Learn how to troubleshoot a blank screen during a support session.

Solution 1

While remote controlling a computer in the Classic app, select Tools > GoToMyPC Viewer toolbar. If all options in the drop-down menu are greyed out, then the session is not fully connecting. This can happen for a couple of reasons.

• Outdated Nvidia GeForce driver - If the host computer has a Nvidia GeForce graphics card, check the model, then visit the manufacturer's page to download and install the updated driver.
• Network-based security issues - Hardware firewalls and content filters may be blocking the GoToMyPC connection. If you know your network has a maximum transmission unit (MTU) threshold, please call our support team. Note that this is a very rare case.

Solution 2

1. While remote controlling a computer in the Classic app, select Tools > GoToMyPC Viewer toolbar. If all options in the drop-down menu are available and active, your local security is interfering the connection. The following applications is known to cause this type of interference. If you have any of these products, visit the software manufacturer's website for instructions on how to allowlist the GoToMyPC domain.
   • Kaspersky: Application Control
   • Trusteer Rapport
   • Webroot: Identity Shield
   • Zone Alarm: Extreme
   • Zone Alarm: Force Field

Solution 3

If you are connecting to a host computer that runs a macOS, you may need to grant some permissions and adjust a few settings to make GoToMyPC run smoothly. To learn more about what permissions and settings are needed to be granted, visit this article.

If you still experience issues, call us by selecting Contact Support.