help. We had opened a ticket about one particularly afflicted user and were told that it sounded like firewall conflicts. None of the ports we were told to open were blocked in the first place. 

The worst affected user has been updated and rebooted multiple times. The gotomypc service has been restarted on his machine multiple times. It has not helped. Gotomypc is now freezing multiple times a day on other user machines as well. We have turned off sound in the Gotomypc preferences on affected computers entirely and it has not helped. Users continue to have a problem which did not exist two months ago.

I am getting extremely frustrated with this. And with Gotomypc, for making it so difficult to get hold of actual support- I have to post here and then go through other rigamarole to so much as get a phone call to open a ticket. This is incredibly unhelpful. 

[AshC]

@J.1  I apologize for the frustrations. 

Do you know the affected Host operating system and GoToMyPC versions?

If you have an existing case with these details, feel free to post that here so that I may check the status and troubleshooting steps taken by Customer Support.

[J.1]

Case number is Case: 14957639

We sent one affected user's logs, haven't heard back about that yet

[J.1]

Also, as far as versioning goes, all the users at the organization are on 11.4.3068 and Windows 10 version 2009.

[AshC]

Thanks for your patience while we review this case.  I will follow up as soon as there is more info available from the escalation agents.

[J.1]

thank you. I sent logs from several other affected users just in case.

Please let us know as soon as possible. 

[J.1]

Checking in on this case. Thank you for your assistance.

[AshC]

@J.1  I believe we have resolved the issue, but want to make sure it's the same one.  Are the affected users utilizing or have activated remote sound transfer?

[J.1]

I am waiting on a reply from two of the three users whose logs I sent. One of the users, the one whose log I sent first, confirms that he has a smooth connection as long as sound is disabled in the Gotomypc preferences, and that he gets freezes at unpredictable times if he turns the sound option back on, though.

[J.1]

It would appear that all of the affected users do have the sound turned on- When My Session Starts, Use High Quality Sound, mostly. There does not seem to be a difference if it is set to low quality.

Kind of odd, because I have tried turning off the sound entirely in preferences or switching down to low instead of high, and the users keep reporting it being set to use high quality without remembering changing it back themselves.