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ACCOUNT ALERT

Important Updates to Your Account!

Last updated 7/10/17 at 12:00 PM (PDT)

Key Due Dates

We’re happy to announce that on Jan. 31, 2017, the GoTo business of Citrix (which includes GoToMeeting, GoToWebinar, GoToTraining, GoToMyPC, GoToAssist, OpenVoice, Grasshopper and Event Services) separated from Citrix Systems, Inc. and merged with LogMeIn, Inc. For our customers, the new LogMeIn will offer best-in-class capabilities across a much larger combined portfolio while featuring the scale, resources and world-class talent required to accelerate innovation and address future customer needs.

We are very excited about the possibilities this merger presents for our customers. In order to fully realize all the advantages, there are some actions you may need to take. Some are timely and may require you to take action immediately, so we have provided a helpful summary of dates and actions below for your reference.

06/01/17

 Admins

06/26/17

 Admins

 12/04/17

 Users

Admins


How does this affect me?

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If you are a user of GoToMeeting, GoToWebinar, GoToTraining, GoToMyPC, GoToAssist, OpenVoice, or Grasshopper, then this change applies to you. For the vast majority of individuals, the required changes described on this FAQ page will happen automatically and occur gradually over the next several months.

Most likely, you will fall within this category and will be automatically prompted to take action as needed. However, if you are encountering connection issues please contact Customer Support. If you are an admin on an account, be sure to take a look at "I'm an IT Administrator" to see if you need to take action to ensure uninterrupted service for the users on your account.

Here’s what you will need to do:

Q:

Log in (if prompted).

Your desktop apps, mobile apps and web account all automatically install required updates, so at some point this year they will update themselves to make the required changes. As those future updates occur, each app may ask you to log in again, even if you currently have “Remember me” selected.

Q:

Update your mobile apps.

Over the next several months, our collection of mobile apps will each be re-published under the LogMeIn name. When a new version of an app becomes available, you will be prompted to install it. Once you’ve done that, you can immediately delete the older version of the app.

Note that you’ll need to complete this process for each individual GoTo app you use on your device(s). Please be sure to complete this update and switch to the new apps before 12/4/17 to avoid connection issues.

Q:

Update your browser bookmarks.

Over the next several months, some of our product and company websites will be moving to the new *.logmeininc.com domain. The old URLs will only redirect you to the new pages up until 12/4/17 – so if you have any bookmarks saved (such as the Login page or Admin Center), you should update those bookmarks in your browser before that time.
There is no change to the way you remit payment. However, for some customers the delivery of invoices is coming from a new email address that ends in “@logmein.com”. If you are the billing administrator on the account, then please ensure that your network is open to receive emails from this email domain (be sure to check your Junk mail folder and any domain whitelists that you might have set up).

Please note that there are no additional changes to your billing entity or remittance information beyond those that were announced in February 2017.

Q:

Update email whitelists

Due: Now!



Now that our company has changed names, our email addresses will need to change too. If your environment whitelists specific email senders, then you will need to add the new LogMeIn email addresses to your whitelists or you may miss emails. New email addresses include "@s.logmein.com" and "@logmein.com".
If you are the administrator of a GoToMeeting, GoToWebinar, GoToTraining, GoToMyPC, GoToAssist, OpenVoice, or Grasshopper account, then you should review the following information to determine whether you need to take any action on behalf of the users in your account.

In particular, this change will impact administrators in highly restricted network environments. Based on your company's environment, you may need to take one or more of the administrative actions listed here. Not taking the necessary actions could result in our products becoming unusable for you and the users in your account.

Q:

Update domain name whitelists

Due: June 1, 2017


Now that our company has changed names, our domain names will need to change too. If your environment whitelists specific domain names, then you will need to add the new LogMeIn domains to your whitelist by 6/1/17. Note that the IP address ranges are unaffected by the addition of these domains.

The additional LogMeIn domains include the following:
* api.filepicker.io
*.getgo.com
*.getgocdn.com
*.getgoservices.com
*.getgoservices.net
*.goto-rtc.com
*.logmeininc.com
*.raas.io

See our Optimal Firewall Configuration article for more information and instructions. Note that if you also whitelist code-signing certificates, be sure to update your certificates by 6/1/17 as well.

Q:

Update publisher whitelists

Due: June 1, 2017


Now that we’re part of the LogMeIn family, our products will be republished under the LogMeIn name. If you are an account administrator in an environment that whitelists specific publishers, you will need to update your whitelist by 6/1/17 or our products will become unusable.

Q:

Update certificates & certificate whitelists

Due: June 1, 2017


Now that our company and domain names have changed, our code-signing certificates and our communications certificates are being updated.
  • If your environment whitelists our applications using the company name or other information in the signing certificates, then you will need to update your whitelist by 6/1/17.
  • If your devices do not have the latest root certificates for the Certificate Authorities (CAs) that issue our certificates, then you will need to install those root certificates on your devices by 6/1/17.

The easiest way to install certificates is to check for pending updates on your Windows, Mac, Linux, Chromebook, iOS, Android or Windows Phone operating system and install them. In general, organizations are encouraged to proactively support the most common Certificate Authorities (CAs), since certificates may need to be renewed or replaced without notice. If your certificates are not automatically renewed with a software update, then you can download them manually using the links below. Both Organization Validation (OV) and Extended Validation (EV) certificates should be integrated into your system.

Q:

Update email whitelists

Due: 06/01/17


Now that our company has changed names, our email addresses will need to change too. If your environment whitelists specific email senders, then you will need to add the new LogMeIn email addresses to your whitelists or you may miss emails. New email addresses include "@s.logmein.com" and "@logmein.com".

Q:

Update the Launcher app

GoToMeeting, GoToWebinar, GoToTraining, GoToMyPC and GoToAssist all use a "helper" application to launch you into active sessions. Previously this application was labeled the “Citrix Online Launcher” app, but our newest version of the app (v1.0, b459) has a brand-new name for Windows users – the "GoTo Opener" app (note that Mac users will see this new name in the next version).

Like all of our GoTo products’ software, this “helper” application automatically updates itself when new versions are available – no special action needed! Going forward, the system requirements for our GoTo product’s software will include the newest version of the “helper” app (v1.0, b459, which can also be downloaded here).

However, if you are an account administrator in a restricted environment that does not allow automatic software updates, then you will need to manually distribute the new GoTo Opener app to your GoToMeeting, GoToWebinar, GoToTraining, GoToMyPC and/or GoToAssist users at the same time that you manually distribute the newest versions of your GoTo product software (which will be available later this year). You will receive more information at a later date on how to update both your GoTo product software and the GoTo Opener app.

Q:

Update SSO settings

The domain names used to authenticate users when they are logging in will also be changing. If your company is using our Single Sign-On (SSO) feature, then your IT team will need to use the new entity ID and new URL, as well as accept the new certificate for SSO integration. Details on how and when to complete this transition are currently being finalized and will be communicated at a later date. Please stay tuned for more details.

Q:

Update API base URL

Due: Dec. 4, 2017


If you use or develop software that uses an API integration with a GoTo product, then it is critical that your software is updated, or else your API requests will fail in the future. Please see "My account uses an API integration or I develop an API integration" below for more information.

Q:

Notify your users

Ensure that the users on your account are aware of the actions they need to take (as described in the "I'm a GoTo user" section). In summary, they will need to re-login to the GoToMeeting desktop software after the critical update, and they will need to update mobile apps by 12/4/17.

Due: Dec. 4, 2017


If you use or develop software that uses an API integration with a GoTo product, then please take note of the following changes. It is critical that your software is updated, or else your API requests will fail in the future.

  • New API base URL: All API requests must use the new base URL https://api.getgo.com. Before the December deadline, all instances of https://api.citrixonline.com must be replaced with https://api.getgo.com. Note that the old URLs will NOT be redirected, so if your integration settings are not updated by the December deadline then your API requests will fail.

  • New SDK packages: All of the software development kits (SDKs) available for our GoTo products have been replaced by new packages in the Maven Central (Java) and Nuget.org (.NET) repositories. The original SDKs will be removed on 12/4/17, so developers whose integrations proactively download and use the newest version of SDKs should update their integrations immediately to avoid build issues. Note that the old URLs will NOT be redirected, so if your integration settings are not updated by the December deadline then your API requests will fail. Learn more about updating your API settings here.

  • New Developer Center: In addition, the GoTo Developer Center moved to https://goto-developer.logmeininc.com. Users who go to the former URL will only be redirected to the new one up until 12/4/17, so any browser bookmarks should be updated immediately.

  • IT Admin Actions: If your account uses an API integration, then there may be additional settings that need to be updated on the system on which the API integration runs. Please review the “I’m an IT administrator” section above to check if any of the actions required in that list apply to you. IT Admins will need to follow the domain whitelisting and certificate guidance if GoTo API calls are made from within their network or on devices they administer. This typically includes self-developed and on-premises integrations. Third-party integration providers will also need to apply this guidance for their own developer systems, datacenters or cloud systems.

Q:

The API integration runs on my system, and was developed by my team.

If your API integration was set up “in house” (i.e., by developers within your own organization), then the developers who maintain it should update the API settings and then re-deploy the integration. In addition, the IT admins for your system should review all information described in the “I’m an IT administrator” section above and take any necessary actions.

Q:

The API integration runs on my system, but was developed by a third party.

If your API integration was created by third-party developers, then you should contact them so that they can update the API settings and then re-deploy the integration for you. In addition, the IT admins for your system should review all information described in the “I’m an IT administrator” section above and take any necessary actions.

Q:

The API integration runs on a third-party system.

If your API integration was created and hosted by a third-party, then you should contact them to ensure that they are aware of the changes and confirm that they plan to update your integration settings. In addition, the IT admins for your system should review all information described in the “I’m an IT administrator” section above and take any necessary actions.

Q:

I’m not sure where my API integration runs.

If you are not sure where your API integration runs, please contact your in-house developers or any third-party companies your organization might have worked with in the past to find out who can make the appropriate changes to your integration settings. In addition, the IT admins for your system should review all information described in the “I’m an IT administrator” section above and take any necessary actions.

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Learn more

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As part of the GoTo and LogMeIn merger, we are updating our products to take advantage our new combined SaaS capabilities, while moving off of legacy Citrix capabilities. The changes included in this document are important to ensure seamless product usage for all account users. Note that the majority of users will not need to take immediate action; this information pertains mostly to IT administrators.
As part of updating our products to take advantage the new LogMeIn and GoTo combined SaaS capabilities, the desktop and mobile software that you use to access our products will need to undergo some backend changes (to domain names and root certificates) and re-install some key components.

This process is currently underway and will continue through the end of the year. Action due dates will vary, so see above for key dates and then read on for details on each step. Note that the majority of users will not need to take immediate action; this information pertains mostly to IT administrators.
Yes, the products and your access to them have not changed. The changes described in these FAQs apply to the backend configuration of the product software, not your account access.

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Need more help?

If you have questions, please reach out to your Account Representative or contact us now.