HELP FILE

Uninstall the GoTo Opener

GoToAssist Remote Support 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.

Topics in this article:

Uninstall on Windows

Uninstall on Mac

Uninstall the Launcher app

Uninstall the Citrix Online Web Deployment plugin

Uninstall on Windows

Note that 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”. See these links for instructions on uninstalling software for Windows XP, Vista, 7, and 10.
    1. Go to “C:\Users\laurare\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 GoTo products again in the future.
    • When clearing Google Chrome, select “the beginning of time,” then select “Cookies and other site data”. Learn how here.
    • When clearing Mozilla Firefox, select “Cookies”. Learn how here.
    • When clearing Internet Explorer, select “Cookies” and “Temporary Internet files”. Learn how here.
    • When clearing Microsoft Edge, select “Cookies and saved website data”. Learn how here.
  3. If desired,
    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\laurare\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. Type 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. 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.
    1. When clearing Google Chrome, select “the beginning of time,” then select “Cookies” and “Cached images and files”. Learn how here.
    2. When clearing Mozilla Firefox, select “Cookies” and “Cache”. Learn how here.
    3. When clearing Apple Safari, select “Remove" or "Remove all”. Learn how here.

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.

Windows:

1. Open Programs and Features.

2. Right-click "Citrix Online Launcher".

3. Select Uninstall, then click Yes when prompted.

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 the Trash icon in the menu bar and select Empty Trash.

Uninstall the Citrix Online Web Deployment plugin

Note that there is no need for you to manually uninstall the plugin, as the next time the "helper" application updates itself, the Web Deployment plugin will be automatically removed. However, you can also remove it now if you'd prefer!

Windows:

1. Open a Windows Explorer window.

2. Go to C:\Users\<username>\AppData\Local\Citrix\Plugins\104.

3. Right-click the "npappdetector.dll" file and select Delete.

4. Click Yes when prompted.

Mac:

1. Open Finder.

2. Go to Macintosh HD > Users > admin > Library > Internet Plug-ins.

3. Right-click the "CitrixOnlineWebDeploymentPlugin.plugin" file and select Move to Trash.

4. Right-click the Trash icon in the menu bar and select Empty Trash.