Why am I getting a message about packet loss?

If you have trouble connecting to your GoToMyPC account and see this error message, please review the frequently asked questions (FAQs) below.

Why am I getting a message about a delay at my host computer?

You see intermittent connectivity issues when GoToMyPC detects a delay in your session due to packet loss.

What is packet loss?

Information that is transmitted over the Internet is sent in the form of packets. Packet loss happens when these packets of information don’t reach their scheduled destination. In this case, the scheduled destination is GoToMyPC’s servers.

What causes packet loss and how do I fix it?

Packet loss may be caused by a variety of different things. It’s not uncommon for people to have brief “hiccups” in their Internet connectivity from time to time. If you see Intermittent Connectivity messages frequently, then you may want to start troubleshooting. We have listed some possible causes and included some recommended solutions below:

  • Wireless Connections – If you are using a wireless connection, being too far away from your wireless router may cause packet loss. Try switching to a wired connection to see if this improves performance. If this is not possible, attempt to move your computer closer to your wireless router.
  • Network Congestion - The Internet Service Provider (ISP) at your current location may be experiencing some service issues that may be causing packet loss. You may need to contact your Internet Service Provider and let them know that you are having issues with packet loss. Even if you are able to visit other websites, you may wish to contact your ISP for assistance regarding issues with packet loss.

Why does GoToMyPC seem to be slow when other online activities like reading websites are fine?

GoToMyPC sessions happen in real-time. As you work on your computer remotely, the image of your host computer is constantly refreshing based on your actions. When packet loss occurs, GoToMyPC can’t update your view of the host computer until packet loss stops. By contrast, when you visit a webpage your internet browser only needs to load the page once and any packet loss that happens after the page loads will not affect your ability to view the page.