GoTo gets stuck on loading page after login (Windows 10) and support pages always time-out. Help?

Hi everyone.

The Windows 10 pc GoTo account lags on the loading page and never logs in. Whereas, my Macbook Air works.

The Mac can't access the support pages (always times out) and when we use the contact us back form on the pc, there's no option for Indonesia in the phone field so we can't complete the form.

We use Chrome for calls. We're in Indonesia. What are we supposed to do?

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KateG

hi @CMGarmindo

Hi, thank you for the additional information. I’ve gone ahead and created a case for you, and someone from our team will be reaching out to you shortly to assist further. I understand how frustrating this situation has been, and I appreciate your patience as we work to get this resolved for you.

CMGarmindo

Hi Kate, thank you for replying.

I actually sent you a reply in here and I sent you a DM this morning. However, I've just come back in here to check if there's any updates and my reply and DM are not here.

The support service is simply not working. This is annoying. I'll send one more time in here and in DMs again but if it doesn't work again we'll just need to move on. We can't have this sort of disruption to our small business.

Yes, all computers are on the same network. We're a small office.
Yes, it's this is a company internet connection.
No IT team or techie people. I'm the one who looks after our service providers and I have -25 tech knowledge.

Yes, please do connect us to a real person who can help us non-techie people out - using as much laymen language as possible.

Sending DM again now. Thank you.

CMGarmindo

Hi Kate, thanks for replying.

Yes, we're in a small office and all on the same network.

Yes, it is a company internet connection.

No IT team. We're a small business with no IT skills or techie people at all. I'm the only person who looks after this stuff and I have no idea about techie stuff.

We've updated the pc. Have the GoTo app on the pc and tried the browser version.

All I know is; GoTo did work on the pc for one/two calls last year (we rarely used it on there mostly used on the MAC for me) and it just doesn't load anymore on the pc.

And the AI is useless as it just goes in circles when we ask for support since it links us back to the support pages we can't load.

The pc is now going to start using GoTo all the time as it's becoming a client-facing computer. So it's imperative that we fix the issues asap.

Yes. We'd like to speak to a human who can help us directly.

I'll send a DM now. Thank you.

CMGarmindo

Hi Kate, thanks for replying.

Yes, we're in a small office and all on the same network.

Yes, it is a company internet connection.

No IT team. We're a small business with no IT skills or techie people at all. I'm the only person who looks after this stuff and I have no idea about techie stuff.

We've updated the pc. Have the GoTo app on the pc and tried the browser version.

All I know is; GoTo did work on the pc for one/two calls last year (we rarely used it on there mostly used on the MAC for me) and it just doesn't load anymore on the pc.

And the AI is useless as it just goes in circles when we ask for support since it links us back to the support pages we can't load.

The pc is now going to start using GoTo all the time as it's becoming a client-facing computer. So it's imperative that we fix the issues asap.

Yes. We'd like to speak to a human who can help us directly.

I'll send a DM now. Thank you.

KateG

Hi @CMGarmindo

To better assist you, could you provide a few more details about the network setup? For example:

Are the PC and Mac connected to the same network?
Is this a company internet connection?
If so, do you have an IT team that can help check the configuration?

Additionally, if you would like to speak directly with support, I can create a case for you and have our support team call you. If you want to Message me your phone number, I'll create a case. To message me, click on my username - KateG and in the next window you will see an option to Message me on the top right.

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