GoToMyPC Install Help (Windows only)

This following are some common issues that you may encounter when trying to connect to GoToMyPC on a Windows computer. We’ve recommended a few easy steps that you can follow to resolve these issues.

Do you see an “InstallShield Engine could not be launched” error?

Are you prompted to install GoToMyPC twice?

Are you told to “Finish or Cancel Active Print Jobs” while installing GoToMyPC?

Can I set up GoToMyPC while using another remote service?

Do you see an “InstallShield Engine could not be launched” error?

If your Windows computer is protected with Avast security and you are experiencing trouble installing GoToMyPC, then your firewall may be preventing the installation of GoToMyPC.

We are currently aware of an issue with the GoToMyPC Installer (iKernel.exe) and Avast. Avast uses a feature called “Sandboxing” to restrict programs from accessing your computer’s system resources. This restriction may prevent GoToMyPC from being installed on your host computer. While it isn’t necessary to disable the “Sandbox” feature, you may still have to configure Avast to allow you to install GoToMyPC.

To set Avast’s Automatice Sandboxing feature to “Ask”

1. Double-click the Avast icon in your task bar.

2. In the left-navigation, select Additional Protection and then select Auto Sandbox.

3. Click Settings.

4. On the Auto Sandbox page, select Ask from the AutoSandbox mode drop-down menu and click OK.

5. Re-install GoToMyPC. When prompted in the Avast Security Recommendation window, select the option to Open normally and click OK.

Note: You may change your Sandbox security back to its original settings after installing GoToMyPC.

Are you prompted to install GoToMyPC twice?

When installing GoToMyPC, the following screen appears if GoToMyPC is already installed on your computer and may be associated with another GoToMyPC user’s account. To associate GoToMyPC with your current account, you must uninstall and reinstall the GoToMyPC software. Most often, this problem occurs in a corporate environment.

To associate GoToMyPC with your user account

1. While physically present at the computer you would like to access remotely, go to https://www.GoToMyPC.com/uninstall.tmpl and run the GoToMyPC Installer.

2. When prompted, select Remove and click Next. The GoToMyPC Installer walks you through the process of removing the previous installation of GoToMyPC from your computer.

3. Once the previous installation has been removed, log in at www.gotomypc.com and install the software using your current account.

4. If your network requests authentication at the end of the setup process, see Network Authentication for help.

Are you told to “Finish or Cancel Active Print Jobs” while installing GoToMyPC?

When the GoToMyPC software installs, it also installs files for remote printing. Incomplete or paused print jobs may interfere with remote printing installation and result in an error message. You may either check to see if there are any pending print jobs, or skip this step and remove your print jobs to complete the GoToMyPC installation.

To check for active print jobs

1. Click Start.

2. Click Control Panel and then Printers. Based on your Windows operating system, choose one of the following:

• In Windows XP, click Printers and Faxes.
• In Windows Vista, click Printers.
• In Windows 7, click Devices and Printers.

3. You will see a list of all the printers installed on your computer. To locate the printer(s) with active print jobs, hover your mouse over each printer. Printers with no documents or print jobs will display the following status message – Status: 0 document(s) in queue.

For printers who have document(s) in the queue, you will need to cancel the active print jobs by right clicking on the printer and select Cancel All Documents. Then hover your mouse over the printer to confirm that there are no more document(s) in the queue, and close the Printers window.

4. Go back to the Installer window and click Next. The installer may take few moments to advance to the next step.

To continue with the installation without canceling active print jobs first

Note: This may delete unfinished print jobs from your computer.

1. When asked to finish or cancel active print jobs, press the ESC key on your Keyboard.

2. Click No when asked if you want to quit the setup.

3. Click Next. You can now complete the GoToMyPC installation.

Can I set up GoToMyPC while using another remote service?

When you connect to the host computer using GoToMyPC, you are accessing your computer as if you were sitting in front of it. However, when you connect to a computer using Remote Desktop Protocol (RDP), you are starting a different kind of a remote session with that computer. This RDP session is called a terminal services session. The terminal session does not access the same desktop that you would see if you were physically sitting in front of the computer.

That being said, GoToMyPC is not designed to install in a Remote Desktop session. If you attempt to install GoToMyPC in a Remote Desktop session, the GoToMyPC host software will be installed, but none of the prompts necessary to complete the installation will be visible. To complete the installation, you MUST have someone physically present at the host computer to complete the prompts necessary to finish the installation process.

| Views: 9561 | Last Updated: Mon, Apr 01 2013 2:40 PM

Is this article helpful?