Not Prompted to Add Computer Post Installation

Hey Guys -

We use GoToMyPC for work (we have a 100 PC license) and I recently started using it on my workstation which has a fairly new build of Windows 8.1 x64.

The Issue
My problem is that after installation of GoToMyPC, I am never prompted to add the computer. There is also no system tray icon - however - GoToMyPC processes are listed in the task manager.

When I start GoSetup.exe, installation starts and seems to complete without issue. I am then prompted to restart my computer which I do. Once I log back in, nothing else happens where as on other systems, I'm prompted to add the computer to my account. I do have full local admin rights.

What I've Tried to Resolve the Issue
- Re-downloaded setup EXE
- Tried installing via MSI
- Installed by running as admin
- Starting GoToMyPC EXEs manually - nothing happened
- Uninstalling all recently installed Windows updates & restarting
- Uninstalling GoToMyPC using Revo. This uninstalls the product using built-in installer, then scans and gives option to delete associated registry keys and files
- Signing into system as another user with local admin rights
- Uninstalling VMWare Workstation (thought since it adds virtual NICs, it may cause an issue)

I looked at the instalation log via %temp%\GoToMyPC_Installation.log and found errors yet Google results don't help that much. The only thing I saw was for a specific update - KB2918614 - which needed to be uninstalled. I did so, restarted, and still had issue after another re-install.

Here is a link to the installation log file via DropBox: https://www.dropbox.com/s/iso2ptrbiia...

I've also pasted the part of the log which has the errors below which are from the very end of the log. As you can see, the instaltion completes successfully, but there must be an issue with post-install commands:

MSI (c) (34:24) [09:17:44:949]: Note: 1: 2205 2: 3: Error
MSI (c) (34:24) [09:17:44:949]: Note: 1: 2228 2: 3: Error 4: SELECT 'Message' FROM 'Error' WHERE 'Error' = 1707
MSI (c) (34:24) [09:17:44:949]: Note: 1: 2205 2: 3: Error
MSI (c) (34:24) [09:17:44:949]: Note: 1: 2228 2: 3: Error 4: SELECT 'Message' FROM 'Error' WHERE 'Error' = 1709
MSI (c) (34:24) [09:17:44:950]: Product: GoToMyPC -- Installation completed successfully.
MSI (c) (34:24) [09:17:44:950]: Windows Installer installed the product. Product Name: GoToMyPC. Product Version: 8.2.1470. Product Language: 1033. Manufacturer: Citrix Online. Installation success or error status: 0.

Any ideas? Thanks!

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Comments

Ben Kellermann

Thanks for the reply -

Yes, I am. I thought that may be a possibility, but could have sworn I had installed it via RDP in the past. I'll try to find a a console and it it that way in a bit.

Thanks for the suggestion!

Kyle Halversen

Hi Ben,

By any chance are you attempting to install GoToMyPC on a computer that you are accessing via Remote Desktop Protocol/Terminal Services? The registration prompts to complete the setup process are handled by our g2tray process. You mentioned that you see some of the processes for GoToMyPC running, but that you couldn't see any of the prompts. Currently you can only see GoToMyPC's system tray icon and registration prompts when you are viewing the console session of your computer. The easiest way to do that is to be physically present at the computer you'd like to install GoToMyPC on.

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