The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.

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J.1's avatar
J.1
Frequent Contributor
2 years ago
Solved

One user having trouble with gotomypc reconnections

I'm not really sure how to describe this exactly. One of my users has been reporting issues with getting a 'black screen' when she connects to Gotomypc- about once a week. What appears to mostly happ...
  • arifali's avatar
    arifali
    2 years ago

    Hi, 
         Apologies for the inconvenience caused due to this issue. 

    We have updated your company to the latest version of GoToMyPC released end of April 
    2024.4.4033

    Please ask the user to click on "check for update" from GoToMyPC icon in tray menu/notification area. 

    Once that's done and the issue still persists. Please send the host log as discussed in DMs. 

    We are all here to help. 

GlennD's avatar
GlennD
GoTo Manager
2 years ago

Hi J.1,

 

I would start with gathering log files from the PC, we have tool that you can download here that makes this easy. I would also take a look at the Event Viewer on the PC to see if anything stands out. The PC is running build 23.05.3746 which was released in May 24, since then we have had a number of releases that included various fixes.