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When starting remote control, I get stuck at "Verify identity!" What can I do?

    Symptom

    When starting a remote control session, the connection remains stalled at the Verify identity stage.

    Check the following items to ensure that your client is configured correctly (the computer from which you are connecting).

    Solution 1: Use the Client

    In most cases this problem occurs when connecting via browser, primarily Internet Explorer. As a first solution, try using the Client desktop app to connect to the host computer.

    Solution 2: Verify the host security certificate

    Certain security suites may interfere with the security certificates on your system.

    1. Start a new remote session (Remote Control or File Manager).
    2. When the connection dialog is displayed, click Show details.
    3. Find Certificate issued by:
      • The certificate must be issued by GlobalSign
      • If the issuer is not GoTo, it may be your security/anti-virus software, such as AVAST, ESET or AVG
      • In this case, add Pro to your anti-virus software's safelist
    4. Try connecting again.

    Solution 3: Disable SSL and enable TLS 1.2

    Internet Explorer

    1. In IE, click Tools > Internet options.
    2. Go to the Advanced tab.
    3. Scroll to the security portion in the Settings window. Remove the check marks for SSL, and ensure that TLS 1.0 is selected.
    4. Click Apply and restart the browser.

    For Chrome, see these instructions from Google.

    Solution 4: Make sure that the date and time are set correctly on the client computer.

    Adjust your computer's date and time. You can usually access date and time settings in the bottom-right corner of your screen.

    Solution 5: Ensure that Browser Safeguard or Rocket Tab is not interfering with Pro.

    In the system tray, right-click the Browser Safeguard or Rocket Tab icon and Close the program.

    Solution 6: On Windows, check your proxy settings.

    1. Start Internet Explorer.
    2. Select Tools > Internet options.
    3. On the Connections tab, click LAN settings.
    4. Deselect the following two checkboxes:
      • Use automatic configuration script
      • Use a proxy server for your LAN.
      Important: If you connect via a proxy server, you must allowlist all GoTo domains listed in Allowlisting and GoTo.
    5. Click OK.
    Article last updated: 27 September, 2022