J.1
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Re: Three users got black screens when trying to connect to Gotomypc
Thank you. I was able to get one user's computer to run the log grabber software, but aside from turning the windows cursor into a circle briefly, it didn't seem to do anything. I can't find a zipfile of logs anywhere on that computer. If we can pull these logs manually I will happily do that for you on all the affected machines.11Views0likes4CommentsRe: Three users got black screens when trying to connect to Gotomypc
Sorry I didn't reply sooner, I was on vacation for the holiday. I currently have a ticket open regarding this issue. At the moment I'm running afoul of a problem with the gotomypc log grabbing utility. Trying to run it on my users' PCs informs me that I have to install .NET 3.5 in order for the log grabber to work. unfortunately, Windows won't download or install the out-of-date .NET version even when I run it with my admin credentials. If you or anyone else can help me get those logs without having to convince Microsoft that outdated .NET is necessary I'll happily send them to my actual tech. Thanks.51Views0likes6CommentsThree users got black screens when trying to connect to Gotomypc
Last week three of my users got stuck in a situation where they were disconnected from Gotomypc and upon tryin to reconnect, either got 'a connection could not be established to your host computer' or else were taken to a black screen after inputting their access codes. The machines were all up, running, and on our network. I had to remote desktop into these machines and reboot them before Gotomypc would let them connect. I have a case number open about this, but the case is stalled. We were trying to use Goto's log gathering utility and the program demands that we install .NET 3.5 on our computers. This is an outdated version of .NET and our users' desktops will not download or install it. We would like to get SOME kind of an answer out of Goto about what is going on, but our machines (a mixture of Windows 10 and Windows 11) can't run your log zipping software, so what's our next step? It's starting to be a real problem to have to reboot people's computers to get them to connect at all. We cannot afford to lose this much time on a regular basis.96Views0likes8CommentsRe: Multiple users having GTMPC connection issues
After speaking with a Gotomypc tech and applying several optional firmware updates (we had already applied regular Windows updates and drivers) to user 1's machine, we now get a Gotomypc connection that takes us to the Windows login prompt. This is fine. However, we do not usually have three users all have connection problems on a single day. Our help desk just got a complaint now that a fourth user was disconnected from Gotomypc and can't get back in so I"m going to restart her, but we would like to know why so many users are experiencing disconnects without being able to reconnect.26Views0likes0CommentsMultiple users having GTMPC connection issues
First one: User connects to new Windows 11 machine, enters access code, gets a Gotomypc window that is black and does not expand to full size. Nothing happens. The PC is active and users are able to remote desktop into it without issue. We have uninstalled the Gotomypc client, rebooted the computer, downloaded a new version of the executable, installed it, configured it, and attempted connection again. We still get a black window that hasn't expanded all the way. We have turned off the AV and firewall software on this machine and tried to connect. We still get a black window that hasn't expanded all the way. Second one: User gets disconnected from GTMPC, attempts to reconnect, gets the black window. Machine is accessible via RDP. After rebooting his machine he is able to connect to GTMPC again. Third one: User is disconnected from GTMPC and attempts to reconnect never go through. Error message is 'a connection could not be established'. Machine is accessible via remote desktop. We are currently rebooting this machine.51Views0likes4Comments