Print Troubleshooting and FAQs

Review a list of frequently asked questions about remote printing.

I print to the GoToMyPC printer, but it still doesn't print out on my computer

Try and print a job on your client computer before attempting to print remotely through GoToMyPC. If printing is not working locally on your client computer, GoToMyPC remote printing will not work.

The GoToMyPC Printer uses a universal print driver that works with most printers. Your printer, however, may require you to install a matching print driver on your host computer in order to process print jobs sent by a remote printer. Please see our article on manually enabling a printer for assistance.

I am having a hard time manually enabling a printer

Our article on manually enabling a printer will give you some basic steps. Please refer to Manually Enable a Printer - Troubleshooting and Best Practices for additional help.

I manually enabled a printer, but I still can't get remote printing to work

There may be a few more adjustments to make in the printer properties of the printer you set up. Please see Manually Enable a Printer - Troubleshooting and Best Practices for some additional help.

My GoToMyPC printer is missing

The GoToMyPC Printer should be available whenever you are remotely connected to your host computer. It disappears when your session is over.

If the GoToMyPC printer does not appear in your list of printers when you are connected your host computer, you may need to reinstall the GoToMyPC software. Please click here for some troubleshooting.

The color or alignment on my print jobs is off

For precision printing, manually enable the client computers printer. Please see the section on manually enabling a printer for details.

I am unable to print to my Dell or Lexmark printer from my client computer

It is recommended that you use the GoToMyPC Printer with Dell and Lexmark printers instead of a manually enabled printer. You may also need to change the data type for your printer to accept remote print jobs.

1. Click Start > Control Panel > Devices and Printers.

2. Right-click the Lexmark or Dell printer you plan to use and select Printer Properties.

3. Select the Advanced tab and then click Print Processor.

4. Select NT EMF 1.008 as your default data type.

5. Click OK.

Note: Changing the default data type to NT EMF 1.008 should allow you to use the GoToMyPC Printer for remote printing, but it could impact your regular print projects. If you notice subtle differences in the color output or have problems with special print features, you will need to change the default data type back to LEMF.

I was trying to set up a remote printer and now I've lost my connection.

Some printers require a host computer reboot upon setup. This requires the GoToMyPC startup preference to be set to start automatically.

Before you begin setting up remote printing, make sure GoToMyPC will start up automatically.

1. Right-click the  icon in the system tray of your host PC and select Preferences > Host .

2. Under Start GoToMyPC, check "Automatically".

If your preference was set to start GoToMyPC manually, and the printer you were setting up required a reboot, your connection will have been lost and the printer installation will have to be repeated. You must physically go to your host computer and reboot. The instructions for that are:

1. Click Start > Control Panel > Devices and Printers.

2. Right-click the printer you were enabling and select Remove Device.

3. Restart the printer setup process.

I am not sure which options to select in the Printer Setup Wizard during the printer setup process.

Read and follow the tips in the GoToMyPC Printer Setup Wizard window or see Manually Enable a Printer.

I can't find my printer manufacturer, printer or printer driver in the Printer Setup Wizard process.

Windows does not have all printer drivers pre-loaded in its database. You must download and install the printer driver yourself from the manufacturer's website, and then select the Have Disk option in the Printer Setup Wizard when prompted for the manufacturer and printer.

I can't get GoToMyPC to recognize the printer driver.

Try following these steps:

1. While remotely connected to the host computer, download the driver for the client printer from the manufacturer's website.

2. Install the driver on the host computer. When prompted for the printer port, keep the default selection.

3. Once the installation is complete, navigate to Start > Control panel > Devices and Printers. Right-click the newly installed printer and click Printer Properties.

4. Select the Ports tab. In the list of ports, select GoToPort and click OK.

5. From the GoToMyPC Viewer menu, select Tools > Preferences > Printing. Find the new printer, listed as GoToMyPC Printer and print from the client computer.

I downloaded and installed the printer driver and completed the setup process, but it prints incomprehensible text.

The host computer may not be set up with the same printer driver as the client computer. Make sure both models match and that you have the correct driver version for your operating system.

I clicked the print icon on the toolbar of my application but it did not print to the client printer (or printed to the host).

The GoToMyPC Printer may not be selected as the default printer while in session. Change the Printing Preferences so the GoToMyPC Printer is automatically set as the in-session default printer.

If you do not want the GoToMyPC Printer to be the default while in session, you will need to select the GoToMyPC Printer each time you print from your application’s print window.

I get the following error message when trying to print: Could not print. GoToMyPC printing is only available while in session with printing enabled.

There is a problem with your GoToMyPC printing components. We recommend you contact Global Customer Support for assistance with this issue. However, if you would like to resolve this yourself, please follow the steps below:

1. From your host computer, download the GoToMyPC Installer and uninstall GoToMyPC. When finished, reboot your computer.

2. Reinstall GoToMyPC using the same installer.

3. Give your host computer the same nickname and access code.

4. When notified that you already have a computer registered under your account with the same nickname, click Yes to reassign it.

5. Connect to your host computer and try printing remotely.

6. If you receive the same error message, please contact Global Customer Support for assistance.

The Printer Setup Wizard is asking me to plug in my printer.

While installing your client computer's printer driver on the host computer, you may be prompted to plug in the printer. Since this isn't possible, do not click Cancel. Instead, leave the screen open on your computer and follow the steps below.

1. Right-click the icon in host computer's system tray and select Preferences.

2. Select the Printing tab and click Add Printer.

3. From the Add Printer Wizard, locate your printer from the printer list and finish the installation of the print driver.

I downloaded the drivers for my printer but still don't see my printer.

Most print drivers are not automatically installed once downloaded from the manufacturer's website. You must manually install the driver yourself.

1. Right-click the icon in your host computer’s system tray and select Preferences.

2. Select the Printing tab and click Add Printer.

3. Follow the Add Printer Wizard instructions. When prompted to locate your printer model, click Have Disk and browse to the folder where you downloaded the driver files.

Note: The required file is commonly named autorun.inf.

4. Locate the appropriate file and click Open and then OK.

5. In the Add Printer Wizard, select your printer from the list and click Next.

You should now be able to finish the manual printer installation.

I get the following error message when trying to add the .inf setup driver: The setup location does not contain information about your hardware.

This happens when the Add Printer Wizard fails to install the selected .inf setup file, which can be due to an incorrect driver. Verify the driver from the manufacturer's website, keeping in mind that drivers may differ between 32 and 64 bit versions of Windows.

Some print drivers include several .inf files. If the first fails, direct the Add Printer Wizard to a different .inf file.