FAQs

Get answers to frequently asked questions about GoToMyPC.

Product Comparison & Signup
Q:
What is GoToMyPC

GoToMyPC is a web-based screen-sharing product that allows you to access your computer from any other Internet-connected computer in the world. With GoToMyPC, you have the flexibility to work where, when and how you want. Use your computer’s programs and applications, read and send email, edit files and access network resources as if you were sitting in front of it.

Q:
What’s the difference between GoToMyPC, GoToMyPC Pro and GoToMyPC Corporate?

GoToMyPC is designed for individual users, while GoToMyPC Pro and GoToMyPC Corporate allow the central administration of multiple users.

  • GoToMyPC is for one user with 1-20 computers to access. GoToMyPC gives you the flexibility to work where, when and how you want. Try it free for 30 days or buy it now.
  • GoToMyPC Pro is for one administrator and 2-50 users. GoToMyPC Pro extends the workplace to any web-enabled computer so that your employees can be productive from home, on the road, at a client’s office or wherever they happen to be. Try it free for 30 days or buy it now.
  • GoToMyPC Corporate is for 10-1,000+ users. GoToMyPC Corporate allows companies of any size to roll out and manage a corporate teleworking plan in minutes. It is a highly secure and cost-effective way for employees to access their computers and corporate resources remotely. For a demonstration or pricing, email GoToSales@citrixonline.com or call 1 888 646 0016.

Check out the Compare Plans page to learn more about the differences between GoToMyPC, GoToMyPC Pro and GoToMyPC Corporate.

Q:
How is GoToMyPC different from other products?

Winner of many industry awards and backed by Citrix, GoToMyPC holds many advantages over competing products.

  • Easy to use: Simple and intuitive design makes connecting to your computer a snap. Just log in, click Connect and use your computer like you were there.
  • Flexibility: Work where, when and how you want. Anywhere you can use a computer with an Internet connection, you can use GoToMyPC to connect to your computer.
  • Security: You private data is safe from hackers – even when connecting from a public computer. True end-to-end encryption, dual passwords and optional One-Time Passwords headline a long list of security features built to protect your privacy.
  • Performance: Fast connections to your computer, great in-session speed and excellent screen visibility make working remotely as effective as being in front of your computer. Our Direct Connections feature further improves in-session performance by creating a direct connection between host and client computers.
  • Reliability: Backed by Citrix Systems, our company has multiple data centers across the globe and successfully hosts more than 4.5 billion minutes of port connectivity annually – meaning GoToMyPC is ready whenever you are, wherever you are.
  • 24/7 Global Customer Support: Our U.S.-based Global Customer Support team is available to help you around the clock, and we never charge for support.
Q:
How do I purchase an account to be used by multiple people in my organization?

Organizations needing GoToMyPC for multiple people should consider GoToMyPC Pro or GoToMyPC Corporate.

  • GoToMyPC Pro is for one administrator and 2-50 users. GoToMyPC Pro extends the workplace to any web-enabled computer so that your employees can be productive from home, on the road, at a client’s office or wherever they happen to be. Try it free for 30 days or buy it now.
  • GoToMyPC Corporate is for 10-1,000+ users. GoToMyPC Corporate allows companies of any size to roll out and manage a corporate teleworking plan in minutes. It is a highly secure and cost-effective way for employees to access their computers and corporate resources remotely. For a demonstration or pricing, contact sales or call 1 888 646 0016.

To learn more about the differences between GoToMyPC, GoToMyPC Pro and GoToMyPC Corporate, go to the Compare Plans page.

Q:
I need remote access for myself. How do I purchase GoToMyPC?

You can buy or sign up for a free trial of GoToMyPC online by clicking one of the following links: Try it free for 30 days or buy it now.

Q:
Can I try GoToMyPC before buying?

Anyone who has not previously subscribed or tried GoToMyPC is welcome to try it free for 30 days. Just click the appropriate link below to get started.

Try GoToMyPC free for 30 days.

Try GoToMyPC Pro free for 30 days.

For a demonstration of GoToMyPC Corporate, contact sales or call 1 888 646 0016.

Q:
What does my subscription include?

When you purchase a monthly or annual GoToMyPC plan, you get:

  • Unlimited remote access to your account computers 
  • 24-hour-a-day, 7-day-a-week support from our U.S.-based Global Customer Support department
  • Free upgrades
  • GoToMyPC News filled with helpful tips, descriptions of new features, flexible work trends and special offers
  • A discount when you purchase an annual plan
Q:
How do I get permission to use GoToMyPC at work?

You may need permission to use GoToMyPC from both your manager and IT department. For your manager, send a link to our Benefits page so they can see the productivity benefits of working remotely. For your IT department, send your request using this email template, which explains how GoToMyPC is secure and reliable and requires no extra IT support.

Q:
Can I use GoToMyPC for technical support?

You can use GoToMyPC for the remote administration and support of computers simply by installing it on those computers and leaving them on and connected to the Internet. If your customers use GoToMyPC, you can support them via the Guest Invite feature, which enables them to invite you to view and control their computers. If you provide extensive technical support, you should consider GoToAssist Remote Support, which allows you to remotely view and control anyone’s computer via the web. Visit www.gotoassist.com for more information.

System Requirements
Q:
What are the system requirements for running GoToMyPC?

To access your computer from any other Internet-connected computer, the following is required:

Host Computer (the one you will access remotely):

PC

  • Internet Explorer® 6.0 or newer, Firefox® 2.0 or newer (JavaScript™ and Java™ enabled)
  • Windows® 2000, XP, 2003 Server, Vista or Windows® 7
  • Cable modem, DSL, or better Internet connection
  • Minimum of Pentium® class 1GHz CPU with 512 MB of RAM (recommended) (2 GB of RAM for Windows® Vista)

Mac

  • Safari 3.0 or newer, Firefox 2.0 or newer (JavaScript and Java enabled)
  • Mac OS X 10.5 or newer – Leopard, Snow Leopard, Lion and Mountain Lion
  • Intel processor (512 MB of RAM or better recommended)
  • Cable modem, DSL, or better Internet connection

Client Computer (the one you use when away from your computer):

Viewer for Windows

  • Microsoft Windows 95 or newer
  • Recommended: Windows 2000, XP, Vista or Windows 7
  • Internet Explorer 5.0 or newer; Firefox 1.0 or newer
  • Recommended: The connection process is easier if Java is installed and the web browser supports Java

Viewer for Mac

  • Mac OS X 10.6 or newer, Firefox 1.0 or newer and Microsoft Runtime for Java (MRJ) 2.2.5 or newer
  • Recommended: Mac OS X with Safari 1.0 or newer or Firefox 1.0 or newer; Java

GoToMyPC App for iPad and iPhone

  • Mac iOS 4.2 or newer
  • Download the free app from the App Store

GoToMyPC App for Android

  • Android 2.3.3 (Gingerbread) or higher
  • Device with a 1Ghz or higher processor (recommended)
  • Download the free app on Google Play

Universal Viewer (used with Java-supported, non-Windows operating systems and Windows computers that do not accept downloadable files)

  • Java and a web browser that supports Java
  • Recommended: The Sun Java 1.4 Standard Edition Java Virtual Machine (JVM)
  • Microsoft Windows with Internet Explorer 5.0 or newer, Firefox 1.0 or newer or Netscape 7.0 or newer; Microsoft Java or Sun Java
  • Note: Other browsers that support Java and have a full Java 2 Standard Edition JVM may work but have not been tested
  • Note: The Microsoft JVM is no longer available; however, if it is already installed, the latest security updates are available from Windows Update
  • Recommended: Broadband Internet connection (cable, ISDN, DSL or better)

Universal Viewer for Linux and Solaris™

  • Firefox 2.0 or newer or Netscape 7.0 or newer and Sun Java

Note: BlackBerry® mobile devices are not supported at this time.

Q:
What’s the difference between a host and client computer?

Your host is the Mac or PC that you’re connecting to remotely. It’s called the host because it’s the computer that’s hosting the actual GoToMyPC program. The client computer is the computer you’re sitting in front of that accesses your desktop. It’s called the client because it runs a GoToMyPC web client rather than the program installed on your host computer.

Q:
Can I use GoToMyPC with a Mac?

Yes, you can use GoToMyPC to access your Mac from a PC, your PC from a Mac or your Mac from a Mac. When connecting to a Mac, GoToMyPC will automatically launch a Viewer optimized for Mac.

Q:
How will GoToMyPC affect my Internet bandwidth?

GoToMyPC only uses a small fraction of your bandwidth, so it should not slow you down. For best performance, we recommend using a cable modem, DSL, or better Internet connection.

Q:
Does GoToMyPC support dynamic IP addressing?

Yes, GoToMyPC works with computers that have dynamically assigned IP addresses.

Q:
How does GoToMyPC work with firewalls?

GoToMyPC is firewall friendly with little-to-no configuration required. With GoToMyPC, the host computer’s initial communications are through an outgoing TCP connection that is brokered by a Citrix Online server. Most firewalls allow this without any special configuration, as outgoing connections pose little security risk. In some cases, our Direct Connections feature may be blocked because it establishes an incoming connection, but the session will simply continue using the initial connection through the communication server.

In the event that a firewall does initially prevent a connection, you can take a couple of easy steps to enable GoToMyPC with firewalls. The steps you need to take will depend on whether the firewall is installed on the host or client computer.

Q:
How scalable is GoToMyPC?

GoToMyPC is perfect for individual use, small companies or large, enterprise deployment. Whether buying remote access for 1 or 1,000-plus users, GoToMyPC is fully deployable and scalable in a broad range of network environments.

Getting Started: Accessing Your Mac or PC
Q:
What can I do with GoToMyPC?

With GoToMyPC you can connect to and use your computer from any other computer with an Internet connection. You can use your computer’s programs and applications, read and send email, edit files and access network resources the same as if you were at your desk. You have full and complete access to everything on your computer, and there is no compromise on speed or functionality for web or non-web applications.

And that’s not all – GoToMyPC has an abundance of features to enhance your remote work experience. For example, File Transfer makes it easy to transfer files between the computer you’re using and the computer you’re accessing. Remote Printing gives you the option to print documents on a local printer or a printer connected to the computer you are accessing.

Q:
How do I start using GoToMyPC?

To use GoToMyPC, first you must register for a free trial or purchase a plan.

After you set up your account, download and install GoToMyPC on the computer you want to remotely access. (Note: You cannot download GoToMyPC remotely. You must be present at the computer you wish to access during installation.) The initial download and installation takes about 2 minutes.

Once GoToMyPC is installed, leave your computer on and connected to the Internet. From any other computer with Internet access – whether in the next room or another country – go to www.gotomypc.com and log in with your username and password. Click the Connect button next to the computer you wish to access and enter your access code. Just like that, you have access to all of your computer’s resources.

Q:
Can I use GoToMyPC to access a Mac from a PC? Or a PC from a Mac?

Yes, you can use GoToMyPC to access your Mac from a PC, your PC from a Mac, your Mac from a Mac or your PC from a PC. When connecting to your computer, GoToMyPC will automatically launch the Viewer optimized for the type of computer you are accessing.

Q:
How can I make GoToMyPC even faster?

The most important factor in the speed of GoToMyPC is the speed of your Internet connection. However, there are tweaks and adjustments you can make to optimize GoToMyPC performance.

  • Fine-tune your GoToMyPC performance. Right-click the icon and select Preferences or click View and select Preferences in the GoToMyPC Viewer window. In the Performance tab, choose 256 Colors under Color Quality and move the Performance marker all the way to Better Speed.
  • Close any programs that you’re not using, especially instant-messaging programs, streaming content or anything else that bogs down your bandwidth and system resources. If you’ve had several programs open, it might be best to reboot your host computer and give the system resources a fresh start.
  • Turn off the Sound function in GoToMyPC. Simply left-click the speaker icon in the top right of the Viewer window and select Sound Off.
  • If you often connect to your computer from another private Mac or PC, then you can skip the usual browser/password login page and start your initial connection faster with Desktop Shortcut. Desktop Shortcut adds a shortcut icon to your Mac or PC that sends you straight to the Enter Access Code window.
  • Allow the use of Direct Connections for better in-session performance. Right-click the icon and select Preferences or click View and select Preferences in the GoToMyPC Viewer window. In the Connections tab, select “Allowed between Any Two Computers” or “Only Allowed within Your Network.”
  • Watch a short demo about Desktop Shortcuts.
  • Learn more about installing Desktop Shortcuts.
Q:
What if I forget my password?

If you forget the log-in password you created but still have access to the email account associated with your GoToMyPC account, click Forgot your password? below the Log In button. You will receive an email with instructions to change your password.

Remember, your log-in password is the password you use to log in to your GoToMyPC account. Each computer on your account also has a unique access code that you must enter in order to connect. Read more about how to reset your access code below.

Q:
What if I forget my access code?

If you forget your access code, which is the password you create for a specific computer, you must be physically at the computer you want to access in order to change it. Right-click on the icon in the system tray, select Preferences and then select Authentication. Click the Change Access Code button and follow the prompts. On a Mac, click on the icon on the menu bar (at the top of your screen), follow the prompts and press OK.

This is the only way to reset your access code. GoToMyPC Global Customer Support cannot reset your access code for you because the code only resides on your computer – this ensures the privacy and safety of your account.

Since you must be physically present at your computer to reset the access code, please be sure you have your access code memorized before leaving on a business trip or vacation.

Q:
What’s the difference between my account password and my access code?

Your account password enables you to log in to your GoToMyPC account. This would be useful for changing settings or other account management activities.

Your access code is the password that lets you access your computer remotely. After you log in to your account with your password, you select the computer you want to access and enter the access code to enable that connection.

Your account password and access codes are kept separate for security reasons – if someone found your account password, they would still be unable to access your desktop remotely without your access code.

GoToMyPC for Mac
Q:
How is GoToMyPC for Mac different from GoToMyPC?

Previously, GoToMyPC only supported remote access to a computer running a Windows operating system. GoToMyPC now provides the ability to remotely access a computer running a Mac operating system (Mac OS 10.5 and higher) or a PC (Windows 2000 and above, Windows XP or higher recommended).

Some GoToMyPC features are still in development for Mac and not available.

Q:
What can I do with GoToMyPC for Mac?

GoToMyPC for Mac gives you remote access to both Macs and PCs from any computer with Internet access. View and control your Mac or PC as if you were sitting in front of it – from anywhere in the world. You can access all your computer programs, email, files and network resources.

Q:
Can I use GoToMyPC to access a Mac from a PC? Or a PC from a Mac?

Yes, you can use GoToMyPC to access your Mac from a PC, your PC from a Mac, your Mac from a Mac or your PC from a PC. When connecting to your computer, GoToMyPC will automatically launch the Viewer optimized for the type of computer you are accessing.

Q:
Why are you calling it GoToMyPC?

GoToMyPC has been a trusted brand for your remote access needs for years. We are proud to include Apple® products in our family and consider “PC” to be more about the “personal computer” than a specific operating system.

We also didn’t want to restrict access to Macs only. With GoToMyPC you can access your Mac from a PC. Or your PC from a Mac. Or your Mac from another Mac. Or your PC from another PC. Whatever platform you’re using, GoToMyPC will work for you.

Q:
How do I start using GoToMyPC for Mac?

After you register for GoToMyPC, download and install GoToMyPC on the host Mac or PC you want to remotely access. (Note: You cannot download GoToMyPC remotely. You must be present at the computer you wish to access during installation.) The initial download and installation takes about 2 minutes.

Once GoToMyPC is installed, leave your computer on and connected to the Internet. From any other computer with Internet access – whether in the next room or another country – go to www.gotomypc.com and log in with your username and password. Click the Connect button next to the computer you wish to access and enter your access code. Just like that, you have access to all of your computer’s resources.

Mobile Access
Q:
Can I connect to my computer from my iPad or iPhone?

Yes, with GoToMyPC for iPad and iPhone you can connect to your Mac or PC using your iPad or iPhone. Download the free app from the App Store.

Note: To use this free application, you must have a current GoToMyPC subscription. If you’re not a subscriber, try it free for 30 days at www.gotomypc.com.

Q:
Can I connect to my computer from my Android device?

Yes, with GoToMyPC for Android you can connect to your Mac or PC using your Android phone or tablet, OS 2.3.3 (Gingerbread) or higher. If you don’t see the app on Google Play, you may not be running Android 2.3.3 or higher, the minimum system requirement needed to install the app.

Note: To use this free application, you must have a current GoToMyPC subscription. If you’re not a subscriber, try it free for 30 days at www.gotomypc.com.

Q:
Can I connect to my computer from my Kindle Fire?

Yes, with the GoToMyPC app for Android you can connect to your Mac or PC using your Kindle Fire tablet, provided it is equipped with Android OS 2.3.3 (Gingerbread) or higher. The app is available for download on the Amazon Appstore.

Note: To use this free application, you must have a current GoToMyPC subscription. If you’re not a subscriber, try it free for 30 days at www.gotomypc.com.

Q:
How do I download and install GoToMyPC mobile apps?

On your iPad or iPhone:

The GoToMyPC remote desktop application for iPad and iPhone is available on the App Store. From your iPad or iPhone, open the App Store and select GoToMyPC. Tap the FREE button, then tap it again after it changes to INSTALL. The app will install automatically, and a MyPC icon will be added to your iPad or iPhone.

On your Android phone or tablet:

The GoToMyPC app for Android is available free of charge on Google Play. From your Android device, Sign In using your Google username linked to your device. Search for “GoToMyPC”, select the GoToMyPC app and click Install. On the Checkout dialog box, select your device from the “Send To” drop-down menu and click Install. The GoToMyPC app will now be installed in the Apps folder of your Android device.

Note: If you don’t see an Install button, you may not be running Android 2.3.3 or higher – the minimum system requirement needed to install the GoToMyPC app.

Q:
What are the mobile device system requirements for using GoToMyPC apps?

Your iPad or iPhone must be equipped with iOS 4.2 or above.

Your Android phone or tablet must be equipped with OS 2.3.3 (Gingerbread) or above.

Q:
Which version of GoToMyPC do I need on my computer in order to access it from my iPad, iPhone or Android device?

Your host Mac or PC must be equipped with GoToMyPC Version 7, build 533 or above.

To check what version of GoToMyPC is on your computer:

On a Mac: Click the icon in the menu bar, then click About…

On a PC: Right-click the icon in the system tray, then click About…

If you’re using an old version of GoToMyPC, go back to the icon and select Check for Upgrades…

If there is not a icon on your desktop, then GoToMyPC may not be installed on your computer. To install, log in to www.gotomypc.com. If your computer is not listed on the My Computers page, click the Install GoToMyPC button (or Add Computer button if you already have GoToMyPC installed on other computers). If it is listed but labeled as “Offline,” then click the link to re-install the software.

Q:
How do I connect to my computer from my iPad, iPhone or Android device?
  1. If you haven’t already, sign up for GoToMyPC at www.gotomypc.com and install it on the Mac or PC you want to access.
  2. Be sure your host computer (the computer you want to access) is turned on and connected to the Internet.
  3. Tap the GoToMyPC icon on your device and log in.
  4. Tap the Connect button next to the computer you wish to access.
  5. Enter your access code and tap OK. Your host computer’s desktop will now appear on your mobile device’s screen.
Q:
Can I control my computer using standard touchscreen gestures?

Yes – you will be able to use standard gestures (such as swiping, pinching and turning your device to view in standard or landscape view) as well as a host of gestures we built to make GoToMyPC easy to use on a mobile device. To review these controls, connect to your host Mac or PC, tap the arrow at the top of the Viewer window, then tap Help.

Q:
Can I use GoToMyPC mobile apps to type on the computer I’m accessing?

Of course – just do a three-finger tap to bring up the keyboard right away.

We’ve even developed two modes for typing, so you can work the way that suits you best.

Character mode, identified by the a button at the top-left of the keyboard, sends one character at a time to your host computer.

Preview Text mode, identified by the abc button at the top-left of the keyboard, allows you to type in an unlimited block of text before sending to the host. This allows for faster typing and automatic spellchecking.

Q:
Can I use keyboard shortcuts and special keys from the GoToMyPC mobile apps?

Yes, the GoToMyPC application includes Alt, Ctrl, Tab and F1-F12, among others. Using these keys, you can use shortcuts like Ctrl + C to Copy, and you can send Ctrl-Alt-Del by tapping those keys on the mobile keyboard toolbar one after the other (not simultaneously).

Q:
Can I use GoToMyPC mobile apps on a 3G or 4G network?

Yes, GoToMyPC mobile apps work on 3G, 4G and Wi-Fi networks and automatically switch to a better network without disconnecting the session. The apps are also optimized to handle intermittent network connectivity so your session is not interrupted if you’re on a spotty 3G network.

Q:
Can I manage my GoToMyPC account on my mobile device?

Yes. Just log in to www.gotomypc.com via the device’s web browser rather than the app itself to access your account information. If you’re on a phone, click the option to access the full website.

Q:
Can GoToMyPC Pro and Corporate customers also use the mobile apps?

Yes. Anyone with a GoToMyPC user account (Personal, Pro or Corporate) and an Android or iOS mobile device can download and use the GoToMyPC apps.

Q:
If I am the manager of our Pro or Corporate account, can I log in using my manager credentials?

No, only user accounts are supported on GoToMyPC apps. However, managers can log in to www.gotomypc.com through their device’s browser to manage the account.

Q:
What security features are available when using GoToMyPC on a mobile device?

GoToMyPC features the same security features whether accessing your computer from an iPad, an iPhone, an Android device or a computer.

All data, including screen images, and keyboard and mouse input, is fully encrypted from end to end using 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system.

GoToMyPC uses a number of conventions to protect access to your computers.

  • Multiple, Nested Passwords: To access a computer running GoToMyPC, you must have the email address associated with your account and 2 passwords that you create. You first log in to GoToMyPC using your email address and personal password. Then, when you select the computer you want to access, you must enter a second password, the computer’s unique access code, to complete the connection. An access code is required for all connections. To provide machine-level security, the computer’s unique access code resides on the computer and is never transmitted or stored on Citrix Online servers.
  • Strong Password Requirements: GoToMyPC requires that passwords be at least 8 characters long and contain both letters and numbers. These strict requirements protect you from using easily compromised or common passwords.
  • Limited Number of Log-In Attempts: To protect against hacker attacks, GoToMyPC limits the number of times you can attempt to log in.
  • End-to-End Authentication: Authentication occurs with a challenge/response mechanism using a secure MD5 methodology.
  • Blank Host Computer Screen: Depending on your host computer configuration, you may be able to blank the screen of your host computer while you are remotely connected. (PC hosts only)
  • Lock Keyboard and Mouse: You can lock your host computer’s mouse and keyboard while connected in a GoToMyPC session. (PC hosts only)
  • One-Time Passwords: You can generate a list of One-Time Passwords to further protect your host computer. Each password allows you to access your computer just once.
  • RADIUS SecurID: GoToMyPC Corporate administrators have to the option to use RADIUS SecurID as a third-party provider of two-factor authentication. RSA SecurID is based on something you know (a password or PIN) and something you have (an authenticator). As the GoToMyPC Corporate administrator, you set the authentication policy to require RADIUS in the authentication settings section of the Administration Center. For more information, check out www.rsa.com or ask your account rep. RADIUS SecurID is not available with GoToMyPC Pro.
GoToMyPC Features
Q:
How does Remote Printing work?

PC users can use Remote Printing to print files using the printer connected to local computer. There are two ways to use Remote Printing:

  • GoToMyPC Printer: Simply select the GoToMyPC Printer option from the Print window and print as you normally would. Without doing anything else your file will print to your local computer’s default printer.
  • Manually enable a local printer: Printing with the GoToMyPC Printer is recommended for most jobs, but, if the local computer is networked with several printers, you may want to manually enable a specific printer. This process requires that you first set up your local printer on the remote computer while in a remote session.

Learn more about Remote Printing on our Global Customer Support site.

Note: Both Mac and PC users can use the printer connected to the remote computer. Inside the GoToMyPC Viewer window, go through the print commands as you would if you were physically at your remote computer. Select the printer connected to your remote computer. Your printed files will be waiting when you return to that location.

Q:
How do I print to a remote printer?

Both Mac and PC users can use the printer connected to the remote computer. Inside the GoToMyPC Viewer window, go through the print commands as you would if you were physically at your remote computer. When you have the option to choose your printer, select the printer connected to your remote computer. Your printed files will be waiting when you return to that location.

Q:
How does File Transfer work?

PC users can transfer files or synchronize folders between computers using the File Transfer feature.

To transfer files between computers:

  • Simply drag files or folders from the Viewer window and drag on to the local computer – or vice versa.
  • Alternatively, from the Viewer menu bar, choose Tools, then Transfer or Sync Files. The File Transfer and Sync window will open, displaying files and folders from both the local and remote PCs.
  • For the destination computer, browse to and open the folder to store the transferred files.
  • For the source computer, browse to and select the file or folder you wish to transfer and either click the Transfer button or drag-and-drop the desired files to the destination computer.

To synchronize folders:

  • From the Viewer menu bar, choose Tools, then Transfer or Sync Files. The File Transfer and Sync window will open, displaying files and folders from both the local and remote PCs.
  • Open the folders you want to sync on both the local and remote PCs.
  • Click the Sync Views button from the File Transfer and Sync window.
  • From the Sync Confirmation window, indicate how you prefer GoToMyPC to handle different files with the same name. (Copy the newer file, copy the older file or skip the file.)
  • Click Continue to begin synchronization.
Q:
How does Sound work?

PC users have the option to hear alerts, music and other sounds from their remote computer while in session. Volume and muting can be controlled by the Sound button and volume meter in the upper-right corner of the Viewer window.

To change Sound preferences, click File in the Viewer window, then select Preferences. Click the Sound tab.

Q:
How does Guest Invite work?

PC users can use the Guest Invite feature to temporarily share their computer desktop with a person on any other PC in the world.

Invite a guest to your PC:

  • Right-click the  system tray icon and select Invite Guest to PC.
  • Type in the email address of the guest you want to invite. Or you can select an email from a list of recently invited guests by clicking the drop-down menu.
  • Add to or customize the message that will be sent to your guest (optional).
  • From the drop-down menu, select the time when the invitation will expire.
  • Click Send.
  • Enter the email address and password you use to log in to GoToMyPC and click OK.

Connect to an invited guest:

  • When a guest accepts your invitation, the Guest Arrived window appears on your screen.
  • Select the corresponding check box to give your guest view-only access or full remote-control access to your computer.
  • Click OK.
    Learn more about Guest Invite (including changing guest privileges, chat and using drawing tools) on our Global Customer Support site.
Q:
How do I change the size of the Viewer window?

You can change the size of the Viewer window at any time by clicking and dragging the bottom-right corner of the window. Or, to have the Viewer take up the full screen, click View from the top of the Viewer window and select Full Screen.

You also have the option to view the host screen in actual size or scale it to fit inside the Viewer window.

On a PC:

  • Click the View option at the top of the Viewer window and select one of the following.
  • Actual Size: Displays the actual image of the host desktop within the Viewer and may require you to scroll.
  • Scale to Fit: Displays the image of the remote desktop scaled to fit the whole desktop image within the Viewer.
  • Zoom To: Allows you to zoom the image to a setting you choose. You can choose from several pre-set options or choose a custom option. This selection may require you to scroll.

On a Mac:

  • If you are viewing your remote computer from a Mac, then you can also manage the size and screen mode directly from the slider bar at the bottom right of the Viewer window. To view the host desktop in Full Screen mode, simply click the button to the left of the slider bar.
Q:
Can I use GoToMyPC with multiple monitors?

Yes. You can choose which monitor (or all) to access while in session.

Q:
Can I use GoToMyPC with mobile devices?

Yes – with GoToMyPC mobile apps you can connect to your Mac or PC using your iPad, iPhone or Android device. Download the free app from the App Store. Or, download the free app on Google Play.

Note: To use the free mobile applications, you must have a current GoToMyPC subscription. If you’re not a subscriber, try it free for 30 days at www.gotomypc.com.

System Requirements:

  • Your iPad or iPhone must be equipped with iOS 4.2 or above.
  • Your Android tablet or phone must be equipped with Android 2.3.3 or higher.
  • Your host Mac or PC must be equipped with GoToMyPC version 7, build 533 or above.
Security
Q:
Is GoToMyPC secure?

Yes, your GoToMyPC remote access sessions are completely private and secure. All data, including screen images, file transfers, keyboard and mouse input and chat text, is fully encrypted from end to end using 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system. Read our Security White Paper on our Security & Reliability page for more.

GoToMyPC uses a number of conventions to protect access to your computers.

  • Multiple, Nested Passwords: To access a computer running GoToMyPC, you must have the email address associated with your account and 2 passwords that you create. You first log in to the secure website using your email address and personal password. Then, when you select the computer you want to access, you must enter a second password, the computer’s unique access code, to complete the connection. An access code is required for all connections. To provide machine-level security, the computer’s unique access code resides on the computer and is never transmitted or stored on Citrix Online servers.
  • Strong Password Requirements: GoToMyPC requires that passwords be at least 8 characters long and contain both letters and numbers. These strict requirements protect you from using easily compromised or common passwords.
  • Limited Number of Log-In Attempts: To protect against hacker attacks, GoToMyPC limits the number of times you can attempt to log in.
    End-to-End Authentication: Authentication occurs with a challenge/response mechanism using a secure MD5 methodology.
  • Blank Host Computer Screen: Depending on your host computer configuration, you may be able to blank the screen of your host computer while you are remotely connected.
  • Lock Keyboard and Mouse: You can lock your host computer’s mouse and keyboard while connected in a GoToMyPC session.
  • One-Time Passwords: You can generate a list of One-Time Passwords to further protect your host computer. Each password allows you to access your computer just once.
Q:
Is GoToMyPC reliable?

GoToMyPC is highly reliable. Redundant switches and routers, clustered servers and backup systems ensure reliability and scalability, while web-balancing switches monitor the network flow and transparently distribute server requests among all the servers. In other words, GoToMyPC is up and running when you are.

Q:
Can my IT manager block GoToMyPC access to company computers?

Because GoToMyPC is a highly secure encrypted service, it provides no security risk to your company. And, because it enhances employee productivity by enabling employees to work from home and remote locations, most companies find great benefits in allowing their employees to use GoToMyPC.

However, should an IT manager believe it necessary to block the GoToMyPC service for some employees, you can prevent unauthorized GoToMyPC use in your company through the GoToMyPC Authorization Management Service. If you are not currently a GoToMyPC Corporate customer, you can enroll in this free service by contacting GoToSales@citrixonline.com. If you are already a GoToMyPC Corporate customer, contact your GoToMyPC account manager to find out how this free service gives you more control over GoToMyPC access in your company.

If you do not wish to enroll in the Authorization Management Service, you can prevent your company computers from being accessed via GoToMyPC by using your firewall to block access to the host poll.gotomypc.com. We do not recommend this method, however, as it prevents all GoToMyPC usage, including your authorized GoToMyPC users.

Q:
How do you safeguard my personal information?

Citrix Online will never disclose any of your personal information to third parties, and your personal data and activity while using GoToMyPC is fully encrypted during all transmissions. Citrix Online does not have access to this data or to the access code used to generate the unique encryption keys. Therefore, all data transmitted is completely private. Even if an unauthorized party were to gain access to Citrix Online servers, the data for individual connections could not be accessed or compromised.

Q:
Do I need to set my browser to accept cookies in order to use your website?

You can browse our website without having cookies enabled. However, if you want to sign up to try or buy one of our products online, or if you need to log in to an existing account, you will need to adjust your browser’s privacy settings to accept cookies and enable JavaScript. We primarily use cookies to provide you with secure access to your account.

Q:
How do you protect against unauthorized access?

GoToMyPC uses several methods to help you prevent unauthorized access to your computer. Although GoToMyPC has built-in protection features, by far the best protection is simply not to give out or compromise your user name, password or computer access code. Other protective measures include:

  • Inactivity Access Code Prompt: If you are logged in but the service does not detect any activity on your computer for an extended period of time, you will be disconnected and prompted to log back in with your access code. You can set the period of time before disconnection: Right-click the   icon in the system tray, then select Preferences and the Security tab.
  • Prominent Notification When Computer Is Being Accessed: Whenever a computer running GoToMyPC is accessed remotely, a notice will appear on the screen. This prevents unauthorized parties from connecting to your computer without you being aware of it.
  • Notification of Last Access: Upon login, you will be notified of your last login at the top of your My Computers page. This way you can be assured that no unauthorized access has taken place.
  • Log of Sessions: You have access to a log of your sessions on your My Accounts page.
Q:
Can my computer receive a virus from downloading the software?

No, you cannot catch or be exposed to viruses from downloading our software. We continuously monitor our development environment for viruses and malware, and all of our downloadable software is digitally signed to prevent tampering by third parties. The warning message customers might see when they install the software is a default message displayed by their browser whenever they download executable files.

Q:
Is the Guest Invite feature secure?

To increase your security when you invite a guest to view your computer, GoToMyPC includes:

  • Limited Invitation Period: You can invite trusted parties to share your computer’s screen by sending an email invitation that is valid only for a specified period of time. The email contains a special link that the guest can use to access your computer. If the guest does not activate the link within the allowable time, the link will become inactive.
  • Granting Access Required: Once your invited guest attempts a connection, you will receive an on-screen notice that someone is requesting access. You must approve access before a connection can be completed.
  • Share Control or View-Only Option: You have the option to allow guests to view your computer’s screen with or without mouse and keyboard control. Even if you grant guests the ability to control your computer, you retain primary control and can end the session at any time.
Q:
Can I block the unofficial use of GoToMyPC while allowing authorized use?

Yes. Through our free Authorization Management Service, GoToMyPC will gladly work with you to block selected Internet-visible IPs while still enabling authorized GoToMyPC account access. For companies who do not currently have GoToMyPC accounts but who wish to block access using our Authorization Management Service, please contact sales or call 1 888 646 0016. If you are an existing GoToMyPC Corporate account customer, please contact your account manager or email GoToAccounts@citrixonline.com.

Q:
How can I verify whether an email is from GoToMyPC?

GoToMyPC will occasionally contact you regarding your account. Here are a few things you can do to ensure an email is from us:

  • When directed to a secure website, make sure there is an icon of a lock on the lower right corner of the status bar.
  • Check that the website domain is www.gotomypc.com.
  • Go to www.gotomypc.com to log in to your account rather than following any links in a suspicious email.
Q:
Does the Direct Connections feature work with firewalls?

Direct Connections often works with firewalls, because it starts via an outgoing signal. However, because the feature establishes an incoming connection, some firewalls may block Direct Connections, or give you a warning message asking for your permission to allow it. If Direct Connections is blocked, the session will simply continue using the initial connection through the communication server.

Billing & Cancellation
Q:
How do I cancel my free trial?

To cancel online anytime during your free trial, simply log in and go to the Billing Information page. Select the No, I do not wish to subscribe at this time option and click the Save Changes button. Your account will then expire when your free trial ends. Otherwise, at the end of your free trial period you may be automatically subscribed at the Monthly Plan price.

If you want to completely remove GoToMyPC from your computer, click your computer’s Start menu and select Settings > Control Panel > Add/Remove Programs.

Q:
How do I cancel my paid subscription plan?

To cancel your paid subscription plan, log in and go to the Billing Information page. Select the No, please cancel my subscription… option and click the Save Changes button. Because your service is pre-paid, it will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again.

Q:
How do I remove GoToMyPC from my computer?

On a PC:

Click your Start menu and select Settings > Control Panel > Add/Remove Programs. Select GoToMyPC from the list and click Remove.

On a Mac:

Open your Finder window and select Applications. Find GoToMyPC and drag it to the Trash in your dock.

Q:
Do you charge tax?

We are required to charge VAT (Value Added Tax) in accordance with the local legislation of each European Union member state.

We collect VAT from all customers with UK billing addresses as well as those with non-UK EU billing addresses who do not provide us with a VAT registration number.

We do not charge U.S. sales tax at this time.

To learn more about VAT, please visit our VAT FAQs.

Q:
How do I change my plan?

You can make changes to your plan online at any time. Log in to your account and click My Account in the left navigation bar, then Plan Selection.

You can also contact Global Customer Support to make any adjustments to your account.

Q:
My account lapsed. How do I reactivate it?

Log in to your account. If your account has lapsed, you should automatically be forwarded to the Plan Selection page under My Account. From there, simply select the plan you want, click Continue and enter your billing information. You account will reactivate immediately.

Q:
How do I change the credit card or update the billing information on my account?

Log in and select the Billing Information page to review or update your credit card or other billing information for your account.

Q:
How can I review the charges billed to my account?

You can check your account history by logging in and going to your Account History page.

Q:
Will I get a receipt for my purchase?

Yes. All of your receipts will be stored on your Account History page. You will also receive a receipt via email for your first subscription purchase, subsequent renewals and anytime you change your subscription plan thereafter.

Q:
Who do I contact if I have a billing question or if I need to request a refund?

Contact Global Customer Support with any billing questions you have.

Team Accounts
Q:
How do I sign up users?

Signing up and distributing GoToMyPC to users is easy and requires no additional help from IT.

  • Sign in to the Administration Center.
  • Click the Manage Users link in the left navigation menu.
  • Click the Sign Up Users link in the left navigation menu.
  • Enter the email addresses of the new users to invite.
  • Select the group to which you want to add the users and click Continue.
  • Personalize the subject and message.
  • Check Send confirmation to: if you would like to receive a copy of the invitation email.
  • Click Preview to see the invitation email before sending.
  • Click Notify Users to send the invite.
Q:
Can I generate reports on user activity?

Yes, you can generate Activity Detail reports on GoToMyPC Pro and a plethora of reports (including user Activity Detail reports, Manager Activity Report, Shared Access Report and many more) on GoToMyPC Corporate.

  • Sign in to the Administration Center.
  • Click the Generate Reports link in the left navigation.
  • GoToMyPC Corporate only: Select a report in the Report drop-down menu.
  • GoToMyPC Corporate only: Select a group from the Group drop-down menu.
  • Select the date range.
  • Select the report format.
  • Click the Generate Report button.
Q:
Is GoToMyPC HIPAA- and GLBA-compliant?

Yes, GoToMyPC is HIPAA- and GLBA-compliant. To learn more, read our white papers:

Q:
Can I enforce security settings and control feature access to users?

Yes – you can enforce security settings and control which features users and user groups can have access to from the Administration Center.

  • Click the Manage Groups link in the left navigation menu.
  • Click the name of the group. Or, if managing a subgroup, click the arrow to the left of the group to view the subgroups, then select the subgroup.
  • On the Group Administration page in the Group Settings section, click Features.
  • Select or deselect the features you want to configure.
  • Click Save Settings.
Q:
Can I configure GoToMyPC Corporate with a third-party authentication add-on?

Yes, GoToMyPC Corporate support RADIUS SecurID as a third-party provider of two-factor authentication.

RSA SecurID is based on something you know (a password or PIN) and something you have (an authenticator). As the GoToMyPC Corporate administrator, you set the authentication policy to require RADIUS in the authentication settings section of the Administration Center. For more information, check out www.rsa.com or ask your account rep.

RADIUS SecurID is not available with GoToMyPC Pro.

Q:
Can I assign one computer to two or more users?

Yes. As a GoToMyPC Corporate administrator, you can select multiple users to have Shared Access on one computer.

To share a single PC with multiple users:

  • Log in to the Administration Center.
  • Click the Manage PCs link in the left navigation menu.
  • Select a PC nickname and proceed to the PC Administration page.
  • On the PC Administration page under Host PC Settings, select Shared Access.
  • Highlight the user name for which you will grant Shared Access.
  • Click Grant. The Shared Access user is displayed at the bottom of the page.
  • New Shared Access users will initially inherit the shared host PC’s access code. If you prefer to require users to have their own access codes, check “Require users to change their access code upon first log in.”
  • Click Save Settings.
  • An email will be sent to the original user stating that the PC is now shared.
    Shared Access is not available with GoToMyPC Pro.

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