Host freezing after I disconnect.

I have used GoToMyPc for 3+ years to remotely access my office PC (windows xp). About 10 days ago I started having trouble. I would log in do what I needed to do and log out. I would then be unable to log back in. When I would get to my office, the computer was completely frozen and I would have to hold the power button to shut down. I tried uninstalling and re-installing software and same problems continue. Any suggestions?

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Scott Perrino

It seems to me that what ends up happening is the machine is set to Go back to the lock screen on disconnect and it doesn't seem to do that also with the mouse and keyboard locked as well that setting seems to stay in play. What It looks like on my end is that these 2 settings are getting stuck in some way when disconnecting and then you cant even remotely get into the machine or get into to it from GoToMyPC it then just shows it as a black screen. This seems to be an issue with the settings in GoToMyPC I could be wrong but every time this happens (on multiple machines at different times) we end having to hold down the power button and forcing a restart of the machine.

GlennD

Hi Scott, it really depends on what exactly is happening and what is meant by the term "crash". There are really a lot of possibilities. If the computers are running Windows 7 or 8, there is a Performance Monitor along with other tools that can give you some information about system and application issues that happen: http://www.7tutorials.com/basics-about-working-performance-monitor
If this is happening repeatedly on the same machines, the best option is to call our toll free 24/7 Support from the affected computer, and work with one of our agents who can investigate the issue and gather log files: http://support.citrixonline.com/en_US/gotomypc/contact

Scott Perrino

Is there anyway that something specific causes this crash? this has happened on two of our PC's in the company this has to be a common bug if multiple PC's are having it.

GlennD

Hi Michael,

It's difficult to tell what the cause is but it sounds like some process is hanging when you end the session. I would suggest calling our Support from your Host PC and letting them review the log files and Event Viewer for your PC.

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