TROUBLESHOOTING

Error: "The installer encountered an error that caused the installation to fail"

Issue

"The installation failed" error when installing
 

Objective

Environment

  • GoToMyPC
  • Mac

Procedure

Answer

Cause

GoToMyPC will warn the user about multiple users being logged in to the Mac before the user attempts to install. During the install, a check is made to see if multiple users are logged in to the Mac. If multiple users are logged in and the user proceeds anyway the installation will fail.

Resolution

  1. Re-boot the computer
  2. Log in to account at www.gotomypc.com
  3. click Add This Computer
  4. follow steps to install

Additional Information

To see which user is still logged in, use the terminal command:
last | grep -i "still logged in”