Switching user when logging into network on Host PC

We have a couple of corporate users that have experienced this issue on multiple occasions: After connecting to the host PC through GoToMyPC, the user attempts to log into the network on the PC- they enter their network username and password and click log in. It looks like the PC is logging in but then they see Switching user and are brought back to the log in screen. Their are no logon restrictions for either of these users. Any help or ideas would be great. I have been unable to duplicate this issue myself.

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AshC

If the change was successful for you, then we can disable it for your entire account.

scharest

how can I get this done for other accounts? I am the admin for our Corporate account and it is our CEO that is primarily experiencing this issue.

AshC

Your change was only for your user account, Scharest.

scharest

Hi Ash, was this for my specific account or for our Corporate account? If it was just for me, is it possible to provide you with another account or two to try this?

AshC

Hi Doug,
If you're still experiencing the issue after confirming the Host has been restarted, we'll probably want to create a case for you here in Customer Care. If you can still log into that PC, feel free to give us a call so we can gather log files from the problem PC: http://support.citrixonline.com/en_US/gotomypc/phone

Doug Williams

@Ash, I'm still having the problem. Is there something else to try?

AshC

Hi Scharest,
Sorry for the difficulty.
We've disabled the Hourglass feature for your user account for additional testing. Let us know if this does not improve your situation.

scharest

Is there any way this would help with my situation? I had reinstalled GoToMyPC for the person that was experiencing the original issue I posted. It worked for awhile and now twice this week they have tried to use GoToMyPC and after they get to the Windows screen it just "hangs". After we reboot her computer it works for another day then repeats the cycle

AshC

Hi Doug,
I have updated a feature (HourGlass) from your account that may have been causing the failure there. Please let us know if this doesn't fix your problem.

Doug Williams

Did re-installing the host client resolve your issue? I experience this issue all the time when connecting to my home PC. If my wife's account is the one presented on connection and I switch to my account and enter my credentials I get the black Switching Users screen and then it just hangs there until the session is dropped.

scharest

thank you. At this time I have uninstalled and reinstalled the client on the host PC. we will see how this goes and look into this in the meantime.

Michael16

One more thing: if you have SAS appropriately configured and UAC is enabled, it's possible that the registry key value or values are missing that GoToMyPC needs and reads to work with those settings. I will provide the location of those keys, but first...

If you are not confident or comfortable with navigating the Windows registry, please do not proceed. Changing any registry settings on your computer may cause irreversible damage to the state of your operating system.

If you would like to check if you have these keys, the path is HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System . Within the System key should be two 32-bit DWORD values: EnableLUA (verifies that UAC is enabled) and SoftwareSASGeneration (denotes what your SAS policy is configured to).

If these keys do not exist, it's possible that enabling UAC or configuring your machine's local policy will automatically create these keys. If the keys still don't exist, please contact our 24/7 support team for further assistance.

Michael16

Hi there, I've seen this issue occur for a few different customers over the last year, and for myself as well

. Do you know if the affected users are able to send the Ctrl-Alt-Del function through GoToMyPC's viewer? Per this article, is UAC disabled on the host computer for these users, or is there a group policy in place that affects the behavior of software Secure Attention Sequence properties?

Is fast user switching enabled? There is a known issue with FUS and one of our new features that was implemented with version 9.0 of GoToMyPC. We can disable the feature on our end for individuals or the whole account without having to downgrade, but it might be best if you were to give our 24/7 support team a call to test this out first.

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