More than half my org's computers 'unavailable' as of 5:41 AM EST

I got a message this morning from a user whose machine showed as unavailable when she tried to log in. When I connected to the Gotomypc account for my org more than half of our computers were also unavailable, all of them as of 5:41 or 5:42 AM EST. Upon examination they have the Gotomypc service running, but stopping it and restarting it did not change their status. I had to uninstall Gotomypc from one of them and reinstall it entirely in order to get Gotomypc to work again.

Both the machines that are available and the machines that are not are running Gotomypc version 12.6.3626. One of the machines that shows up as available has 12.4.3551 still installed. However, one of the Unavailable machines is running version 12.6.3601. All of these machines are accessible via remote desktop within the organization and can be pinged. All other services are normal. It is only Gotomypc that does not connect.

It is worth noting that yesterday we had two user machines show up as Unavailable even though they were running the Gotomypc service, and restarting the service did not help then, either. We had to uninstall and reinstall them.

Is this due to last night's maintenance window or is there just something wrong with Gotomypc's most recent agent software? If this had happened during the work week it would present a MASSIVE problem, so we need to know exactly how far we can trust Gotomypc to actually keep working.

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TechieForYou

I am certain our accounting practice is having the exact same problem (I work for your customer Steven Chamoff of Steven Chamoff & Co Inc, ) - (edited for privacy GlennD)

There is a 22min login from "Ashburn", which is unfamiliar to me. This was sloppy work by GoTo that has caused me to waste much time and be unable to do what I need. I followed the instructions for things I can do myself to fix it, which didn't work. I got a phone support case # and called, but they had to call me back and never did.

Please fix the damage from this maintenance check ASAP. It's been 60hrs.

KateG

@J.1 thanks for the updates on the status here and sorry for the frustration. This appears to be a result of a maintenance check, once it was identify it was resolved.

J.1

In the remaining time it took to uninstall and reinstall Gotomypc on two of the affected computers, the remainder showed up as available.

J.1

I have been uninstalling and reinstalling the agent on several of our machines, but in the process it appears that a number of other machines have spontaneously become 'available' again without my access or intervention. This is appreciated but not helpful in terms of dealing with this issue overall.

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