GoToMyPC - Support

Transcription

GoToMyPC - Support

GoToMyPC
®
User Guide
Version 7.2
GoToMyPC
GoToMyPC Pro
GoToMyPC Corporate
Citrix Online
7414 Hollister Avenue • Goleta CA 93117
+1-805-690-6400 • Fax: +1-805-690-6471
© 2011 Citrix Online, LLC. All rights reserved.
GoToMyPC® User Guide
Contents
Welcome ......................................................................................... 6 Versions of GoToMyPC ...................................................................... 7 Mac Users .................................................................................... 7 Getting Started .................................................................................. 1 System Requirements ....................................................................... 1 Upgrade Information ........................................................................ 2 Useful GoToMyPC Terms.................................................................... 4 Features ......................................................................................... 6 Set Up a Host Computer .................................................................... 7 Create Your Account (first-time users) .............................................. 7 Set Up a Host PC ........................................................................... 8 Leaving the Host Computer Accessible................................................. 9 Managing Billing and Account Information ...................................... 10 Change Your Password and Account Information ................................. 11 Cancel Your Account or Update Billing Information .............................. 12 Credit Card Information ................................................................ 13 Billing Address ............................................................................ 13 Expense GoToMyPC ..................................................................... 13 Subscription Options .................................................................... 13 Cancel Your GoToMyPC Account ....................................................... 14 How to Change Your Plan ................................................................ 15 Print a Copy of Your Receipt ............................................................ 16 Change Your Currency, Time Zone and other Settings ......................... 17 Accessing Your GoToMyPC Host Mac or PC ...................................... 18 Set Quick Searches ........................................................................ 20 Remotely Unlock Your Host Computer ............................................... 21 Remotely Lock Your Host Computer .................................................. 22 Remotely Lock a Windows PC ........................................................ 22 Remotely Lock a Mac ................................................................... 22 End Your GoToMyPC Connection ....................................................... 23 The GoToMyPC Viewer ..................................................................... 24 Viewer Window and Host Image ....................................................... 24 Resize Your Viewer Window ............................................................. 25 Resize Your Host Mac or PC Image .................................................... 26 Mac Viewer Window Functionality ..................................................... 27 Viewer Window ........................................................................... 27 Full Screen Mode ......................................................................... 27 © 2011 Citrix Online, LLC. All rights reserved.
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View Menu.................................................................................. 29 Manage Multiple-Monitors from a Mac Client .................................... 29 Multi-Monitor Support ..................................................................... 31 Manage Multiple-Monitors from a PC Client ...................................... 31 Manage Multiple-Monitors from a Mac Client .................................... 32 Minimap ........................................................................................ 33 Universal Viewer ............................................................................. 34 Universal Viewer Shortcut ............................................................. 35 Resize Your Host Computer Image ................................................. 35 Lock and Unlock your Host PC with Send Ctrl-Alt-Del ........................ 35 Mobile Devices ................................................................................ 36 iPad, iPhone and iPod Touch FAQs .................................................... 36 GoToMyPC Pro and Corporate FAQs ................................................ 38 Android and Windows Phone 7 ......................................................... 39 PocketView® .................................................................................. 40 Using GoToMyPC Features ............................................................... 44 Mac Features and Keyboard Mapping ................................................ 45 Feature Comparison between Mac and PC ....................................... 45 Keyboard Mapping ....................................................................... 45 Right-Click from a Mac Client ........................................................ 46 File Transfer .................................................................................. 47 Transfer Files on a PC .................................................................. 47 Drag and Drop Files between PCs................................................... 48 Transfer Files on a Mac ................................................................. 49 File Sync ....................................................................................... 51 Repeat a Recent File Sync ............................................................. 53 Remote Sound ............................................................................... 54 Sound Features ........................................................................... 55 Direct Connections ......................................................................... 56 Direct Connection Options............................................................. 56 Enable Direct Connections ............................................................ 57 Current Status ............................................................................ 57 Direct Connections and Firewalls .................................................... 57 Session Performance ...................................................................... 58 Guest Invite .................................................................................. 59 Connect to an Invited Guest .......................................................... 60 Change Guest Access ................................................................... 61 Chat .......................................................................................... 61 Drawing Tools in Guest Session ..................................................... 62 © 2011 Citrix Online, LLC. All rights reserved.
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Cut/Copy and Paste ........................................................................ 63 Desktop Shortcut ........................................................................... 64 Create a Shortcut on a PC ............................................................. 64 Access a Host with a Desktop Shortcut ........................................... 64 Revoke All Desktop Shortcuts ........................................................ 65 Create a Web Shortcut on a Mac .................................................... 65 Create a Desktop Shortcut on a Mac ............................................... 65 Reconnect ..................................................................................... 67 Remember Me ............................................................................... 68 Disable Remember Me.................................................................. 68 View Access Activity Report ............................................................. 69 One-Time Passwords ...................................................................... 70 In-Session Reboot (GoToMyPC Corporate Only) .................................. 72 Host Authorization (GoToMyPC Corporate only) .................................. 73 Client Authorization (GoToMyPC Corporate only) ................................. 73 RADIUS Integration (GoToMyPC Corporate only) ................................. 74 Remote Printing .............................................................................. 76 GoToMyPC Printer .......................................................................... 76 Print to a Different Local Printer .................................................. 77 Manually Enable a Printer ................................................................ 78 Manually Enable a Printer - Troubleshooting and Best Practices ............. 83 Print Troubleshooting and FAQs ........................................................ 88 The GoToMyPC Printer is missing from my list of printers ..................... 99 Managing Your Computers ............................................................ 101 Add or Remove a Host Mac or PC .................................................... 101 Revoke Desktop Shortcuts ............................................................. 101 Move Host Computers between Accounts ......................................... 103 Change Your Host Computer Nickname............................................ 103 Change Account Password ............................................................. 104 Change Your Access Code .............................................................. 105 Change Your Access Code on a Mac or PC ..................................... 105 Shared Access (GoToMyPC Corporate only) ...................................... 106 Access Codes for Shared Users .................................................... 106 In-Session Reboot ..................................................................... 106 What it means when your Host Computer is In Session ...................... 107 Reinstall GoToMyPC ...................................................................... 108 Setting Preferences ....................................................................... 109 Host Preferences .......................................................................... 110 Viewer Preferences ....................................................................... 111 © 2011 Citrix Online, LLC. All rights reserved.
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Performance Preferences ............................................................... 112 Sound Preferences ....................................................................... 113 Security Preferences ..................................................................... 114 Authentication Preferences ............................................................ 115 Printing Preferences ...................................................................... 117 Connection Preferences ................................................................. 118 Desktop Notifications (GoToMyPC and GoToMyPC Pro) ....................... 119 Firewalls and GoToMyPC ............................................................... 120 Configure a Firewall on the Host Computer .................................... 120 Locate Your GoToMyPC Files for Firewall Permissions ......................... 120 Using GoToMyPC with a Client Computer Firewall .............................. 124 Use the Universal Viewer ............................................................ 124 Use another computer ................................................................ 124 Enable your client computer's firewall with GoToMyPC .................... 124 Update your security software .................................................. 125 Contact Global Customer Support if you need additional assistance. 125 Enabling GoToMyPC with McAfee Anti-virus Software ......................... 125 McAfee Total Protection ........................................................... 125 McAfee Security Center............................................................ 126 McAfee Total Protection Service ................................................ 128 Enabling GoToMyPC with Norton Anti-virus Software ......................... 129 Norton Internet Security 2010 .................................................. 129 Norton Internet Security 2007 .................................................. 131 Norton 360 3.0 ....................................................................... 132 Finding Norton or Symantec Security Software version ................. 133 Enabling GoToMyPC with CA Anti-virus Software ............................... 135 CA Internet Security Suite........................................................ 135 CA Security Center.................................................................. 138 Anti-Virus ........................................................................... 138 Anti-Spyware ...................................................................... 139 Personal Firewall .................................................................. 139 If you still cannot login ......................................................... 140 Enabling GoToMyPC with Kaspersky Anti-virus Software..................... 140 Kaspersky Anti-Virus 2010 ....................................................... 140 Additional Firewall Resources ......................................................... 142 Security Tips ................................................................................. 143 Protecting the Data Stream During a Session ................................... 144 FAQs and Troubleshooting ............................................................ 145 General FAQs............................................................................... 145 © 2011 Citrix Online, LLC. All rights reserved.
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Setup FAQs ................................................................................. 146 Session FAQs ............................................................................... 148 Direct Connections FAQs ............................................................... 149 Mac OS X 10.7 Lion FAQs .............................................................. 149 PocketView FAQs .......................................................................... 154 Troubleshooting ............................................................................ 155 Your Host Mac or PC is Offline ........................................................ 155 If GoToMyPC Fails to Connect......................................................... 159 Connection Test Help .................................................................... 161 Connection Wizard........................................................................ 163 Using the Custom Wizard (Advanced Users Only) ........................... 164 Forgot Your Account Password ....................................................... 170 Forgot Your Access Code on a PC .................................................... 171 Forgot Access Code on a Mac ......................................................... 173 Optimize GoToMyPC Performance ................................................... 175 Network Authentication ................................................................. 176 Determine domain name ............................................................ 176 The Send Ctrl-Alt-Del feature on Windows 7 and Vista ....................... 179 Enable User Account Control for individuals ................................... 179 Configure the Domain Group Policy or the Local Group Policy ........... 180 Change the Group Policy for Software SAS .................................... 182 GoToMyPC and Cookies ................................................................. 183 Sound Troubleshooting ................................................................. 184 No Sound ................................................................................. 184 Poor Sound Quality .................................................................... 184 Sound Cards ............................................................................. 185 After I install GoToMyPC, the website still prompts me to install GoToMyPC186 GoToMyPC does not download or install on my Mac ........................... 187 Contact Customer Support ............................................................ 188 © 2011 Citrix Online, LLC. All rights reserved.
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Welcome
GoToMyPC® is for individuals needing remote desktop access to 1-20 computers. It's an
easy and secure remote-access solution that enables you to conveniently access email, files,
programs and network resources from home or the road. Get unlimited access to your
computers from any web browser anywhere.
This help contains information for all GoToMyPC user plans including GoToMyPC Personal,
GoToMyPC Pro and GoToMyPC Corporate. Some content may not apply to your plan.
Teleworkers: Work on your office Mac or PC from home, easily and securely, with just an
Internet connection.
Travel: Access and use your Mac or PC and files from hotels, airports, Internet cafes anywhere with web access.
After-Hours Access: Access and use your office desktop, email and other corporate
resources after hours from any location connected to the Internet.
Global Customer Support: Get help any time - day or night - from our U.S.-based
customer support team.
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Versions of GoToMyPC
There are three versions of GoToMyPC.
GoToMyPC
Remote access for individual users.
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Unlimited access and use of your files, programs, email and network from anywhere.
Be more flexible and productive.
Travel light - no need to take a laptop on trips.
GoToMyPC Pro
Remote access with user management designed for companies with fewer than 50
employees.
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Get the benefits of GoToMyPC for you and your employees.
Manage employees' remote-access privileges.
Generate reports on individual and company remote-access activity.
GoToMyPC Corporate
Remote access with advanced user management and features designed for companies with
more than 20 employees.
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Set up and deploy remote access in just minutes - no training required.
Work remotely with confidence - GoToMyPC Corporate employs government-standard
encryption for all remote connections.
Manage licenses, security, usage reports and more from the Administration Center.
Note: If you are GoToMyPC Corporate or Pro user, your administrator has the ability to restrict access to features
and/or to require the use of some features. If you have questions about your feature-access rights, please see your
administrator for assistance.
Mac Users
GoToMyPC users can now access their Mac and PC hosts. Significant differences in
how GoToMyPC works on the Mac platform are highlighted with this icon.
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Getting Started
This guide shows you how to set up your PC or Mac with GoToMyPC and access it from
another computer. It also explains the main features of GoToMyPC so that you can begin
working quickly.
System Requirements
For Mac hosts (the Mac that you want to access), the following are required:
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Mac® OS X v10.5 (Leopard®) or newer
Note: For users with Mac OS 10.7 (Lion) please see our FAQs for more information.
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Firefox® 3.0, Safari® 3.0 Chrome 5.0 or the latest version of each web browser
JavaScriptTM and JavaTM enabled-web browser
"Always on" Internet connection with cable modem, ISDN, DSL or better
For PC hosts (the PC that you want to access), the following are required:
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Windows® 2000, Windows XP or newer recommended
Internet Explorer® 6.0, Firefox® 3.0, Chrome 2.0 or the latest version of each web browser
JavaScript and Java-enabled web browser recommended
"Always on" Internet connection with cable modem, ISDN, DSL or better
To access a remote computer using a Mac, the following are required:
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Mac OS X v10.4 (Tiger®) or newer
Firefox® 3.0, Safari® 3.0, Chrome 5.0 or the latest version of each web browser
JavaScript and Java-enabled web browser
Broadband Internet connection with cable modem, ISDN, DSL or better recommended
To access a remote computer using a PC, the following are required:
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Windows 2000 or newer, Windows XP or newer recommended
Internet Explorer® 6.0, Firefox® 3.0, Chrome 2.0 or the latest version of each web browser
JavaScript and Java-enabled web browser recommended
Broadband Internet connection with cable modem, ISDN, DSL or better recommended
To access a remote computer using a thin client, one of the following is required:
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iPad®, iPhone® or iPod Touch® running iOS 4.2 or newer with a host running GoToMyPC 7.0,
build 533 or newer
Microsoft Windows phones running Windows Mobile 6 Classic or Pro or Windows Mobile 5 for
Pocket PC or Pocket PC Phone Edition
Microsoft Windows CE device running Windows CE 5.0 and newer with a touch screen or mouse
(including thin clients and handhelds)
Note: Because of various operating system restrictions and hardware requirements, some features of GoToMyPC
may not function on some computers. For Server 2003 as a host PC, the www.gotomypc.com website must first be
added as a trusted site.
Note: Thin client support is not available for BlackBerry® Android
versions that lack a touch screen.
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, Windows® Phone 7 or Windows Mobile
Note: When accessing a remote computer using a system that does not meet these requirements (i.e., Linux,
SolarisTM, Windows Me and older Windows OSs, etc.), a Java-based viewer with limited functionality is provided.
See Universal Viewer.
Note: Citrix Online plans to support GoToMyPC on devices running the Windows Phone 7® and Android® operating
systems in the future.
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Upgrade Information
GoToMyPC will notify you when new updates are available. If you are on a PC, you can also
system tray icon and selecting
check for new updates at any time by right-clicking the
Check for Upgrade. If a new version exists, you will be notified and asked if you want to
upgrade.
Note: You can upgrade GoToMyPC versions 5.0 and higher while remotely connected to your host PC.
If you want to upgrade, click Yes; if not, click No. If you click Yes, GoToMyPC will download
the new version and prompt you to reinstall with the install wizard.
Should the automatic upgrade fail, you will need to manually upgrade the service. Simply
open a web browser, go to http://www.gotomypc.com/setupSoftware.tmpl and follow the
directions.
What's new in 7.2?
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Direct Connections: Improves in-session performance by making a direct connection
between your remote computer and your host PC, bypassing GoToMyPC
communication servers.
Mac File Transfer: Mac users can now transfer individual files between Mac and PCs.
Mac Multi-Monitor: Mac users can now easily navigate between multiple monitors on
either a host PC or Mac by scrolling or clicking the arrow at the edge of the screen.
Mac OS X 10.7 Lion: Full support for Mac OS X 10.7.
What's new in 7.0?
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Mac Support: Native Mac viewer includes display options like zoom, full screen and
multi-monitor support.
Cross-Platform Access: Flexibility to work PC to PC, Mac to Mac, Mac to PC or PC to
Mac.
Cross-Platform Support: Tools to support cross-platform access like keyboard
mapping, Cut/Copy and Paste, Send Ctrl-Alt-Delete and Set Right-Click.
Windows 7 Compatibility
What's new in 6.1?
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GoToMyPC 6.1 includes additional support and stability for host PCs with Windows
Vista.
The latest GoToMyPC upgrade resolves an issue identified after the release of Vista
Service Pack 1. Files transferred with the Drag and Drop feature to PCs with Windows
Server 2008 or Vista SP1 could be corrupted. Any host PCs on Vista or Server 2008
SP1 should be upgraded to build 438 or later.
What's new in 6.0?
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Sound: Enjoy your remote session even more with new customizable sound support.
In-Session File Sync: Easily synchronize your files and folders between the host and
client.
Shortcut/Reconnect: Bypass the normal browser login screen with the Shortcut
feature. Receive notification before a session is terminated due to inactivity and
quickly reconnect.
GoToMyPC Printer: Quickly print from your client PC with the new GoToMyPC Printer
driver. Setup and printer driver installations are no longer needed.
Guest Invite: Share your PC with a guest faster and with more control.
Vista Compatibility: GoToMyPC is now compatible with Microsoft Vista.
Universal Viewer: Universal Viewer support is improved and has added functionality.
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Can I upgrade while in session?
Yes, you can upgrade GoToMyPC versions 5.0 and higher while remotely connected to your
host computer.
How to upgrade GoToMyPC
GoToMyPC will notify you when new updates are available. On a PC, you can also check
upgrades.
1. Right-click the
icon in the system tray and select Check for Upgrade.
2. If available, click Yes to upgrade.The new version will download and InstallShield
Wizard will start. Click Next.
3. Make sure the Update option is selected and click Next. InstallShield Wizard will close
and update GoToMyPC.
4. When prompted, click Finish to complete the upgrade process.
Note: Should the automatic upgrade fail, you will need to manually upgrade. To manually upgrade, open a web
browser, go to www.gotomypc.com/setupSoftware.tmpl and follow the directions.
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Useful GoToMyPC Terms
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Access Code - Your access code is a unique password that you determine when you
set up each host Mac or PC. You will use the access code every time you remotely log
in to a host computer.
Account Password - Your account password is what you use to log in to the
GoToMyPC website.
Client Computer - The client computer is the computer that you will use to access
the host Mac or PC. It can be any Internet-connected computer with a Windows or
Java-enabled browser, located anywhere in the world (airport kiosk, Internet cafe,
hotel, library, etc.). The client is sometimes called the local computer.
Computer Nickname - The computer nickname is the name you assign to a host
during installation of GoToMyPC software. Using nicknames helps you identify your
computers if you set up more than one for remote access. It can be any name you
choose: Office, Home, Laptop, Rover - you decide.
Host - The host is the Mac or PC you will want to access from a remote location. You
will install the GoToMyPC software on the host Mac or PC. The host computer is a
unique and specific computer. The host is sometimes called the remote computer.
Host Image - The host image is the picture of the host Mac or PC desktop that
appears in the Viewer window.
One-Time Passwords - One-Time Passwords offer an additional level of security for
users. This feature will help defeat keyboard-sniffer or keystroke logger software.
RADIUS - RADIUS is a two-factor authentication method based on something you
know (a password or PIN) and something you have (an authenticator), providing a
more robust level of user authentication. RADIUS is available on GoToMyPC
Corporate.
Session - A session refers to the time you are remotely connected to your host
computer.
System Tray Icon - The system tray is located at the bottom right of Windows PCs
next to the clock. The system tray icon represents the status of the GoToMyPC service
on PCs and is used to access GoToMyPC preference and setting options. To access
system preferences, right click the system tray icon and select Preferences.
Viewer - The Viewer is the window displayed on your client computer in which the
host's desktop will appear. The Viewer window has its own title and menu bar.
Note: The system tray icon may be hidden. In order to access it, click the arrow to the left of the system tray. The
arrow points left in Windows Vista and earlier (pictured) and up in Windows 7.
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Status state representations
Icon
Status
GoToMyPC host PC is running and ready for use
GoToMyPC host PC requires authorization before use may begin
GoToMyPC host PC is running but connection is interrupted
GoToMyPC host PC is being accessed in a session
GoToMyPC host PC has screen-blanking enabled while in a session
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Features
Automatic Setup: Plug-in automatically launches, installs and configures itself. No
restart required. Even novice users can be ready to go in minutes.
Universal Viewer: When you connect to your computer, the Viewer window launches
automatically, allowing you to view and control your PC or Mac from another Windows,
Windows CE, Mac, Linux, Unix or Solaris computer. No pre-loaded software required.
Access your computer from any web browser on any operating system at any time.
Mobile Support: Securely access your computer from your iPad, iPhone, iPod Touch
and Pocket PC (PocketView).
Drag-and-Drop File Transfer (PC to PC only): Easily transfer files by dragging and
dropping folders and directories between computers. You never again need to email
files to yourself or copy to a USB flash drive. Get access to your files at any time from
anywhere.
File Sync (PC to PC only): Synchronize files and folders between your remote PC and
any other computer with just a click.
Sound (PC to PC only): Hear sound on your remote PC with customizable audio
settings. Automatic muting on your remote PC means sound can only be heard by you.
True Color: View your desktop in brilliant true color.
Performance Tuning (PC only): Adjust the speed, sound, color quality and display
settings to get the performance that best suits your needs.
Multi-Monitor Support: Use GoToMyPC with multiple monitors connected to a single
computer.
Remote Printing (PC to PC only): Print documents to any printer wherever you
happen to be - there's no need for the application that created the document to be
installed on the client PC. A hard copy of that forgotten file is only a connection away.
Cut/Copy and Paste: Cut, copy and paste text between computers. Simplifies transfer
of content between desktops.
Encryption and Maximum Security: All data is protected with AES encryption using
128-bit keys. Dual passwords and end-to-end user authentication. Option to use OneTime Passwords for maximum security. Most secure Internet connection available in a
remote-access product.
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Set Up a Host Computer
Before you can access your host Mac or PC remotely, you first need to create your account
(first time users), install the GoToMyPC software and leave the Mac or PC accessible. To
install the software, you will need to be at the Mac or PC and have the email address and
password you used to register.
Note: To enable all features and functionality, GoToMyPC needs to be installed with Administrator Rights,
therefore, Corporate and Pro users please contact your administrator for assistance; in some instances, your
administrator may install GoToMyPC Corporate for you using a remote installation process.
Create Your Account (first-time users)
To create a personal GoToMyPC account
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New GoToMyPC users can sign up for service at www.gotomypc.com.
Select the Free Trial or Buy Now link on the upper left side of the page.
Enter your name and email information and then click Continue.
Create a new account password with at least eight characters using both letters and
numbers and then click Continue.
Enter your billing information and then click Get Free Trial or Buy Now.
If you are sitting at the computer you wish to access from anywhere then click Yes,
Install GoToMyPC. Please continue with the Step Two - Install the software
instructions.
If you are not, then go to the computer you wish to install GoToMyPC on and continue
with the Step One - Download the software instructions.
To create a GoToMyPC Corporate or Pro account
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In most cases you will receive an email invitation from your company administrator to
set up your GoToMyPC Corporate or Pro account. Go to your email account and open
the email titled Set Up GoToMyPC.
Click the link in the email to activate your account (first link in email). A new browser
window opens and prompts you to create your account.
Enter your first and last name, create and confirm your account password, click
Submit.
If you are sitting at the computer you wish to access from anywhere then click Install
GoToMyPC. Please continue with the Step Two - Install the software instructions. If
you are not, then go to the Mac or PC you wish to install GoToMyPC on and continue
with the Step One - Download the software instructions.
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Set Up a Host PC
To set up a host Mac or PC for remote access
Step One - Download the software
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Be sure you are at the Mac or PC you will want to access remotely; this will be the
host.
Open a browser window and go to www.gotomypc.com.
Enter your email address and account password and click the Log In button.
First-time users, or users without any PCs set up, click the Install GoToMyPC button.
Returning users who have more than one license can add additional host PCs from this
screen.
Depending on your browser, click Trust, Yes, Allow or Grant to begin downloading
the GoToMyPC software.
Step Two - Install the software
1. Click Continue or Next at the Welcome screen begin installation.
2. If prompted, select an install location and then click or Install from the Install screen.
• Mac Installation: You will be prompted to enter your Mac login password. This is the
password you normally use to install new Mac software and is not a
GoToMyPC password.
• PC Installation: If you intend to use Windows' Fast User Switching feature during this
session the select "Yes, I want to restart my computer now" and click Finish.
Note: If you are using security or firewall software, you must permanently allow GoToMyPC to connect to the
Internet. See Using GoToMyPC with Firewalls for more information.
Note: If you are a GoToMyPC Corporate user in an environment that requires authentication to access the
Internet, you will be prompted to enter your GoToMyPC Corporate account login information during setup. Please
contact your administrator for further details.
3. When prompted, enter your email address and account password (these are the same
that you used to log in to the GoToMyPC website) and click Continue.
4. If needed, select the GoToMyPC account to which this computer should belong.
5. Create a nickname for the host Mac or PC and click Continue.
6. Give the computer an access code and click Continue.
Note:If you forget your access code or wish to change it, you can quickly create a new one from your host
computer. Please see Forgot Your Access Code for details.
Note: For the highest level of security we recommend that your access code be different from your account
password.
• Mac Installation: Now that GoToMyPC has been successfully installed you will see the
GoToMyPC
icon at the top right of your screen in the Mac menu bar.
• PC Installation: Successful PC installation can be confirmed by viewing the
the bottom right of your screen in the system tray.
icon at
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Leaving the Host Computer Accessible
To be able to access your host Mac or PC from a client computer, you need to ensure that
your host meets the three following conditions:
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The host is turned on and not in sleep mode.
The host is connected to the Internet with a live connection.
The GoToMyPC service is running.
Note: To help ensure security, you may want to lock your Mac or PC before you leave it unattended.
Note: Since GoToMyPC does not require the display monitor on your host, you may want to turn it off before you
leave to conserve energy. You can also set your monitor to automatically power down after a specified time.
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Managing Billing and Account Information
You can view and edit your account information by logging in at www.gotomypc.com and
selecting My Account from the left navigation menu.
This section of the GoToMyPC website enables GoToMyPC and GoToMyPC Pro customers to
view or edit their account and billing information, change their account password and much
more.
Note: GoToMyPC Corporate customers should contact their account manger for account and billing related
questions.
To view and edit your account information
1. Log in to your account at www.gotomypc.com.
2. In the left navigation menu, select My Account
3. Select from the following account options from the expanded My Account menu.
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My Account: Edit the name on the account, change your password and enable the
Remember Me feature.
Billing Info: Update your credit card information, change your billing address and
manage subscription options.
Plan Selection: Add computers, change your plan type, see pricing information or
upgrade to GoToMyPC Pro.
Account History: View your current balance and print a billing receipt.
Settings: Change your location and language settings as well as manage your email
subscriptions and Desktop Notifications.
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Change Your Password and Account Information
You can view your account status, manage account details, change your password and
enable the Remember Me feature by logging in to www.gotomypc.com and selecting My
Account from the left navigation menu.
Note: GoToMyPC Corporate users may have some features disabled by their administrator.
To view and edit account information
2. Select My Account in the left navigation menu.
3. Enter your current password and make any desired account or password changes.
Click the Save Changes button at the bottom of the page.
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Cancel Your Account or Update Billing Information
If you are a GoToMyPC or GoToMyPC Pro user, you can update your credit card and billing
information at anytime.
Note: GoToMyPC Corporate customers should contact their account manager for account and billing questions.
To view or modify your GoToMyPC account
1. Log into your account at www.gotomypc.com.
2. Select Billing Info from the expanded My Account navigation menu.
Note: GoToMyPC Corporate customers should contact their account manager for account and billing questions.
From the Billing Information page you can do the following:
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Update your credit card information (a)
Change your billing address (b)
Expense your account (c)
Renew or cancel your account (d)
3. Click Save Changes when you have finished.
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Credit Card Information
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Current credit card information is displayed.
Add or change information as needed.
Click Save Changes when finished.
Note: Online credit card payments are processed on our secure server using a VeriSign SSL Certificate. This means
GoToMyPC has been authenticated by the strictest industry standard, and your transaction with us is encrypted.
Billing Address
Make changes to billing address, as needed, and click Save Changes when finished.
Expense GoToMyPC
If you plan to expense your GoToMyPC service, select the option to include additional
business information.
Subscription Options
With Subscription Options you can decide what will happen with your GoToMyPC account
after the current plan expires. Because GoToMyPC is a pre-paid service, your service will
continue until the end of your current paid subscription period. At that time, your plan will
be discontinued and will not renew again.
To renew or cancel GoToMyPC after the current plan expires
1.
2.
3.
Log in to your account at www.gotomypc.com.
Select the Billing Info link from the expanded My Account menu in the left navigation
pane. You can also call Global Customer Support toll-free at 1888 259 3826. If you
are calling from outside the United States or Canada, please use one of our
international telephone numbers.
From the Subscriptions Options section, select an option once the current plan
expires.
Note: You can also contact Global Customer Service to cancel your account.
13
Cancel Your GoToMyPC Account
If you are a GoToMyPC user on an individual plan, you can easily cancel your subscription
from the My Account page by logging in at www.gotomypc.com.
Note: GoToMyPC organizers on corporate plans (multi-user accounts) must contact their Account Managers to
cancel their subscriptions.
Because the GoToMyPC service is pre-paid, changes made to your subscription plan
(including cancellations) will not take effect until the end of your current billing period.
To cancel your GoToMyPC subscription
1. Log in to www.gotomypc.com and select My Account in the left-navigation menu.
2. Select Billing Information in the expanded menu.
3. Under the Subscription Options section, select the “Turn Off Renewal” option.
14
How to Change Your Plan
If you are a GoToMyPC or GoToMyPC Pro user, you can log in to your account to view or
modify your plan selection and billing options at any time.
To view or modify your GoToMyPC account
1. Log into your account at www.gotomypc.com.
2. Select Plan Selection from the expanded My Account navigation menu.
3. From your current plan description page you can do the following:
• Review your current plan (a)
• Add or remove the number of PCs (b)
• Select whether you want an annual or monthly plan (c)
• Purchase GoToMyPC Pro if you would like administrative features that allow you to
manage multiple users (d)
Note: GoToMyPC Corporate customers should contact their account manager for account and billing related
questions.
•
•
To renew or cancel your account, see Cancel Your Account or Update Billing
Information.
For other plan changes, please contact Global Customer Support.
15
Print a Copy of Your Receipt
If you are a GoToMyPC or GoToMyPC Pro user you can review your account activity, print
receipts and change your location settings by logging into your account at
www.gotomypc.com and selecting Account History from the expanded My Account
navigation menu.
Note: GoToMyPC Corporate customers should contact their account manger for account and billing questions.
16
Change Your Currency, Time Zone and other Settings
GoToMyPC and GoToMyPC Pro users can view and edit their account settings by logging into
their account at www.gotomypc.com and selecting Settings from the expanded My Account
navigation menu.
Customizable account settings include location settings, time zone (a), email notifications
(b), and Desktop Notifications (c).
To view or edit your account settings
1. Log in to the GoToMyPC website.
2. In the left navigation bar, select My Account and then Settings.
3. Complete desired changes and click the Submit button.
17
Accessing Your GoToMyPC Host Mac or PC
Once GoToMyPC is set up and running on your host Mac or PC, you can access it
immediately from almost any other Mac, PC or mobile device that is connected to the
Internet.
To remotely access your host, you need to be at a client computer (any computer other
than the host you just set up), and you need to know your email address, password and
access code.
Required: The host computer must be turned on and connected to the Internet, and
GoToMyPC must be running. See more information at Leaving the Host Computer
Accessible.
To remotely access your host computer
1. In your web browser, type www.gotomypc.com.
2. Enter your Email Address and GoToMyPC account Password and click Log In.
3. If prompted, choose the account you want to access and click Go (only applies if you
have multiple GoToMyPC accounts associated with one email address).
This loads your My Computers page.
18
4. To the right of the nickname of the computer you want to access, click the Connect
button.
Note: If a Mac or PC's status is Offline, then you are not able to access that host.
Note: If you are a GoToMyPC Corporate user and your host is a shared PC that is being accessed by another
GoToMyPC user, In Session appears in the connect box. If you choose to connect to a PC while it is in session, the
session in progress will be terminated. Keep in mind that the In Session notification will display until the first user
terminates the connection with the host PC and you refresh your browser.
5. Depending on your browser, click Run, Always, Allow or Trust to download the
GoToMyPC Viewer.
Note: PocketView users need to click the Download link to begin download.
6. When prompted, enter your access code for the host and click OK.
Remember, the access code is the unique password that you set up for each host
computer. It is different from the account password you use to log in to the GoToMyPC
website.
You are now connected to your host Mac or PC, and the host image appears in the
Viewer window. You can start accessing all your files, applications and emails as if you
were sitting at the host computer.
19
Set Quick Searches
If your account has more than 10 GoToMyPC seats accessed by the same email address,
you can quickly locate a favorite host computer with the Quick Searches feature.
To set a Quick Search
1.
2.
3.
4.
Select a Quick Searches number that you would like associated with a common
search.
In the Search field enter a host computer nickname; or portion of a nickname if you
use the * wildcard option.
Click the Set Quick Search button to save the search for future use.
The next time you need to initiate a saved search from the Computer List, simply
select the Quick Searches number to view your host Mac or PCs.
Note: This feature is limited to 5 saved searches but a number can be reassigned at anytime.
20
Remotely Unlock Your Host Computer
After you have successfully connected to you host Mac or PC, the computer may be locked.
In most cases you will just need to enter your Windows or Mac system password. Your
operating system determines the unlock method.
To unlock Windows 2000, XP Professional, Vista or Windows 7
1. From the Viewer menu choose Tools and select Send Ctrl-Alt-Del,
- or Click the Send Ctrl-Alt-Del button in the upper right-hand corner of the Viewer window.
2. Enter your Windows password to unlock your PC as you normally would using your
network ID and password.
Note: If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Vista or Windows 7, then the Secure
Attention Sequence (SAS) may be disabled. Please see Enable GoToMyPC to Send Ctrl-Alt-Delete on Vista
and Windows 7 for more information.
To unlock Mac OS X v10.5 and Windows XP Home (or XP Professional with Fast
User Switching)
1. If the screensaver is running, move the mouse to deactivate it.
This displays the login screen.
2. Log in to your Mac or PC as you normally would.
21
Remotely Lock Your Host Computer
When you are through using your host Mac or PC, we recommend that you lock your
computer to help protect your data. PC users can set the GoToMyPC Security Preferences to
automatically lock upon disconnect. If you wish to do so manually, your operating system
will dictate the method you will use to lock your Mac or PC.
Remotely Lock a Windows PC
To lock Windows 2000, XP Professional and Vista
1. Complete all activities on your host PC.
2. Click the Windows Start button and Select Log Off.
-Or3. From the GoToMyPC Viewer menu bar, choose Tools, then Send Ctrl-Alt-Del. Or click
the Send Ctrl-Alt-Del shortcut button in the upper right-hand corner of the Viewer
window.
Note: If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Vista or Windows 7 then the Secure
Attention Sequence (SAS) may be disabled. Please see Enable GoToMyPC to Send Ctrl-Alt-Delete on Vista
and Windows 7 for more information.
4. From the Windows Security screen click the Lock Computer button.
Your computer workstation is now locked.
Note: GoToMyPC automatically disconnects after 15 minutes of inactivity on your host computer. For information
about how to adjust this setting, please see Security Preferences.
To lock Windows XP Home (or XP Professional with Fast User Switching)
1.
2.
3.
4.
Complete all activities on your host PC.
Click the Windows Start button.
Select Log Off.
Select Switch User.
Your computer workstation is now locked.
Remotely Lock a Mac
Since GoToMyPC cannot be configured to automatically lock your Mac upon disconnection
you should consider configuring your inactivity log out settings in the Security section of
your Mac System Preferences.
To lock Mac OS X v10.5 or newer
1.
Complete all activities on your host Mac.
2.
3.
button at the top left of your screen.
Click the
Select Log Out to securely lock your Mac.
22
End Your GoToMyPC Connection
Prior to disconnecting from your host Mac or PC, you may want to first lock your computer
to help ensure your security. PC users can customize GoToMyPC on the Security tab in the
Preferences window to automatically lock your host PC upon disconnection.
Note: If you are listening to music from your host PC, be sure to stop the music before disconnecting your session.
If you do not stop the music on the host PC before disconnection, the music will no longer be muted and could be
heard by anyone close to your host PC.
There are two ways to end your GoToMyPC connection.
To end your GoToMyPC connection from a PC
•
•
•
From the Viewer menu bar, choose File, then Disconnect.
- or In the upper-right corner of the Viewer window, click the
- or Right-click the
button.
system tray icon and select End Session.
To end your GoToMyPC connection from a Mac
•
•
From the GoToMyPC Viewer menu, choose Quit and Disconnect.
- or button.
In the upper-left corner of the Viewer window click the
23
The GoToMyPC Viewer
Viewer Window and Host Image
The Viewer Window
While in a remote session, the Viewer is displayed on your client computer (a) so that you
can view a real-time image (c) of your host Mac or PC's desktop. The Viewer (b) has a menu
bar with options that allow you resize the host image and access features.
Remember, the host is the computer on which the GoToMyPC program is actually installed.
The client is the computer that runs the GoToMyPC downloadable from the web rather than
the installed program, and it is the computer from which you are remotely accessing the
host.
24
Resize Your Viewer Window
You can choose to have the Viewer appear as a window on your desktop or as a full-screen
image.
•
•
In Window mode: The Viewer appears as a window on your desktop just like any
other application. The Viewer menu and the Windows controls in the upper-right
corner of your screen are always available and you can resize the Viewer window just
like any other application window.
In Full Screen mode: The Viewer expands to fill your entire screen and hides the
GoToMyPC menu at the top of the screen. When you need to access the hidden menu
from a Mac, move your mouse pointer to the top of the screen to display the menu.
From a PC, simply select the menu tab at the top of the screen.
To start Full Screen mode
•
From the Viewer window menu bar, select View, then Full Screen.
This expands the Viewer window to Full Screen.
To end Full Screen mode
1. Move your mouse over the menu tab at the top of the screen to display the menu.
2. Select View, then Window.
This will cancel the selection of Full Screen mode and return you to a resizable Viewer
window.
Note: This is for the GoToMyPC Viewer window. For directions on other viewers, please see the Universal Viewer or
Mobile Devices sections.
25
Resize Your Host Mac or PC Image
You can choose to change the size of the image of your host desktop from the View menu at
the top of your screen.
•
•
•
Actual Size: Displays the actual image of the host desktop within the Viewer and may
require you to scroll.
Scale to Fit: Displays the image of the host desktop scaled to fit the whole desktop
image within the Viewer.
Zoom To: Allows you to zoom the image to a setting you choose. You can choose from
several pre-set options or choose a custom option. This selection may require you to
scroll.
Note: This is for the GoToMyPC Viewer window. For directions on other viewers, please see the Universal Viewer or
Mobile Devices sections.
If you are viewing your host from a Mac, then you can also manage the size and
screen mode directly from the slider bar at the bottom right of the Viewer window.
To view the host desktop in Full Screen mode, simply click the button to the left of
the slider bar.
26
Mac Viewer Window Functionality
When you remotely access a PC or Mac host from your Mac, you will see the Mac Viewer
window. Following is a description of a few key Viewer features. See Setting Up a Host
Computer or information about preparing your computer for remote access.
Viewer Window
•
•
•
•
Full-screen button (a): Expands Viewer window to fill your screen.
Send Ctrl-Alt-Del (b)*: Has the same effect as pressing Ctrl-Alt-Del on the host PC.
Right-click button (c)*: Allows Mac users to right-click as though they were using a
PC. If you want to right-click on something, click the button and then click the object
you want to right-click.
Zoom Slider (d): Allows you to zoom in or out of your desktop. This can be especially
useful if your host PC has a much higher screen resolution than the client computer. If
you want to view a different part of your screen, you can scroll around the desktop by
moving your mouse to the edges of the Viewer window.
Note: *Only applicable when connecting to a host PC.
Full Screen Mode
Full screen mode fills your client computer's screen with the desktop from your host
computer. You can access the same controls present in the Viewer window by clicking the
tab at the top of your screen.
27
•
•
•
•
•
•
•
•
Disconnect (a): Ends your GoToMyPC session.
Exit Full Screen (b): Exits full screen mode.
Zoom (c): Allows you to increase the size of the screen.
Fit to Screen (d): Scales the host computer desktop to fit your Viewer window.
100% (e): Displays the host PC desktop at its full resolution, even if that means only
showing a portion of the screen at a time. If you want to view a different part of your
screen, you can scroll around the desktop by moving your mouse to the edges of the
Viewer window.
File Transfer (f): Ability to transfer individual files between Macs and PCs.
Send Ctrl Alt Del (g) *: Has the same effect as pressing Ctrl-Alt-Del on the host PC.
Set Right-click (h) *: Allows Mac users to right-click as though they were using a PC.
If you want to right-click on something, click the button and then click the object you
want to right-click.
Note: *Only applicable when connecting to a host PC.
28
View Menu
•
•
•
•
Full Screen (a): Makes the Viewer window fill your screen.
Window (b): Keeps the Viewer window as a window on your desktop (as pictured.)
100% (c): Displays the host PC desktop at its full resolution, even if that means only
showing a portion of the screen at a time. If you want to view a different part of your
screen, you can scroll around the desktop by moving your mouse to the edges of the
viewer.
Fit to Screen (d): Zooms out so the whole desktop is visible in the viewer.
Manage Multiple-Monitors from a Mac Client
Mac users can switch back and forth between multiple monitors or scroll smoothly between
the two. There are two ways of navigating between monitors:
Scrolling
Ensure that the Show Primary Monitor and Scroll option is selected in the Multi-Monitor
drop-down menu. (a)
To scroll, move the mouse pointer close to the edge of the screen in the direction of the
other monitor. A translucent gray-patch along the edge indicates the active area for
scrolling. (b)
29
Switching
To work only on one monitor and disable scrolling, select the specific monitor (d) from the
Multi-Monitor drop-down menu or click the arrow at the edge of the screen. (c)
30
Multi-Monitor Support
GoToMyPC supports multiple monitors connected to a single Mac or PC. You can choose
which monitors to access while in session.
Note: Since GoToMyPC does not require the display monitors on your host Mac or PC, you may want to turn them
off before you leave for the sake of privacy and to conserve energy. You can also set your monitors to
automatically power down after a specified time in your PC's Display Properties control panel. Keep in mind that a
host Mac or PC is not accessible while in sleep mode. See Leaving Your Host Accessible for more information.
Manage Multiple-Monitors from a PC Client
Note: Hardware limitations may prevent host PC screen blanking from working with multiple monitors using a
single video card. For optimal privacy it is advisable to turn both monitors off when not in use.
Connecting to a multi-monitor host PC
1. Log in and connect to your host PC. The default screen shown will be your primary
monitor.
2. To select another monitor, simply click the arrow button located on either side of the
Viewer window.
You can also click the <Windows> key on your keyboard and either the left or right
arrow key depending on the orientation of your monitors.
Note: For the <Windows> + arrow keys function to work, "Pass Windows keys to host computer" must be
unchecked on the Viewer preferences.
3. To view all host PC monitors, hold the <Shift> key while selecting Scale to Fit mode
from the View menu.
Connecting to a multi-monitor host PC with a multi-monitor client PC
1. Log in and connect to your host PC.
2. Change to full screen mode to view both monitors by holding the <Shift> key and
clicking the maximize/minimize window button on the top right of the Viewer; or hold the
<Shift> key and select Full Screen from the View menu.
3. To toggle back to window mode, simply click the maximize/minimize window button in
the Viewer.
31
Manage Multiple-Monitors from a Mac Client
Mac users can switch back and forth between multiple monitors or scroll smoothly between
the two. There are two ways of navigating between monitors:
Scrolling
Ensure that the Show Primary Monitor and Scroll option is selected in the Multi-Monitor
drop-down menu. (a)
To scroll, move the mouse pointer close to the edge of the screen in the direction of the
other monitor. A translucent gray-patch along the edge indicates the active area for
scrolling. (b)
Switching
To work only on one monitor and disable scrolling, select the specific monitor (d) from the
Multi-Monitor drop-down menu or click the arrow at the edge of the screen. (c)
Note: In full-screen mode, it is not possible to disable scrolling if the client and host computer resolutions are not
the same. You may be able to view parts of the other monitor even if ‘Show Only Monitor …' option is selected.
Note: The Multi-Monitor button and arrows only appear when applicable.
Note: The screen blanking feature is not available on either Mac monitor, so for optimal privacy, it is advisable to
turn off the Mac host monitor while not attended.
Note: The Internet connection is disabled when a Mac laptop lid is closed which will prevent you from remotely
accessing the Mac laptop. See Leaving your Host Accessible for more information.
32
Minimap
The Minimap feature offers quick navigation between different monitors by displaying a
scaled down version of the host computer.
This feature is not available for Mac computers.
To navigate between monitors with Minimap window
1.
2.
3.
With the Viewer window selected, press and hold the <Ctrl> <Windows> keys on your
keyboard and then left-click the mouse button to display the Minimap window.
Continue to hold the mouse button down while dragging the red navigation box to
another section of the host desktop.
Release the mouse button to close the Minimap window.
33
Universal Viewer
The Universal Viewer enables you to view your host PC or Mac from any computing device
and operating system that supports Java, including Mac, Linux and Solaris computers or
from Windows computers that do not accept downloadable files. Please see System
Requirements for more information on which systems may require the Universal Viewer.
This feature is particularly useful if you are using an Internet kiosk. To help ensure the
greatest possible usability, the Universal Viewer has a limited set of features and does not
include support for Sound, Chat, Clipboard, Remote Printing, File Transfer/Sync or Dragand-Drop File Transfer or Viewer Dimming.
There is nothing you need to do to enable the Universal Viewer. It will automatically appear
during the connection process if you are using an operating system other than the
supported Windows or Mac operating systems, or if you are using a PC or Mac that does not
accept downloadable files.
To help ensure your security when using the Universal Viewer, you are logged out of your
GoToMyPC session any time you navigate to a new web page, exceed your Viewer inactivity
time-out period without any keyboard or mouse activity, or upon disconnection.
To begin a session with the Universal Viewer
1.
2.
3.
4.
5.
6.
Open a browser window and go to www.gotomypc.com.
Enter your email address and account password and click the Log In button.
If prompted, choose the account you want to access and click Go (only applies if you
have multiple accounts associated with one email address).
To the right of the nickname of the PC to which you want to connect, click the
Connect button.
On the connection status page, click the Use the Universal Viewer link.
The Universal Viewer should load in about 30 seconds.
34
Universal Viewer Shortcut
The Shortcut feature adds a shortcut to the client computer's browser's Favorites or
Bookmarks folder. The Shortcut is convenient for users who frequently use the same client
computer to access the same host PC (e.g., access a work PC from a home computer). The
shortcut saves time by directing you to the Enter Access Code window, bypassing the usual
browser/password login page.
To create a shortcut from the Universal Viewer
1.
2.
3.
4.
Begin a session as described above.
From the Universal Viewer window, choose File, then Create Shortcut to "Host PC
Name".
Click Yes to authorize creation of a shortcut.
Select a location in your browser's Favorites folder and click OK.
Note: If your browser does not support creating bookmarks automatically, a link will be provided that can be
pasted into a bookmark. Simply create a bookmark from your browser and then right-click the new bookmark and
select Properties. Replace the existing bookmark link with the provided link.
Resize Your Host Computer Image
You can choose to change the size of the image of your host desktop within the Universal
Viewer. You have the options of choosing to adjust your image size to Actual Size, Scale to
Fit or Zoom To from the View menu.
•
•
•
Actual Size: Displays the actual image of the host computer desktop within the
Universal Viewer and may require you to scroll.
Scale to Fit: Displays the image of the host computer desktop scaled to fit the whole
desktop image within the Universal Viewer.
Zoom To: Allows you to zoom the image to a setting you choose. You can choose from
several pre-set options or choose a custom option. This selection may require you to
scroll.
Lock and Unlock your Host PC with Send Ctrl-Alt-Del
The Send Ctrl-Alt-Del feature can be used to unlock and lock a host computer. For more
information please see the sections titled Remotely Unlock Your Host PC and Remotely Lock
Your Host PC.
35
Mobile Devices
iPad, iPhone and iPod Touch FAQs
What is the GoToMyPC app for iPad, iPhone and iPod Touch?
GoToMyPC now gives you the freedom to go anywhere you choose and connect to your host
computers (Mac & PC), directly from your iPad, iPhone or iPod Touch.
What can I do with GoToMyPC on an iPad, iPhone or iPod Touch?
•
•
•
•
View the list of all host computers.
Connect to either a PC or Mac host computer.
Precisely control the mouse pointer on the host computer.
Multi-task: Users can switch between GoToMyPC app and other apps on their iPhone
without losing connection. However, GoToMyPC automatically disconnects after being
in the background for more than 5 minutes.
How much does the GoToMyPC app cost?
There is no cost for the GoToMyPC app. You can easily download the app from the App
Store. However, you will need a GoToMyPC subscription in order to connect to your
computer.
Can I connect to my computer from my iPad, iPhone or iPod Touch?
Yes, with GoToMyPC for iOS devices, you can connect to your Mac or PC using your iPad,
iPhone or iPod Touch.
Download the free app from the App Store.
See how it works: http://www.youtube.com/watch?v=97g_SPBsx28
Note: To use this free application, you must have a current GoToMyPC subscription or trial on the computer(s)
you want to access. If you're not a subscriber, try it free for 30 days at www.gotomypc.com.
Are there any additional fees for using the GoToMyPC app?
The app is free, and there's no charge for connecting to your sessions. However, if you’re on
a 30-day free trial, you will need to pay a subscription fee on completion of your free trial to
continue using GoToMyPC. Additionally, you will need to pay for your Internet Company for
data charges incurred while using the GoToMyPC for iOS app.
How do I download and install the GoToMyPC app for iOS devices?
The GoToMyPC remote desktop application for iOS devices is available on the App Store.
From your iOS device, open the App Store and select GoToMyPC. Tap the FREE button, then
tap it again after it changes to INSTALL. The app will install automatically, and a MYPC icon
will be added to your iOS device.
What are the mandatory system requirements to connect to host computers from
my iPad, iPhone or iPod Touch?
•
•
•
Device - iPhone 3GS, 4 / iPod Touch 3rd Gen+ / iPad 1, 2
Operating System - iOS 4.2 or newer
Remote Computer:
• “Always on” Internet connection (cable, ISDN, DSL or better)
• PCs: Windows® 2000 or newer
• Macs: Mac OS® X v10.5 (Leopard®) or newer.
36
Which version of GoToMyPC do I need on my computer in order to access it from
my iPad, iPhone or iPod Touch?
Your host Mac or PC must be equipped with GoToMyPC Version 7, build 533 or above. We
recommend using the latest version of GoToMyPC to benefit from new features and fixes.To
check what version of GoToMyPC is on your computer:
On a Mac: Click the
icon in the menu bar, then click About…
On a PC: Right-click the
icon in the taskbar, then click About…
How do I connect to my computer from my iOS device?
1.
2.
3.
4.
5.
Be sure your host computer (the computer you want to access) is turned on,
connected to the Internet and has GoToMyPC installed on it.
Tap the GoToMyPC icon on your iOS device and log in.
You will see the list of computers that are added to your account. If the computer you
wish to access isn’t available in the list, you will need to ensure that it’s turned on and
has GoToMyPC installed on it.
On the iPad, tap the Connect button next to the computer you wish to access. On the
iPhone and iPod Touch, tap the computer name.
Enter your access code and tap OK. Your host computer's desktop will now appear on
your iOS device's screen.
How does connecting to a session on an iPad, iPhone or iPod Touch compare with
the experience on a PC or Mac?
Just as on a PC or Mac, you can view the list of computers and work on your host
computers. However, some features are not yet available on the iPad, iPhone and iPod
Touch such as copy/ paste functions, remote printing, remote sound and file transfer.
Can I control my computer using my iOS device’s multi-touch gestures?
Yes – you will be able to use standard iOS device’s gestures (such as swiping, pinching and
turning your iOS devices to view in standard or landscape view). We have used six simple
gestures to make GoToMyPC easy to use on iOS devices. To review these controls, connect
to your host Mac or PC, tap the arrow at the top of the Viewer window, and then tap Help.
What is the Precision Control feature on iOS devices?
Precision Control is the new on-screen mouse feature provided in this version of the
GoToMyPC app. The on-screen mouse enables the user to have precise control of their
mouse on the host computer. Mouse controls like right-click, left-click, hover and drag
actions can be done using the precision control feature.
Can I use the GoToMyPC app for iOS devices to type on the computer I'm
accessing?
Of course – just tap the arrow at the top of the Viewer window, then tap Keyboard. (Or you
could just do a three-finger tap to bring it up right away.) The GoToMyPC application
features special keys, including Alt, Ctrl, Tab and F1-F12, among others. You can also use
keyboard shortcuts like Ctrl + C for Copy.
We've even developed two modes for typing, so you can work the way that suits you best.
Character mode, identified by the a button at the top-left of the keyboard, sends one
character at a time to your host computer.
37
Preview Text mode, identified by the abc button at the top-left of the keyboard, allows
you to type in an unlimited block of text before sending to the host. This allows for faster
typing and automatic spell checking.
Can I use the GoToMyPC app for iOS devices on a 3G network?
Yes, the GoToMyPC app for iOS devices works on 3G and Wi-Fi networks and automatically
switches to a better network without disconnecting the session. It is also optimized to
handle intermittent network connectivity so your session is not interrupted if you're on a
spotty 3G network.
GoToMyPC Pro and Corporate FAQs
Can GoToMyPC Pro and Corporate customers also use the GoToMyPC app for iOS
devices?
Yes. Anyone with a GoToMyPC user account (Personal, Pro or Corporate) and an iPad,
iPhone or iPod Touch can download the GoToMyPC app from the App Store.
If I am the manager of our Pro or Corporate account, can I log in using my
manager credentials?
No, only user accounts are supported on the GoToMyPC app for iOS devices. However,
managers can log in to www.gotomypc.com through Safari® on their iPad, iPhone or iPod
Touch to manage the account.
What security features are available on the GoToMyPC app for iOS devices?
GoToMyPC features the same security features whether you are accessing your computer
from an iOS device or a computer.
All data, including screen images, and keyboard and mouse input, is fully encrypted from
end to end using 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted
information is ever stored on our system.
GoToMyPC uses a number of conventions to protect access to your computers.
•
Multiple, Nested Passwords: To access a computer running GoToMyPC, you must
have the email address associated with your account and 2 passwords that you
create. You first log in to GoToMyPC using your email address and personal
password. Then, when you select the computer you want to access, you must enter a
second password, the computer's unique access code, to complete the connection.
An access code is required for all connections. To provide machine-level security, the
computer's unique access code resides on the computer and is never transmitted or
stored on Citrix Online servers.
•
Strong Password Requirements: GoToMyPC requires that passwords be at least 8
characters long and contain both letters and numbers. These strict requirements
protect you from using easily compromised or common passwords.
•
Limited Number of Log-In Attempts: To protect against hacker attacks,
GoToMyPC limits the number of times you can attempt to log in.
•
End-to-End Authentication: Authentication occurs with a challenge/response
mechanism using a secure MD5 methodology.
•
Blank Host Computer Screen: Depending on your host computer configuration,
you may be able to blank the screen of your host computer while you are remotely
connected. (PC hosts only)
38
•
Lock Keyboard and Mouse: You can lock your host computer's mouse and
keyboard while connected in a GoToMyPC session. (PC hosts only)
•
One-Time Passwords: You can generate a list of One-Time Passwords to further
protect your host computer. Each password allows you to access your computer just
once.
•
RADIUS SecurID: GoToMyPC Corporate administrators have to the option to use
RADIUS SecurID as a third-party provider of two-factor authentication.
RSA SecurID is based on something you know (a password or PIN) and something you have
(an authenticator). As the GoToMyPC Corporate administrator, you set the authentication
policy to require RADIUS in the authentication settings section of the Administration Center.
For more information, check out www.rsa.com or ask your account rep. RADIUS SecurID is
not available with GoToMyPC Pro.
Can GoToMyPC Corporate users use the Save Password feature on their iOS
device?
Only GoToMyPC Corporate users whose corporate admin enables the option for them in the
Admin Center can save passwords on mobile devices. This option is not enabled by default
on Corporate accounts.
Corporate users who do not have this option enabled will see the following error message:
“Save Password: Your company has not enabled this option. Please contact your account
administrator with any questions.”
Can I use the Client Authorization feature with iPad, iPhone or iPod Touch devices?
Yes. GoToMyPC Corporate customers who have client authorization enabled by their
corporate administrator can allow their users to connect using an iPhone, iPad or iPod Touch
by entering the device’s unique ID in the Admin Center.
Android and Windows Phone 7
Citrix Online plans to support GoToMyPC on devices running the Android and Windows
Phone 7 operating systems in the future. Please check back for updates.
39
PocketView®
GoToMyPC PocketView enables you to securely access your host Mac or PC from your
compatible handheld device. GoToMyPC PocketView includes support for use of a stylus,
scrolling, scaling, and portrait or landscape orientation.
To help ensure the greatest possible usability, GoToMyPC PocketView does not include
Sound, Chat, Remote Printing and File Transfer/Sync.
There is nothing you need to do to enable GoToMyPC PocketView. It will be automatically
selected during the connection process if you are using a device with a supported operating
system to connect to your host computer.
Note: To use GoToMyPC PocketView, see System Requirements. Please note that performance will depend on the
speed of the device's connection to the Internet.
Note: PocketView is not available for Blackberry, Android or iPhone.
Accessing Your Host Mac or PC Using PocketView
When accessing your host computer using a PocketView compatible device, follow the same
procedure that is outlined for use with a desktop computer.
To remotely access your Host Mac or PC
1.
2.
3.
4.
5.
6.
From the wWeb browser on your handheld, enter www.gotomypc.com.
Enter your email address and account password and click Log In.
PocketView users will need to click the Download link to begin. Select the checkbox to
open the file after download. Overwrite the file if it already exists. Click Yes.
When prompted, enter the host computer's access code and click OK.
The host computer image will appear in the PocketView window.
Congratulations! You are now connected to your host Mac or PC and are ready to start
accessing all your files, applications and email as if you were sitting at your computer!
The PocketView Toolbar
The toolbar appears at the top of the handheld device and enables you to quickly access
common PocketView features.
40
The PocketView Menu
To display the menu, tap the Menu option on the PocketView toolbar.
To adjust host computer image size
•
From the View menu, use the Actual Size, Scale to Fit or Zoom To settings.
To adjust host computer image orientation
•
From the View menu, use the No Rotation, Rotate Left or Rotate Right settings.
To access PocketView tools
•
Use the Tools menu to access Send Ctrl-Alt-Del, Preferences and PocketView
Preferences.
PocketView Preferences
In addition to the standard GoToMyPC Preferences, PocketView has some per-device
settings in its PocketView Preferences dialog. These settings always take precedence over
any settings in the general GoToMyPC Preferences.
•
•
•
•
•
Initial size: The initial size may be set to Actual Size or Scale to Fit or it can start in
Jump-Navigate mode in which the first tap will zoom to that point in Actual Size.
Initial rotation: The initial rotation may be set to No Rotation, Rotate Left or Rotate
Right
Force 256 Colors (requires reconnect): Overrides host PC Color Quality preference
set for True Color for improved performance.
Large toolbar: Increases the size of the toolbar.
Auto-hide toolbar: Hides the toolbar after each action.
41
To quickly scroll to another area on your desktop
1.
2.
Tap the Jump-Navigation button on the toolbar to temporarily put the Viewer into
fit-to-screen mode so you can easily see your entire desktop.
Click the part of the screen where you wish to scroll to and you will be returned to
your previous zoom level, but centered at the location where you clicked.
To scroll host computer image
•
Tap and hold the stylus on the edge of the screen to scroll in that direction. Scrolling
will stop when the stylus is released. When dragging a selection on the host computer,
if you drag the stylus to the edge of the screen, PocketView will automatically begin
scrolling so that you can select non-visible areas of the host screen.
To right-click
1.
2.
Tap the right-click mode button and the next tap will be a right-click.
Or you can use the tap-and-hold gesture to perform a right-click (not all devices
support this).
To move the cursor without left-clicking
•
Tap the hover mode button and the next tap will only move the cursor.
To change the soft input panel
•
Tap, hold and release the on-screen keyboard button to choose an input panel.
To create a shortcut to your host computer
•
Choose File from the PocketView menu, then Create Shortcut (not all devices
support this). The shortcut will be added to your Programs folder.
42
To disconnect a PocketView session
•
Choose File from the PocketView menu, then Disconnect.
To restore PocketView (Pocket PC and Windows Mobile devices only)
•
To restore PocketView after minimizing it, choose Start, then Programs and then
GoToMyPC PocketView.
Note: See the GoToMyPC Features section for more information.
PocketView Usage Recommendations
Choose a device that is appropriate for you:
1.
2.
3.
4.
A Pocket PC, Windows Mobile, or Windows CE device with WiFi provides the fastest
access.
A Pocket PC Phone Edition or Windows Mobile Phone Edition device provides access
over the largest geographical area.
An external or built-in keyboard is recommended if you enter text often.
A Windows Mobile device with a high resolution (VGA) screen is recommended for
easiest viewing.
Optimize your PocketView experience:
1. On a PC host, right-click the GoToMyPC icon on your host computer and select
Preferences. Under the Host tab, turn on the following option:
• Automatically adjust the host computer's screen area.
2. From the Tools menu in PocketView, select PocketView Preferences.
• Show the host computer's cursor.
• Adjust the other settings to your liking.
3. From the View menu in PocketView:
• Set the Zoom to 75%.
• Select Rotate Left or Rotate Right.
4. From the File menu in PocketView:
• Create a Desktop Shortcut to your host computer.
43
Using GoToMyPC Features
GoToMyPC comes with a complete set of features to help you get the most out of remotely
accessing your Mac or PC. Listed below are several of the main features you'll want to try.
Most of the features are accessible through the Viewer. PC users can access additional
icon in the Windows system tray, which is usually located in the lowerfeatures from the
right corner of your screen near the clock.
Note: If you are a GoToMyPC Corporate user, your ability to access features may be disabled by your
administrator. If you are unable to access a feature, please contact your administrator for further details.
Some features are incompatible with some operating systems. Significant
differences in how GoToMyPC works on a Mac platform are highlighted with this
icon. For a comparison between Mac and PC please see .
44
Mac Features and Keyboard Mapping
Feature Comparison between Mac and PC
Listed below is a side-by-side comparison on the features currently available for Macs and
PCs.
Feature
Mac Support
PC Support
Screen Sharing
Yes
Yes
End-to-end 128 bit AES encryption
Yes
Yes
User Authentication
Yes
Yes
Inactivity Timeout
Yes
Yes
Keyboard Locking & Screen Blanking
No
Yes
Cut, Copy and Paste
Yes
Yes
File Transfer
Yes
Yes
File Sync
No
Yes
Guest Invite
No
Yes
Reporting
Yes
Yes
Remote Printing
No
Yes
PocketView® Wireless Access
Yes
Yes
Sound
No
Yes
Web Shortcut
Yes
Yes
Desktop Shortcut
No
Yes
Multi-Monitor Support
Yes
Yes
24/7 Global Customer Support
Yes
Yes
Shared Access (GoToMyPC Corporate)
No
Yes
Signature Protocol (GoToMyPC Corporate)
No
Yes
RADIUS/SecurID (GoToMyPC Corporate)
No
Yes
Host Only
Yes
One-Time Passwords
Viewer Only
Yes
Direct Connections
Viewer Only
Yes
Host/Client Authorization
(GoToMyPC Corporate)
Keyboard Mapping
Currently the following keys are considered equivalent.
Mac
Windows
Option/Alt
Alt
Command (Apple)
Windows
45
Mac
Windows
Clear
Num Lock
Control
Ctrl
Here is an example of a common keyboard activity:
Desired
Operation
Viewer Type
(client)
Host
Type
Keyboard
Combination
Copy
Mac
Window
Control key + c
Copy
Windows
Mac
Windows key + c
Right-Click from a Mac Client
To right-click an item on a host PC from a Mac client use the <Shift> + <Ctrl> + mouse
click. You can also select the Set Right-click button in the Mac Viewer to set your next
mouse click to be a PC right-click.
46
File Transfer
File transfer enables GoToMyPC users to quickly and easily transfer files between the host
and client. You can use the File Transfer feature or you can drag and drop files simply by
clicking a file and dragging it between computers. Remember, the host is the computer on
which the GoToMyPC program is actually installed. The client is the computer that runs the
GoToMyPC downloadable from the web rather than the installed program, and it is the
computer from which you are remotely accessing the host.
Transfer Files on a PC
To transfer files between the local (client) and remote (host) computer
1. From the Viewer menu bar, select Tools, then Transfer or Sync Files.
Or you can click the File Transfer shortcut in the upper right-hand corner of the Viewer
window.
The File Transfer window opens. The files on your remote computer (host) are displayed on
the left pane and files from your local computer (client) are displayed on the right.
47
2. For the receiving computer, browse to and open the folder in which you want to store
the transferred files.
3. For the sending computer, browse to and select the file or folder you wish to transfer
and either click the Transfer button or drag-and-drop the desired files to the destination
computer.
Drag and Drop Files between PCs
To drag and drop files
Note: Drag and drop fails on Windows Vista and Windows 7. Use File Transfer instead.
To drag and drop files directly between your host and client, drag a file or folder from the
Viewer window to your local computer (or the other way around) to start copying.
1.
2.
•
Left-click the file you want to move and hold down the left mouse button.
Drag the file from the original location to the new location on the other computer.
Be sure you are actually dragging the file from the Viewer window to your client
computer (or vice versa) and not just moving the file around within the same window.
Note: If you are having difficulty finding the files to send, or finding the files you sent, this is likely due to the use
of a user profile, which most often occurs with Windows 2000. To transfer desktop files stored in your profile or to
find files you transferred to your desktop, you will need to look for the appropriate folder within your user profile.
Windows 2000 users: go to C: Documents and Settings, then Your User Name, then Desktop.
Note: If you are having difficulty transferring files from Windows Vista or Windows 7, it could be that you are
attempting to transfer files from a folder that requires privilege elevation. To transfer these files, first transfer them
to a folder you have permission to write to, then move them to their final destination using Windows Explorer.
48
Transfer Files on a Mac
Files transfers can be completed from either the Mac menu bar or the GoToMyPC Viewer.
To transfer a file from the Mac menu bar
1.
2.
3.
From menu bar select Tools and then File Transfer.
Select whether you want to send a file to or receive a file from your host computer.
Browse to the folder where the file is located, select the file and initiate file transfer by
pressing either Send or Receive.
To transfer files with the GoToMyPC Viewer
1.
2.
3.
Click the File Transfer button from the Mac Viewer.
Select whether you want to send a file to or receive a file from your host computer.
Browse to the folder where the file is located, select the file and initiate file transfer by
pressing either Send or Receive.
Note: Files can also be transferred while in full-screen mode by expanding the GoToMyPC menu bar at the top of
the screen.
File Transfer Progress
The progress of the file transfer is displayed at the bottom of the viewer window. (a) If in
full-screen mode the status of a file transfer can be displayed at the bottom of the screen by
hovering over the grab-tab.
Cancel a File Transfer
The file transfer can be canceled by clicking the Cancel button next to the progress
indicator. (b)
The file transfer can also be canceled by clicking the Cancel File Transfer option from the
File Transfer menu. This is useful while in the full-screen mode.
49
Locating a Transferred File
Once complete, the location of the transferred file is displayed at the bottom of the Viewer.
The destination folder can also be opened by clicking the Show in Finder/ Explorer button
(a) at the end of the message.
File Transfer Status
The status of a file transfer is shown at the bottom of the screen when the cursor hovers
over the grab-tab.
Note: The transferred file is saved in the Downloads folder of the destination computer by default.
Note: In Windows XP and earlier, if the Downloads folder does not exist, the transferred file is saved on the
Desktop of the destination computer. The location of the file is always displayed at the bottom of the viewer and
clicking on the "Show in Finder/ Explorer" icon can open the folder.
Note: The file transfer does not overwrite any files. If a file with the same name exists in the destination folder,
the transferred file is renamed by appending a number at the end. (e.g. Technical Overview-1.ppt)
Note: The file transfer is automatically canceled if the user ends the session, logs off or performs a fast user switch
on the host.
Note: The file transfer menu option and the icon are disabled if the user locks the screen of the host computer or
logs off the host computer.
Considerations
•
•
•
•
Only one file can be transferred at a time.
While folders cannot be transferred, a folder can be zipped into a single file and then
transferred.
In full-screen mode, a file transfer can only be canceled from the menu option.
In full-screen mode, the ‘Show in Finder/ Explorer' option is not available.
50
File Sync
The File Sync feature enables PC users to easily synchronize a folder's content between the
host and client while in-session. Since File Sync is bi-directional, files are transferred in
either direction until both sides match. When files with the same name exist on both ends,
you have the option to copy the newer file, copy the older file or skip the file.
To synchronize folders
1. From the Viewer menu bar, choose Tools, then Transfer or Sync Files.
Or you can click the File Transfer button in the upper right-hand corner of the Viewer
window.
The File Transfer and Sync window opens. The host files are in the left pane, the client
files on the right.
51
2. Double-click the folder you want to sync on the host so that the contents are displayed
in the left pane.
3. Double-click the corresponding folder you want to sync on the client so that the
contents are displayed in the right pane.
4. Click the Sync Views button from the File Transfer and Sync window.
5. On the File Sync window, indicate how you prefer GoToMyPC to handle different files
with the same name.
6. Click Continue to begin synchronization.
52
Repeat a Recent File Sync
Select the Repeat a Recent File Sync shortcut to save the step of navigating to the
individual folders on your host and client computers. This feature displays a selectable list of
the last three syncs for quick execution.
To repeat a recent file sync
1.
2.
3.
4.
From the Viewer menu bar, choose Tools and then Repeat a Recent File Sync.
Select a folder pair from one of the three most recent file syncs.
Confirm the folder locations and indicate how you prefer GoToMyPC to handle different
files with the same name.
Click Continue to begin synchronization.
53
Remote Sound
The Remote Sound feature allows PC users to enjoy audio from their remote host PC. The
sound settings can be optimized for system sounds or music depending on your sound card,
personal preferences and the speed of your network connection.
Temporary adjustments to your in-session sound settings can be made directly from the
Viewer window. Adjustments can also be made from Audio Preferences.
To modify your sound preferences
1.
2.
3.
Click the Sound button in the upper right-hand corner of the Viewer window.
Select Sound Settings from the menu.
From the Sound tab modify your sound settings and click OK.
54
Sound Features
•
When my session starts: Select your preferred sound settings on startup. Select
the Turn off Sound option for optimal system performance. If you intend to listen to
music, select Use High Quality Sound.
• Sound options: Select your preferred audio source or let GoToMyPC detect the
source automatically. If desired, GoToMyPC can automatically disable the Sound
feature if a slow network connection is detected. For in-session privacy, leave the
"Mute speakers on the host PC while in session" option selected.
The Manual option on the Sound Options drop-down list is not recommended for typical use.
When selected, GoToMyPC records sound from the Windows default recording device
without changing the active input or volume level. If these inputs are not configured
correctly the sound may not work or have poor quality.
Please see the Troubleshooting Sound Issues section for more information on the Remote
Sound feature.
Note: For optimal music quality, install the latest approved Windows Media Player on both the host PC and client
PC.
Note: The High Quality Sound option is currently not available on Microsoft Vista or Windows 7. Sound is not
available with the Universal Viewer or PocketView.
Note: GoToMyPC software may be used to access materials on a remote computer. It is licensed to you only for
access to remote computers which you are authorized to access or make use of, and for access to non-copyrighted
materials, materials in which you own the copyright, or materials you are authorized or legally permitted to access.
If you are uncertain about your right to access any material you should contact your legal advisor.
55
Direct Connections
The Direct Connections feature can potentially improve in-session performance by making a
connection directly between your client computer and your host computer, allowing the
majority of the screen-sharing and other in-session data to bypass the GoToMyPC
communication servers.
Direct Connection Options
There are three options that control use of the Direct Connections feature, and in all cases
the communication is secured by GoToMyPC's end-to-end encryption.
•
•
•
Allowed between Any Two Computers: A direct connection is attempted between the
client computer and host computer, even if it must traverse firewalls or NAT devices
between the computers. If a direct connection can't be established, then the
connection through the GoToMyPC communication servers handles the screen-sharing
and other in-session data.
Only Allowed within Your Network: A direct connection is attempted between the
client computer and the host computer, but it does not attempt to traverse firewalls or
NAT devices, so it works only if both computers are on the same LAN or have public IP
addresses. If a direct connection can't be established, then the connection through the
GoToMyPC communication servers handles the screen-sharing and other in-session
data.
Not Allowed: A direct connection is not attempted, and the connection through the
data.
Note: Enabling Direct Connections may result in additional prompts from software firewalls because GoToMyPC
listens for inbound connections. For security, GoToMyPC only listens for inbound connections while attempting a
direct connection during a session and stops listening as soon as the direct connection has been established. The
user needs to unblock GoToMyPC in the software firewall for the direct connection attempt to succeed, but the
session will continue (by using the GoToMyPC communications servers) even if the direct connection does not.
When Direct Connections is disabled, GoToMyPC uses only outbound connections to its communications servers.
Not all firewalls and NAT devices can be traversed to create a direct connection. For more information, visit our
technology page.
The Direct Connections feature is currently available only on host PCs, though Mac
clients can establish direct connections with host PCs.
56
Enable Direct Connections
To manage the Direct Connections feature on your host PC
1.
From your host PC right-click the
icon in your system tray (bottom right of your
desktop next to the clock) and select Preferences.
2. Manage your Direct Connections preferences from the Connection tab.
3. Click OK to complete your selection.
If you're updating your preferences while remotely connected to your host PC, the
update takes effect during your next session.
Note: If you are a GoToMyPC Corporate account user, your ability to access the Direct Connections feature may be
disabled by your GoToMyPC account administrator. If you are unable to access a feature, please contact your
account administrator for further details.
Note: The default Direct Connections setting for GoToMyPC users is Allowed between Any Two Computers. The
default Direct Connections setting for GoToMyPC Corporate and GoToMyPC Pro users is Only Allowed within Your
Network.
Current Status
The Current Status section notifies you of the status of the direct connection. The possible
notifications are:
•
•
•
•
•
Not In Session: The host is not being remotely accessed by a remote client at this
time.
Establishing: The host is attempting to establish a direct connection which typically
takes about 30 seconds.
Connected to Another Computer: A successful connection between the host and client
has been made, even though they are in different networks (e.g., one computer is in
office and the other at home).
Connected within Your Network: The host and client are successfully connected within
the same network (e.g., both the computers are within the same office network).
Disabled: The host and client are successfully connected through a
GoToMyPC communication server and not through a direct connection.
Direct Connections and Firewalls
While establishing a direct connection, you may receive one or more alerts from your client
and/or host's firewall. Since you are establishing an encrypted connection with a trusted
application, we recommend you allow the GoToMyPC Viewer prompts to run on the client
and the host. For more information on firewalls, please check with your firewall provider or
review the Firewalls and GoToMyPC section.
57
Session Performance
While remotely connected to your PC, you can review your session performance and tips for
improving the performance.
Note: GoToMyPC will automatically disable Vista's Aero Glass Windows theme to maintain optimal performance.
To view your session performance from PC
1.
2.
3.
In the GoToMyPC Viewer window, click Help in the top menu.
Select Session Performance.
Your session performance will be displayed for the host PC to which you are currently
connected.
58
Guest Invite
The Guest Invite feature enables PC users to invite other PC users to view the desktop of
your host while he or she is physically present at the host PC.
The Guest Invite feature is only available from PC to PC.
To invite a guest to your host PC
1. Right-click the
system tray icon and select Invite Guest to PC.
2. When prompted, type in the email address of the guest you want to invite. Or you can
select an email from a list of recently invited guests by clicking the drop-down menu.
3. Add to or customize the message that will be sent to your guest (optional).
4. From the drop-down menu, select the time when the invitation will expire.
5. Click Send.
6. When prompted, enter the email address and password you use to log in to
GoToMyPC.
7. Click OK.
8. Your invitation is sent to your guest, who will receive it via email. Click OK to close the
send notification.
Note: You must be at your host PC to invite a guest to connect to it. After you send an invitation, you can check
the time left on the invitation or cancel it by right-clicking the system tray icon and selecting Guest Invited. Invited
guests will not be able to accept invitations from the Mac Viewer.
59
Connect to an Invited Guest
To accept the invitation, your guest will need to click the activation link included in the
invitation email. If your guest accepts within the time you allotted, you receive a Guest
Arrived notice.
To connect with the guest on your host PC
1.
2.
3.
In the Guest Arrived window, select the corresponding check box to give your guest
view-only access or full remote-control access to your computer.
Uncheck the Sound box if you do not want your guest to hear the sound on your PC.
Click OK.
A chat box will appear on your desktop and your guest will be able to view your
desktop with a Viewer window on his or her desktop.
60
Change Guest Access
You may change your guest's access or disconnect the session at any time.
To modify guest access from your host PC
1.
2.
Right-click the
system tray icon and select Guest Connected.
Select the desired level of access or disconnect the session.
Chat
Chat is a function that enables you to communicate with a guest you have invited to your
computer. To communicate with Chat, simply enter your text into the text entry field and
click Send or press the Enter key on your keyboard. The chat dialog is automatically
displayed once your guest is connected.
To open a Chat dialog
•
From the Viewer window menu bar, select Tools, then Chat.
The chat box will appear on both the host PC and client computer.
To end Chat
•
From both the host and client chat box, simply close the box by clicking
upper-right corner of the chat dialog.
in the
61
Drawing Tools in Guest Session
The Drawing Tools feature enables you and your guest to use a mouse to draw or highlight
on the screen for greater communication.
Note: The Drawing Tools feature is only accessible while connected to a guest.
To use a drawing tool
1. To access the drawings tools from the guest's Viewer window, choose Tools, then
Drawing Tools. Or the guest can click the Drawing Tools button in the upper righthand corner of the Viewer window.
To access the drawing tools from the host PC, right-click the
tray and select Drawing Tools.
icon in the system
2. Select the desired tool and click and drag to draw on the screen.
To erase Drawings
•
With one of the drawing tools enabled, right-click the screen and select Erase All
Drawings.
This will erase your drawings but keep you in the drawing mode.
To end Draw
•
Press the <Escape> key or right-click the screen and select Mouse Pointer from the
Drawing Tools menu to exit the drawing mode.
Note: If you are a GoToMyPC Corporate account user, your ability to access features may be disabled by your
GoToMyPC account administrator. If you are unable to access a feature, please contact your account administrator
for further details.
62
Cut/Copy and Paste
This feature enables you to cut/copy and paste text between the host and client computers.
The Cut/Copy and Paste feature has a text-only maximum capacity of 32 Kb of data. To
move larger files, whether text or graphics, use the File Transfer feature (on PC and Mac
Beta only).
To cut/copy and paste text
1. Select the text you want to cut or copy by positioning the cursor at the beginning of
the text, holding down the left button on your mouse and dragging the cursor over the
text to highlight it.
2. Release the left button and right-click your mouse on the selected text.
3. Choose Cut or Copy.
Cut removes the text from the original location, places it on the clipboard and enables
you to paste the text to a new location. Copy leaves the original text where it is but
makes a copy on the clipboard for you to paste in a new location.
4. Place your cursor in the location where you want to paste the text and left-click your
mouse.
5. Right-click your mouse and select Paste.
Mac and PC clipboards are compatible during your remote sessions so you can
always use your favorite application's built-in cut/copy and paste commands to
manage text.
To cut/copy and paste between host/client computers
1. Follow the Steps 1 through 3 in the To cut/copy and paste text procedure above.
It does not matter whether the text you are pasting is on the host or the client
computer.
2. Place your cursor (Step 4 above) where you want the new text to appear, again on
either the host or the client computer.
3. Select Paste, and the new text appears where you indicate.
If the new text does not appear, the size of the material which was cut/copied may be
too large for the Cut/Copy and Paste feature to handle. Try a drag and drop transfer
(clicking on a file and dragging it between PCs) or the File Transfer feature (PC and
Mac Beta only) to move the material to the destination computer, and, if necessary,
edit the data in its new location. This is particularly useful when working with large
graphic files.
Using Copy Command Keyboard Shortcuts
If you prefer keyboard commands, there are some differences between the Mac and PC
keyboards for the Copy command. See for more information.
Keyboard Shortcuts
for the Copy Command
Mac Host
Mac Client Command - c
PC Client
PC Host
Control - c
Windows Key - c Ctrl - c
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Desktop Shortcut
The Desktop Shortcut feature adds a shortcut to your desktop that enables fast and easy
access to your host Mac or PC. This feature is convenient for users who frequently use the
same client computer to access the same host Mac or PC (e.g. access a work PC from a
home computer). The shortcut saves time by directing you to the Enter Access Code
window, bypassing the usual browser/password login page.
Create a Shortcut on a PC
To create a desktop shortcut from a client PC
1.
2.
3.
4.
5.
Log in and remotely connect to your host Mac or PC from the client PC on which you
want to create the desktop shortcut.
From the client computer Viewer window, choose File, then Create Shortcut to
"Host Computer Name".
Click Yes to authorize creation of a desktop shortcut.
Enter your account password and click Continue.
Click OK.
A desktop shortcut will be created on your client computer desktop.
Note: The first time you use a shortcut from a client computer, you will be required to authenticate your account
by entering your email address and password. If this first-time log in is successful, subsequent uses of Desktop
Shortcut on the client computer will not require authentication.
Note: The Create Shortcut option on the File menu will not be visible when a guest is connected to your PC during
a Guest Invite session so that guests cannot create shortcuts from their computers to yours.
Note: You can revoke all shortcuts associated with your host Mac or PC by clicking the Options link on the My
Computers page.
Note: The desktop shortcut can be copied or moved to another location on your client computer but not to another
Mac or PC.
Access a Host with a Desktop Shortcut
To access a computer using a desktop shortcut
1.
2.
From the desktop of the client computer, double-click the GoToMyPC shortcut icon.
When prompted, enter the access code for your host PC.
The GoToMyPC connection will begin.
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Revoke All Desktop Shortcuts
To revoke all desktop shortcuts to your host Mac or PC
1.
2.
3.
Log in to www.gotomypc.com and view the My Computers page.
Click the Options link to edit the host Mac or PC you wish revoke all desktop shortcuts.
Next click the Revoke button; this will invalidate all shortcuts to your host computer.
Create a Web Shortcut on a Mac
1.
2.
3.
From your Mac client, enter your email address and account password at
www.gotomypc.com and click Log In.
Select Options next to the host nickname on the My Computers screen.
Click the Shortcut button under Computer Info to create a shortcut or bookmark in
your browser.
Create a Desktop Shortcut on a Mac
To create a desktop alias from a Mac client
1. From your Mac client, enter your email address and account password at
www.gotomypc.com and click Log In.
2. Select Options next to the host nickname on the My Computers screen.
3. Click the Shortcut button under Computer Info to display the shortcut URL.
4. Select and copy (from your keyboard,
c) the newly created URL.
5. Now that you have the URL copied to your clipboard, it needs to be pasted into a
bookmark in your browser. In the Safari menu bar, select Add Bookmark from the
Bookmarks menu and then click Add to confirm.
6. Next, select Show All Bookmarks from the Bookmarks menu.
7. Select the address next to the newly created bookmark and then paste (from your
keyboard, v) your host's URL.
Tip: To replace the bookmark's URL first click the URL, wait a few seconds and then click the URL a second
time. This allows you to edit the URL.
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8. Drag the newly created desktop shortcut to your desktop for easy access.
9. Double-click the newly created shortcut and click Open at the browser security
prompt.
10. The first time you access your newly created alias you are prompted to enter your
account password. This is the same password you used to log in to the
www.gotomypc.com site. Subsequent visits will only require your access code which will
allow you to bypass the www.gotomypc.com page and save you time.
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Reconnect
GoToMyPC warns you if a session is about to be disconnected due to inactivity. If prompted,
simply click Keep Active to keep the session active; otherwise, click the Disconnect Now
button to end the session.
If your session times out, you are given an option to begin a new session by clicking
Reconnect from the Inactivity window. If you used the Desktop Shortcut feature to begin
the session, you are quickly directed to the Enter Access Code window. PC users can modify
your time-out setting in Security Preferences.
This feature is not available to Mac users.
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Remember Me
The Remember Me feature provides a fast and easy alternative to accessing your GoToMyPC
account. By setting a cookie on a trusted computer your browser will bypass the login
screen and send you directly to the My Computers screen. From this page you can manage
your account settings and start a GoToMyPC session. You are still prompted for your
computer's access code.
For security reasons do not use this feature on a shared or public computer.
To enable Remember Me
1.
2.
3.
4.
5.
From the host Mac or PC on
which you want to activate
the Remember Me feature log in to your GoToMyPC
account.
Click the My Account link in
the left navigation bar.
Enter your current
password to make changes.
Select the check box for
Remember Me.
Click Save Changes.
Note: Use of the Remember Me feature
requires that cookies be enabled for your
browser (please see your browser's Help
for directions on how to enable cookies).
To use the Remember Me feature, you
must close your browser by clicking
in the upper-right corner of the browser
window, or by choosing File then selecting
Close from the menu bar. The Remember
Me feature will NOT work if you click the
Log Out link in the left navigation bar.
Disable Remember Me
To disable Remember Me
1.
2.
3.
4.
5.
From the client Mac or PC on which you want to activate the Remember Me feature log in to your GoToMyPC account.
Click the My Account link in the left navigation bar.
Uncheck the Remember Me check box to clear.
Enter your current password to make changes.
Click Save Changes.
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View Access Activity Report
The Access Activity Report feature enables you to view your account's connections for a
selected day. The report will tell you the source of the connection, the time it occurred, the
client IP, the type of access and the duration of the connection.
Note: GoToMyPC Corporate and GoToMyPC Pro administrators can run Activity Detail reports for a selected date
range.
To view the Access Activity report:
1.
2.
3.
4.
5.
Log in to your GoToMyPC account at www.gotomypc.com.
Click the My Computers link in the left menu bar.
Click the Access Activity link in the left menu bar.
Select the desired date for the access activity.
Click the View Access Activity button.
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One-Time Passwords
The use of One-Time Passwords (OTPs) offers an additional level of security that can protect
you while you are using public terminals that may have keyboard loggers or other
keystroke-capture hardware or software. Our One-Time Passwords system ensures that a
discovered password is useless to the person who discovers it.
One-Time Passwords are composed of six words, and each six-word combination provides
one-time access to a host PC. Password lists are numbered in reverse order from highest to
lowest and end in zero.
The use of One-Time Passwords enables you to generate a list of One-Time Passwords that
you will be prompted to enter after you enter your access code each time you access your
host PC.
Note: Your administrator may require that you use One-Time Passwords. The One-Time Passwords feature cannot
be used in conjunction with the Share Access feature.
Mac users can access Host PCs with One-Time Passwords enabled. The OneTime Password feature is not currently available on Mac hosts.
To enable One-Time Passwords
1. While physically present at the host PC you want to enable for One-Time Passwords,
right-click the
system tray icon and choose Preferences.
2. Click the Authentication tab, then click the Enable OTPs button.
3. On the Generate One-Time Passwords dialog box, select the number of One-Time
Passwords to generate (min. of 10, max. of 99) and click OK.
4. On the Enter Access Code dialog box, enter the access code for the host PC and click
OK.
5. On the Print One-Time-Passwords List dialog box, select the font size to print and click
the Print button.
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6. Verify your list of One-Time Passwords has printed and click Close.
7. On the GoToMyPC Corporate Preferences dialog box, click OK.
You have now enabled use of One-Time Passwords on your host PC and you will be
prompted to enter an OTP next time you access your host PC from a client computer.
To access your Host PC using One-Time Passwords
1. Point your web browser to www.gotomypc.com.
2. Enter your email address and account password and click Log In.
3. If prompted, choose the account you want to access and click Go (only applies if you
have multiple accounts associated with one email address).
This will load your My Computers page.
4. To the right of the computer Nickname, click the Connect button.
5. When prompted, Click Yes or Grant to download the GoToMyPC Viewer.
6. When prompted, enter the host PC's Access Code and click OK.
7. When prompted, enter one of your six-word One-Time Passwords and click OK.
8. The host PC image will appear in the Viewer window.
You are now connected to your host PC and are ready to begin accessing all your files,
applications and email as if you were sitting at your PC!
To generate a new list of One-Time Passwords
1.
2.
3.
4.
5.
While physically present at, or connected to, the host PC for which you want to
system tray icon and
generate a new list of One-Time Passwords, right-click the
choose Generate One-Time-Passwords.
On the Generate One-Time Passwords dialog box, select the number of One-Time
Passwords to generate (min. of 10, max. of 99) and click OK.
On the Enter Access Code dialog box, enter the access code for the host PC and click
OK.
On the Print One-Time-Passwords List dialog box, select the font size to print and click
the Print button.
Verify that your list of One-Time Passwords has been printed and click Close.
Note: You can generate a new list of One-Time Passwords at any time while still have OTPs available. Should you
use all your OTPs before generating a new list, you will have to return to your host PC to generate a new list or to
disable One-Time Passwords.
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To disable One-Time Passwords
1. While at the host PC for which you want to disable One-Time Passwords, right-click
the
system tray icon and choose Preferences.
2. Click the Authentication Tab.
3. Click the Disable OTPs button.
4. Click Yes on the warning dialog box that you want to disable One-Time Passwords.
5. On the Change Access Code dialog box:
Enter your old access code.
Enter your new access code.
Confirm your new access code.
Click OK.
6. On the GoToMyPC Corporate Preferences dialog box click OK.
Note: To help protect your security, you will be required to change your access code for your host PC anytime you
disable the use of One-Time Passwords.
In-Session Reboot (GoToMyPC Corporate Only)
The In-Session Reboot feature enables you to remotely reboot your host computer and log
back in with your Windows login credentials. This is an exclusive feature to accounts that
have the Shared Access feature enabled. Since the In-Session Reboot feature is not a
default setting, it must first be enabled by your administrator at the user or group level in
the GoToMyPC Administration Center.
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Host Authorization (GoToMyPC Corporate only)
If you are a GoToMyPC Corporate user, your administrator may require you to request
authorization for your host PC before you can set up or access that host PC. Authorization
requires that you send your host PC's MAC address and C: Drive serial number to your
administrator.
This feature is not available for Mac computers
To authorize your host PC for a new host PC installation:
•
Upon completion of the GoToMyPC Corporate installation, you will be presented with
an installation confirmation window that will also provide you with the MAC address
and C: Drive serial number; copy the information and email it to your administrator.
Your administrator will authorize your host PC and should notify you when
authorization is complete.
To authorize your host PC for an existing host PC:
1.
2.
3.
4.
5.
While physically present at the host PC you want to authorize, right-click the
icon
in the system tray and choose Preferences.
Click the Host tab.
Click the Authorization ID button.
On the Host Authorization Identification dialog box, copy the MAC address and C:
Drive serial number and email it to your administrator.
Your administrator will authorize your host PC and should notify you when
authorization is complete.
Client Authorization (GoToMyPC Corporate only)
If you are a GoToMyPC Corporate user, your administrator may require you to request
authorization for your client computer before you can use it to access your host PC.
Authorization requires you to send your client computer's MAC address and C: Drive serial
number to your administrator.
To authorize a client computer:
•
While at the client computer you want to authorize, access your GoToMyPC Corporate
account and begin a connection to your host PC. Once the download process is
completed and the Viewer window appears you will be notified that the client PC
requires authorization. The notification dialog box will contain the client PC 's MAC
address and C: Drive serial number; copy the MAC address and C: Drive serial
number and email it to your administrator. Your administrator will authorize your
client PC and should notify you when authorization is complete.
This feature is not available for Mac computers
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RADIUS Integration (GoToMyPC Corporate only)
If you are a GoToMyPC Corporate user, your administrator may configure your GoToMyPC
Corporate account to integrate with RADIUS.
RADIUS is a two-factor authentication method based on something you know (a password
or PIN) and something you have (an authenticator), providing a more robust level of user
authentication.
Use of RADIUS will prompt you to enter your RADIUS credential (PIN and tokencode) after
your access code each time you access the host PC.
Note: RADIUS Integration is only available if your administrator has required the use of RADIUS. This option will
not appear to users who are not configured to use RADIUS.
The RADIUS feature is only available on host PCs though RADIUS authentication is
available from your iPad and Mac clients.
To configure RADIUS on your host PC:
1.
2.
3.
4.
5.
6.
7.
8.
9.
While at the host PC you want to enable for RADIUS, right-click the
system tray
icon and choose Preferences.
Click the Authentication tab.
Click the Configure RADIUS button.
On the Configure RADIUS dialog window, enter the RADIUS server name to the list by
entering its hostname or IP address, then click Add.
Enter your RADIUS user name (name of the user in the RADIUS database).
Enter the RADIUS encryption key (provided by the system administrator).
Click the Test Configuration button.
When complete with configuration and testing, click OK to close the Configure RADIUS
dialog box.
Click OK to close the GoToMyPC Corporate Preferences dialog box
Note: Before you can configure your host PC with RADIUS, your administrator must enable you to view the option
to configure RADIUS, which is located on your GoToMyPC Corporate Preferences menu. Your administrator may
choose to configure your host PC for you.
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To connect to your host PC with RADIUS:
1.
2.
3.
4.
5.
6.
7.
Point your Web browser to www.gotomypc.com.
Enter your email address and account password and click Log In.
If prompted, choose the account you want to access and click Go (only applies if you
have multiple accounts associated with one email ID). This will load your My
Computers page.
To the right of the Nickname of the PC to which you want to connect, click the
Connect button.
When prompted, Click Yes or Grant to download the GoToMyPC Corporate Viewer.
When prompted, enter the host PC's Access Code and your RADIUS credential (your
PIN and tokencode from token) and click OK.
The host PC image will appear in the Viewer window.
You are now connected to your host PC and ready to start accessing all your files,
applications and email as if you were sitting at that computer!
Note: You cannot connect with RADIUS from the Mac Viewer.
To disable RADIUS:
1. While physically present at your host PC, right-click the
choose Preferences.
system tray icon and
2. Click the Authentication tab.
3. Click the Disable RADIUS button.
4. On the Change Access Code dialog box:
Enter your old access code.
Enter your new access code.
Confirm your new access code.
Click OK.
Note: You cannot disable the use of RADIUS unless your administrator has turned off the requirement to use
RADIUS.
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Remote Printing
With the Remote Printing feature, PC users can easily print remote files to the local printer.
No need to transfer files before printing or worrying if the correct application is installed on
the client computer.
There are two ways to print:
•
•
GoToMyPC Printer: Simply select the GoToMyPC Printer option from the Print
window and print as you normally would. Without doing anything else your file will
print to your local computer's default printer.
Manually Enable a Local Printer : Printing with the GoToMyPC Printer is recommended
for most jobs but there may be situations (e.g., printing checks or other cases where
precision is required) where you may want to manually enable a specific printer. This
process requires that you first set up your local printer on the remote computer while
in a remote session.
GoToMyPC Printer
When you remotely connect to your host PC, the GoToMyPC Printer feature automatically
detects the printers available to your client computer. By selecting the GoToMyPC Printer
from the Print window, you are directing the print job to your local (the one next to you)
default printer.
To print a remote file to your local printer
1.
2.
3.
Open your file on the remote PC and select Print from your application's File menu.
Verify that the GoToMyPC Printer is selected in the Print window.
Click OK to print to your local computer's default printer. That's all there is to it!
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Print to a Different Local Printer
You can easily switch between your local printers while in a remote session.
To switch local printers
1. While in a remote session, select the File menu from the top of your
GoToMyPC viewer, then Select GoToMyPC Printer.
2. GoToMyPC provides a list all the local printers that have already been enabled on your
client computer. Select the local printer that you want to use. Congratulations - you've
just told GoToMyPC where to print your files!
3. Now you're ready to print to the new local printer. Return to the file in the remote
application and print with the GoToMyPC Printer as explained above.
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Manually Enable a Printer
By manually enabling your local printer to work with GoToMyPC you will achieve the best
possible print results. There are a few extra steps required to properly configure a remote
PC to work with your local printer but this only needs to be done the first time. If the
highest level of color and print accuracy aren't critical to your project then we recommend
you use the GoToMyPC Printer for convenience.
With this set of instructions you will ensure that the same print driver is installed on both
the host and client computer.
To install a printer driver and printer
1. While at your host computer, or remotely connected through GoToMyPC, go to the
website for your client computer's printer. For example, if it is an HP printer, go to
www.hp.com; for a Brother printer, go to www.brother-usa.com.
2. Locate the driver for the printer you are trying to use with GoToMyPC remote printing.
You are usually asked to select the operating system for the driver. Make sure you select
the operating system of your host computer.
3. Read the instructions from the manufacturer about how to install the print driver.
Download the driver and follow the setup instructions from your manufacturer.
Examples of HP and Brother download websites
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4. Once the driver has been installed, right-click the
remote desktop and select Preferences.
icon in the system tray of your
5. Select the Printing tab and then click Add Printer. This brings up the add printer
wizard. Notice the printer setup instructions at the left. These instructions will help you
make the correct selections for setting up a GoToMyPC printer.
6. When you click Add a local printer, you then must choose a printer port.
7. Click Next and the list of printers appears.
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8. Look for the printer in the list of printers by selecting the manufacturer at the left and
locate the model of the printer in the list in the right. Once you find the printer you are
trying to setup, click it and click Next.
Note: If the printer driver you downloaded did not come with installed software, you may have to locate the setup
file that is needed to complete the installation. Click Have Disk. You are asked to locate the folder where the
driver files are downloaded on your computer. Once you have located them, continue with the installation.
9. You are asked to either select the driver version number or name the printer you are
installing:
a. If a driver for the printer you select is already installed, you are asked which
version you want. We recommend that you use the driver which is currently installed.
b. If a driver is not installed, you are asked to enter the name of the printer you are
installing.
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10. Click Next.
11. When prompted about print sharing, select Do not share this printer and click Next.
12. On the final page of the installation, check Set as the default printer if this is to be
your main printer.
13. Click Print a test page to see if the printer is working properly.
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14. Click Finish.
This completes the manual setup of your GoToMyPC printer. As a best practice, we
recommended that you disable bidirectional support from manually enabled printers.
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Manually Enable a Printer - Troubleshooting and Best Practices
Make sure that you can print locally on your client computer
Try and print a job on your client computer before attempting to print a file remotely
through GoToMyPC. If printing is not working locally on your client computer then printing a
remote file with GoToMyPC will not work. Please refer to your printer's support site for
troubleshooting steps.
Turn off bidirectional support
Bidirectional printing is a feature that allows communication between a computer and a local
printer. This communication is used to communicate printer status, ink levels and job
information. With GoToMyPC remote printing, your local printer is not physically connected
to your host computer so this communication isn't necessary. It is generally recommended
that you disable bidirectional support for manually enabled printers though certain printers
do require this bidirectional support.
1. Open Printers and Faxes from the host computer's control panel. Right-click the
printer that you manually enabled and select Properties, or Printer Properties.
2. Select the Ports tab.
3. Uncheck the box for Enable bidirectional support. Click Apply. Click OK. Try to print
the job again.
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Change the print processor of your manually enabled printer
1. Open Printers and Faxes from the Windows control panel. Right-click your manually
enabled printer and select Properties.
2. From the Advanced tab, click Print Processor.
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3. Change the print processor to WinPrint and the default data type to RAW.
Note: While the print driver default settings are usually recommended, modifying your manually enabled printer in
this way can resolve some types of issues.
Clear out stuck print jobs from your printer queue
If a print job gets stuck, it must be canceled before a printer can accept additional jobs.
1. Open Printers and Faxes from the Windows control panel. Right-click the manually
enabled printer and select Cancel All Documents.
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2. From the View menu select Refresh to confirm the pending documents have been
cleared. If you are still having issues with stuck print jobs, you can restart the Print
Spooler.
To restart the print spooler
1. Click the Windows Start button and type in services.msc in the Start Search field and
press Enter.
2. Scroll through the list of Windows Services and select the Print Spooler.
3. Click Restart at the top left.
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4. Return to the Printers and Faxes control panel and right-click the printer with the
stuck jobs and select Cancel all documents. This should clear out any stuck print jobs.
Make sure that the downloaded print driver on the host matches the existing print
driver on the client computer
In the example below, both drivers are designed to work with the HP Laserjet P1006, but
the two drivers are not identical. If you are still having issues after manually enabling a
printer, check the manufacturer's page and attempt to get the driver that most closely
matches the driver of the printer you are using at your client computer.
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Print Troubleshooting and FAQs
Error Message: Could not print, GoToMyPC printing is only available while in
session with printing enabled
This error message indicates a likely problem with the GoToMyPC printing components. We
recommend you contact Global Customer Support for assistance with this issue. However, if
you would like to resolve this yourself, please follow the steps below:
1. Go to your host computer and uninstall the GoToMyPC by clicking
https://www.gotomypc.com/uninstall.tmpl.
2. Download and run the GoToMyPC uninstaller.
3. Click Remove and click Next.
4. Click through the prompts to uninstall the GoToMyPC from your host computer.
5. Reboot your computer when this is finished.
6. Reinstall the GoToMyPC using the same link,
https://www.gotomypc.com/uninstall.tmpl.
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7. When you reinstall the GoToMyPC, give your computer the same nickname and access
code.
8. When notified that you already have a computer registered under your account with
the same nickname you will be asked if you want to reassign it. Click Yes.
9. Try to connect to your host computer again and print remotely.
If you receive the same error message, please contact Global Customer Support for
assistance.
I print to the GoToMyPC printer, but it still doesn't print out on my computer
Try and print a job on your client computer before attempting to print remotely through
GoToMyPC. If printing is not working locally on your client computer, GoToMyPC remote
printing will not work.
The GoToMyPC Printer uses a universal print driver that works with most printers. Your
printer, however, may require you to install a matching print driver on your host computer
in order to process print jobs sent by a remote printer. Please see our article on manually
enabling a printer for assistance.
I am having a hard time manually enabling a printer
Our article on manually enabling a printer will give you some basic steps. Please refer to our
troubleshooting article for some additional help.
I manually enabled a printer, but I still can't get remote printing to work
There may be a few more adjustments to make in the printer properties of the printer you
set up. Please see Manually Enable a Printer - Troubleshooting and Best Practices for some
additional help.
My GoToMyPC printer is missing
The GoToMyPC Printer should be available whenever you are remotely connected to your
host computer and it should disappear when your session is over. Please click here for some
troubleshooting.
The color or alignment on my checks or other print jobs is off
Manually enable the client computer's printer when precision printing is required. Please see
the section for manually enabling a printer for details.
I am unable to print to my Dell or Lexmark printer from my client computer
It is recommended that you use the GoToMyPC printer with Dell and Lexmark printers
instead of a manually enabled printer. You can change the data type of your Dell or
Lexmark printer to accept print jobs sent remotely.
1. Click Start, Settings and then Printers and Faxes.
2. Right-click the Lexmark or Dell printer you plan to use and select Properties.
3. Select the Advanced tab and then click the Print Processor button.
I just installed GoToMyPC v7 and now I've lost my manually enabled printers
GoToMyPC v7 (build 533) was released December 17, 2009 and resulted in the loss of some
user's manually enabled printers. If you installed GoToMyPC v7 prior to February 25, 2010
and think that you are impacted by this bug, please reinstall GoToMyPC on your host PC(s).
Please see Remote Printing for more information.
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Note: To verify your build number, right-click the
icon in your system tray (usually bottom right of your screen
by the clock) and select About. Once reinstalled, the build number will remain 533. If you continue to experience
issues with the remote printing feature then please contact Global Customer Support.
1.
2.
3.
4.
To reinstall GoToMyPC be sure you are at the host PC you want to access remotely.
Log in to your account at www.gotomypc.com.
From your Computers page select the option to re-install the host software.
Click through the installation prompts.
5.
icon in the system tray. Now that you've
Confirm installation by verifying the
installed the patched version of GoToMyPC you should be able to print remotely just
as you would normally.
I am trying to print checks with the GoToMyPC Printer but the alignment is off
Manually enable the client computer's printer when precision printing is required. Please see
the section titled Remote Printing for details.
I am unable to print to my Dell or Lexmark printer from my client computer
It is recommended that you use the GoToMyPC printer with Dell and Lexmark printers
instead of a manually enabled printer. You can change the data type of your Dell or
Lexmark printer to accept print jobs sent remotely.
Complete the following steps with administrative rights on the client computer:
1. Navigate to your computer's printer Control Panel.
2. Right-click the Lexmark or Dell printer you plan to use and select Properties.
3. Select the Advanced tab and then click the Print Processor button.
4. If the default is set to LEMF, change it to NT EMF 1.008.
5. Click OK.
Note: Changing the default data type to NT EMF 1.008 should allow you to use the GoToMyPC Printer for remote
printing but it could impact your regular print projects. If you notice subtle differences in the color output or have
problems with special print features you will need to change the default data type back to LEMF.
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I was trying to set up a remote printer and now I've lost my connection.
Some printers require a host computer reboot upon setup. This requires the GoToMyPC
startup preference to be set to start automatically.
Before you begin setting up remote printing, make sure GoToMyPC is set to start up
icon in the system tray of your host PC and select
automatically: Right-click the
Preferences > Host. Under Start GoToMyPC, check Automatically and select After startup. If
your preference was set to start GoToMyPC manually and the printer you were setting up
required a reboot, your connection will have been lost and the printer installation will have
to be repeated. Physically go to your host computer and reboot. Navigate to the newly
created printer by navigating to your computer's printers Control Panel. Delete the new
printer and restart the printer setup process. Administrator privileges may be required to
remove the printer.
I am not sure which options to select in the Printer Setup Wizard during the
printer setup process.
Read and follow the tips in the GoToMyPC Printer Setup Wizard Tips window to the left of
the Printer Setup Wizard window or see Manually Enable a Printer.
I can't find my printer manufacturer, printer or printer driver in the Printer Setup
Wizard process.
The Window's operating system you are running does not have your printer's driver in its
database. Download and install the printer driver from the manufacturer's website and
select the Have Disk option in the Printer Setup Wizard when prompted for the
manufacturer and printer.
I can't get GoToMyPC to recognize the printer driver.
The printer manufacturer may require a custom installation. While remotely connected to
your GoToMyPC host computer, download the driver for the client printer from the
manufacturer's website to the host computer.
Install the driver on the host computer. The installation will depend on the install packaging
of each driver so be sure to follow the manufacturer's install instructions. When prompted
for the printer port, accept the default selection.
Once the installation is complete, navigate to your computer's printers Control Panel. Rightclick the newly installed printer and click Properties. Click on the Ports tab. In the list of
ports, select the GoToPort. Click OK.
It is recommended that you add GoToMyPC as a preface to the printer name. To do this, in
the printers Control Panel, right-click the newly installed printer and click Rename. Enter
"GoToMyPC -" to the beginning of the name so you will know that this printer is for
GoToMyPC.
From the GoToMyPC Viewer menu select Tools, Preferences and then the Printing tab. The
new printer is listed as GoToMyPC Printer and you are ready to print from the client
computer.
I downloaded and installed the printer driver and completed the setup process,
but it prints incomprehensible text.
You may have the wrong printer driver on the host computer for the client computer's
printer.
Make sure the printer driver you installed on your host computer matches the printer model
you are trying to print to on the client computer. Also, make sure you have the correct
driver version for your operating system.
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I clicked the print icon on the toolbar of my application but it did not print to the
client printer (or printed to the host).
The GoToMyPC Printer may not be selected as the default printer while in session. To make
the GoToMyPC Printer the default while in session, change the Printing Preferences so the
GoToMyPC Printer is automatically set as the in-session default.
If you do not want the GoToMyPC Printer to be default while in session, you will need to
print by going to File > Print in your application and select the GoToMyPC Printer.
The GoToMyPC Printer is not in my list of printers.
The GoToMyPC printer is available when you are remotely connected to your computer via
GoToMyPC. It disappears from the list of printers when your session is over.
If the GoToMyPC printer does not appear in your list of printers when you are connected to
your host computer, you need to reinstall the GoToMyPC software to bring it back. You may
also manually enable a printer instead of using the GoToMyPC printer (see Manually Enable
a Printer).
To reinstall GoToMyPC
• Be sure you are physically at the host PC you want to access remotely.
• Make sure you are logged in with administrative privileges on your host computer.
1. Click the following link https://www.gotomypc.com/uninstall.tmpl.
2. Download and run the GoToMyPC uninstaller. You are given the option to update your
GoToMyPC software.
3. Click Update and click Next.
4. Click through the installation prompts.
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5. Once the update is complete, go to another computer and remotely connect to your
host computer. See if the GoToMyPC printer is listed when you are remotely connected to
your host computer.
If the above steps do not restore the GoToMyPC printer to the list of printers, or if you are
having persisting issues with the GoToMyPC printer, please contact Global Customer
Support for assistance.
I'm having trouble manually enabling a printer
While installing your client computer's print driver on the host computer you may be
prompted to plug in the printer. Since this isn't possible, do not click Cancel and leave the
screen open on your computer.
1. Right-click the
icon on host computer's system tray and select Preferences.
2. Select on the Printing tab and click Add Printer.
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3. From the Add Printer wizard you should be able to locate your printer from the printer
list and finish the installation of the print driver.
Once you have completed the setup, you may exit the manufacturer's printer installation
program.
I downloaded the drivers for my printer but still don't see my printer
Most print drivers are not automatically installed once downloaded from the manufacturer's
website.When prompted, choose a download destination that is easy to remember such as
your desktop.
Once downloaded, right-click the
icon in your system tray and select Preferences. Click
Add Printer and begin the installation process. When prompted to locate your printer
model, click Have Disk, and browse to the folder where you downloaded the driver files.
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The required file is commonly named autorun.inf. Locate the file and click Open. Click OK.
Select your printer from the list and click Next.
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You should now be able to finish the manual printer installation.
I get this error message when trying to ad the .inf setup file: The setup location
does not contain information about your hardware
This happens when the Add Printer Wizard fails to install the selected .inf setup file which
can be due to an incorrect driver. Verify the driver from the manufacturer's website,
keeping in mind that drivers may differ between 32 and 64 bit versions of Windows.
Some print drivers include several.inf files. If the first fails, you may direct the Add Printer
Wizard to a different .inf file.
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I try to install GoToMyPC and I'm told to Finish or Cancel Active Print Jobs, I
cannot click Next
When the GoToMyPC software installs, it also installs files for remote printing. Incomplete or
paused print jobs may interfere with remote printing installation and result in an error
message. You may either check to see if there are any pending print jobs or skip this step
and remove your print jobs to complete the GoToMyPC installation.
Note: Skipping this step may delete unfinished print jobs from your print queue.
Cancel any print jobs you have open
1.
2.
3.
4.
Click Start.
Click Control Panel.
Select Printers and Faxes or Devices and Printers.
Check to see what is printing and cancel any documents that may be paused.
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Continue with installation anyway
Note: This may delete unfinished print jobs from your computer.
1. When you are asked to finish or cancel active print jobs, press the ESC key on your
keyboard.
2. Click No when asked if you want to quit the setup.
3. You can now click Next and complete the GoToMyPC installation.
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The GoToMyPC Printer is missing from my list of printers
The GoToMyPC Printer uses a universal print driver that enables convenient printing from a
variety of printers. The GoToMyPC Printer is only available while you are remotely connected
to your computer via GoToMyPC. It will disappear when your session is over.
If the GoToMyPC Printer is missing from your list of printers while you are connected to your
host computer, you have two options. You may either manually enable a printer or reinstall
the GoToMyPC software. A manually enabled printer allows you to print remotely with a
specific printer model. If you use GoToMyPC remote printing with multiple printers then you
may want to reinstall GoToMyPC to bring back the GoToMyPC Printer.
Please click here for assistance with manually setting up a printer.
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To reinstall GoToMyPC and the GoToMyPC Printer
1. To reinstall GoToMyPC, be sure you are at the host computer you want to access
remotely. Make sure you are logged in with administrative privileges on your host
computer.
2. Click the following link https://www.gotomypc.com/uninstall.tmpl.
3. Download and run the GoToMyPC Installer. You are given the option to update your
GoToMyPC software. Select Update and click Next.
4. Click through the installation prompts.
5. Once the update is complete, go to another computer and remotely connect to your
host computer. See if the GoToMyPC Printer is listed when you are remotely connected to
your host computer.
If the above steps do not bring back the GoToMyPC printer, or if you are having
persistent issues with the GoToMyPC Printer, please contact Global Customer Support for
assistance.
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Managing Your Computers
Add or Remove a Host Mac or PC
You can add, remove and reinstall existing GoToMyPC seats at any time, which gives you
the flexibility to rotate hosts on your account. If you want to add or remove the total
number of seats then please see How to Change Your GoToMyPC Plan.
To add or reinstall a host Mac or PC to your account
1.
2.
3.
4.
Go to the Mac or PC you want to install GoToMyPC on.
Log in to your account at www.gotomypc.com so that you can view your existing host
computers.
Click the Add Computer button at the bottom of the screen and then click the
Install on this Computer button to install GoToMyPC.
Follow the normal installation process and register your host computer.
Note: Your ability to add computers will depend upon the plan you have purchased or, if you are a GoToMyPC
Corporate user, the number of computers your administrator has authorized.
To remove a host Mac or PC from your account
1.
2.
3.
4.
Log in to your account at www.gotomypc.com so that you can view a list of your host
computers.
Click the Options link next to the computer you wish to remove.
Click Remove to remove the host computer from your account.
You can now uninstall GoToMyPC from your computer just as you would any other
application (this can be done at any time.)
Note: You may add and remove host computers as often as you wish. You may also want to consider upgrading
your account to allow for a greater number of PCs to be permanently available to you. If you are a GoToMyPC
Corporate user you cannot delete a Shared Access host computer if it is shared with another user. Contact your
administrator to remove all shared-access users so that you can delete your host computer.
Revoke Desktop Shortcuts
Desktop Shortcuts are a great way to save time and quickly begin a remote GoToMyPC
session. If at anytime your desktop shortcut(s) are unneeded or left on an unsecured
PC then you can easily revoke them from your online account.
To revoke all desktop shortcuts to your host computer
Log in to your account at www.gotomypc.com so that you can view a list of your host
computer.
2. Click the Options link next to the host you wish revoke desktop shortcuts.
3. Click the Revoke button to invalidate all shortcuts to your host Mac or PC.Move Your
Host PC
If you wish to move GoToMyPC to a different computer then you'll need to complete a few
simple steps. If the GoToMyPC seat is going to be associated with a different email on the
account then you'll want to start by removing the current host computer. Once the
GoToMyPC seat is made available, it can be installed on any of your other computers.
1.
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To move your host Mac or PC to a new computer
From any computer, log in to www.gotomypc.com and select My Computers.
Click the Options link to edit the computer you wish to remove.
Click Remove under Preferences to remove the existing host from your account and
then click OK to confirm.
4. If you are physically present at the original host PC you can uninstall GoToMyPC just
as you would any other application (this can be done at any time.)
5. Now you are ready to install GoToMyPC on the new computer. While you're physically
in front of the new computer log in to www.gotomypc.com.
6. Select My Computers and then click Install GoToMyPC on the new host. See Set Up
a Host PC for detailed installation instructions.
Congratulations, you've successfully moved GoToMyPC to a new Host computer!
1.
2.
3.
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Move Host Computers between Accounts
To move a host computer from one account (e.g., individual) to another account (e.g.,
Corporate account) you will need to uninstall and reinstall the GoToMyPC software for each
computer you wish to move. Moving a host computer from one account to another is a twostep process.
To move a registered computer to another account
Step One - Remove GoToMyPC from your host computer and account
1.
2.
3.
Log in to your original account at www.gotomypc.com so that you can view a list of
your host computer(s).
Click the Options link next to the host computer you wish to remove; and then click
the Remove button.
Next, uninstall GoToMyPC from your computer just as you would any other application
(this can be done at any time.)
Step Two - Add GoToMyPC to the new host computer
1.
2.
Log into your new account at www.gotomypc.com.
From the Computers page click Add Computer to install GoToMyPC.
Change Your Host Computer Nickname
You can change your host computer's nickname at anytime.
To change your host computer nickname
1.
2.
3.
Log in to www.gotomypc.com and view the My Computers page.
Click the Options link to edit the host computer settings.
In the Nickname field, type in the new nickname and click the Rename button.
The Nickname is changed.
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Change Account Password
To easily improve security it is a good idea to occasionally change your account
password. For maximum security, your account password must contain at least 8 character
and include both letters and numbers.
Note: If you are a GoToMyPC Pro or Corporate user, your administrator may require you to change your account
password on a regular basis.
To change your account password
2. In the left navigation bar, click the My Account link.
3. Enter your current password in the User Information section.
4. Enter your new account password and then re-enter to confirm.
5. Click Save Changes to complete the password change.
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Change Your Access Code
Your access code is a unique password that you create when you set up each of your host
computers. It is stored only on your computer and never transmitted over the Internet. For
security reasons it is important that your access code be different from your account
password (which is the password you use to log in to the GoToMyPC website). If you do not
know your access code, you must be physically present at your host computer to reset it.
Note: If you are a GoToMyPC Pro or Corporate user, your administrator may require you to change your access
code on a regular basis.
Change Your Access Code on a Mac or PC
To change your host computer access code
If you know your current access code, then it can be
changed either during a remote GoToMyPC session or in
person.
1. While you're sitting in front of or connected remotely
icon in your Mac menu bar or
to your host, click the
icon in the PC system tray and select
right-click the
Change Access Code.
2. Enter your old access code and your new access code twice on the Change Access
Code screen.
3. Click OK to complete the change.
If you do not remember your access code, click the Forgot your access code? link on the
Change Access Code screen for further instructions.
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Shared Access (GoToMyPC Corporate only)
Shared Access is a feature available only on GoToMyPC Corporate accounts. If your
company account is enabled with shared access, your administrator may give access rights
to other users - most often people who manage your PC. For example, your company's IT
specialist may use GoToMyPC Corporate to remotely maintain your PC. If your administrator
has enabled shared access to your PC, you will:
•
•
Receive an email from GoToMyPC Global Customer Support notifying you that your
administrator has enabled shared access on your PC with at least 1 other user.
Be asked to provide the additional user with your access code. After the sharedaccess user's initial login to your PC, it is recommended that you change your access
code.
Access Codes for Shared Users
When a secondary user is granted access to a host PC, he or she inherits the owner's access
code from the time the invitation was granted. The secondary user will use this access code
even if the owner changes his access code after sending the invitation. If the original
access code is forgotten by both the secondary user and the owner, then the administrator
will need to revoke the original invitation and grant a new one so that the secondary user
can inherit the new access code. If the secondary user has physical access to the host PC,
he can change the access code by following the steps described in the Forgot Host PC
Access Code section.
Note: If a shared access user fails to log in after 3 attempts, all users who have access to that PC will be locked
out. Contact your administrator to unlock the Shared Access host PC.
If you have any questions about shared access to your PC, please contact your
administrator.
In-Session Reboot
The In-Session Reboot feature enables you to remotely reboot your host PC and log back in
with your Windows login credentials. This is an exclusive feature to accounts that have the
Shared Access feature enabled. Since the In-Session Reboot feature is not a default setting,
it must first be enabled by your administrator at the user or group level in the GoToMyPC
Administration Center.
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What it means when your Host Computer is In Session
If you log in to your GoToMyPC account and see that the My Computers page is displaying
that one of your computers is In Session, then one of three conditions, or a combination of
conditions, may exist. The three conditions are:
•
•
•
You have not reloaded the My Computers page since you last connected to your host
Mac or PC. Click the browser refresh button to reload the page and the In Session
notification should disappear.
The host computer has not yet set notification to the Citrix Online servers that it is no
longer in session. Wait a few minutes and reload the My Computers page and the In
Session notification should disappear.
You are on a GoToMyPC Corporate account with Shared Access and the PC is a shared
PC that is being accessed by another user on the GoToMyPC Corporate account. If
you click the connect button you will disconnect the user that is in session with the
host PC. If you have any questions about shared access to your PC, please contact
your administrator.
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Reinstall GoToMyPC
If for any reason the GoToMyPC software on your host computer is deleted or corrupted,
you can easily reinstall GoToMyPC at any time.
To reinstall GoToMyPC on the same host computer
Log in to your account at www.gotomypc.com and view the My Computers page.
If you see the Install GoToMyPC button, click the button to reinstall. Otherwise, click
the Options link next to the name of the host Mac or PC you wish to remove. On the
following page, choose to remove this PC.
3. Now that GoToMyPC is available, go back to the My Computers page and click the
Install on this Computer button to reinstall.
4. Depending on your browser, click Trust, Yes, Allow or Grant to begin downloading
the GoToMyPC software.
5. Follow the on-screen prompts to create a nickname and access code for your
computer.
For detailed instructions on setting up a computer please see Set Up a Host Computer.
1.
2.
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Setting Preferences
GoToMyPC has several options that can be configured to suit your personal needs. You can
set preference settings for:
•
•
•
•
•
•
•
•
Host: Customize how the GoToMyPC service starts and runs
Viewer: Change the way your Viewer window is displayed
Performance: Adjust the speed, color quality and display settings to best suit your
needs
Sound: Optimize your session for system sounds or music depending on your sound
card, personal preferences and the speed of your network connection.
Security: Customize security options for your host computer
Authentication: Configure settings for the host computer access code, use of OneTime Passwords (OTPs) and configure RADIUS integration.
Printing: Add or delete printers for remote printing
Connection: Configure the Direct Connections feature, and if directed by service
agent, test the status of your host computer connection.
To set preferences
1. Right-click the
icon in the system tray of the host PC and select Preferences.
- or Access Preferences from the Tools menu in the Viewer window.
2. Select the appropriate tab for the set of preferences you want to customize.
3. Select your preferences.
4. Click OK.
Note: Your Preferences options may be affected by the type of operating system you are running and the type of
rights your user account allows. Grayed-out options are not available for selection with your operating system or
for the rights assigned to your computer profile.
Setting preferences for Mac computers is not available at this time.
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Host Preferences
The host preferences option enables you to configure settings for the host computer.

Choose how to start GoToMyPC:
• Run GoToMyPC automatically: Start GoToMyPC when you start your computer
(default) or when you log in (optional for users with administrative rights). To
ensure maximum availability of the host computer, we recommend you choose
to start GoToMyPC Personal automatically after startup.
• Run GoToMyPC manually: GoToMyPC will start only when you launch the
application from your Programs menu.
Choose desktop options while connected:
• Automatically adjust host screen area for best full-screen viewing: If possible, it
will resize the host PC screen resolution to best match the client computer
resolution.
• Disable sleep mode on host computer: Disables sleep mode so the host
computer remains accessible.
• Show host PC cursor: Enables the viewing of both host and client cursors.
Desktop Notifications (Personal and Pro only): Delivers access to complimentary
Citrix Online upgrades, information, news and discounts that you may be eligible for.
For more information see Desktop Notifications.
Authorization ID (GoToMyPC Corporate only): Provides host PC MAC Address and
C: Drive Serial Number for use when host PC authorization is required by
administrators.
Note: MAC addresses cannot be used for authorization when either the host PC or client computer connects to the
Internet via a dial-up modem because, unlike with Ethernet and Wireless network adaptors, dial-up modems don't
have MAC addresses. In these cases, using the C: drive serial number of the computer is the option if Host or
Client Authorization is desired. The options you have available for this preference may be affected by the type of
operating system you are running and the nature of the rights your log in allows. Grayed-out options are not
available for selection with your operating system.
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Viewer Preferences
The Viewer preferences option enables you to configure settings for the Viewer window.

Screen size:
• Start Host desktop in: Choose to start the host PC desktop in either full-screen
mode or in Window (in Viewer) mode.
• Show Host screen: Choose to view the host desktop image in actual size (may
require scrolling in the Viewer) or scale-to-fit.
Viewer options:
• Show update regions: Provides an outline around the area of the screen that is
redrawn when your Viewer refreshes its image.
• Dim Viewer when inactive: Dims your Viewer window whenever you switch to
your local client PC window.
• Copy/paste between computers: Enables cut, copy and paste text between host
PC and client PC
• Pass Windows keys to host: Enables special key combinations such as Alt-Tab
and Alt-Shift-Tab, Windows key and Print Screen to be passed to the Host PC.
Note: This feature is not available from the Universal Viewer.
•
Select Viewer color: Enables you to change the color of your Viewer window.
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Performance Preferences
The Performance preferences option enables you to adjust the speed, color quality and
display settings to get the performance level that best suits your needs.

Color Quality:
• True Color: Select True Color for better appearance.
• 256 Colors: Select 256 Colors for better speed.
Performance:
• Better Speed: Move the slider to the left to disable settings that affect
performance. The disabled settings will be displayed in the bottom pane.
• Better Appearance: Move the slider to the right to enable settings that affect
appearance.
Performance History:
• Click the Performance History link to review current and historical session
performance and improvement tips.
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Sound Preferences
GoToMyPC supports one-way sound from your host PC to your client PC. The sound settings
can be optimized for system sounds or music depending on your sound card, personal
preferences and the speed of your network connection.

When my session starts:
• Turn off sound: Select this option to optimize performance.
• Use Low Quality Sound: Enables lower quality sound for better performance.
• Use High Quality Sound: Select this option if you intend to listen to music from
your host PC.
Note: The High Quality Sound option is not available on Windows Vista.

Sound options:
• GoToMyPC will play sound from: Select your preferred audio source or let
GoToMyPC detect the source automatically.
• Automatically disable sound if network connection is slow: This option
automatically disables the Sound feature if a slow network connection is
detected. If the network performance improves, you will need to manually
enable the Sound feature.
• Mute speakers while in-session: Leave this option checked for in-session
privacy.
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Security Preferences
The security preferences option enables you to configure additional security settings. To
reach this menu, right-click the GoToMyPC icon in the system tray, click Preferences, then
open the Security tab.
•
•
Lock Upon Disconnection: Automatically lock the host computer when you end your
GoToMyPC connection.
Screen Blanking: Enables you to blank out the screen of the unattended host PC while
you are remotely connected.
Note:Hardware limitations may prevent host PC screen blanking from working with multiple monitors using a
single video card.
•
Keyboard/Mouse Locking: This security feature prevents others from using your host
mouse or keyboard while you are remotely connected.
• Viewer Security Time-Out: Enables you to set the amount of time in minutes for the
Viewer window to time-out if no mouse or keyboard activity is detected. Default for
this setting is 15 minutes. You may adjust this setting up to 30 minutes before timeout.
Note: To maximize your security, we recommend that you enable all security settings.
If no mouse or keyboard activity is detected on your Mac for 30 minutes the
Inactivity Time-Out feature will automatically disconnect your session. GoToMyPC
Corporate can set the inactivity time-out to something greater than 30 minutes.
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Authentication Preferences
The authentication preferences option enables you to configure settings for the host
computer access code, use of One-Time Passwords (OTPs), and configuring RADIUS
integration (GoToMyPC Corporate only.) If you are a GoToMyPC Corporate account user and
the Shared Access feature is turned on by your administrator, you can view information on
your host PC's accessibility.

Access Code: All users are required to have an access code for each host computer.
The access code is only stored on the host computer and is never transmitted across
the Internet.
• Change Access Code: Enables you to change your access code by entering your
old access code, entering a new access code and confirming the new access
code.
• Forgot the Access Code: Click the Forgot it? link and enter your email address
and password to reset your access code. You must by physically present at the
computer to reset it.
One-Time Passwords: Provides the ability to enable the use of One-Time Passwords
and to generate password lists. One-Time Passwords is a secondary authentication
method that requires you to enter a string of one-use passwords in addition to your
access code to access your host computer.
• Enable OTPs: Turns on the requirement to use One-Time Passwords.
• Generate OTPs: Generates a new list of One-Time Passwords.
Note: To disable One-Time Passwords, you must be physically present at your host computer and will be required
to change your access code. If you are a GoToMyPC Corporate account user, the One-Time Passwords feature will
not be available to you if your administrator has designated your account a Shared Access host.

Configure RADIUS: Enables you or your administrator to enter configuration
information to enable the host PC to communicate with the RADIUS servers.
Configuration information required is: RADIUS server name, RADIUS user name and
RADIUS encryption key.
Note: RADIUS Integration is only available if you have GoToMyPC Corporate and your administrator has required
the use of RADIUS. This option will not appear to users who are not configured to use RADIUS.

Shared Access (GoToMyPC Corporate Only): If you are a corporate user and your
administrator has designated your host PC as a Shared Access host computer, this
section displays the PC name and the number of users who have access to it.
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Printing Preferences
With the Remote Printing feature PC users can easily print remote files to a local printer. No
need to transfer files before printing or worrying if the correct application is installed on the
local computer.
•
•
For most print jobs we recommend simply using the GoToMyPC Printer which can be
found in your remote application's print window. By selecting the GoToMyPC Printer
where you start a print project, you will automatically print the remote document to
your local computer's default printer. Please see changing your printer for more
information on how to use a printer other than your current default printer.
If a high level of precision is required for your project then you may want to manually
enable a printer. Once enabled, your printer will be displayed here in the Printing
Preferences window. It is in this window that you can set a default or decide which
printer to use during the current session.
Note: To simplify the remote printer setup, we recommend that you configure a printer while connected to your
host computer from a client computer.
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Connection Preferences
The Connection preferences option enables you to configure the direct connection settings,
review connection status, and if directed by service agent, test the status of your host
computer connection.
Connection Test
To ensure a valid connection test, we advise that you refrain from testing your connections
unless a GoToMyPC customer-support representative directs you to perform the connection
test.
Direct Connections
communication servers. See Direct Connections for more information.
•
•
•
Only Allowed within Your Network: A direct connection is attempted between the
data.
Not Allowed: A direct connection is not attempted, and the connection through the
data.
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Desktop Notifications (GoToMyPC and GoToMyPC Pro)
What are Desktop Notifications?
Desktop Notifications is a free GoToMyPC feature designed to deliver simple and effortless
access to complimentary Citrix Online software upgrades, information, news and discounts
you may be eligible for. Desktop Notifications delivers information right to your desktop,
allowing you to safely receive important product information that is relevant to you. Desktop
Notifications are sent only by Citrix Online as a service to our customers.
How does it work?
Occasionally, when connected to the Internet, Desktop Notifications will automatically
connect with Citrix servers to see if there are any new messages for you. If there is a
message on the server, Desktop Notifications will display the message on your computer
screen. On a PC, Desktop Notifications can be enabled from the Host Preferences window.
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Firewalls and GoToMyPC
Firewalls are a popular and effective security option that are designed to block unauthorized
outgoing and incoming communications with your computer. Some firewalls require
additional steps to authorize trusted applications like GoToMyPC. If you have a firewall and
are experiencing connection difficulties then the configuration instructions in this section
should be of some help.
Note: The GoToMyPC components need to be admitted through three ports: 80, 443 and 8200. One-way TCP
connectivity is needed (TCP outbound). Please visit our IP Range Fact Sheet for more information.
Configure a Firewall on the Host Computer
Configuring your firewall for GoToMyPC generally requires two steps:
Step 1: Open permission settings in your firewall program
When you first install GoToMyPC on your host computer a secure connection with the Citrix
Online's communication servers is attempted. This connection process could trigger firewall
alerts that will prompt you for action.
1.
2.
From the firewall alert select the check box to Remember the answer each time I use
this program.
Click Yes to enable GoToMyPC to access the Internet.
If your firewall does not automatically ask to allow GoToMyPC to access the Internet, you
may have to enable it manually.
•
•
•
•
•
McAfee firewalls
Norton firewalls
CA firewalls
Kaspersky firewalls
Additional Resources
Step 2: Navigate and accept the GoToMyPC components
•
•
Windows 2000 and XP
Vista and Windows 7
Locate Your GoToMyPC Files for Firewall Permissions
If you experience connection difficulties then you may need to configure your firewall to
accept the following GoToMyPC components.
These GoToMyPC files are needed for remote access
g2comm.exe
g2simpleft.exe
g2fileh.exec
g2pre.exe
g2host.exe
g2processfactory.exe
g2mainh.exe
g2vistahelper.exe
g2printh.exe
g2tray.exe
g2svc.exe
gopcsrv.exe
g2audioh.exe
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To locate GoToMyPC files on a 32-bit version of Windows
Note: Most versions of Windows are 32-bit, including newer models like Windows 7 and Vista. If you cannot locate
the files using these steps, please follow the steps for a 64-bit version of Windows below.
1. Open your firewall and locate the permission settings feature.
2. Navigate to the GoToMyPC files.
a. Open My Computer.
b. Click (C): Local Disk.
c. Click Program Files.
d. Click Citrix.
e. Click GoToMyPC.
These are the required files for GoToMyPC.
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3. Set permissions to accept all the GoToMyPC components.
To locate GoToMyPC files on a 64-bit version of Windows
Note: If you cannot locate your files using this path, you may have a 32-bit version of Vista or Windows 7. In that
case, please refer to the directions above.
1. Open your firewall and locate the permission settings feature.
2. Navigate to the GoToMyPC files.
a. Click (C): Local Disk.
b. Open My Computer.
c. Click Program Files.
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d. Click Citrix.
e. Click GoToMyPC.
These are the required files for GoToMyPC.
3. Set permissions to accept all the GoToMyPC components.
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Using GoToMyPC with a Client Computer Firewall
GoToMyPC provides a secure connection to your host computer from a client computer using
temporary, downloadable software, which can make configuring GoToMyPC with firewalls
difficult. If a client computer remains stuck Initializing connection with your host computer,
then you may be experiencing this issue.
Take these steps to resolve your client computer connectivity issue:
Use the Universal Viewer
The Universal Viewer is a lighter version of GoToMyPC compatible with all operating systems
but without full functionality.
Please review the Universal Viewer section for more information.
To begin a session with the Universal Viewer
1.
2.
3.
4.
5.
6.
Open a browser window and navigate to www.gotomypc.com.
Log in with your email address and account password.
If prompted, choose the account you want to access and click Go.*
Click Connect to the right of the nickname of the PC to which you want to connect.
On the Connection Status page, click Use the Universal Viewer.
The Universal Viewer should load in about 30 seconds.
*Note: Only applies if you have multiple accounts associated with one email address.
Use another computer
To eliminate the possibility that the connection problem is an account-related issue you can
start a GoToMyPC session from another client computer. If the problem seems limited to
one computer then it may be related to your security software. If GoToMyPC connects
successfully, attempt to enable your firewall with GoToMyPC by following the instructions
below.
Enable your client computer's firewall with GoToMyPC
Your security software should allow you to create an exception for GoToMyPC. Although,
GoToMyPC is downloaded to a location of your choice, the software runs from a temporary
location on your computer.
Note: Some firewalls may allow a connection if you create an exception for the downloadable file gotomypcstart.exe, regardless of whether g2viewer.exe has also been exempted.
To enable your client computer's firewall with GoToMyPC
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Open a browser window and navigate to www.gotomypc.com.
Log in with your email address and account password.
If prompted, choose the account you want to access and click Go.*
Click Connect to the right of the nickname of the PC to which you want to connect.
Manually download the software using the link on the Connecting to (host computer)
page.
Run gotomypc-start.exe.
Open Windows Explorer and type %temp% into the address bar.
Locate the most recently updated G2_### folder (g2viewer.exe should be within
the folder.)
Note the file path (C:\Users\(your user name)\AppData\Local\Temp\G2_570 or
similar.)
From your firewall, use the file path to navigate to and authorize the temporary file
g2viewer.exe to complete the exception.
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*Note: Only applies if you have multiple accounts associated with one email address.
Update your security software
If you are using older security software, Citrix Online recommends that you update the
version of your security software from its manufacturer.
GoToMyPC periodically releases updates for both host and client software. You may need to
update your security software to the appropriate version provided by your manufacturer in
order for it to recognize newer versions of the GoToMyPC software.
Contact Global Customer Support if you need additional assistance.
Enabling GoToMyPC with McAfee Anti-virus Software
If your computer is protected by McAfee and you are experiencing connection issues then
your firewall may be preventing a connection. To safely configure your firewall please locate
your version of McAfee below and follow the instructions. If after following these instructions
you still have Firewall related issues then McAfee Support may be able to provide
assistance.
3
Related Topics
McAfee Total Protection
1. Right-click the McAfee Total Protection icon in your system tray (usually the bottom
right of your screen.)
2. Click Open McAfee Total Protection.
3. Click Firewall. (a)
4. Click Settings.(b)
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5. Scroll down until you see Citrix Online Communications (c), select it, and then click
Edit. (d)
6. Set Access to Full. (e)
7. Click Save. (f)
8. If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files,
and add them using these steps.
McAfee Security Center
1. Right-click the McAfee Security Center icon in your system tray (at the bottom right of
your screen).
2. Click Open Security Center.
3. Click Internet & Network. (a)
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4. Click Configure. (b)
5. Click Advanced. (c)
6. Click Program Permissions. (d)
7. Scroll until you find GoToMyPC Communications (e).
8. Select it, then click Allow Access.
9. Click Apply. (g)
10. If you cannot find GoToMyPC in the list of programs, click Add Allowed Program,
navigate to the files, and add them using these steps.
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McAfee Total Protection Service
1. Right-click the McAfee Total Protection Service icon in your system tray (at the bottom
right of your screen) and click Open Console.
2. Click Action Menu then select View Application List (a) from the drop-down menu.
3. Locate GoToMyPC Communications in the list of programs, click the adjacent box (b)
to select it, then click Approve.(c)
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Enabling GoToMyPC with Norton Anti-virus Software
If your computer is protected by Norton and you are experiencing connection issues then
your version of Norton and follow the instructions. If after following these instructions you
still have Firewall related issues then Norton Support may be able to provide assistance.
Norton and Symantec Products versions 2006 and older
We are currently aware of an issue with GoToMyPC and older versions of Norton and
Symantec products. If you have a Norton or Symantec product from 2006 or earlier on
either your host or client computer, GoToMyPC may not be able to connect. Since the
release of GoToMyPC version 7.0, many users have reported issues with older versions of
Norton and Symantec security software. If you experience problems, we do not recommend
attempting to configure these types of security software to allow GoToMyPC connections.
Citrix Online recommends that you either upgrade to the current version of your Norton or
Symantec security software or use a free alternative such as Microsoft Security Essentials.
Norton Internet Security 2010
1. Open the Norton Internet Security console. Click the Settings (a) button on the
Network tab.
2. Scroll down to Smart Firewall, then click Configure (b) next to Program Settings.
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3. Find GoToMyPC Communications, select Allow (c) from the dropdown menu, and click
Apply. (d)
If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files, and
add them using these steps.
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Norton Internet Security 2007
1. Open the Norton Internet Security 2007 console, then click the Settings tab.
2. When the tab expands, scroll to Personal Firewall, click it, then click Configure. (a)
3. Click Program Control (b) in the left menu.
4. Scroll to Citrix Online Communications, click it, and click Modify. (c)
5. Click on a rule (d) then click Modify. (e)
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6. Set to Allow Connections to and from This Computer, then click OK. (f)
7. Repeat this for all the rules.
8. Click Apply.
Norton 360 3.0
1. Open the Norton 360 3.0 console.
2. Click the PC Security tab.
3. Click Manage Firewall. (a)
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4. Scroll down to GoToMyPC Communications, select Allow (b) from the drop-down
menu, and click Apply. (c)
Finding Norton or Symantec Security Software version
1. With most versions of Norton or Symantec security software, you must open the
program to see the version you have.
2. To open the program, right click the icon for Norton or Symantec in your system tray
and click Open.
3. The product displays the version when it opens.
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4. With some Symantec products, you may need to right click the system tray icon and
click About.
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Enabling GoToMyPC with CA Anti-virus Software
If your computer cannot connect via GoToMyPC, your CA firewall may be preventing that
connection. In order to use GoToMyPC without disabling your firewall, follow these steps. If
after following these instructions you still have Firewall related issues then CA Support may
be able to provide assistance.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Open eTrust Threat Management.
Click eTrust PestPatrol. (a)
Click Settings. (b)
Click Exclusions. (c)
Click Paths.(d)
Click Add. (e)
Browse to the Citrix program folder.
Click OK.
Click Apply. (f)
CA Internet Security Suite
1. Double-click the CA icon in the system tray (at the bottom right of your screen).
2. Click My Computer.
3. Click Update Settings. (a)
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4. Scroll down and uncheck Use advanced heuristic scanning.
5. Scroll to Advanced Threat Exclusion.
6. Click Browse.
7. Click Paths.
8. Navigate to the Citrix program folder and exclude it from scanning.
9. Click Apply to save changes.
10. Uncheck Auto-scan and On-Demand. (b)
11. Click Apply. (c)
12. Click Scan.
13. Click View Scan Results. (d)
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14. You should see the files for GoToMyPC listed. Click View Quarantine.
15. Check the box for GoToMyPC. (e)
16. Click Exclude. (f)
17. Uncheck the Auto-scan and On-demand boxes, then click OK.
18. Check the box for GoToMyPC.
19. Click Restore. (g)
20. Perform another scan.
21. There should be no threats detected. Check to see that the GoToMyPC files are still in
the Citrix program folder.
22. Reboot and ensure that GoToMyPC is still installed on your computer.
23. You are now ready to use GoToMyPC with your CA Internet Security Suite firewall.
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CA Security Center
CA Security Center has multiple components. Depending on what you have enabled, you
may have to configure your Anti-Virus, Anti-Spyware, and Personal Firewall components to
allow GoToMyPC to function on your host computer.
Anti-Virus
1.
2.
3.
4.
5.
6.
7.
8.
Open CA Security Center.
Click the arrow to the right of the Anti-Virus tool. (a)
Click Options. (f)
To the right of On-demand scanner check the boxes under Clean and Quarantine, then
click Modify. (d)
Click Add in the window that opens.
Click Browse, browse to the Citrix program folder, and exclude it from scanning.
Click OK.
If Real-time Scanner is enabled, repeat steps 4-7. (e)
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Anti-Spyware
1.
2.
3.
4.
5.
6.
7.
8.
9.
Open CA Security Center.
Click the arrow to the right of the Anti-Spyware tool. (c)
Click Advanced Settings.
Click Options. (m)
Check the Quarantine box in the On-demand Scanner row and click Modify. (n)
Click Browse.
Navigate to the Citrix program folder and exclude it from scanning.
Click Close.
Repeat steps 5-8 for the Real-time scanner. (o)
Personal Firewall
1.
2.
3.
Open CA Security Center
Click the arrow to the right of CA Personal Firewall. (b)
Click Firewall in the left tab. (g)
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4.
5.
6.
7.
8.
9.
Click g2viewer.exe (j), then click Edit. (h)
Click Add in the Configure Application Rules window.
Open the Expert Rules tab. (i)
Under Protocols and Ports, select TCP UDP ALL from the drop-down menu, check the
Enable Rule box, and name the rule NAT1.
Repeat steps 4-7 for g2comm.exe. (k)
Try logging in to GoToMyPC.
If you still cannot login
1.
2.
Click the Privacy tab. (l)
Turn off all components within the privacy window by moving their sliders down to
Off.
Enabling GoToMyPC with Kaspersky Anti-virus Software
If your computer is protected by Kaspersky and you are experiencing connection issues then
your version of Kaspersky and follow the instructions. If after following these instructions
you still have Firewall related issues then Kaspersky Support may be able to provide
assistance.
Kaspersky Anti-Virus 2010
1. Open Kaspersky Anti-Virus 2010
2. Click Settings in the top right.
3. Under Options, select Threats and exclusions. (a)
4. Under Exclusions, click Settings.... (b)
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5. Click the Trusted applications tab.
6. Click Add and browse to the GoToMyPC program folder.
7. Check all of the boxes for exclusions (c) and click OK. (d)
8. Click OK again, then click Apply. (e)
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Additional Firewall Resources
If you have specific vendor related firewall questions that were not covered in our firewall
section then please contact your provider.
AVG
Contact (support requires payment)
Configuration information
Avira Firewall
Contact
Bit Defender
Contact (requires an account)
Note: Please refer to pages 222-226 of BitDefender Internet Security on configuring the firewall.
ESET
Contact
Trend Micro
Contact (800-864-6027)
Note: Although the instructions refer to an email program, they guide you to the program permissions where
you can adjust the settings for GoToMyPC.
VIPRE
Contact (877-673-1153)
Webroot
Contact
Zone Alarm
Contact
Note: Click Knowledge Base, then search "How do I change settings for individual programs in ZoneAlarm?"
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Security Tips
GoToMyPC provides stringent built-in security features so that you can confidently access
your PC from anywhere. For added security, here are a few things you can do.
1. Keep Your Password and Access Code Secure
•
•
•
•
2.
Maintaining password security is the best way to protect your GoToMyPC account and
host PC. Don't share your password with anyone, and change your password
regularly. PC users can change your access code from the host by right-clicking the
system tray icon and selecting Change Access Code. Mac users click the
icon in
the Mac menu bar and selecting Change Access Code.
GoToMyPC requires that your passwords have at least eight characters that include
letters and numbers. When choosing your passwords, do not use common or easily
guessed words. For the highest level of security, your account password and host
computer access code should be different.
When using shared or public computers, exercise special care by not using GoToMyPC
Remember Me feature to log in automatically. Additionally, you should not use your
web browser's "auto complete" feature.
Use the One-Time Passwords feature for additional protection when traveling and
using public terminals.
Protect Your Host Computer When Remotely Connected
Use the Blank Host PC Screen feature to prevent someone at your host computer from
viewing your activity (most configurations).
• Use the Lock Host Keyboard and Mouse feature to prevent others from using your
host computer mouse and keyboard when you are remotely connected (this option
available for most operating systems). PC users can enable these features from the
Security tab of GoToMyPC Preferences.
• Although GoToMyPC automatically times out after 15 minutes of inactivity on your
host computer for your protection, you may adjust this setting up to 30 minutes from
the Security tab.
3. Use Safety Features When Inviting Guests
•
•
You choose the expiration period for each invitation so you know when to be available
when your guest arrives. The invitation expires if the guest does not connect to your
host PC within your designated period. Because the invitation automatically expires,
your guest cannot attempt to connect when you are away from your computer.
• You choose the level of access to grant your invited guests. To limit a guest's access
to your computer, grant view-only control. Alternatively, you can allow full control of
your keyboard and mouse.
4. Completely Disconnect
•
•
•
•
Make sure to completely disconnect when you are finished by closing the Viewer and
logging out of the GoToMyPC website.
Be certain that you do not leave the client computer while you are remotely connected
to your host Mac or PC.
When you log out, remember that if you do not close the programs you were last
working on, they will remain visible the next time you access your host. Make sure to
close any sensitive documents or programs before you disconnect.
You can have GoToMyPC automatically lock your host computer when you end your
session. This prevents someone at your host PC from using your computer after you
have disconnected. PC users can enable this feature from the Security tab of
GoToMyPC Preferences.
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Note: Although GoToMyPC has built-in protection features, by far the best protection is simply not to give out or
compromise your user name, password or computer access code!
Protecting the Data Stream During a Session
GoToMyPC uses built-in 128-bit AES encryption so that all your data - including screen
images, file transfers, keyboard and mouse input and chat text - is fully encrypted from
end-to-end.
The encryption key is unique for each connection and is based on the host computer access
code and a random bit sequence.
The access code is not stored anywhere on your host computerand is never transmitted or
stored on Citrix Online servers. For this reason, it is impossible, even with the most
sophisticated devices, to intercept the data necessary to decode the encryption. This
ensures that transmissions cannot be hacked or compromised in any way.
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FAQs and Troubleshooting
General FAQs
Can multiple accounts be set up on one host computer?
No. If a computer is already registered to one account as a host and another user wants to
add that same computer as a host onto their account, the first account will be overridden.
In other words, the most recent user who added that computer to their account will have
sole access.
I have two computers under my GoToMyPC account. Can I access both my
computers at the same time?
Yes. To do this, wait for a connection to be established on one computer and then go back
to the GoToMyPC web page and connect to the other computer. Note that you may
experience an increased lag time due to the multiple connections.
What's the difference between my account password and my access code?
Your account password enables you to log in at www.gotomypc.com. This is useful for
changing settings or other account management activities. Your access code is the
password that lets you access your host Mac or PC remotely. You are prompted to enter
your access code after you've logged into your account.
The two are kept separate for security reasons; if someone found your account password,
they would still be unable to access your desktop remotely without your access code. If you
routinely access the same host computer from the same secure client, you can save time
and bypass the account password with the Desktop Shortcut feature.
What's the difference between a host and client computer?
Your host is the computer that you're connecting to remotely. It is called the host computer
because it is the PC or Mac that is hosting the actual GoToMyPC program. The client
computer is the PC or Mac that you are sitting in front of to remotely access the host. It is
called the client computer because it runs a GoToMyPC client downloadable file from the
web rather than the program installed on your host computer.
What are my subscription options once my GoToMyPC personal plan expires?
You can now manage your GoToMyPC Personal subscription online and pre-select what
happens to your account when your current plan expires. To modify your selection, log in to
your account at www.gotomypc.com and select My Account from the navigation menu on
the top left of your screen. Next, select Billing Info and then scroll to the bottom of the page
to Subscription Options. From here you can select whether the account should be renewed
or canceled at the end of your current plan.
Can I cancel my GoToMyPC personal account online?
Yes. To cancel your service, please log in to your account at www.gotomypc.com. Select My
Account and update your subscription options on the Billing Info page. You can also call
Global Customer Support toll-free at 1 888 259 3826. If you are calling from outside the
United States or Canada, please use one of our international telephone numbers.
Because GoToMyPC is a pre-paid service, your service will continue until the end of your
current paid subscription period. At that time, your plan will be discontinued and will not
renew again. Depending on the timing of your credit card billing cycle, your final charge
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may appear on your next statement.There are no refunds for service. Your plan will
continue until its normal end date. Log in to review the active dates of service for your
account.
How do I install GoToMyPC on my new computer and take it off the old one?
To free up your GoToMyPC seat, do the following:
1.
2.
3.
4.
5.
Log in to your GoToMyPC My Computers page.
Click the Options link to edit the host computer you wish to remove.
Click the Delete button.
Go to your old host computer and uninstall GoToMyPC.
Log in to your GoToMyPC My Computers page from your new PC and install
GoToMyPC.
Please see Move a Host Computer for more information.
My company has the Shared Access feature enabled. Can I delete my host PC if it's
shared with another user?
No. Your administrator must remove all shared-access users before you can delete the host
PC from your account.
Is there a way to stop GoToMyPC from automatically launching?
icon in the system tray and
You can start GoToMyPC manually by right-clicking the
choosing Preferences. Under the Host tab, uncheck Automatically and then click OK.
Can GoToMyPC run without having the GoToMyPC icon active in the system tray?
No. GoToMyPC must be running for you to access the host computer.
Setup FAQs
Can I install GoToMyPC 6.0 on a Windows 95, 98, ME or NT computer?
No. GoToMyPC version 6.0 or later must be installed on a PC with Windows 2000, XP, Vista,
Windows 7 or Mac OS X 10.4 or newer. You can remotely connect to your host PC from
computers with older operating systems. Please see the System Requirements section for
more information. If installation is attempted on a PC with an older OS, you will be
redirected to install GoToMyPC 5.0.
I tried to use your product, but cannot get past the window that asks for my user
name and password. Help!
In this case, you are stuck in the authentication loop. This usually means that the computer
you are on is behind a firewall. Our product, currently, cannot get through some highlyselective firewall systems. As a possible work-around, in addition to the usual ports 80 and
443 that are used to access the Internet, we suggest opening port 8200. Please see
www.gotoassist.com/iprange for current IP addresses. If you use personal firewall software,
make sure GoToMyPC has been added to its list of software that is allowed to access the
Internet.
The GoToMyPC icon in the system tray has a yellow exclamation point. What does
this mean?
icon generally indicates that you did not complete the set-up and installation
The
process. Please right-click theicon in the system tray and select Register. This will bring you
back to where you previously quit the installation process.
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Sometimes your icon on the bottom has a red x. What does this mean?
The
icon means that your computer is not connected to the Internet or cannot access
the GoToMyPC servers. If the problem persists, please check to see if there is a firewall
(personal or corporate) or proxy server.
GoToMyPC freezes with Communicating with Server message and the icon
shows a red x
GoToMyPC tests communications with Citrix Online because the program needs to connect
to our servers in order for to access your computer remotely. If you have a working internet
connection and GoToMyPC freezes when you see the Communicating with server message,
try the following:
•
Your computer's security software may prevent connection with Citrix Online servers.
Please see the firewall section of our support page for help configuring your firewall to
allow GoToMyPC connections
• If you use GoToMyPC in a corporate environment or an area where there may be
network security, run our GoToMyPC Connection Wizard. The Connection Wizard
performs additional tests to find open connections to our servers from your host
computer. These connections are stored on your computer for GoToMyPC to use for
any future connections.
• Make sure that your internet connection meets GoToMyPC minimum internet
connection requirements. Satellite, cellular based air cards, dialup and other nonbroadband internet connections do not meet our requirements. Users with these kinds
of connections may not be able to complete the GoToMyPC setup process or connect
to a client computer using these types of connections.
• Network restrictions in your location may require input of authentication for internet
access. Some networks require a user to input her or his Windows or network login
credentials for an application to access the internet. Our software normally completes
this process automatically, but you may be prompted to input this information. If you
have additional questions, please contact your IT department or network
administrator. See Connection Test Help.
For additional support, contact your network administrator for assistance.
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Session FAQs
I get horizontal lines on my screen when I access the host computer. How do I get
rid of this?
You may see this if your host computer is scheduled to go into "Sleep Mode", has a screen
saver or has an open DOS program. Click in the center of the viewer multiple times or
access the Tools menu and then select Send Ctrl-Alt-Del to wake up the computer.
Why do I see a blinking cursor on the host computer?
GoToMyPC is unable to blank the cursor with certain video cards. Try turning off the monitor
on the host computer.
How can I transfer more than one file at a time?
You can select more than one file at a time by holding down the <Ctrl> key while selecting
files with the mouse.
The resolution is very bad. I can barely make out the icons on my desktop or read
my email text. What can I do to clear this up?
When you connect to a host PC with a resolution set higher than the client, GoToMyPC
automatically condenses the host desktop image in the viewer. You can resize the image of
the host computer's desktop from the View menu. You can also try modifying the host
computer's screen resolution in the Screen Properties control panel.
I am getting a bluish screen or purple boxes on my screen when I connect.
Right-click the host PC's desktop and select Properties. Click the Settings tab, change the
color to 16-bit and then click Apply.
I cannot connect from my client computer.
Be sure that the Java settings are enabled in the browser and then reboot. Modify any
firewalls to accept GoToMyPC. See Using GoToMyPC with Firewalls for more information.
I am running Windows XP and would like to switch users while connected to my
host PC. Will I be disconnected or lose any information?
Fast User Switching allows you to connect to your host computer regardless of which user
(if any) is active at that time. Once connected to your host PC, you can switch users at any
time; however, any queued or active file transfers and remote printing jobs in progress are
terminated when a user switch is performed. A black screen with a status message is
displayed when a user switch is taking place. We recommend that you avoid logging off
your PC from the Task Manager Users Page when using Windows XP Fast User Switching
since this may shut down GoToMyPC. Fast User Switching is available on XP and later,
including Vista.
Why are the letters the wrong case (Shift and/or Caps Lock do not work properly)
when the Input Blocking feature is enabled on Windows XP?
Some versions of Windows XP have an issue with Input Blocking. To resolve, install
Windows XP Service Pack 2 or go to Windows Update and install all of the Critical Updates.
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Direct Connections FAQs
What is Direct Connections?
communications servers.
What are the differences between the Direct Connections options?
•
• Only Allowed within Your Network: A direct connection is attempted between the
data.
• Not Allowed: A direct connection is not attempted, and the connection through the
data.
If you disable the Direct Connections feature, your GoToMyPC session is handled exclusively
through Citrix Online's secure communication servers just as it always has. For more
information see Direct Connections.
Are there any security risks associated with Direct Connections?
The Direct Connections feature is established securely, and data is protected with the same
end-to-end encryption that GoToMyPC always uses.
Is the Direct Connections feature available for my Mac?
While you can establish a direct connection between your Mac client and an enabled host
PC, you cannot currently enable a Mac host with the Direct Connections feature.
Does the Direct Connections feature work with firewalls?
Direct Connections often works with firewalls, because it starts via an outgoing signal.
However, because the feature establishes an incoming connection, some firewalls may block
Direct Connections, or give you a warning message asking for your permission to allow it. If
Direct Connections is blocked, the session will simply continue using the initial connection
through the communication server.
Mac OS X 10.7 Lion FAQs
There are a few known issues that our Mac customers should be aware of if they upgrade
to Lion.
If I purchase Mac OS X Lion, will GoToMyPC work?
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If you are trying to connect to your Mac OS X Lion computer, you will need to upgrade the
GoToMyPC host on the Mac OS X Lion machine to the latest version of GoToMyPC. Please
see Upgrade Information more information on GoToMyPC v7.2.
If I want to connect from a Mac OS X Lion to any other host computer, will
GoToMyPC work?
Yes. If you are only using the Mac OS X Lion computer as a viewer, your current version of
GoToMyPC will work fine. However, GoToMyPC requires Java to be installed in order to
launch the GoToMyPC viewer. Mac OS X Lion does not include Java, so you will need to
download and install it. This is a one-time download of 150 MB.
Java is not installed in Mac Lion. Do I need it?
Yes, GoToMyPC requires Java to be installed in order to launch the GoToMyPC installer and
viewer. You will need to download and install Java if it is not already installed. This is a onetime activity, but it can take awhile. So go get a cup of coffee and we'll show you how.
•
Download and install Java for OS X Lion from Apple's support site here:
http://support.apple.com/kb/DL1421
This is what you will see when you start GoToMyPC if Java is not already installed on your
Mac:
1. From the GoToMyPC website you will see a "Missing Plug-in" message.
2. Click the arrow next to the Missing Plug-in prompt. The following pop-up will be
shown.
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3. Choose "Install", and you will see a download progress dialog where Java will start
downloading. It automatically downloads and installs multiple packages needed for Java.
The Java download is 150 MB. Depending on your Internet connection and network traffic
this could take approx 15 minutes. The good news is that you only have to do this once.
4. After installation is complete, you will need to log in again on the GoToMyPC page and
click Connect.
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5. You will now see a pop-up asking for permission to run the applet.
6. Click Allow and the GoToMyPC viewer will start. Enter your host computer access code
and it will connect.
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If I have GoToMyPC 7.2, can I connect to my Mac OS X Lion computer using
GoToMyPC for iPad?
Yes, you can connect to it without any problem.
Questions?
Should you have any questions about using GoToMyPC with the new Mac Lion OS, please
feel free to contact call our toll-free 24/7 Global Customer Support line.
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PocketView FAQs
How do I install GoToMyPC PocketView?
You do not need to install PocketView. Once you have set up a GoToMyPC account and
installed the software on your host PC, simply log in to the GoToMyPC website from your
Windows Mobile, Pocket PC, or Windows CE device and choose the host PC you wish to
connect to. You will then be presented with the download needed to connect to that
computer. PocketView is not compatible with Blackberry or iPhone.
Do I have to download PocketView every time I connect to my remote computer?
You must download the loader program each time you connect, but it is only 50KB. Once
the correct version of the main PocketView program (about 550KB) is downloaded, it will be
cached on your device so it will not need to be downloaded again. To bypass the login
screen and quickly begin a session, create a shortcut from the File menu.
Can I pre-install PocketView?
PocketView is installed through download-on-demand. If you want to avoid going through
the initial download while using a slower wireless connection, connect once while the device
is in its cradle (using ActiveSync for the Internet connection). After that, the main program
will be cached and will not need to be downloaded again.
What kind of handheld device is needed to use PocketView?
PocketView supports Microsoft Windows Mobile 5.0 / 6.0 for Pocket PC (including Phone
Edition) and most devices running Windows CE 4.0 or later with a touch screen or mouse,
such as thin clients. For more detailed information, please see the System Requirements
section.
What kind of Internet connection is needed to use PocketView?
An Internet connection with a typical speed of at least 40 kbps is recommended.
How do I rotate the on-screen keyboard or other soft input panel?
If your device is running Windows Mobile 5.0 or later, you can rotate the screen using its
built-in capability instead of using PocketView's rotation. From the Start menu, choose
Settings > System > Screen to change the device's orientation.
How do I remove PocketView from my handheld device?
If you wish to remove the cached PocketView program, use File Explorer to navigate to
Program Files\Citrix\GoToMyPC; locate the g2viewer.exe file and tap-and-hold it; and then
select Delete from the popup menu.
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Troubleshooting
Your Host Mac or PC is Offline
What does Offline mean?
If you log in to your GoToMyPC account and see that one of your computers is Offline, then
there is a connection problem at the host computer that is preventing you from establishing
a session. You will need to physically go to this computer to resolve this issue.
There are three issues that may cause a host computer to go offline:
• The host computer is powered off or in sleep mode
• The host computer is not connected to the Internet
• The GoToMyPC host software is not running
If you are having difficulty figuring out why the host computer went offline, click the link for
(Options) next to the host computer name.
The paragraph at the top of the screen explains when communication from your host
computer was lost. This may help you figure out what caused the host computer to lose its
connection with GoToMyPC.
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Getting a computer back online
To make an Offline Mac or PC available for remote access, you need to be at the computer
and ensure that the following conditions are met:
•
•
•
The host PC is turned ON (you do not need to be logged in, and for security reasons
the computer should be locked).
The host PC is connected to the Internet with a live Internet connection.
The GoToMyPC host PC software is running.
To start the GoToMyPC service
•
If GoToMyPC is not running on a PC then from your Windows taskbar choose
Start, Programs, Citrix and then GoToMyPC.
Note: If GoToMyPC is running on a PC, you will see the
icon in the system tray.
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To ensure GoToMyPC is available while your PC is turned ON
in your system tray.
Right-click the GoToMyPC icon
Select Preferences.
From your Host Preferences make sure that GoToMyPC is set to start Automatically
and that the sleep mode has been disabled.
Without these items checked you will need to ensure that GoToMyPC is running, and
sleep mode has been disabled each time you leave the host computer unattended.
Otherwise it will not be available for remote access.
1.
2.
3.
Manage sleep mode on a Mac
GoToMyPC is able to turn off sleep mode on your Mac, but putting your host Mac
to sleep manually through the Apple menu icon, or closing the lid on a Macbook
can put your Mac to sleep and cause GoToMyPC to go offline. If you see the icon in
the top menu bar but your computer is still offline, reboot your host Mac. If the
GoToMyPC software does not come back online, please contact Global Customer
Support for assistance.
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The GoToMyPC program is running, but the icon in the system tray
over it
has a red X
icon in the system tray and select Quit.
1. Right-click the
2. Click Yes to confirm.
3. Click Start, Programs, Citrix and then GoToMyPC.
This restarts the GoToMyPC program. If the program icon still has the red X over it, call
Global Customer Support for assistance.
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If GoToMyPC Fails to Connect
There are a variety of issues that can prevent a successful GoToMyPC connection. Warning
screens like Initializing connection with your host computer and Unable to establish
connection with host computer indicate problems that may be resolved by following the
steps below.
Reboot your host computer
Many issues can be resolved by simply rebooting your host computer. This might require
you to phone or email someone near the host computer to physically reboot the
computer.
Run the GoToMyPC Connection Wizard
GoToMyPC may be unable to establish a connection to our servers which is required to
establish a session. The GoToMyPC Connection Wizard locates and stores optimal
connection settings to our data servers to improve GoToMyPC connectivity and
performance.
Make sure that a firewall or other types of security software are not blocking
GoToMyPC
Firewalls and other types of security software may prevent GoToMyPC from successfully
connecting to your host computer. Please refer to the firewall section for instructions on
how to configure your security software to work with GoToMyPC.
Make sure that both your host and client computer meet our minimum Internet
connection requirements
Satellite, dial-up and other non-broadband Internet connections do not meet our
recommended connection requirements. Users with these kinds of connections may have
difficulty connecting to computers through GoToMyPC.
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Try and connect from another location
Sometimes a client computer may prevent you from connecting to your host computer. A
good way to identify this issue is to attempt a session from multiple locations. If you are
successful from one location but not another, the issue is unlikely due to your host
computer.
If you are unable to connect to your host from a home computer, it's often caused by
security software. You can refer to the firewall section for assistance. If you are unable to
connect to a host within a corporate environment, network security may be blocking
connections. You can refer to the GoToMyPC Connection Wizard section for assistance.
If you are connecting from a hotel, library or other type of public network
The Universal Viewer is a great option if you are trying to connect to your host from a
restricted environment.
If you are having difficulty with any of these steps, please contact Global Customer Support
for assistance.
Related Topics
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Connection Test Help
Many connection test difficulties are related to user authentication issues. Please follow the
decision flow chart below to assist you with determining if this problem exists and what
actions to take.
Note 1: See Global Customer Support.
Note 2: See Network Authentication for help in finding your domain name.
Note 3: A missing domain name may indicate that Basic Authentication is in use on your web proxy. Your web
proxy may require different passwords from those you use to log on to your Windows computer. Your network
administrator can confirm whether or not you have the correct information.
Note 4: The user name and password required here are the same as those that you use to log on to your Windows
computer.
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Enter information accurately
When entering all user names and passwords, please make sure that:
•
•
•
You are typing correctly, especially since you cannot see the password characters as
you type them.
Your Caps Lock key is off.
You do not have any trailing white-space characters in the fields. Check this by
deleting and retyping the entire contents of each field or by checking the end of each
field for a blank space.
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Connection Wizard
The GoToMyPC Connection Wizard is a program that is used to test and determine the ideal
connection settings that the GoToMyPC software can make within your network. The
Connection Wizard stores optimal connection settings on your computer and the GoToMyPC
software will continue to use these settings any time you attempt to join or host a meeting
from your computer.
The GoToMyPC Connection Wizard is currently unavailable to Mac users.
To run the GoToMyPC Connection Wizard
1. Visit: http://www.GoToMyPC.com/wizard
2. Download and open or run the GoToMyPC Connection Wizard.
3. Once the wizard opens, click Run Wizard.
4. The Connection Wizard opens the GoToMyPC website and attempts to detect
connections to our servers. When the browser window is open click OK.
5. Wait for the Wizard to test connectivity, then click Next.
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6. The Wizard informs you if it was able to find good connection settings. Click Exit
Wizard to finish.
Using the Custom Wizard (Advanced Users Only)
The Custom Wizard offers advanced users and network administrators customizable options
that control how GoToMyPC manages connections within your network.
To activate the custom GoToMyPC Connection Wizard
1. Visit: http://www.GoToMyPC.com/wizard
2. Download and open or run the GoToMyPC Connection Wizard.
3. Right-click the GoToMyPC logo banner to activate advanced options.
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4. Click Custom Wizard.
5. Specify the parameters of the connection test and click Next.
Note: For detailed information on the GoToMyPC data server IP addresses the Wizard is attempting to reach,
please consult our IP range document.
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6. Wait for the Wizard to detect a connection to our servers and then click Next.
7. The Wizard displays all verified connection methods. Select a preferred connection
method and the Usage option. You can force GoToMyPC to communicate through a
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specific port. If your network requires Internet traffic to go through a proxy, you'll want
to see if it's listed as a verified connection method for GoToMyPC and set the Usage
option to Force or Try Always.
If you don't see any verified communication methods, or you don't see your network
proxy listed, click Add.
8. Specify your proxy information and click Verify to test. If the Wizard is unable to
verify your network proxy connection settings, contact your network administrator and
refer to our Citrix Online IP range for optimal firewall configuration.
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9. Once finished, the Wizard notifies you of the results.
10. Restart GoToMyPC and determine if connectivity has improved.
11. If the connection fails with the selected configuration, re-open the connection wizard
and right-click the GoToMyPC logo. This time, click Manual Tools.
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12. Click Reset to remove any settings previously stored by the Connection Wizard.
13. Once reset, attempt to run the Connection Wizard again and see if you can start a
session.
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Forgot Your Account Password
Your account password is what you use to log in to the GoToMyPC web site. If you ever
forget your account password, you can quickly create a new one.
To create a new account password
1. Go to www.gotomypc.com and click the Forgot your Password? link above the log in
button.
Note: If you do not see the Secure Login screen, click the Log In link on the top left of the screen.
2. Enter your email address that was used to create your account and click Submit.
Note: You will receive an email with instructions for creating a new password. The email will be sent to the email
address you provided when you created your GoToMyPC account. If the email account is accessible only from the
host computer you are trying to access, you will need to be physically present at your host to view the email. If
this is not possible, please contact Global Customer Support.
3. Go to your email and click the link to create a new account password.
From the new password page enter your new account password and confirm.
4. Click OK.
• If you did not receive an email to create a new account password
Check your spam or junk mail folder. The password reset email may have been flagged
as spam. If you still don't have the email, contact Global Customer Support for
assistance.
• If you don't have access to your account email address
Please contact Global Customer Support for assistance.
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Forgot Your Access Code on a PC
Your access code resides only on your host Mac or PC and is never transmitted over the
Internet. It is a critical component in the encryption key which is used to keep your host
computer secure. For security reasons, Citrix Online does not have a record of your access
code and has no way to provide it to you if forgotten while traveling. Because it cannot be
emailed, you must be physically present at the host Mac or PC to create a new access code.
To create a new access code on a host PC
1. If you do not remember your access code, you must go to your host computer to reset
it. If you do not know your original access code, it is not possible to change it remotely.
2. While sitting in front of your host computer, locate the
system tray.
icon in your computer's
Note: You may have to click an arrow or triangle in the system try to show hidden icons if the GoToMyPC icon
is not visible.
3. Right-click the
icon and select Change Access Code.
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4. Click the Forgot your access code link.
5. Enter your GoToMyPC account information and click OK.
6. From the New Access Code dialog box, enter your new access code, confirm and click
OK.
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Forgot Access Code on a Mac
Your access code resides only on your host Mac or PC and is never transmitted over the
Internet. It is a critical component in the encryption key which is used to keep your host
computer secure. For security reasons, Citrix Online does not have a record of your access
code and has no way to provide it to you if forgotten while traveling. Because it cannot be
emailed, you must be physically present at the host Mac or PC to create a new access code.
To create a new access code on your host Mac
1. If you do not remember your access code, you must physically go to your host mac to
reset it. If you do not know your original access code, it is not possible to change it
remotely.
2. While sitting in front of your host computer, click the
select Change Access Code.
icon in the top menu bar and
3. Click Forgot your access code?
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4. Enter your GoToMyPC account information and click OK.
5. From the Change Access Code dialog box, enter your new access code, confirm and
click OK.
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Optimize GoToMyPC Performance
The speed of the session will depend on various factors, including type of OS, browser and
Internet connection for both computers. Even if you have fast connections, Internet traffic
on your ISP can affect your session.
System resources and programs using Internet bandwidth can also affect the exchange of
information between the host computer and client computer. If your system meets the
minimum recommended requirements but you are still experiencing a lag in performance,
following are several items you can adjust to improve performance. You can also see
Session Performance for more information.
To improve the performance of GoToMyPC
•
Control screen resolution
GoToMyPC works by detecting differences in the screen and redrawing it to show
updates. If you are using a high-display resolution, reduce it to a lesser value, such as
the standard 800 x 600. If you are using a desktop or wallpaper with high-resolution
picture or graphics, change to a plain background during your remote sessions. For
more information in disabling effects, see Quality Preferences.
•
Free up bandwidth
Close any programs that take up bandwidth, such as AOL Instant Messenger, Yahoo
Pager, chat programs or online "radio" stations.
•
Free up resources
Lack of system resources can slow down the exchange of data. Close programs that
are not being used. Some older operating systems may not release memory and
resources even when programs are shut down, so you may want to reboot the host
machine before setting it up for a remote connection.
•
Increase upload rate
Your Internet Service Provider (ISP) may have a lower upload rate. Many ISPs enable
you to download at a faster rate than you can upload. If your host computer is
connected to the Internet by an ISP- cable or DSL, you may need to check with your
service provider to have your upload rate increased.
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Network Authentication
Network authentication is a security process required when a computer on a network tries
to connect to the server in order to use its resources. If the user's identity has been stored
by the server, entering a valid username and password completes the connection. However,
if there is a mismatch of information, you are required to establish your network
identification.
Determine domain name
Because this is a network issue, and not associated with the GoToMyPC software, you
should contact your network administrator for assistance. However, an Authentication
Required dialog often requires that you enter your domain name, and the following
procedures may help you in determining this information.
Select your operating system.
Windows 2000
To find your domain in Windows 2000
1.
2.
3.
4.
Right-click the Windows My Computer icon on your desktop, and select Properties.
Select the Network Identification tab.
The information shown for Domain: is the name of the Windows Domain to which your
computer belongs on your company network.
Note your domain name so that you can enter it into the Domain field of the
Authentication Required dialog box.
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Windows XP
To find your domain in Windows XP
1.
2.
3.
4.
5.
Click the Start button.
Right-click the My Computer icon and select Properties.
Select the Computer Name tab.
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Windows 7
To find your domain in Windows 7
1.
2.
3.
4.
5.
Click the Start button.
Right-click Computer in the right-hand column.
Select Properties.
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The Send Ctrl-Alt-Del feature on Windows 7 and Vista
If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Windows 7 or Vista then
the User Account Control (UAC) and/or the Secure Attention Sequence (SAS) may be
disabled. The GoToMyPC user or user's IT Manager will need to complete one of the
following procedures to enable the Send Ctrl-Alt-Del feature. Before you complete this
procedure, please verify that the host PC has GoToMyPC 6.1 or later installed.
Enable User Account Control for individuals
In order to send the Ctrl-Alt-Del command to your host computer (the computer you are
connecting to) , you must have the User Account Control enabled. Please do the following to
ensure that UAC is turned on:
To enable User Account Control on Windows Vista
1. Click the Windows
button.
2. Select the Control Panel.
3. Select User Accounts.
4. Click Turn User Account Control On or Off.
5. Check Use User Account Control (UAC) to help protect your computer and click OK
6. Restart your computer for the changes to take effect.
To enable User Account Control on Windows 7
button.
2. Select the Control Panel.
3. Select User Accounts.
4. Click Change User Account Control settings.
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5. Windows 7 offers four different User Account Control settings. If the UAC is set to the
bottom option, then it is considered to be off. We recommend at least the default setting,
but anywhere other than off will be sufficient.
6. Restart your computer for the changes to take effect.
You should now be able to send the CTRL-ALT-DEL command to your host computer. If you
continue to have problems, your computer may need to be configured by an
IT administrator to accept this command when it is sent remotely.
Configure the Domain Group Policy or the Local Group Policy
In most cases, the IT administrator configures the Group Policy for the domain or subdomain. If the Group Policy for the domain is "Not Configured" or the computer is not on a
domain, then the local Group Policy may be configured.
Note: Only a domain administrator can modify the domain Group Policy.
Note: The domain Group Policy overrides the local Group Policy.
To configure the Domain Group Policy to allow GoToMyPC to send Ctrl-Alt-Del
1. Log in to a PC with Windows 7, Vista, Windows 2008 R2 or 2008 Server as a domain
administrator.
2. If using Windows 7 or Vista with Service Pack 1 or later, the Group Policy Management
Console may need to be installed and enabled:
a. From Windows 7, please download and install the Windows 7 Remote Server
Administration Tools. From Vista, download and install the Vista Remote Server
Administration Tools (RSAT) from Microsoft.
b. In the Control Panel, under Programs and Features, select Turn Windows features
on or off.
c. Navigate to Remote Server Administration Tools > Feature Administration Tools and
then check the box next to Group Policy Management Tools.
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3. If using Windows 2008 R2 or 2008 Server, the Group Policy Management Console may
need to be installed or enabled:
a. Start the Server Manager.
b. In the Features section, select Add Features.
c. Check the box next to Group Policy Management.
button.
5. Select the search field and type gpmc.msc to open the Group Policy Management
Console.
6. In the left pane of the Group Policy Management window, click the arrow to expand
the forest until you have reached your company's domain.
7. Locate the Group Policy Object (GPO) in the domain or sub-domain that contains the
policy that is preventing GoToMyPC from sending Ctrl-Alt-Del.
8. Right-click the GPO and select Edit.
9. Continue with the instructions for changing the Group Policy for Software SAS.
Note: The domain Group Policy change may not take effect until the workstations are restarted. Use the
"gpupdate /force" command on each workstation to immediately enable the policy.
To configure the Local Group Policy to allow GoToMyPC to send Ctrl-Alt-Del
1. Log in to the specific Windows 7 or Vista PC as a local or domain administrator
button.
3. Select search and type gpedit.msc to open the Group Policy Editor.
4. Continue with the instructions for changing the Group Policy for Software SAS.
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Change the Group Policy for Software SAS
To change the Group Policy for Software SAS
1. In the left pane of the Group Policy Object Editor, navigate to Computer Configuration
> Administrative Templates > Windows Components > Windows Logon Options.
2. Right-click the policy for Disable or enable software Secure Attention Sequence and
select Properties.
3. Select the appropriate setting and click OK to apply the setting.
•
•
•
Not Configured uses each computer's local Group Policy if setting a domain
Group Policy. It is equivalent to Disabled if setting a local Group Policy.
Enabled enforces the Group Policy. GoToMyPC can send Ctrl-Alt-Del unless the
policy's value is set to None.
Disabled turns off the Group Policy. GoToMyPC can send Ctrl-Alt-Del.
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GoToMyPC and Cookies
GoToMyPC requires that cookies be enabled on your Internet browser before you log in to
begin a session. In most cases your browser is already configured to accept cookies but if
not you can modify your security settings from your Internet browser.
To enable cookies in Microsoft Internet Explorer
1.
2.
From Internet Explorer select the Tools menu and then Internet Options.
From the Privacy tab set the Settings slider to High or below to accept cookies.
To enable cookies in Mozilla Firefox
1.
2.
From Firefox select the Tools menu and then Options.
From the Privacy tab check the boxes to accept cookies.
Note: If you prefer to only accept cookies from www.gotomypc.com then uncheck the box to accept cookies. Next
click the Exceptions button, type www.gotomypc.com and then click Allow.
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Sound Troubleshooting
Because Microsoft redesigned the sound control panel in Windows Vista and Windows 7, the
following solutions marked with an (*) do not apply to one or both of these versions of
Windows. For help with these problems, contact our Global Customer Support.
No Sound
•
Remote Sound
The Remote Sound feature allows PC users to hear the audio from their remote host
PC. The feature is available on host computers with Windows 2000 or later. It is not
available for Macs or on PocketView or the Universal Viewer.
•
Loopback Input (*)
In rare cases GoToMyPC is unable to detect the loopback input correctly and, hence, is
unable to test the sound output. Manually select the loopback input from the dropdown menu in the Sound Preferences window. Typical names for the loopback input
are: Stereo Mix, Wave Out Mix, What U Hear, Stereo Mixer, Sum and Stereo.
•
Speaker Connection
If the Sound feature is enabled but there is no sound, verify the speakers are securely
connected to the client computer.
•
Skype VoIP (*)
If you attempt to use Skype VoIP while remotely connected to your host computer,
GoToMyPC may reconfigure the audio source which will disable the sound. To
reactivate the Sound feature, turn sound off and then on by clicking the Sound button
in the upper right corner of the Viewer window.
Poor Sound Quality
•
Windows Media Player
For optimal sound quality and to eliminate many sound problems, install the latest
Windows Media Player on both the host computer and client computer.
•
Wave Output (*)
If the sound quality is poor, it might be because the Wave output is set to 100% on
the host PC. Reduce the Wave output volume from the host PC Windows Volume
Control panel.
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Sound Cards
A sound card provides the audio component to your PC and is required on both the host and
the client computer in order to use the Sound feature. The host PC sound card needs to
have a loopback input device so that the computer can test what it is outputting. GoToMyPC
6.1 is compatible with a wide variety of sound card types but there are a few compatibility
issues:
•
•
•
•
A number of problems can be resolved by downloading and installing the latest driver
from the sound card manufacturer's website. See the instructions below to determine
the sound card in your computer.
There are known compatibility issues with older SigmaTel sound card drivers. Try
installing the latest sound card driver with loopback input support. (*)
On a few sound cards, GoToMyPC cannot capture sound if the host PC is muted or the
sound volume is very low. If you have Realtek HD 88x or Soundblaster Audigy SE,
uncheck Mute speakers on (your PC name) while in-session in the Sound Preferences
window. (*)
Sound is not supported on host PC sound cards that do not have loopback input,
which is typically an issue with USB sound cards. Installing the latest sound card
driver may resolve this issue. (*)
To determine the sound card installed on your PC
1.
2.
3.
4.
Click the Windows Start button and then select the Programs folder.
Select Accessories, System Tools and then System Information.
From the System Information window, click the + symbol next to the Components
folder.
Click Sound Device (or Multimedia and then Sound Device) and view the sound card
details on the right.
Note: In cases where a Windows -compatible sound card device was previously installed, the listed sound card
may not be the exact manufacturer and/or model installed in your computer.
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After I install GoToMyPC, the website still prompts me to install
GoToMyPC
When installing GoToMyPC, you may see the following screen prompting you to update or
remove your installation.
The following screen appears because the GoToMyPC software is installed on your computer
and may be associated with another GoToMyPC user's account. To associate GoToMyPC with
your current account, you must uninstall and reinstall the GoToMyPC software. Most often,
this problem occurs in a corporate environment.
To associate GoToMyPC with your user account
1.
2.
3.
4.
Go to the computer you would like to access remotely. Navigate to
https://www.gotomypc.com/uninstall.tmpl to run the GoToMyPC installer.
When prompted, select Remove and click Next. The GoToMyPC installer walks you
through the process of removing the previous installation of GoToMyPC from your
computer.
Once the previous installation has been removed, you can associate the GoToMyPC
software with your current account. You may now login to the GoToMyPC website and
install the software using your current account.
At the end of the setup process, GoToMyPC prompts authentication of your account if
the installation succeeds.
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GoToMyPC does not download or install on my Mac
If GoToMyPC does not download or install correctly on your Mac, perform the following
procedure to rectify that issue.
To install GoToMyPC on your Mac
1.
2.
3.
4.
5.
6.
7.
After you log in to your account and click Install GoToMyPC, the GoToMyPC software
should download and present you with an applet from GoToMyPC.
Click Allow or Trust if prompted.
If you do not receive this prompt, do not click the link to manually download the
GoToMyPC software. Although prompted to manually download the software, the Java
plugin in your browser may not have loaded, preventing the GoToMyPC software from
downloading and opening.
Click your browser's name in the top menu bar and click Quit.
Open your browser, log in to the GoToMyPC website and click Install GoToMyPC.
If the problem persists, use another browser, such as Safari or Google Chrome. While
Java may not load correctly in one browser, it may load in another.
If neither browser works, make sure you have Java functioning by following the
subsequent procedure.
To test the version of Java running on your Mac
1. Visit the Java website.
Note: If Java works correctly, you should see the graphic pictured below.
2. If Java does not work correctly, try the following
• Change the version of Java you use in the Java Preferences menu on your Mac.
• Attempt to download Java again.
• Reinstall Java on your Mac.
Contact Global Customer Support for additional assistance.
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Contact Customer Support
There are three types of GoToMyPC account. Please contact the support center best suited
to support your version.
•
•
•
GoToMyPC - Secure remote access for individual users
GoToMyPC Pro - Secure remote access for teams and small companies
GoToMyPC Corporate - Secure remote access for small and medium-sized businesses
GoToMyPC
•
•
•
•
•
If you are experiencing problems with GoToMyPC or have questions, please contact:
Global Customer Support: gotocustomercare@citrixonline.com
Billing questions: gotobilling@citrixonline.com
Feedback or comments: gotofeedback@citrixonline.com
To contact Global Customer Support by phone, please call:
Country
Toll-Free
Direct Dial
U.S. and Canada
888-259-3826
805-690-5750
United Kingdom
0800-051-8895
001-805-690-5750
Europe
00-800-5744-2340
001-805-690-5750
Australia
0011-800-5744-2340
00111-805-690-5750
Mexico
001-800-574-4234
001-805-690-5750
India
000-800-100-3093
001-805-690-5750
New Zealand
00-800-5144-2340
001-805-690-5750
*Toll-free service unavailable in some areas
GoToMyPC Pro
To contact Global Customer Support with any GoToMyPC Pro account or billing questions,
please contact:
•
•
Global Customer Support: gotopro@citrixonline.com
By phone, please call: 888-646-0020
GoToMyPC Corporate
If you are experiencing problems with GoToMyPC Corporate (you are a corporate customer
with a dedicated account manager) or have questions, please contact your IT administrator
or:
•
Global Customer Support: support@citrixonline.com
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