TROUBLESHOOTING

GoToMyPC Access Activity Report shows private IP address

Issue

GoToMyPC Access Activity Report shows private IP address instead of public IP addresses

Objective

Environment

  • GoToMyPC website
  • Access activity reports
  • GoToMyPC internal admin

Procedure

Answer

Cause

Due to a configuration issue, our netscalar address was being stored instead of the correct client IP address.

Resolution

Incorrect IP address will show for connections between 11/9/2016 and 11/14/2016. This was resolved by a configuration change on the morning of 11/14/2016, and connections after that change will be reported correctly.

Additional Information