HELP FILE

Uninstall the GoTo Opener

GoToAssist Remote Support v4 uses the GoTo Opener app to help launch you into active sessions (learn more). Uninstalling the GoTo Opener app can be a helpful troubleshooting step if you are having issues installing your GoTo product software or being launched into session.

Note that the Opener/Launcher uses log files and browser cookies to detect whether it’s already installed on your system to help properly launch you into session, so you will need to complete all of the steps listed below in order to do a completely clean uninstall.

Uninstall on Windows

If you are an IT Admin planning to re-install the GoTo Opener using the multi-user MSI again, you need to complete only Step #1 for Windows or Mac. In all other cases, we highly recommend completed all steps to ensure a full uninstall.

  1. Remove the application.

    Use Programs and Features to uninstall the application. Depending on the way in which is was first installed when you first installed it, it will be listed as either “GoTo Opener” or “Citrix Online Launcher”.

    Note: This process will vary depending on your operating system; typically it involves opening Programs & Features, right-clicking the application and selecting Uninstall or Remove.

    1. Go to “C:\Users\<username>\AppData\Local\Citrix\Plugins\104”, and delete “npappdetector.dll”.
  2. Delete cookies and locally stored data.

    Lastly, you should clear the cached data and cookies from your web browser. This step is particularly important if you expect to use LogMeIn products again in the future.

  3. If desired, delete temporary files.
    1. Open Windows Explorer.
    2. Go to “C:\Users\< username >\AppData\Local\Temp”, or enter “%tmp%” in the address bar.
    3. Open “LogMeInLogs” (if it appears there) and delete the “GoToOpenerMsi” directory and the “ClickOnceGoToOpener.log” and “GoToOpener.log” files (if they appear there).
    4. Open “CitrixLogs” (if it appears there) and delete the “DownloaderAppMsi” directory and the “ClickOnceStarter.log”, “WebDeploymentPluginInst.log” and “DownloaderApp.log” files (if they appear there).
    5. Go to “C:\Users\<username>\AppData\Local\Citrix\Plugins\104”, and delete “npappdetector.dll”.
    6. Clear your Recycle Bin.

Uninstall on Mac

  1. Remove the application.
    1. Open the Finder.
    2. Go to “/Users/< username >/Library/Application Support/GoToOpener” (if it appears there).
    3. Right-click GoToOpener.app and select Move to trash.
    4. Go to “/Users/< username >/Library/Applications/Utilities/CitrixOnline” (if it appears there).
    5. Right-click CitrixOnlineLauncher.app and select Move to trash.
    6. Go to “/Users/< username >/Library/Internet Plug-Ins.
    7. Right-click CitrixOnlineWebDeploymentPlugin.plugin and select Move to trash (if applicable)
  2. Clear the log files.
    1. Back in the Finder, go to “Users/< username >/Library/Logs”.
    2. Right-click com.logmein.GoToOpener and select Move to trash (if it appears there).
    3. Right-click com.citrixonline.WebDeployment and select Move to trash (if it appears there).
  3. Clear your Trash folder.

    Check for any “leftover” apps that might have been missed.

    1. Open Terminal.
    2. Enter the command “open citrixonline://”.
    3. If it says "The file .../citrixonline: does not exist." you're done.
    4. If a launcher app opens, then right-click the app icon in the dock. Select Options > Show in Finder.
    5. Delete the launcher app in the Finder, then empty your Trash again. Repeat this process until you see “/citrixonline: does not exist”.
  4. Delete cookies and locally stored data.

    Lastly, you should clear the cached data and cookies from your web browser. This step is particularly important if you expect to use GoTo products again in the future.

Uninstall the Launcher app

Note that uninstalling this "helper" application is NOT recommended if you plan to join future sessions, as it can create odd download behavior the next time you join a session. Instead, it is recommended that you update to the newest version of the app (the GoTo Opener). However, if it is necessary for you to uninstall this application, you can do so easily. Note that the process for uninstalling the desktop application from a computer varies depending on the computer's operating system. See your operating system's user manual for more information.

Uninstall on Windows

  1. Open Programs and Features.
  2. Right-click Citrix Online Launcher.
  3. Select Uninstall, then click Yes when prompted.

Uninstall on Mac

  1. Open Finder.
  2. Go to Macintosh HD > Users > admin > Applications > Utilities > CitrixOnline.
  3. Right-click the CitrixOnlineLauncher file and select Move to Trash.
  4. Right-click on the Trash icon in the menu bar and select Empty Trash.