HELP FILE

Connection Failure at the Client Computer

A client computer is the computer you use to access your host computer. You don’t need to have GoToMyPC installed on your client computer to connect and start a GoToMyPC session.

There are a variety of issues that can prevent you from establishing a successful GoToMyPC connection. Typically, when you see a “Waiting for the client computer to connect” error for a significant amount of time or you see any other error indicating an issue with your host computer, we recommend that you try some of the solutions below. If you are experiencing connection failures from a Mac OS X 10.6 (Snow Leopard), click here for some solutions.

1. Make sure that a firewall or any other type of security software isn’t blocking GoToMyPC

Firewalls and other types of security software may prevent GoToMyPC from establishing a successful connection. You will need to make sure that the GoToMyPC program g2viewer.exe is allowed full outbound access to the internet. Please refer to the Firewall section for instructions on how to configure your security software to work with GoToMyPC.

2. Make sure that your host computer meets our minimum Internet connection requirements

Satellite, dial-up, and other non-broadband Internet connections do not meet our recommended connection requirements. If you are trying to connect to GoToMyPC with these kinds of connections, you may have difficulty connecting to computers through GoToMyPC.

We recommend DSL or better Internet connections.

3. Reset connection Settings

GoToMyPC stores connection settings on your client computer for future use. If GoToMyPC is not connecting successfully, you may need to reset its stored connection settings .

4. Run the GoToMyPC Connection Wizard

You may also see a client failure error message if GoToMyPC is unable to establish a connection to our servers to start a session. The GoToMyPC Connection Wizard may be able to resolve this issue and help improve performance by locating and storing optimal connection settings in our data servers.

5. Contact Customer Support from your host Computer

If you still continue to have issues connecting from your client computer after checking for the above-mentioned steps, please contact Global Customer Support for assistance.

Please note that if the connection problem is from your client computer, you will need to be at your client computer in order for Customer Support to resolve your issue.

Connection Failures on Mac OS X 10.6 (Snow Leopard)

1. Make sure you are running a supported operating system

Update your OS to Mac OS X 10.7 (Lion) or later. Supported system requirements are listed out here.

2. Use an alternate device

Try connecting to your host computer on a different computer or tablet.

3. Contact Customer Support from your client computer

If you still continue to have issues connecting from your client computer after checking for the above-mentioned steps, please contact Global Customer Support for assistance.