TROUBLESHOOTING

Error: "Sorry, GoToMyPC cannot be started at this time. Please try again in a few moments"

Issue

Error "Sorry GoToMyPC cannot be started at this time. Please try again in a few moments" when trying to connect to a host computer

Objective

Environment

  • GoToMyPC Client
  • Windows

Procedure

Answer

Cause

The GoToMyPC viewer files may be erroneously in use, the %temp% folder may be shared or the user may not have read/write permissions for this folder.

Resolution

Step 1: Reboot the client computer

  1. Click the Windows Start Menu on client computer
  2. Click ‘Restart’ option
  3. Attempt to connect to host computer again
Note:  The reboot will fix the issue the majority of the time.  Please only attempt the steps below, if you've already restarted the client and the issue persists:
Step 2: Run the GoTo Opener Permisions Fix Tool
  1. Download the tool here.
  2. Extract GoToOpener_PermissionsFix.zip
  3. Right click on GoToOpener_PermissionsFix.bat
  4. Select Run as administrator
  5. Wait while a command prompt window appears and disappears
  6. Attempt to connect to the computer again
Manually Disable Sharing of Temp Folder
If the GoTo Opener permissions fix tool does not work you may need to manually disable sharing
  1. Hold the Windows key and press R
  2. Type %temp% in the run window
  3. Navigate back one folder
  4. Right click on the Temp folder
  5. Select Share or Share With
  6. Click Stop Sharing or select Nobody
  7. Click Done
Step 3: Delete GoToMyPC Viewer files
  1. Uninstall the launcher
  2. Reboot
  3. Navigate to C:\Users\<username>\AppData\Local\GoToMyPC
  4. Delete every file named gotomypc_XXXX.exe
  5. Navigate to C:\Users\<username>\AppData\Local\Citrix\GoToMyPC (if older files exist)
  6. Delete every file named gotomypc_XXXX.exe
  7. Empty the recycle bin
  8. Reboot
  9. Attempt connecting again

Note: You may have to reboot the computer prior to this step to allow the files to be deleted.

Additional Information

Note: Depending on your settings, additional steps my be required to disable folder sharing.
You may need to repeat these steps for the folder LogMeInLogs in the temp.