TROUBLESHOOTING

White Screen in Viewer Window When Connecting to Host

Issue

White screen when connecting to host computer and application becomes unresponsive

Objective

Environment

  • Windows 10
  • GoToMyPC

Procedure

Answer

Cause

Windows Update

Resolution

Step 1 - Remove the host computer from your account:

  1. Sign in to www.gotomypc.com
  2. Click Options next to the host name
  3. Click Remove
  4. Confirm

Step 2 - Uninstall GoToMyPC from the host computer:
  1. Click Start
  2. Click Settings
  3. Click System
  4. Click Apps & features
  5. Click GoToMyPC
  6. Click Uninstall
  7. Reboot the computer after uninstall is complete

Step 3 - Re-add Host:
  1. Log in here
  2. Click My Computers on the left hand navigation
  3. Click Add This Computer
  4. Download & Open gosetup.exe
  5. Click Next in the Welcome to the GoToMyPC Installer window
  6. Choose No, I'll restart this computer later and click Next
  7. Type your account email address and account password
  8. Click Next
  9. Type a Nickname for your computer (Could be same as prior Computer Nickname)
  10. Select the account you are registering this PC for in the drop down next to Account (Corporate accounts only)
  11. Create an Access Code
  12. Click Next
  13. Click Finish
  14. Test connection with smart phone or separate computer to make sure you can connect

Additional Information