TROUBLESHOOTING

Can't Connect To A Windows Host Computer

Issue

"My Computers" page lists host computer as "Unavailable", and the button to connect is greyed out or the Connect button allows to be clicked but connection is never made.

Objective

Environment

  • GoToMyPC
  • Windows

Procedure

Answer

Cause

There are three issues that may cause a host computer to go offline:

The host computer is powered off or in sleep mode
The GoToMyPC host software is not running
The host computer is not connected to the Internet

Resolution

  1. Confirm host computer is turned on and not in sleep mode
  2. Confirm GoToMyPC is running (look for system tray icon) on host computer
  3. Ensure host computer can access the Internet (try navigating to www.google.com or another webpage)
  4. Confirm your security software allows GoToMyPC to access the Internet

Additional Information

Information on Sleep mode : http://windows.microsoft.com/en-us/windows7/Sleep-and-hibernation-frequently-asked-questions
If MyPC icon is not in the system tray on Windows: https://lmi.my.salesforce.com/articles/en_US/Troubleshoot/My-gotomypc-icon-is-missing-from-my-system-tray/p
If MyPC icon is not in the menu bar on Mac OS X: Reboot the Mac
For assistance allowing GoToMyPC in security software, please contact security software provider.