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ACCOUNT ALERT

Important Updates to Your Account!

Last updated 11/18/17 @ 4:30 PM (PDT)

By now we hope you have heard of our exciting merger with LogMeIn, Inc! Due to the separation from Citrix, we are required to remove all Citrix branding and dependencies from our websites and products. We must ensure all customers are on our latest version of our services so that they are not affected when previous versions are de-commissioned on December 5, 2017.



HAVE YOU UPDATED YOUR WHITELISTS YET?

If you access our products from an internal company network that utilizes firewalls and whitelisting, it's important that your whitelists are updated immediately to avoid connection issues. Please ensure that your IT Administrator reviews the Network & Software Environment Updates section below for more details.


Product Update Tasks


Each of the GoTo produts has one or more tasks that you should complete in order to finalize the updates. Please review the table below to find information on the products you use.

IF YOU USE...
HERE'S WHAT YOU NEED TO DO:
GoToMeeting
GoToWebinar
GoToTraining
  • We released v8.12.1, b7882 of the desktop software in September 2017. The majority of customers have been automatically updated to the new version.
  • For the small number of customers who do not receive automatic updates, additional information will be sent in a separate communication.
  • In addition, new versions of our GoToMeeting scheduling plugins for Microsoft Outlook and Google Calendar will be released in Fall 2017. Please ensure that you update any GoToMeeting plugins that you use as prompted.
  • Ensure that you and the customers you support update all mobile apps and browser bookmarks (see Other Update Tasks below).
  • If you are an IT Admin, review the Advanced Update Tasks section for information on whitelisting, updating APIs, etc.
GoToAssist Remote Support
  • We released v4.1, b1544 of the desktop software in October 2017. The majority of customers will be automatically updated to the new version/build upon release.
  • For the small number of customers whose accounts are set to receive "Infrequent Updates," additional instructions on how to test and update your accounts to the newest version/build can be found here.
  • Ensure that you and the customers you support update all mobile apps and browser bookmarks (see Other Update Tasks below).
  • If you are an IT Admin, review the Advanced Update Tasks section for information on whitelisting, updating APIs, etc.
GoToAssist Corporate
  • We released v11.9.5, b1280 of the desktop software in October 2017. The majority of customers will be automatically updated to the new version/build upon release.
  • Ensure that you and the customers you support update all mobile apps and browser bookmarks (see Other Update Tasks below).
  • If you are an IT Admin, review the Advanced Update Tasks section for information on whitelisting, API integrations, etc.
GoToAssist Service Desk
GoToAssist Seeit
OpenVoice
GoToMyPC
  • Ensure that you and the customers you support update all mobile apps and browser bookmarks (see Other Update Tasks below).
  • If you are an IT Admin, review the Advanced Update Tasks section for information on whitelisting, updating APIs, etc.
Grasshopper
  • No action is needed



Other Update Tasks


No matter which GoTo products you use, it is likely that you also use the mobile apps and websites associated with those products. See below for information on updating those items.

IF YOU USE...
HERE'S WHAT YOU NEED TO DO:
Mobile apps
  • Most of our iOS and Android apps will require a final release in Fall 2017 to complete the transition over to LogMeIn, Inc, and it is important that you update your mobile devices when prompted to ensure uninterrupted service of your GoTo products.
  • If you or the customers that you support use any of our mobile apps, be sure that you all accept any update prompts you receive over the next few months.
Browser bookmarks
  • Our product and company websites have moved to the new *.logmeininc.com domain.
  • The old URLs will only redirect you to the new pages up until December 4, 2017 – so if you have any bookmarks saved (such as the Login page, Admin Center or Developer Center), you should update those bookmarks in your browser before that time.



Advanced Update Tasks (IT Admins Only)


If you are an IT administrator, 1 or more of the tasks below may apply to your company's account set up.

IF YOU USE...
HERE'S WHAT YOU NEED TO DO:
Network & Software Environment 
  • Review the instructions on updating network firewalls, security certificates and the Launcher app in the Network & Software Environment Updates section below
  • Ensure that any update tasks that apply to your network and software environment have been completed.
API Integrations
  • Ensure that you have completed all steps under API Integration Updates section below, which includes updating the API Base URL, switching to new SDKs, and updating browser bookmarks to the new Developer Center.
Enterprise Sign-In (SSO)
Active Directory Connector (ADC)
  • You or your IT Administrator must update your ADC application in order to continue use. See the Active Directory Connector (ADC) Updates section below to see the options available to you, which are to either update the settings of your existing version or to update to the newest version (v2.1).

Advanced Update Tasks: Details

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DUE : JUNE 1, 2017


If you use our products on an internal company network, it's possible that you or an IT Admin may need to complete one or more actions to update the nework firewalls, security certificates and/or GoTo software in your environment to ensure uninterrupted service for you and your users. Note that for the vast majority of our users, these tasks are not required. This change mostly impacts administrators in highly restricted network environments.

It is likely that you received this information in a prior communication from LogMeIn and have already completed any tasks that are relevant to your network environment. However, we ask that you review the checklist below one last time to make sure you have not missed any necessary actions could result in our products becoming unusable for you and the users in your account.

Q:

Have you updated your whitelists?

If your company uses firewall whitelists to allow the network to access only specific websites or software, you may need to update these whitelists to adjust for our new company name and domain names.

  • If you whitelist by domain name, please add our new LogMeIn domains to your firewall configuration. See all LogMeIn domains here.
  • If you whitelist email addresses, please note that our email communications will now be sent from "@s.logmein.com" and "@logmein.com".
If your company uses security software to allow only specific software or software publishers, you may need to update these whitelists to adjust for our new publisher name and code-signing certificates.

  • If you whitelist by publisher name, please note that our software is now published under the name "LogMeIn, Inc.".
  • If you whitelist code-signing certificates, please be sure to update your certificates as well. See "Have you updated your certificates?" below for more info.

Q:

Have you updated your certificates?

Now that our company and domain names have changed, our code-signing and communications certificates are being updated. If your devices do not have the latest root certificates for the Certificate Authorities (CAs) that we use, then you should install those root certificates on your devices immediately.

The easiest way to install certificates is to check for pending updates on your Windows, Mac, Linux, Chromebook, iOS, Android or Windows Phone operating system and install them. In general, organizations are encouraged to proactively support the most common Certificate Authorities (CAs), since certificates may need to be renewed or replaced without notice. If your certificates are not automatically renewed with a software update, then you can download them manually using the links below. Both Organization Validation (OV) and Extended Validation (EV) certificates should be integrated into your system.

Entrust:
1K (UC/standard SSL) chain certificate:
L1M (EV) chain certificate
Digicert: Symantec: CyberTrust:

Q:

Have you updated the Launcher app?

GoToMeeting, GoToWebinar, GoToTraining, GoToMyPC and GoToAssist all use a "helper" application to launch you into active sessions. Previously this application was labeled the “Citrix Online Launcher” app, but our newer versions of the app have a brand-new name – the "GoTo Opener" app.

All users must be running an updated version of the GoTo Opener by December 2017 in order to ensure uninterrupted service (v1.0, b459 for Windows, b1.0, b467 for Mac). For the vast majority of our users, this “helper” application automatically updates itself when new versions are available – no special action needed! However, if you are an account administrator in a restricted environment that does not allow automatic software updates, then you will need to manually distribute the new GoTo Opener app to your users at the same time that you manually distribute the newest versions of your GoTo product software. Learn more here.

DUE: DECEMBER 4, 2017


If you use or develop software that uses API integrations with a GoTo product, then it is critical that your API configuration is updated or else all your API requests will fail in the future.

If your API integration was set up “in house” (i.e., by developers within your own organization), then the developers who maintain it should update the API settings and then re-deploy the integration. If your API integration was created and/or hosted by a third-party, then you should contact them to ensure that they are aware of the changes and confirm that they plan to update your integration settings.

It is likely that you received this information in a prior communication from LogMeIn and have already completed some tasks that are relevant to your setup. However, we ask that you review the checklist below one last time as some items have been added.

Q:

Have you updated your API base URL?

All API requests must use the new base URL https://api.getgo.com. Before the December deadline, all instances of https://api.citrixonline.com must be replaced with https://api.getgo.com in your API configuration.

Note that the old URLs will NOT be redirected, so if your integration settings are not updated by the December deadline then your API requests will fail.

Q:

Have you updated any SDK packages?

All of the software development kits (SDKs) available for our GoTo products have been replaced by new packages in the Maven Central (Java) and Nuget.org (.NET) repositories. The original SDKs will be removed on December 5, 2017, so developers whose integrations proactively download and use the newest version of SDKs should update their integrations immediately to avoid build issues.

Learn more about updating your API settings here. Note that the old URLs will NOT be redirected, so if your integration settings are not updated by the December deadline then your API requests will fail.

Q:

Have you bookmarked the new Developer Center?

Earlier this year the GoTo Developer Center moved to https://goto-developer.logmeininc.com. Please update your browser bookmarks immediately. Users who go to the former URL will only be redirected to the new one up until December 4, 2017, so any browser bookmarks you use should be updated immediately.

Q:

Have you reviewed the firewall whitelisting and certificate update information above?

If your account uses an API integration, then there may be additional settings that need to be updated on the system on which the API integration runs. Please review the Network Environment Updates section above to check if any of the actions required in that list apply to you.

IT Admins will need to follow the domain whitelisting and certificate guidance if GoTo API calls are made from within their network or on devices they administer. This typically includes self-developed and on-premises integrations. Third-party integration providers will also need to apply this guidance for their own developer systems, datacenters or cloud systems.

DUE: DECEMBER 4, 2017


If your company is using our Enterprise Sign-On (SSO) feature, then you or your IT Admin may need to make updates to the configuration in order to ensure uninterrupted service.

See How do I update my company’s Enterprise Sign-In setup? to learn more.

DUE: DECEMBER 4, 2017


If your company uses our Active Directory Connector (ADC) to manage the GoTo product accounts for you employees, then you or your IT Admin will need to make some updates to ensure uninterrupted service.

You have 2 options for updating your Active Directory Connector software. Learn more about which option is right for you below:

Q:

Update your software to v2.

The latest and greatest version of the Active Directory Connector is right around the corner! Expected to be available in October 2017, this new version provides all the same great features and tools as your existing software and more. The most notable change is the access to User Sync, which is a new service within your existing Admin Center that allows you to set up rules to automatically update product entitlements and roles for your SCIM-based users in response to updates in your Active Directory. Learn more about ADC v2 soon!

Q:

Update the settings in your existing software (v1).

If you're not ready to update to ADC v2 yet, you can also update your existing version intead. Since the Active Directory Connector uses APIs to connect with LogMeIn servers, you will need to update the API Base URL in the application's settings.

  1. Launch the Active Directory Connector.
  2. Select the Connections tab.
  3. Find the "API URL" field under "Collaboration account" and delete the existing text.
  4. Enter https://api.getgo.com.
  5. Click Apply changes to save.

That's it! You can continue using the Active Directory Connector as usual after making this quick update.

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