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GoToMyPC User Guide ®

GoToMyPC GoToMyPC Pro GoToMyPC Corporate

7414 Hollister Avenue • Goleta CA 93117 http://support.citrixonline.com © 2012 Citrix Online, LLC. All rights reserved.


GoToMyPC® User Guide

Contents Welcome ..................................................................................................................... 1 Versions of GoToMyPC ............................................................................................ 2 Mac Users............................................................................................................. 2 System Requirements............................................................................................... 3 What are the system requirements for running GoToMyPC?.................................. 3 What equipment do I need to use GoToMyPC? ..................................................... 4 Upgrade Information ................................................................................................. 5 Useful GoToMyPC Terms ......................................................................................... 7 Features ................................................................................................................... 9 Set Up a Host Computer ......................................................................................... 10 Create Your Account (first-time users only).......................................................... 10 Set Up a Host PC................................................................................................ 11 Leaving the Host Computer Accessible ................................................................... 12 Managing Billing and Account Information ............................................................ 13 Change Your Password and Account Information ................................................... 14 Update Your Credit Card and Other Billing Information............................................ 15 Credit Card Information ....................................................................................... 16 Billing Address .................................................................................................... 16 Expense GoToMyPC........................................................................................... 17 Subscription Options ........................................................................................... 17 Cancel Your GoToMyPC Account ........................................................................... 18 How to Change Your Plan....................................................................................... 19 Print a Copy of Your Receipt ................................................................................... 20 Change Your Currency, Time Zone and other Settings............................................ 21 Accessing Your GoToMyPC Host Mac or PC.......................................................... 22 Set Quick Searches ................................................................................................ 24 Remotely Unlock Your Host Computer .................................................................... 25 Remotely Lock Your Host Computer ....................................................................... 26 Remotely Lock Windows 2000, XP Professional, Vista or 7 ................................. 26 Remotely Lock Your Mac .................................................................................... 26 End Your GoToMyPC Connection........................................................................... 27

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GoToMyPC® User Guide The GoToMyPC Viewer ............................................................................................ 28 Viewer Window and Host Image ............................................................................. 28 Mac Viewer Window Functionality ........................................................................... 29 Viewer Window ................................................................................................... 29 Full Screen Mode ................................................................................................ 29 View Menu .......................................................................................................... 30 Manage Multiple-Monitors from a Mac Client ....................................................... 30 Resize Your Viewer Window ................................................................................... 32 Resize Your Host Mac or Windows PC Image......................................................... 33 Multi-Monitor Support.............................................................................................. 34 Manage Multiple-Monitors from a Mac Client ....................................................... 35 Minimap.................................................................................................................. 36 Universal Viewer ...................................................................................................... 37 Universal Viewer Shortcut ................................................................................... 38 Resize Your Host Computer Image ..................................................................... 38 Lock and Unlock Your Host PC with Send Ctrl-Alt-Del ......................................... 38 Mobile Devices ......................................................................................................... 39 iPad, iPhone and iPod touch FAQs ......................................................................... 39 General FAQs ..................................................................................................... 39 Pro and Corporate FAQs ..................................................................................... 42 GoToMyPC App for Android FAQs.......................................................................... 44 General FAQs ..................................................................................................... 44 Pro and Corporate FAQs ..................................................................................... 46 Troubleshooting .................................................................................................. 47 PocketView............................................................................................................. 49 Using GoToMyPC Features ..................................................................................... 53 Mac Features and Keyboard Mapping..................................................................... 54 Feature Comparison between Mac and PC ......................................................... 54 Keyboard Mapping .............................................................................................. 54 Right-Click from a Mac Client .............................................................................. 55 File Transfer ........................................................................................................... 56 Transfer Files on a PC ........................................................................................ 56 Drag and Drop Files between PCs....................................................................... 57

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GoToMyPC® User Guide Transfer Files on a Mac ....................................................................................... 57 File Sync ................................................................................................................ 59 Synchronize Folders............................................................................................ 59 Repeat a Recent File Sync .................................................................................. 61 Remote Sound........................................................................................................ 62 Sound Preferences ............................................................................................. 63 Direct Connections ................................................................................................. 64 Direct Connection Options................................................................................... 64 Enable Direct Connections .................................................................................. 65 Current Status ..................................................................................................... 65 Direct Connections and Firewalls ........................................................................ 65 Session Performance ............................................................................................. 66 Guest Invite ............................................................................................................ 67 Connect to an Invited Guest ................................................................................ 68 Change Guest Access......................................................................................... 69 Chat .................................................................................................................... 69 Drawing Tools in Guest Session .......................................................................... 70 Transfer Files ...................................................................................................... 70 Sync Files ........................................................................................................... 71 Cut/Copy and Paste................................................................................................ 73 Desktop Shortcut .................................................................................................... 74 Reconnect .............................................................................................................. 76 Remember Me........................................................................................................ 77 One-Time Passwords ............................................................................................. 79 Access Activity Report ............................................................................................ 82 In-Session Reboot (GoToMyPC Corporate Only) .................................................... 82 Host Authorization (GoToMyPC Corporate only) ..................................................... 83 Client Authorization (GoToMyPC Corporate only) ................................................... 83 RADIUS Integration (GoToMyPC Corporate only) ................................................... 85 Remote Printing ....................................................................................................... 87 GoToMyPC Printer ................................................................................................. 88 Print to a Different Local Printer ....................................................................... 88 Manually Enable a Printer ....................................................................................... 89

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GoToMyPC® User Guide Manually Enable a Printer - Troubleshooting and Best Practices ............................. 96 Print Troubleshooting and FAQs ............................................................................101 The GoToMyPC Printer is missing from my list of printers ......................................108 Managing Your Computers .....................................................................................110 Add or Remove a Host Mac or PC .........................................................................110 Revoke Desktop Shortcuts.....................................................................................111 Move Your Host Mac or PC ...................................................................................112 Move Host Computers between Accounts ..............................................................113 Change Your Host Computer's Nickname ..............................................................114 Change Account Password ....................................................................................115 Change Your Access Code....................................................................................116 Change Your Access Code on a Mac or PC .......................................................116 Shared Access (GoToMyPC Corporate only) .........................................................117 Access Codes for Shared Users .........................................................................117 In-Session Reboot..............................................................................................117 What a Host Computer You're Not Accessing Is Labeled "In Session"....................118 Reinstall GoToMyPC .............................................................................................119 Setting Preferences.................................................................................................120 Host Preferences ...................................................................................................121 Viewer Preferences ...............................................................................................122 Performance Preferences ......................................................................................123 Sound Preferences ................................................................................................124 Security Preferences .............................................................................................125 Authentication Preferences ....................................................................................126 Printing Preferences ..............................................................................................127 Connection Preferences ........................................................................................128 Desktop Notifications (GoToMyPC and GoToMyPC Pro) .......................................129 Firewalls and GoToMyPC........................................................................................130 Locate Your GoToMyPC Files for Firewall Permissions ..........................................131 Using GoToMyPC with a Client Computer Firewall .................................................135 Use the Universal Viewer ...................................................................................135 Use another computer ........................................................................................135 Enable your client computer's firewall with GoToMyPC .......................................135

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GoToMyPC® User Guide Update your security software .........................................................................136 Contact Global Customer Support if you need additional assistance................136 Enabling GoToMyPC with McAfee Anti-virus Software ...........................................137 McAfee Total Protection ..................................................................................137 McAfee Security Center ..................................................................................138 McAfee Total Protection Service .....................................................................139 Enabling GoToMyPC with Norton Anti-virus Software ............................................141 Norton Internet Security 2010 .........................................................................141 Norton Internet Security 2007 .........................................................................142 Norton 360 3.0 ................................................................................................144 Finding your Norton or Symantec Security Software version............................145 Enabling GoToMyPC with CA Anti-virus Software ..................................................147 CA Internet Security Suite ...............................................................................147 CA Security Center .........................................................................................150 Anti-Virus ....................................................................................................150 Anti-Spyware ...............................................................................................151 Personal Firewall .........................................................................................151 If you still cannot log in ................................................................................152 Enabling GoToMyPC with Kaspersky Anti-virus Software .......................................153 Kaspersky Anti-Virus 2010 ..............................................................................153 Additional Firewall Resources ................................................................................155 Security Tips ...........................................................................................................156 Protecting the Data Stream during a Session .........................................................157 FAQs ........................................................................................................................158 General FAQs .......................................................................................................158 Setup FAQs ...........................................................................................................160 Session FAQs .......................................................................................................162 Direct Connections FAQs.......................................................................................163 Managing the GoToMyPC Installer on Macs ..........................................................164 Connecting to a Host Computer from Mac OS X .................................................164 PocketView FAQs ..................................................................................................167 Download the Launcher File on Windows...............................................................168 Download the Citrix Online Launcher file in Internet Explorer ..............................168

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GoToMyPC® User Guide Download the Citrix Online Launcher file in Firefox .............................................168 Download the Citrix Online Launcher file in Chrome ...........................................169 Download the Launcher File on Macs ....................................................................171 Download the Citrix Online Launcher file in Safari...............................................171 Download the Citrix Online Launcher file in Firefox .............................................172 Download the Citrix Online Launcher file in Chrome ...........................................173 Disable the Launcher Plugin ..................................................................................174 Disable the Launcher plugin in Firefox on Windows ............................................174 Disable the Launcher plugin in Chrome on Windows ..........................................175 Disable the Launcher plugin in Safari on Macs ...................................................175 Disable the Launcher plugin in Firefox on Macs ..................................................176 Disable the Launcher plugin in Chrome on Macs ................................................176 Troubleshooting ......................................................................................................177 Your Host Mac or PC Is Offline ..............................................................................177 If GoToMyPC Fails to Connect...............................................................................181 Connection Wizard ................................................................................................183 Using the Custom Wizard (Advanced Users Only) ..............................................184 Forgot Your Access Code on a PC ........................................................................189 Forgot Access Code on a Mac ...............................................................................191 Forgot Your Account Password ..............................................................................194 GoToMyPC Does Not Start Automatically ..............................................................195 Connection Test Help ............................................................................................199 Optimize GoToMyPC Performance ........................................................................201 Send Ctrl-Alt-Del on Windows 7 and Vista .............................................................202 Enable User Account Control for individuals .......................................................202 Configure the Domain Group Policy or the Local Group Policy............................203 Change the Group Policy for Software SAS ........................................................205 GoToMyPC and Cookies .......................................................................................206 Network Authentication ..........................................................................................208 Determine domain name ....................................................................................208 Sound Troubleshooting ..........................................................................................211 No Sound...........................................................................................................211 Poor Sound Quality ............................................................................................211

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GoToMyPC® User Guide Sound Cards ......................................................................................................212 GoToMyPC Install Help (Windows only) .................................................................213 GoToMyPC does not download or install on my Mac..............................................218

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GoToMyPCÂŽ User Guide

Welcome GoToMyPC is for individuals who need remote desktop access to 1-20 computers. It's an easy and secure remote-access solution that enables you to conveniently access email, files, programs and network resources from home or the road. Get unlimited access to your computers no matter where you are. This help guide contains information for all GoToMyPC user plans including GoToMyPC Personal, GoToMyPC Pro and GoToMyPC Corporate. Some content may not apply to your plan. Teleworkers: Work on your office Mac or PC from home, easily and securely, with just an Internet connection. Travel: Access and use your Mac or PC and files from hotels, airports, Internet cafes anywhere with web access. After-Hours Access: Access and use your office desktop, email and other corporate resources after hours from any location connected to the Internet. Global Customer Support: Get help any time - day or night - from our U.S.-based customer support team.

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GoToMyPC® User Guide

Versions of GoToMyPC There are three versions of GoToMyPC. GoToMyPC Remote access for individual users. • • •

Get unlimited access and use of your files, programs, email and network from anywhere. Be more flexible and productive. Travel light - no need to take a laptop on trips.

GoToMyPC Pro Remote access with user management designed for companies with fewer than 50 employees: • • •

Get the benefits of GoToMyPC for you and your employees. Manage employees' remote-access privileges. Generate reports on individual and company remote-access activity.

GoToMyPC Corporate Remote access with advanced user management and features designed for companies with larger teams who need greater administrative control: • • •

Set up and deploy remote access in just minutes - no training required. Work remotely with confidence - GoToMyPC Corporate employs government-standard encryption for all remote connections. Manage licenses, security, usage reports and more from the Administration Center.

Note: If you are a GoToMyPC Corporate or Pro user, your administrator has the ability to restrict access to features and/or to require the use of others. If you have questions about your feature-access rights, please see your administrator for assistance.

Mac Users GoToMyPC users can now access both Mac and PC hosts. Significant differences in how GoToMyPC works on the Mac platform are highlighted with this icon.

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GoToMyPC® User Guide

System Requirements Please check to see that you meet the minimum system requirements and that you have the equipment you need before downloading the latest version of GoToMyPC.

What are the system requirements for running GoToMyPC?

Windows Operating system

Windows 2000 Windows XP Windows Vista Windows 7

Server

Windows 2003 Windows 2008

Processor

2.4GHz or more

RAM

2GB or more

Internet

DSL or better

Bandwidth

700Kbps or more

Browser

Internet Explorer® 7.0 or newer Mozilla® Firefox® 3.0 or newer Google Chrome™ 5.0 or newer

Additional software

JavaScript™ Java™ 1.6 or higher recommended

Mac Operating system

Mac OS® X 10.5 (Leopard®) Mac OS® X 10.6 (Snow Leopard®) Mac OS® X 10.7 (Lion®) Mac OS® X 10.8 (Mountain Lion®)

Processor

2.4GHz Intel processor (Core 2 Duo)

RAM

1GB

Internet

DSL or better

Bandwidth

700Kbps or more

Browser

Safari™ 3.0 or newer Mozilla® Firefox® 3.0 or newer Google Chrome™ 5.0 or newer

Additional software

JavaScript™

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GoToMyPC® User Guide

Java™ enabled browser

iOS Device

iPad® 1 or newer iPhone® 3GS or newer iPod® Touch (3rd generation) or newer

Operating system

iOS 4.2 or newer

Internet

"Always on" Internet connection. WiFi recommended

Additional software

Free GoToMyPC App from the App Store

Android Device

Android Phone or Tablets

Operating system

Android 2.3.3 or higher

Processor

1Ghz CPU or higher recommended

Internet

WiFi or cellular 4G/3G connection

Additional software

Host computer must be running the GoToMyPC Host software 7.0 or higher Free GoToMyPC App for Android v1.0 or higher

What equipment do I need to use GoToMyPC? All you need to start using GoToMyPC are the following: • •

Windows or Mac computer Internet connection (broadband is best)

Note: GoToMyPC no longer supports PocketView.

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GoToMyPC® User Guide

Upgrade Information GoToMyPC will notify you when new updates are available. If you are on a PC, you can also check for new updates at any time by right-clicking the system tray icon and selecting Check for Upgrade. If a new version exists, you will be notified and asked if you want to upgrade. Note: You can upgrade GoToMyPC versions 5.0 and higher while remotely connected to your host PC.

Should the automatic upgrade fail, you will need to manually update your GoToMyPC software. What's new in 7.2? • • • •

Direct Connections: Improves in-session performance by making a direct connection between your remote computer and your host PC, bypassing GoToMyPC communication servers. Mac File Transfer: Mac users can now transfer individual files between Mac and PCs. Mac Multi-Monitor: Mac users can now easily navigate between multiple monitors on either a host PC or Mac by scrolling or clicking the arrow at the edge of the screen. Mac OS X 10.7 Lion: Full support for Mac OS X 10.7.

What's new in 7.0? • • • •

Mac Support: Native Mac viewer includes display options like zoom, full screen and multi-monitor support. Cross-Platform Access: Flexibility to work PC to PC, Mac to Mac, Mac to PC or PC to Mac. Cross-Platform Support: Tools to support cross-platform access like keyboard mapping, Cut/Copy and Paste, Send Ctrl-Alt-Delete and Set Right-Click. Windows 7 Compatibility

What's new in 6.1? • •

GoToMyPC 6.1 includes additional support and stability for host PCs with Windows Vista. The latest GoToMyPC upgrade resolves an issue identified after the release of Vista Service Pack 1. Files transferred with the Drag and Drop feature to PCs with Windows Server 2008 or Vista SP1 could be corrupted. Any host PCs on Vista or Server 2008 SP1 should be upgraded to build 438 or later.

What's new in 6.0? • • • • • • •

Sound: Enjoy your remote session even more with new customizable sound support. In-Session File Sync: Easily synchronize your files and folders between the host and client. Shortcut/Reconnect: Bypass the normal browser login screen with the Shortcut feature. Receive notification before a session is terminated due to inactivity and quickly reconnect. GoToMyPC Printer: Quickly print from your client PC with the new GoToMyPC Printer driver. Setup and printer driver installations are no longer needed. Guest Invite: Share your PC with a guest faster and with more control. Vista Compatibility: GoToMyPC is now compatible with Microsoft Vista. Universal Viewer: Universal Viewer support is improved and has added functionality.

Can I upgrade while in session? Yes, you can upgrade GoToMyPC versions 5.0 and higher while remotely connected to your host computer. To upgrade GoToMyPC GoToMyPC will notify you when new updates are available. On a PC, you can also check upgrades.

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GoToMyPC® User Guide

1. Right-click the

icon in the system tray and select Check for Upgrade.

2. If available, click Yes to upgrade.The new version will download and InstallShield Wizard will start. Click Next. 3. Make sure the Update option is selected and click Next. InstallShield Wizard will close and update GoToMyPC. 4. When prompted, click Finish to complete the upgrade process. Note: Should the automatic upgrade fail, you will need to manually update your GoToMyPC software.

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GoToMyPC® User Guide

Useful GoToMyPC Terms • • •

• • • • • • •

Access Code - Your access code is a unique password that you determine when you set up each host Mac or PC. You will use the access code every time you remotely log in to a host computer. Account Password - Your account password is what you use to log in to the GoToMyPC website. Client Computer - The client computer is the computer that you will use to access the host Mac or PC. It can be any Internet-connected computer with a Windows or Java-enabled browser, located anywhere in the world (airport kiosk, Internet cafe, hotel, library, etc.). The client is sometimes called the local computer. Computer Nickname - The computer nickname is the name you assign to a host during installation of GoToMyPC software. Using nicknames helps you identify your computers if you set up more than one for remote access. It can be any name you choose. Host - The host is the Mac or PC you will want to access from a remote location. You will install the GoToMyPC software on the host Mac or PC. The host computer is a unique and specific computer. The host is sometimes called the remote computer. Host Image - The host image is the picture of the host Mac or PC desktop that appears in the Viewer window. One-Time Passwords - One-Time Passwords offer an additional level of security for users. This feature will help defeat keyboard-sniffer or keystroke-logger software. RADIUS - RADIUS is a two-factor authentication method based on something you know (a password or PIN) and something you have (an authenticator), providing a more robust level of user authentication. RADIUS is available on GoToMyPC Corporate. Session - A session refers to the time when you are remotely connected to your host computer. System Tray Icon - The system tray is located at right end of your taskbar on Windows PCs. The system tray icon represents the status of the GoToMyPC service on PCs and is used to access GoToMyPC preference and setting options. To access system preferences, right-click the system tray icon and select Preferences. Viewer - The Viewer is the window displayed on your client computer in which the host's desktop will appear. The Viewer window has its own title and menu bar.

Note: The system tray icon may be hidden. In order to access it, click the arrow to the left of the system tray. The arrow points left in Windows Vista and earlier (pictured) and up in Windows 7.

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GoToMyPC® User Guide

Status state representations on a Windows PC Icon

Status GoToMyPC host PC is running and ready for use

GoToMyPC host PC requires authorization before use may begin

GoToMyPC host PC is running but connection is interrupted

GoToMyPC host PC is being accessed in a session

GoToMyPC host PC has screen-blanking enabled while in a session

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GoToMyPCÂŽ User Guide

Features Automatic Setup: The plug-in automatically launches, installs and configures itself - no restart required. Even novice users can be ready to go in minutes. Universal Viewer: When you connect to your computer, the Viewer window launches automatically, allowing you to view and control your PC or Mac from another Windows, Windows CE, Mac, Linux, Unix or Solaris computer. No pre-loaded software required. Access your computer from any web browser on any operating system at any time. Mobile Support: Securely access your computer from your iPad, iPhone, iPod Touch or Android device. Drag-and-Drop File Transfer (PC to PC only): Easily transfer files by dragging and dropping folders and directories between computers. You never again need to email files to yourself or copy to a USB flash drive. Get access to your files at any time from anywhere. File Sync (PC to PC only): Synchronize files and folders between your remote PC and any other computer with just a click. Sound (PC to PC only): Hear sound on your remote PC with customizable audio settings. Automatic muting on your remote PC means sound can only be heard by you. True Color: View your desktop in brilliant true color. Performance Tuning (PC only): Adjust the speed, sound, color quality and display settings to get the performance that best suits your needs. Multi-Monitor Support: Use GoToMyPC with multiple monitors connected to a single computer. Remote Printing (PC to PC only): Print documents to any printer wherever you happen to be - there's no need for the application that created the document to be installed on the client PC. A hard copy of that forgotten file is only a connection away. Cut/Copy and Paste: Cut, copy and paste text between computers, simplifying the transfer of content between your computers. Encryption and Maximum Security: All data is protected with AES encryption using 128-bit keys, dual passwords and end-to-end user authentication. One-Time Passwords are available for maximum security.

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GoToMyPC® User Guide

Set Up a Host Computer Before you can access your Mac or Windows PC remotely, you will need to do the following: • • •

Create your account (first-time users only). Install the GoToMyPC. Leave the Mac or Windows PC accessible.

To install the GoToMyPC, you will need to be physically present at the computer you want to remotely access (called the host computer) and know the email address and password you used to register. Note: For full functionality, GoToMyPC needs to be installed with Administrator Rights. Contact your administrator if you need assistance.

Create Your Account (first-time users only) To create a personal GoToMyPC account 1. 2. 3. 4. 5.

Open your web browser and go to www.GoToMyPC.com. Click the Try It Free or Buy It Now button. Enter your name and email information and then click Continue. Create a new account password with at least eight characters using both letters and numbers and then click Continue. Enter your billing information and then click Get Free Trial or Buy Now.

To create a GoToMyPC Corporate or Pro account 1. 2. 3.

Open the email from your company administrator inviting you to set up your GoToMyPC Corporate or Pro account. Click the link in the email to activate your account. Enter your first and last name, create and confirm your account password and click Submit.

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GoToMyPC® User Guide

Set Up a Host PC To set up a host Mac or Windows PC for remote access 1. 2. 3. 4. 5.

Go to the Mac or Windows PC you want to access remotely (called your host computer). Open your web browser window and go to www.GoToMyPC.com. Enter your email address and account password and click Log In. Click Install GoToMyPC. If you have already installed GoToMyPC on one computer and have seats available for additional computers, click Add Computer. Click Trust, Yes, Allow or Grant to begin downloading GoToMyPC.

Note: If you are using security or firewall software, you must permanently allow GoToMyPC to connect to the Internet. See Using GoToMyPC with Firewalls for more information. Note: If you are a GoToMyPC Corporate user in an environment that requires authentication to access the Internet, you will be prompted to enter your GoToMyPC Corporate account login information during setup.

6. 7.

Click Continue or Next at the Welcome screen begin installation. If prompted, select an install location and then click Install. • Mac: When prompted, enter your Mac log-in password. This is the password you normally use to install new Mac software and is not a GoToMyPC password. • Windows: If prompted, restart your computer. 8. Enter your email address and account password (these are the same that you used to log in to the GoToMyPC website ) and click Continue. 9. If prompted, select the GoToMyPC account to which this computer should belong. 10. Create a nickname for the computer and click Continue. 11. Create an access code for the computer and click Continue. Note:If you forget your access code or wish to change it, you can quickly create a new one from your host computer. Please see Forgot Your Access Code for details. Note: For the highest level of security we recommend that your access code be different from your account password.

Once successfully installed, GoToMyPC can be accessed from your menu bar or system tray. •

Mac: The GoToMyPC icon

Windows: The GoToMyPC icon bar.

appears in the system tray at the right end of your task

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appears at the top right of your screen in the menu bar.


GoToMyPC® User Guide

Leaving the Host Computer Accessible To be able to access your host Mac or Windows PC from a client computer, ensure that your host computer meets the 3 following conditions: • • •

The host must be turned on and not in sleep mode. The host must be connected to the Internet with a live connection. The GoToMyPC service must be running.

Note: To help ensure security, you may want to lock your Mac or PC before you leave it unattended. Note: Since GoToMyPC does not require the display monitor on your host, you may want to turn it off before you leave to conserve energy. You can also set your monitor to automatically power down after a specified time.

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GoToMyPC® User Guide

Managing Billing and Account Information You can view and edit your account information, change your account password and much more on the My Account page. Note: GoToMyPC Corporate customers should contact their account manager for account and billing related questions.

To view and edit your account information 1. Log in to your account at www.GoToMyPC.com. 2. In the left-navigation menu, select My Account.

3. From the expanded My Account menu, select one of the following account options. • • • • •

My Account: Edit the name on the account, change your password and enable the Remember Me feature. Billing Info: Update your credit card information, change your billing address and manage subscription options. Plan Selection: Add computers, change your plan type, see pricing information or upgrade to GoToMyPC Pro. Account History: View your current balance and print a billing receipt. Settings: Change your location and language settings as well as manage your email subscriptions and Desktop Notifications.

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GoToMyPCÂŽ User Guide

Change Your Password and Account Information You can view your account status, manage account details, change your password and enable the Remember Me feature by logging in to www.GoToMyPC.com and selecting My Account from the leftnavigation menu. Note: GoToMyPC Corporate users may have some features disabled by their administrator.

To view and edit account information 1. Log in to your account at www.GoToMyPC.com. 2. In the left navigation menu, select My Account.

3. Enter your current password and make any desired account or password changes. 4. Click the Save Changes button at the bottom of the page.

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GoToMyPC® User Guide

Update Your Credit Card and Other Billing Information If you are a GoToMyPC or GoToMyPC Pro user, you can update your credit card and billing information at anytime. Note: GoToMyPC Corporate customers should contact their account manager for account and billing questions.

To view or modify your GoToMyPC account 1. Log in to your account at www.GoToMyPC.com. 2. In the left-navigation menu, select My Account and then, Billing Info.

Note: GoToMyPC Corporate customers should contact their account manager for account and billing questions.

From the Billing Information page you can do the following: • • • •

Update your credit card information (a) Change your billing address (b) Expense your account (c) Renew or cancel your account (d)

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GoToMyPCÂŽ User Guide

3. Click Save Changes when you have finished.

Credit Card Information Verify that your credit card information is current or updated as needed. Click Save Changes when finished. Note: Online credit card payments are processed on our secure server using a VeriSign SSL Certificate. This means GoToMyPC has been authenticated by the strictest industry standard, and your transaction with us is encrypted.

Billing Address Make changes to billing address, as needed, and click Save Changes when finished.

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GoToMyPC® User Guide

Expense GoToMyPC If you plan to expense your GoToMyPC service, select the option to include additional business information.

Subscription Options Decide what will happen with your GoToMyPC account after the current plan expires. If you choose to disable automatic renewal, your service will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again. To renew or cancel GoToMyPC after the current plan expires 1. 2. 3.

Log in to your account at www.GoToMyPC.com. In the left-navigation menu, select My Account and then, Billing Info. From the Subscriptions Options section, select your desired option.

Note: You can also contact Global Customer Service to cancel your account.

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GoToMyPC® User Guide

Cancel Your GoToMyPC Account If you are a GoToMyPC user on an individual plan, you can easily cancel your subscription from the My Account page. Note: GoToMyPC organizers on corporate plans (multi-user accounts) must contact their account managers to cancel their subscriptions.

Because the GoToMyPC service is pre-paid, changes made to your subscription plan (including cancellations) will not take effect until the end of your current billing period. To cancel your GoToMyPC subscription 1. Log in to your account at www.GoToMyPC.com and select My Account in the left-navigation menu. 2. Select Billing Info in the expanded menu.

3. Under the Subscription Options section, select the “Turn Off Renewal” option.

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GoToMyPC® User Guide

How to Change Your Plan If you are a GoToMyPC or GoToMyPC Pro user, you can log in to your account to view or modify your plan selection and billing options at any time. To view or modify your GoToMyPC account 1. Log into your account at www.GoToMyPC.com. 2. In the left-navigation menu, select My Account and then Plan Selection.

From the Plan Selection page, you can do the following: • • •

Review your current plan (a) Add or remove the number of computers(b) Select whether you want an annual or monthly plan (c)

Note: GoToMyPC Corporate customers should contact their account manager for account and billing related questions.

3. Click Continue and confirm your credit card information. 4. Click Buy to change your GoToMyPC plan. Note: To renew or cancel your account, see Cancel Your Account or Update Billing Information. For other plan changes, please contact Global Customer Support.

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GoToMyPC® User Guide

Print a Copy of Your Receipt If you are a GoToMyPC or GoToMyPC Pro user you can review your account activity, print receipts and change your location settings by logging into your account at www.GoToMyPC.com and selecting Account History from the expanded My Account navigation menu. Note: GoToMyPC Corporate customers should contact their account manger for account and billing questions.

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GoToMyPCÂŽ User Guide

Change Your Currency, Time Zone and other Settings GoToMyPC and GoToMyPC Pro users can view and edit their account settings by logging into their account at www.GoToMyPC.com and selecting Settings from the expanded My Account navigation menu. Customizable account settings include location settings, time zone (a), email notifications (b), and Desktop Notifications (c). To view or edit your account settings 1. Log in to your account at www.GoToMyPC.com. 2. In the left-navigation menu, select My Account and then Settings.

3. Complete your desired changes and then click the Submit button.

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GoToMyPC® User Guide

Accessing Your GoToMyPC Host Mac or PC Once GoToMyPC is set up on your host Mac or PC, you can access it immediately from almost any other Mac, Windows PC or mobile device that is connected to the Internet. In order to access your computer using GoToMyPC, you need to: • • •

Ensure that your host computer is left accessible (turned on and connected to the Internet with GoToMyPC running). Be at a separate computer or have a mobile device at hand. Know your email address, password and access code.

Note: For help with accessing your host computer from a mobile device, see Mobile Devices.

To remotely access your host computer 1. Go to www.GoToMyPC.com and log in to your account with your email address and password.

2. If you have multiple GoToMyPC accounts associated with one email address, choose the account you want to access and click Go

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GoToMyPCÂŽ User Guide

3. From the My Computers page, choose the computer you want to access and click Connect. Note: If a Mac or PC's status is Offline, then you are not able to access that host. Note: If you are a GoToMyPC Corporate user and your host is a shared PC that is being accessed by another GoToMyPC user, In Session appears in the connect box. If you choose to connect to a PC while it is in session, the session in progress will be terminated. Keep in mind that the In Session notification will display until the first user terminates the connection with the host PC and you refresh your browser.

4. Click Run, Always, Allow or Trust to download the GoToMyPC Viewer. 5. When prompted, enter your access code for the host computer and click OK. Remember, the access code is unique to each host computer and is different from the account password.

You are now connected to your host Mac or Windows PC, you can access all your files, applications and emails as if you were physically there.

Š 2012 Citrix Online, LLC. All rights reserved.

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GoToMyPCÂŽ User Guide

Set Quick Searches If your account has more than 10 GoToMyPC computers accessed by the same email address, you can use the Quick Searches features to quickly locate and log in to frequently used host computers. To set a Quick Search 1. 2. 3. 4.

From the My Computers page, select a Quick Searches number. In the Search field enter a host computer nickname. Click the Set Quick Search button to save the search to the number you choose. To retrieve your saved search, click the Quick Searches number again.

Note: This feature is limited to 5 saved searches, but a number can be reassigned at anytime.

Š 2012 Citrix Online, LLC. All rights reserved.

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GoToMyPCÂŽ User Guide

Remotely Unlock Your Host Computer After you have successfully connected to you host Mac or Windows PC, the computer may be locked. In most cases you will just need to enter your Windows or Mac system to unlock your computer. To unlock Windows 2000, XP Professional, Vista or Windows 7 1. From the Viewer menu, click the Send Ctrl-Alt-Del button or choose Tools and select Send Ctrl-Alt-Del.

2. Enter your Windows ID and password to unlock your Windows PC as you normally would. Note: If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Vista or Windows 7, then the Secure Attention Sequence (SAS) may be disabled. For more information, please see Enable GoToMyPC to Send Ctrl-Alt-Delete on Vista and Windows 7.

To unlock Mac OS X v10.5 and Windows XP Home (or XP Professional with Fast User Switching) 1. If the screensaver is running, move the mouse to display the log-in screen. 2. Log in to your Mac or Windows PC as you normally would.

Š 2012 Citrix Online, LLC. All rights reserved.

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GoToMyPC® User Guide

Remotely Lock Your Host Computer When you finish accessing your host Mac or Windows PC, we recommend that you lock your computer to help protect your data. Windows users can set the GoToMyPC Security Preferences to automatically lock upon disconnecting. If you wish to lock your computer manually, follow the steps below for your operating system. Note: GoToMyPC automatically disconnects after 15 minutes of inactivity on your host computer. For information about how to adjust this setting, please see Security Preferences.

Remotely Lock Windows 2000, XP Professional, Vista or 7 •

On your host computer, click the Windows Start button or Start icon

and select Log Off.

- or •

From the GoToMyPC Viewer menu, click the Send Ctrl-Alt-Del button or select Tools and then Send Ctrl-Alt-Del. On the Windows Security screen, select Lock Computer.

Note: If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Vista or Windows 7 then the Secure Attention Sequence (SAS) may be disabled. Please see Enable GoToMyPC to Send Ctrl-Alt-Delete on Vista and Windows 7 for more information

To lock Windows XP Home (or XP Professional with Fast User Switching) 1. 2.

Click the Windows Start button and select Log Off. Select Switch User. Your computer workstation is now locked.

Note: GoToMyPC automatically disconnects after 15 minutes of inactivity on your host computer. For information about how to adjust this setting, please see Security Preferences.

Remotely Lock Your Mac Since GoToMyPC cannot automatically lock your Mac upon disconnection you should consider configuring your computer to automatically log out after a certain amount of inactivity time. This can be done in the Security section of your Mac System Preferences. To lock Mac OS X v10.5 or newer 1. 2.

button at the top left of your screen. Click the Select Log Out.

Note: GoToMyPC automatically disconnects after 15 minutes of inactivity on your host computer. For information about how to adjust this setting, please see Security Preferences.

© 2012 Citrix Online, LLC. All rights reserved.

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GoToMyPC® User Guide

End Your GoToMyPC Connection Before ending your GoToMyPC connection, you should lock your computer to ensure maximum security. Windows users can configure GoToMyPC to automatically lock upon disconnection in the Security tab in the Preferences window. Note: GoToMyPC automatically disconnects after 15 minutes of inactivity on your host computer. For information about how to adjust this setting, please see Security Preferences. Note: If you are listening to music from your host PC, be sure to stop the music before disconnecting your session. If you do not stop the music on the host PC before disconnection, the music will no longer be muted and could be heard by anyone close to your host computer.

To end your GoToMyPC connection from a Windows computer • •

From the Viewer menu bar, select File and then Disconnect. - or button. In the upper-right corner of the Viewer window, click the - or -

Right-click the

system tray icon and then select End Session.

To end your GoToMyPC connection from a Mac • •

From the GoToMyPC Viewer menu, choose Quit and Disconnect. - or button. In the upper-left corner of the Viewer window, click the

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GoToMyPCÂŽ User Guide

The GoToMyPC Viewer Viewer Window and Host Image The Viewer Window During a remote session, the Viewer is displayed on your client computer (a) so that you can view a realtime image (c) of your host computer's desktop. The Viewer (b) has a menu bar that allows you to resize the host image and access features. Note: The host computer is the one you are remotely accessing and the client (or local) computer is the one at which you are physically present.

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GoToMyPC® User Guide

Mac Viewer Window Functionality When using a Mac as the client computer, you will see the Mac Viewer window. Here are a few key Mac Viewer features.

Viewer Window

• • • •

Full-screen button (a): Expands the Viewer window to fill your screen. See more on full screen mode below. *Send Ctrl-Alt-Del (b): Sends a Ctrl-Alt-Del command to the host Windows PC. *Set Right-Click (c): Allows you to right-click as though you were using a Windows PC. To rightclick, click this button and then click the desired object on your host computer. Zoom Slider (d): Allows you to zoom in or out of your desktop. This can be especially useful if your host computer has a much higher screen resolution than your Mac. If you want to view a different part of your screen, scroll around the desktop by moving your mouse to the edges of the Viewer window.

Note: *Only applicable when connecting to a host PC.

Full Screen Mode Full screen mode fills your client computer's screen with the image of the host computer's desktop. You can access the same controls present in the Viewer window by clicking the tab at the top of your screen.

Disconnect (a): Ends your GoToMyPC session.

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GoToMyPC® User Guide

• • • • • • •

Exit Full Screen (b): Exits full screen mode. Zoom (c): Allows you to increase the size of the screen. Fit to Screen (d): Scales the host computer desktop to fit your Viewer window. 100% (e): Displays the host desktop at its full resolution, even if that means only showing a portion of the screen at a time. If you want to view a different part of your screen, you can scroll around the desktop by moving your mouse to the edges of the Viewer window. File Transfer (f): Transfers files or folders between computers. *Send Ctrl-Alt-Del (g): Sends a Ctrl-Alt-Del command to the host PC. *Set Right-click (h): Allows you to right-click as though they were using a PC. To right-click, click this button and then click the desired object on your host PC.

Note: *Only available when remotely accessing a host PC.

View Menu • • •

Full Screen (a): Expands the Viewer window fill your screen. Window (b): Returns the Viewer window to a realizable window on your desktop. 100% (c): Displays the host desktop at its full resolution, even if that means only showing a portion of the screen at a time. If you want to view a different part of your screen, scroll around the desktop by moving your mouse to the edges of the Viewer window. Fit to Screen (d): Scales the host computer desktop to fit your Viewer window.

Manage Multiple-Monitors from a Mac Client You can either switch back and forth between multiple monitors or scroll smoothly between the two. Scrolling Ensure that the Show Primary Monitor and Scroll option is selected in the Multi-Monitor drop-down menu. (a) Move the mouse pointer towards the edge of the screen in the direction of the other monitor. A translucent-gray patch along the edge indicates the active area for scrolling. (b)

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GoToMyPCÂŽ User Guide

Switching To disable scrolling and work only on one monitor and disable scrolling, select the specific monitor (d) from the Multi-Monitor drop-down menu or click the arrow at the edge of the screen. (c)

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GoToMyPC® User Guide

Resize Your Viewer Window You can choose to have the Viewer appear as a window on your desktop or as a full-screen image. • •

Window mode: The Viewer appears as a realizable window on your desktop just like any other application. The Viewer and the Windows controls in the upper-right corner of your screen are always available. Full Screen mode: The Viewer expands to fill your entire screen and hides the GoToMyPC menu at the top of the screen. When you need to access the hidden menu on a Mac, move your mouse pointer to the top of the screen. On a Windows PC, simply select the menu tab at the top of the screen.

To start Full Screen mode •

From the Viewer window menu bar, select View, then Full Screen. This expands the Viewer window to Full Screen.

To end Full Screen mode 1. Move your mouse over the Menu tab at the top of the screen. 2. Select View, then Window. This will return you to a resizable Viewer window. Note: This is for the GoToMyPC Viewer window. For directions on other viewers, please see the Universal Viewer or Mobile Devices sections.

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GoToMyPC® User Guide

Resize Your Host Mac or Windows PC Image You can choose to change the size of your host desktop image from the View menu, which is located at the top of your screen. • • •

Actual Size: Displays the actual image of the host desktop within the Viewer. This option may require you to scroll. Scale to Fit: Scales the host desktop image to fit within the Viewer. Zoom To: Allows you to zoom the image. This selection may require you to scroll.

Note: This is for the GoToMyPC Viewer window. For directions on other viewers, please see the Universal Viewer or Mobile Devices sections.

Mac users can 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.

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GoToMyPCÂŽ User Guide

Multi-Monitor Support GoToMyPC supports multiple monitors connected to a single Mac or Windows PC. You can choose which monitors to access while in session. Note: Since GoToMyPC does not require that the display monitors of the host computer to be turned on, you may want to turn them off before you leave for the sake of privacy and to conserve energy. You can also set your monitors to automatically power down after a specified time in your PC's Display Properties control panel. Keep in mind that a host computer is not accessible while in sleep mode. See Leaving Your Host Accessible for more information.

To manage multiple-monitors from a client Windows PC 1. Log in and connect to your host PC. The Viewer will show your primary monitor. 2. To select another monitor, simply click the arrow button located on either side of the Viewer window.

You can also press the Windows key on your keyboard along with either the left or right arrow keys to switch between monitors. Note: For the Windows arrow keys function to work, "Pass Windows keys to host computer" must be unchecked in the Viewer preferences.

3. To view all monitors, hold the Shift key and select Scale to Fit mode from the View menu.

To manage multi-monitor host PC from a multi-monitor client PC 1. Log in and connect to your host PC. 2. Hold the Shift key while clicking the maximize/minimize window button or selecting Full Screen from the View menu. You can now view both monitors simultaneously.

3. To toggle back to window mode, simply click the maximize/minimize window button in the Viewer window.

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GoToMyPC® User Guide

Manage Multiple-Monitors from a Mac Client Mac users can either switch back and forth between multiple monitors or scroll smoothly between the two. Scrolling Ensure that the Show Primary Monitor and Scroll option is selected in the Multi-Monitor drop-down menu. (a) Move the mouse pointer towards the edge of the screen in the direction of the other monitor. A translucent-gray patch along the edge indicates the active area for scrolling. (b)

Switching To disable scrolling and work only on one monitor, select the specific monitor (d) from the Multi-Monitor drop-down menu or click the arrow at the edge of the screen. (c)

Note: In full-screen mode, it is not possible to disable scrolling if the client and host computer resolutions are not the same. You may be able to view parts of the other monitor even if the "Show Only Monitor …" option is selected. Note: The screen blanking feature is not available on Mac monitor, so for optimal privacy, we recommend you turn off all monitors while not physically present. Note: The Internet connection is disabled when a Mac laptop lid is closed. This will prevent you from remotely accessing the Mac laptop. See Leaving your Host Accessible for more information.

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GoToMyPCÂŽ User Guide

Minimap The Minimap feature offers quick navigation between different monitors by displaying a scaled-down version of the host computer. The Minimap is not available for Mac computers.

To navigate between monitors with Minimap window 1. 2. 3.

With the Viewer window selected, press and hold the Ctrl and Windows keys on your keyboard and then left-click the mouse button to display the Minimap window. Continue holding the mouse button down and drag the red navigation box to another section of the host desktop. Release the mouse button to close the Minimap window.

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GoToMyPCÂŽ User Guide

Universal Viewer The Universal Viewer enables you to view your host Windows PC or Mac from any computing device and operating system that supports Java, including Linux and Solaris computers as well as Windows computers that do not accept downloadable files. Please see System Requirements for more information on which systems may require the Universal Viewer. This feature is particularly useful if you are using an Internet kiosk. To help ensure the greatest possible support for operating systems, the Universal Viewer has a limited set of features and does not include support for Sound, Chat, Clipboard, Remote Printing, File Transfer/Sync, Drag-and-Drop File Transfer or Viewer Dimming. The Universal Viewer will automatically appear during the connection process if you are using an operating system other than the supported Windows or Mac operating systems, or if you are using a computer that does not accept downloadable files. For security reasons, when using the Universal Viewer, your GoToMyPC session will automatically log out at any time you navigate to a new web page or exceed your Viewer inactivity time-out period. Note: Android and iOS users cannot begin a GoToMyPC session with the Universal Viewer.

To begin a session with the Universal Viewer 1. 2. 3. 4.

From the GoToMyPC website, log in to your account. If you have multiple accounts associated with one email address, choose the account you want to access and click Go. Choose the computer you want to connect to and click Connect. On the connection status page, click Use the Universal Viewer link. The Universal Viewer will begin loading.

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GoToMyPC® User Guide

Universal Viewer Shortcut This feature adds a shortcut to the client computer's Favorites or Bookmarks folder. This is convenient for users who frequently use the same client computer to access the same host computer. The shortcut saves time by automatically directing you to the Enter Access Code window and bypassing the usual browser/password log-in page. To create a shortcut from the Universal Viewer 1. 2. 3. 4.

Begin a session as described above. From the Universal Viewer window, select File and then Create Shortcut to "Host PC Name". Click Yes. Select a location in your browser's Favorites folder and click OK.

Note: If your browser does not support automatic bookmark creation, a link will be provided that you can be paste into a bookmark. To do so, create a bookmark from your browser, right-click the new bookmark and select Properties. Then, replace the existing bookmark link with the provided link.

Resize Your Host Computer Image You can change the size of the image of your host desktop's image within the Universal Viewer. From the View menu, you can choose between the following options: • • •

Actual Size: Displays the actual image of the host computer desktop within the Universal Viewer. This selection may require you to scroll. Scale to Fit: Scales the host desktop's image to fit within the client computer's screen. Zoom To: Allows you to zoom the image to a setting you choose. This selection may require you to scroll.

Lock and Unlock Your Host PC with Send Ctrl-Alt-Del The Send Ctrl-Alt-Del feature can be used to unlock and lock a host computer. For more information, please see Remotely Unlock Your Host PC and Remotely Lock Your Host PC.

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GoToMyPC® User Guide

Mobile Devices iPad, iPhone and iPod touch FAQs General FAQs What is the GoToMyPC app for iPad, iPhone and iPod touch? GoToMyPC now gives you the freedom to go anywhere you choose and connect to your Mac or Windows PC directly from your iPad, iPhone or iPod touch. What can I do with GoToMyPC on an iPad, iPhone or iPod Touch? • • • • • • •

Instantly access all your files, programs and network. Connect to either a Windows PC or Mac host computer. Precisely control the mouse pointer on the host computer. Zoom up to 300%. Enjoy full keyboard functionality, including special keys like Alt, Ctrl and Tab. Multi-task by switching between the GoToMyPC app and other apps without losing your connection. However, GoToMyPC automatically disconnects after running in the background for more than 5 minutes. Access features like keyboard locking, screen blanking, multi-monitor support and more (some features may be PC only).

How much does the GoToMyPC app cost? There is no cost for the GoToMyPC app and you can easily download it from the App Store. However, you will need a GoToMyPC subscription in order to connect to your computer. Can I connect to my computer from my iPad, iPhone or iPod touch? Yes, the app allows you to connect to any host computer from an iPhone 3GS, iPhone 4, iPhone 4S, iPhone 5, iPod touch (3rd generation), iPod touch (4th generation) and an iPad. Download the free app from the App Store. See how it works: http://www.youtube.com/watch?v=97g_SPBsx28 Note: To use this free app, you must have a current GoToMyPC subscription or trial on the computer(s) you want to access. If you're not a subscriber, try it free for 30 days. Are there any additional fees for using the GoToMyPC app? The app is free, and there's no charge for connecting to your sessions. However, you will need to pay for any data charges incurred while using the GoToMyPC for iOS app. How do I download and install the GoToMyPC app for iOS devices? The GoToMyPC app is available on the App Store. From your iOS device, 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 device. What are the mandatory system requirements to connect to host computers from my iPad, iPhone or iPod touch? •

Device - iPhone 3GS, 4, 4S, 5 / iPod touch 3rd Gen+ / iPad 1, 2, 3, 4

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GoToMyPC® User Guide

• •

Operating System - iOS 4.2 or newer Remote Computer: • “Always on” Internet connection (cable, ISDN, DSL or better) • PCs: Windows® 2000 or newer • Macs: Mac OS® X v10.5 (Leopard®) or newer

Which version of GoToMyPC do I need on my computer in order to access it from my iPad, iPhone or iPod touch? Your host Mac or PC must be equipped with GoToMyPC Version 7, build 533 or above. We recommend using the latest version of GoToMyPC to benefit from new features and updates.To check what version of GoToMyPC is on your computer, click the taskbar, and then click About…

icon in the menu bar or

How do I connect to my computer from my iOS device? 1. 2. 3. 4.

Ensure that your host computer is left properly accessible. Tap the GoToMyPC icon on your iOS device and log in. You will see the list of computers associated with your account. If the computer you wish to access isn’t available, you will need to ensure that it’s turned on and has GoToMyPC installed. On the iPad, tap the Connect button next to the computer you wish to access. On the iPhone and iPod Touch, tap the computer name. Enter your access code and tap OK. Your host computer's desktop will now appear on your device's screen.

How does connecting to a session on an iPad, iPhone or iPod Touch compare with the experience on a computer? Just as on a Windows PC or Mac, you can view the list of computers and work on your host computers. However, some features are not yet available, such as copy/ paste functions, remote printing, remote sound and file transfer. Can I control my computer using my iOS device’s multi-touch gestures? Yes – you can use standard iOS device’s gestures (such as swiping, pinching and rotating). We have included 6 simple gestures to make GoToMyPC easy to use on iOS devices. To review these controls, connect to your host Mac or Windows PC, tap the arrow at the top of the Viewer window and then tap Help. What is the Precision Control feature on iOS devices? Precision Control is an on-screen mouse feature that enabled you to have precise control of your mouse on your host computer, complete with actions like right-click, left-click, hover and drag. Can I use the GoToMyPC app for iOS devices to type on the computer I'm accessing? Yes – tap the arrow at the top of the Viewer window, then tap Keyboard. You can access the keyboard immediately with a 3-finger tap.The GoToMyPC application features special keys, including Alt, Ctrl, Tab and F1 - F12, among others. You can also use keyboard shortcuts like Ctrl + C for Copy. We've even developed 2 modes for typing, so you can work the way that suits you best. Character mode: Sends one character at a time to your host computer. Tap the a button at the top-left of the keyboard to switch to this mode.

© 2012 Citrix Online, LLC. All rights reserved.

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GoToMyPCÂŽ User Guide

Preview Text mode: Allows you to type in an unlimited block of text before sending to the host computer, useful for faster typing and automatic spell checking. Tap the abc button at the top-left of the keyboard to switch to this mode. How do I send the Ctrl-Alt-Del command to my host computer? To send the command, simply open the iOS keyboard from the GoToMyPC toolbar on the top of the screen. If necessary, swipe to the special keys or turn the screen to landscape mode. Tap the Ctrl, Alt and Del keys on the keyboard toolbar one after another (not simultaneously). This will send the Ctrl-Alt-Del command just as if you were at the host Windows PC.

Can I use the GoToMyPC app for iOS devices on a 3G network? Yes, the GoToMyPC app works on 3G and Wi-Fi networks and automatically switches to a better network without disconnecting the session. It is also optimized to handle intermittent network connectivity so your session is not interrupted if you're in an area with poor reception. Can I use Siri on my iPhone 4S, iPhone 5 and iPad 3 to input text when I am connected to my host computer through the GoToMyPC app for iOS devices? Yes. To input text using Siri on your iOS device, do the following: 1. Connect to your host computer through the GoToMyPC app on your iOS device. 2. On your host computer, open a document or email and place the cursor where you want to input text. 3. Place 3 fingers on the screen simultaneously to bring up the keyboard and then tap the abc button. Your keyboard switches to Preview Text mode. 4. Tap the Microphone button at the bottom of the keyboard and start talking. Tap Done when you finish talking.

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GoToMyPC® User Guide

5. Tap the Send button on your keyboard to input the message to your document on the host computer.

Pro and Corporate FAQs Can GoToMyPC Pro and Corporate customers also use the GoToMyPC app for iOS devices? Yes. Anyone with a GoToMyPC user account and an iPad, iPhone or iPod touch can download the GoToMyPC app from the App Store. 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 the GoToMyPC app for iOS devices. However, managers can log in to www.GoToMyPC.com through Safari® on their iPad, iPhone or iPod touch to manage the account. What security features are available on the GoToMyPC app for iOS devices? GoToMyPC uses the same security features whether you are accessing your computer from an iOS 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. After logging in to GoToMyPC with your email address and personal password, you must choose which computer you wish to access and then enter a second password, the computer's unique access code. An access code is required for all connections. To provide machinelevel security, the computer's unique access code resides on the computer and is never transmitted or stored on Citrix 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.

© 2012 Citrix Online, LLC. All rights reserved.

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GoToMyPC® User Guide

• • • •

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 (authentication based on a password or PIN as well as an authenticator). As the GoToMyPC Corporate administrator, you can 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 representative.

RADIUS SecurID is not available with GoToMyPC Pro. Can GoToMyPC Corporate users use the Save Password feature on their iOS device? By default, this option is not enabled on Corporate accounts. In order to use this feature, the administrator of the account must enable this option in the Admin Center. Can I use the Client Authorization feature with iPad, iPhone or iPod touch devices? Yes. GoToMyPC Corporate customers who have client authorization enabled by their corporate administrator can allow their users to connect using an iPhone, iPad or iPod touch by entering the device’s unique ID in the Admin Center.

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GoToMyPC® User Guide

GoToMyPC App for Android FAQs For the Troubleshooting section click here.

General FAQs What is the GoToMyPC app for Android? GoToMyPC now gives you the freedom to go anywhere you choose and connect to your host computers (Mac & PC), directly from your Android tablet or phone or Kindle Fire. What can I do with GoToMyPC on an Android device? • • • • • • •

Enjoy instant access to all your files, programs and network. View the list of all your host computers. Connect to either a Windows PC or Mac host computer to access your network, programs and files. Access features like full keyboard functionality, precision mouse control and multi-monitor support. Zoom in 300% to see details. Multi-task, switching between the GoToMyPC app and other apps without losing your connection. Connect over 3G, 4G and Wi-Fi networks.

Can I use the GoToMyPC app for Android on my Android device? Yes. If you’re running Android 2.3.3 or higher, you can install the GoToMyPC app from the Google Play Store, Samsung Apps and Amazon Appstore for Android. We recommend using devices with a 1Ghz processor or higher for optimal performance. How much does the GoToMyPC app cost? There is no cost for the GoToMyPC app. You can easily download the app from the Google Play Store. However, you will need a GoToMyPC subscription in order to connect to your computer. If you’re not a subscriber, you can try GoToMyPC free for 30 days at www.GoToMyPC.com. Are there any additional fees for using the GoToMyPC app? The app is free, and there's no charge for connecting to your sessions.However, you will need to pay your Internet company for any data charges incurred while using the GoToMyPC app. How do I download and install GoToMyPC for Android on my Android device? From the Google Play Store: The GoToMyPC app for Android is available free of charge on the Google Play Store (https://play.google.com/store). From your Android device, sign in using the Google username linked to your device. Search for “GoToMyPC," select the GoToMyPC app and tap 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. From Amazon Appstore for Android: Sign in with your Amazon credentials on your Android device. Tap the Shop icon and search for "GoToMyPC" and click Go. Tap the Buy from Amazon Appstore button to view the details of the GoToMyPC app. Tap the Download button to start downloading the GoToMyPC app. The app will be automatically installed on your Android device. Tap the Open button to launch the app.

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GoToMyPC® User Guide

From Samsung Apps: Sign in with your Samsung account credentials. Tap the Samsung Apps icon on the main menu of your Android device and search for "GoToMyPC". In the results page, click the Download / Get button next to GoToMyPC. Confirm your password to begin downloading and installing the app on your Android device. Why can’t I see the GoToMyPC app in the Google Play Store? If you don’t see the app in the Google Play Store, you may not be running Android 2.3.3 or higher – the minimum system requirement needed to install the GoToMyPC app. What are the mandatory system requirements to connect to host computers from my Android device? • • • • •

Android devices running 2.3.3 or higher ARM CPU required, 1Ghz CPU or higher recommended Internet connection (WiFi or cellular 4G/3G connection) Free GoToMyPC app for Android (v1.0 or higher) Host computer must be running the GoToMyPC host software 7.0 or higher

Can I use S Pen (Stylus Pen) on my Samsung Galaxy Note II ? Yes! GoToMyPC is designed to support the use of the S Pen on your Samsung Galaxy Note II. GoToMyPC recognizes the S Pen when you remove it from its dock. This is indicated by the disappearance of the precision control mouse icon

.

You can now use your S Pen to: • • •

Jump Navigation - Hover over the screen and press and release the S Pen button to see the entire desktop. Then tap where you would like to jump to and it will zoom. Hover or Tap - Hover with the pen to show tool tips or perform other actions triggered by hovering. Use the precision of the pen to easily tap or press small items. Press and Drag - Press and hold for a moment and then drag in order to drag-select or move items.

What features are not supported by the GoToMyPC app for Android? GoToMyPC for Android currently does not support the following features: • • • • • •

Direct Connections Copy/ Paste across all applications Remote Sound Remote Printing External keyboards (i.e., Bluetooth, docks, USB) File Transfer

What is Precision Control feature on Android devices? Precision Control is an on-screen mouse feature that enabled you to have precise control of your mouse on your host computer, complete with actions like right-click, left-click, hover and drag.

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GoToMyPC® User Guide

Pro and Corporate FAQs Can GoToMyPC Pro and Corporate customers also use the GoToMyPC app for Android? Yes. Anyone with a GoToMyPC user account and an Android device running 2.3.3 or higher can user the GoToMyPC app. The app can be downloaded from the Google Play Store, Amazon's Appstore for Android and on Samsung Apps. 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 the GoToMyPC app. However, managers can log in to www.GoToMyPC.com through their Android device's browser to manage the account. What security features are available on the GoToMyPC app for Android? GoToMyPC uses the same security features whether you are accessing your computer from 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. After logging in to GoToMyPC with your email address and personal password, you must choose which computer you wish to access and then enter a second password, the computer's unique access code. 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 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 (authentication based on a password or PIN as well as an authenticator). As the GoToMyPC Corporate administrator, you can 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 representative.

RADIUS SecurID is not available with GoToMyPC Pro. Can GoToMyPC Corporate users use the Save Password feature on their Android device? By default, this option is not enabled on Corporate accounts. In order to use this feature, the administrator for the account must enable this option in the Admin Center. Can I use the Client Authorization feature with Android devices?

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GoToMyPC® User Guide

Yes. GoToMyPC Corporate customers who have client authorization enabled by their corporate administrator can allow their users to connect using an Android device by entering the device’s unique ID in the Admin Center.

Troubleshooting Why can't I use my GoToMyPC keyboard on my Samsung Galaxy 10.1 tablet running ICS (Ice Cream Sandwich)? This is a known issue. However, you can use GoToMyPC with alternate Android keyboards like Swype that can be enabled on your Android device. If your device doesn't come with the Swype keyboard installed on it, you can download the Swype keyboard on to your device. If Swype is not installed on your Android device, download and follow the instructions to install the Swype keyboard here. If Swype is installed on your Android device, enable the keyboard by going to Settings and then Language & Input. Tap Swype to enable the keyboard.

To use your Swype keyboard: 1. Select GoToMyPC from the Apps folder. 2. Tap the Email Edit box to see the default keyboard. 3. Tap the keyboard icon in the status bar and select Swype to begin using it!

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GoToMyPCÂŽ User Guide

Note: When you download and install Swype from the Swype website, it will be referred to as "Swype Beta". This keyboard is currently in trial version and you may have to register the keyboard later at the end of the trial.

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GoToMyPC® User Guide

PocketView GoToMyPC PocketView enables you to securely access your host Mac or PC from your compatible handheld device. GoToMyPC PocketView includes support for use of a stylus, scrolling, scaling, and portrait or landscape orientation. To help ensure the greatest possible usability, GoToMyPC PocketView does not include Sound, Chat, Remote Printing and File Transfer/Sync. There is nothing you need to do to enable GoToMyPC PocketView. It will be automatically selected during the connection process if you are using a device with a supported operating system to connect to your host computer. Note: PocketView is not available for Blackberry, Android or iPhone.

Accessing Your Host Mac or PC Using PocketView When accessing your host computer using a PocketView compatible device, follow the same procedure that is outlined for use with a desktop computer. To remotely access your Host Mac or PC 1. 2. 3. 4. 5. 6.

From the wWeb browser on your handheld, enter www.gotomypc.com. Enter your email address and account password and click Log In. PocketView users will need to click the Download link to begin. Select the checkbox to open the file after download. Overwrite the file if it already exists. Click Yes. When prompted, enter the host computer's access code and click OK. The host computer image will appear in the PocketView window. Congratulations! You are now connected to your host Mac or PC and are ready to start accessing all your files, applications and email as if you were sitting at your computer!

The PocketView Toolbar The toolbar appears at the top of the handheld device and enables you to quickly access common PocketView features.

The PocketView Menu To display the menu, tap the Menu option on the PocketView toolbar. To adjust host computer image size •

From the View menu, use the Actual Size, Scale to Fit or Zoom To settings.

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GoToMyPC® User Guide

To adjust host computer image orientation •

From the View menu, use the No Rotation, Rotate Left or Rotate Right settings.

To access PocketView tools •

Use the Tools menu to access Send Ctrl-Alt-Del, Preferences and PocketView Preferences.

PocketView Preferences In addition to the standard GoToMyPC Preferences, PocketView has some per-device settings in its PocketView Preferences dialog. These settings always take precedence over any settings in the general GoToMyPC Preferences. • • • • •

Initial size: The initial size may be set to Actual Size or Scale to Fit or it can start in Jump-Navigate mode in which the first tap will zoom to that point in Actual Size. Initial rotation: The initial rotation may be set to No Rotation, Rotate Left or Rotate Right Force 256 Colors (requires reconnect): Overrides host PC Color Quality preference set for True Color for improved performance. Large toolbar: Increases the size of the toolbar. Auto-hide toolbar: Hides the toolbar after each action.

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GoToMyPC® User Guide

To quickly scroll to another area on your desktop 1. 2.

Tap the Jump-Navigation button on the toolbar to temporarily put the Viewer into fit-to-screen mode so you can easily see your entire desktop. Click the part of the screen where you wish to scroll to and you will be returned to your previous zoom level, but centered at the location where you clicked.

To scroll host computer image •

Tap and hold the stylus on the edge of the screen to scroll in that direction. Scrolling will stop when the stylus is released. When dragging a selection on the host computer, if you drag the stylus to the edge of the screen, PocketView will automatically begin scrolling so that you can select nonvisible areas of the host screen.

To right-click 1. 2.

Tap the right-click mode button and the next tap will be a right-click. Or you can use the tap-and-hold gesture to perform a right-click (not all devices support this).

To move the cursor without left-clicking •

Tap the hover mode button and the next tap will only move the cursor.

To change the soft input panel •

Tap, hold and release the on-screen keyboard button to choose an input panel.

To create a shortcut to your host computer •

Choose File from the PocketView menu, then Create Shortcut (not all devices support this). The shortcut will be added to your Programs folder.

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GoToMyPC® User Guide

To disconnect a PocketView session •

Choose File from the PocketView menu, then Disconnect.

To restore PocketView (Pocket PC and Windows Mobile devices only) •

To restore PocketView after minimizing it, choose Start, then Programs and then GoToMyPC PocketView.

Note: See the GoToMyPC Features section for more information.

PocketView Usage Recommendations Choose a device that is appropriate for you: 1. 2. 3. 4.

A Pocket PC, Windows Mobile, or Windows CE device with WiFi provides the fastest access. A Pocket PC Phone Edition or Windows Mobile Phone Edition device provides access over the largest geographical area. An external or built-in keyboard is recommended if you enter text often. A Windows Mobile device with a high resolution (VGA) screen is recommended for easiest viewing.

Optimize your PocketView experience: 1. On a PC host, right-click the GoToMyPC icon on your host computer and select Preferences. Under the Host tab, turn on the following option: •

Automatically adjust the host computer's screen area.

2. From the Tools menu in PocketView, select PocketView Preferences. • •

Show the host computer's cursor. Adjust the other settings to your liking.

3. From the View menu in PocketView: • •

Set the Zoom to 75%. Select Rotate Left or Rotate Right.

4. From the File menu in PocketView: •

Create a Desktop Shortcut to your host computer.

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GoToMyPCÂŽ User Guide

Using GoToMyPC Features GoToMyPC comes with a complete set of features to help you get the most out of remotely accessing your Mac or PC. Listed below are several of the main features you'll want to try. Most of the features are accessible through the Viewer. PC users can access additional features from the icon in the Windows system tray, which is usually located in the lower-right corner of your screen near the clock. Note: If you are a GoToMyPC Corporate user, your ability to access features may be disabled by your administrator. If you are unable to access a feature, please contact your administrator for further details.

Some features are incompatible with some operating systems. Significant differences in how GoToMyPC works on a Mac platform are highlighted with this icon.

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GoToMyPC® User Guide

Mac Features and Keyboard Mapping Feature Comparison between Mac and PC Listed below is a side-by-side comparison on the features currently available for Macs and PCs. Feature

Mac Support

PC Support

Screen Sharing

Yes

Yes

End-to-end 128 bit AES encryption

Yes

Yes

User Authentication

Yes

Yes

Inactivity Timeout

Yes

Yes

Keyboard Locking & Screen Blanking

No

Yes

Cut, Copy and Paste

Yes

Yes

File Transfer

Yes

Yes

File Sync

No

Yes

Guest Invite

No

Yes

Reporting

Yes

Yes

Remote Printing

No

Yes

Sound

No

Yes

Web Shortcut

Yes

Yes

Desktop Shortcut

No

Yes

Multi-Monitor Support

Yes

Yes

24/7 Global Customer Support

Yes

Yes

Shared Access (GoToMyPC Corporate)

No

Yes

Signature Protocol (GoToMyPC Corporate)

No

Yes

RADIUS/SecurID (GoToMyPC Corporate)

No

Yes

Host/Client Authorization (GoToMyPC Corporate)

Host Only

Yes

One-Time Passwords

Viewer Only

Yes

Direct Connections

Viewer Only

Yes

Keyboard Mapping Currently the following keys are considered equivalent. Mac

Windows

Option/Alt

Alt

Command (Apple)

Windows

Clear

Num Lock

Control

Ctrl

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GoToMyPC® User Guide

Here is an example of a common keyboard activity: Desired Operation

Viewer Type (client)

Host Type

Keyboard Combination

Copy

Mac

Window

Control key + c

Copy

Windows

Mac

Windows key + c

Right-Click from a Mac Client To right-click an item on a host Windows PC from a Mac client, hold <Shift> + <Ctrl> and then click. You can also select the Set Right-click button in the Mac Viewer to set your next mouse click to be a PC right-click.

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GoToMyPCÂŽ User Guide

File Transfer File transfer enables GoToMyPC users to quickly and easily move files between the host and client computers. You can also transfer files between computers by simply dragging and dropping during a session. Remember, the host is the computer on which the GoToMyPC program is actually installed, and the client is the computer from which you are remotely accessing the host.

Transfer Files on a PC To transfer files 1. From the Viewer menu bar, select Tools and then Transfer or Sync Files. -OrClick the File Transfer shortcut in the upper right-hand corner of the Viewer window.

The File Transfer window opens. The files from your remote computer (host) are displayed in the left pane and files from your local computer (client) are displayed in the right.

2. Open the folder where you want to store the transferred files.

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GoToMyPCÂŽ User Guide

3. Select the file or folder you wish to move and click the Transfer button. Note: If you are having difficulty transferring files from Windows Vista or Windows 7, it could be that you are attempting to transfer files from a folder that requires privilege elevation. To transfer these files, first transfer them to a folder you have permission to write to, and then move them to their final destination using Windows explorer.

Drag and Drop Files between PCs To drag and drop files 1. 2.

Select the file you want to move and hold down the left mouse button. Drag the file from the original location to the new location on the other computer.

Note: Ensure that you are actually dragging the file from the Viewer window to your client computer (or vice versa) and not just moving the file around within the same window. Note: If you are having difficulty finding the files to send, or finding the files you sent, this is likely due to the use of a user profile, which most often occurs with Windows 2000. You will need to look for the appropriate folder within your user profile. Windows 2000 users can find the folder at C: Documents and Settings/Your User Name/Desktop

Transfer Files on a Mac Files transfers can be completed from either the Mac menu bar or the GoToMyPC Viewer. To transfer a file from the menu bar 1. 2. 3.

From the menu bar select Tools and then File Transfer. Select whether you want to send a file to or receive a file from your host computer. Browse to the folder where the file is located, select the file and initiate file transfer by pressing either Send or Receive.

To transfer files with the GoToMyPC Viewer 1. 2. 3.

Click the File Transfer button from the Viewer. Select whether you want to send a file to or receive a file from your host computer. Browse to the folder where the file is located, select the file and initiate file transfer by pressing either Send or Receive.

Note: Files can also be transferred while in full-screen mode by expanding the GoToMyPC menu bar at the top of the screen.

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GoToMyPC® User Guide

File Transfer Progress and File Canceling The progress of the file transfer is displayed at the bottom of the viewer window. (a) In full-screen mode, the file transfer status can be displayed by hovering over the grab-tab at the bottom of the screen.

The file transfer can be canceled by clicking the Cancel button next to the progress indicator. (b) The file transfer can also be canceled by clicking the Cancel File Transfer option from the File Transfer menu. This is useful while in full-screen mode.

Note: The file transfer is automatically canceled if the user ends the session, logs off or performs a fast user switch on the host.

Locating a Transferred File Once a transfer completes, the location of the transferred file is displayed at the bottom of the Viewer. The destination folder can also be opened by clicking the Show in Finder/ Explorer button (a) at the end of the message. By default, transferred files are saved in the Downloads folder of the destination computer.

Note: In Windows XP and earlier, if the Downloads folder does not exist, the transferred file is saved on the Desktop of the destination computer. The location of the file is always displayed at the bottom of the viewer and clicking on the "Show in Finder/ Explorer" icon can open the folder. Note: The file transfer does not overwrite any files. If a file with the same name exists in the destination folder, the transferred file is renamed by appending a number at the end (e.g. Technical Overview-1.ppt). Note: The file transfer menu option and the icon are disabled if the user locks the screen of the host computer or logs off the host computer.

Remember: • • • •

Only one file can be transferred at a time. While folders cannot be transferred, a folder can be zipped into a single file and then transferred. In full-screen mode, a file transfer can only be canceled from the menu option. In full-screen mode, the "Show in Finder/ Explorer", option is not available.

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GoToMyPCÂŽ User Guide

File Sync The File Sync feature enables Windows PC users to easily synchronize a folder's content between the host and client computers. File Sync is bi-directional, meaning files are transferred in either direction until both sides match. When files with the same name exist on both ends, you have the option to copy the newer file, copy the older file or skip the file.

This feature is not available for Mac computers.

Synchronize Folders To synchronize folders 1. From the Viewer menu bar, select Tools and then Transfer or Sync Files. -OrClick the File Transfer button in the upper right-hand corner of the Viewer window.

The File Transfer and Sync window opens. The files from your remote computer (host) are displayed in the left pane and files from your local computer (client) are displayed in the right.

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GoToMyPC® User Guide

2. In the Host pane, browse to the folder you want to sync. Repeat in the Client pane. 3. Click Sync Views. The File Transfer and Sync window opens. 4. Indicate how you prefer GoToMyPC to handle different files with the same name and click Continue to begin synchronization.

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GoToMyPCÂŽ User Guide

Repeat a Recent File Sync The Repeat a Recent File Sync shortcut displays a list of the last 3 file syncs, which saves you the step of navigating to the individual folders on your host and client computers. To repeat a recent file sync 1. From the Viewer menu bar, choose Tools and then Repeat a Recent File Sync. 2. Select a folder pair from the 3 most recent file syncs. 3. Confirm the folder locations and indicate how you prefer GoToMyPC to handle different files with the same name. 4. Click Continue to begin synchronization.

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GoToMyPCÂŽ User Guide

Remote Sound The Remote Sound feature allows PC users to enjoy one-way sound from their host PC to their client PC. Adjustments to your in-session sound settings can be made directly from the Viewer window or in your GoToMyPC preferences. This feature is not available for Mac computers.

To modify your sound preferences 1. 2. 3.

Click the Sound button in the upper right-hand corner of the Viewer window. Select Sound Settings from the menu. From the Sound tab, modify your sound settings as desired and click OK.

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GoToMyPC® User Guide

Sound Preferences When My Session Starts: • • •

Turn Off Sound: Select this option to optimize performance. Use Low Quality Sound: Enables lower quality sound for better performance. Use High Quality Sound: Select this option if you intend to listen to music.

Note: Sound is not available with the Universal Viewer.

Sound Options: • • •

GoToMyPC will transmit sound from: Select your preferred audio source or let GoToMyPC detect the source automatically. Automatically disable sound if my Internet connection is slow: This option automatically disables the Sound feature if a slow network connection is detected. If the network performance improves, you will need to manually enable the Sound feature. Mute speakers while in-session: Leave this option checked for in-session privacy.

Please see Troubleshooting Sound Issues for more information on the Remote Sound feature.

Note: If you are listening to music from your host PC, be sure to stop the music before disconnecting your session. After disconnection, the music will no longer be muted and could be heard by anyone close to your host PC.

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GoToMyPC® User Guide

Direct Connections The Direct Connections feature can improve in-session performance by making a connection directly between your client computer and your host computer, allowing the majority of the screen-sharing and other in-session data to bypass the GoToMyPC communication servers.

Direct Connection Options There are 3 settings for the Direct Connections feature, and in all cases the communication is secured by GoToMyPC's end-to-end encryption. •

Allowed between Any Two Computers: A direct connection is attempted between the client computer and host computer, even if it must traverse firewalls or NAT devices between the computers. If a direct connection can't be established, then the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data. Only Allowed within Your Network: A direct connection is attempted between the client computer and the host computer, but it does not attempt to traverse firewalls or NAT devices, so it works only if both computers are on the same LAN or have public IP addresses. If a direct connection can't be established, then the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data. Not Allowed: A direct connection is not attempted, and the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data.

Note: Enabling Direct Connections may result in additional prompts from software firewalls because GoToMyPC listens for inbound connections. For security, GoToMyPC only listens for inbound connections while attempting a direct connection during a session and stops listening as soon as the direct connection has been established. The user needs to unblock GoToMyPC in the software firewall for the direct connection attempt to succeed, but the session will continue (by using the GoToMyPC communications servers) even if the direct connection does not. When Direct Connections is disabled, GoToMyPC uses only outbound connections to its communication servers. Not all firewalls and NAT devices can be traversed to create a direct connection. For more information, visit our technology page.

The Direct Connections feature does not currently support direct connections between 2 Mac computers. However, Mac clients can establish direct connections with host PCs.

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GoToMyPC® User Guide

Enable Direct Connections To manage the Direct Connections feature 1. 2. 3.

icon in your system tray and select Preferences. From your host PC, right-click the Under the Connection tab, set your Direct Connections preferences. Click OK to save your selection.

Note: If you're updating your preferences while remotely connected to your host PC, the update takes effect during your next session. Note: If you are a GoToMyPC Corporate account user, your Direct Connections feature may be disabled by your GoToMyPC account administrator. Please contact your account administrator for further details.

Current Status The Current Status section notifies you of the status of the direct connection: • • • • •

Not In Session: The host is not being remotely accessed by a remote client at this time. Establishing: The host is attempting to establish a direct connection which typically takes about 30 seconds. Connected to Another Computer: A successful connection between the host and client has been made, even though they are in different networks (e.g., one computer is in office and the other at home). Connected within Your Network: The host and client are successfully connected within the same network (e.g., both the computers are within the same office network). Disabled: The host and client are successfully connected through a GoToMyPC communication server and not through a direct connection.

Direct Connections and Firewalls While establishing a direct connection, you may receive one or more alerts from your client and/or host's firewall. Since you are establishing an encrypted connection with a trusted application, we recommend you allow the GoToMyPC Viewer prompts to run on the client and the host. For more information on firewalls, please check with your firewall provider or review the Firewalls and GoToMyPC section.

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GoToMyPCÂŽ User Guide

Session Performance While remotely connected to your PC, you can review your session performance and see tips for improving the performance. This feature is not available for Mac computers.

Note: GoToMyPC will automatically disable the Aero Glass Windows theme to maintain optimal performance.

To view your session performance In the GoToMyPC Viewer window, select Help and then Session Performance. The Session Performance window opens.

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GoToMyPCÂŽ User Guide

Guest Invite The Guest Invite feature enables PC users to invite other PC users to view the host computer's desktop. This feature can only be used while you are physically present at your host PC. The Guest Invite feature is only available from PC to PC.

To invite a guest to your host PC 1. Right-click the

system tray icon and select Invite Guest to PC.

2. Type in the email address of the guest you want to invite. 3. Add to or customize the message that will be sent to your guest (optional). 4. From the drop-down menu, select the time when the invitation will expire. 5. Click Send.

6. When prompted, enter the email address and password you use to log in to GoToMyPC. 7. Click OK. Your invitation is sent to your guest via email. 8. Click OK to close the send notification. Note: You must be at your host PC to invite a guest to connect to it. After you send an invitation, you can check the time left on the invitation or cancel it by right-clicking the system tray icon and selecting Guest Invited. Invited guests will not be able to accept invitations from the Mac Viewer.

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GoToMyPCÂŽ User Guide

Connect to an Invited Guest To accept the invitation, your guest will need to click the activation link included in the invitation email. If your guest accepts within the time you allotted, you receive a Guest Arrived notice. To connect with the guest on your host PC 1. 2. 3.

In the Guest Arrived window, select whether to give your guest view-only access or full remotecontrol access to your computer. If you do not want your guest to hear the sound on your PC, uncheck the Sound box. Click OK. A chat box appears on your desktop, and your guest can now view your desktop through a Viewer window on his or her desktop.

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GoToMyPC® User Guide

Change Guest Access You may change your guest's access or disconnect the session at any time. To modify guest access from your host PC 1. 2.

Right-click the system tray icon and select Guest Connected. Select the desired level of access or disconnect the session.

Chat The Chat feature enables you to communicate with a guest you have invited to your computer. Simply enter your message into the text-entry field and click Send or press the Enter key on your keyboard. The chat dialog is automatically displayed once your guest connects. To open a Chat dialog •

From the Viewer window menu bar, select Tools, and then Chat. The chat box will appear on both your desktop and your guest's.

To end Chat •

Click

in the upper-right corner of the chat dialog.

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Drawing Tools in Guest Session The Drawing Tools feature enables you and your guest to draw or highlight on the screen for greater communication. Note: The Drawing Tools feature is only accessible while connected to a guest.

To use a drawing tool icon in the system tray and select Drawing Tools. Your guest 1. From your PC, right-click the can also access drawing tools from his or her Viewer window by clicking the Drawing Tools button in the upper right-hand corner.

2. Select your desired tool and click and drag to draw on the screen.

To erase drawings •

With one of the drawing tools enabled, right-click the screen and select Erase All Drawings. This will erase your drawings but keep you in the drawing mode.

To end drawing mode •

Press the Escape key or right-click the screen and select Mouse Pointer from the Drawing Tools menu.

Note: If you are a GoToMyPC Corporate account user, Drawing Tools may be disabled by your GoToMyPC account administrator. Please contact your account administrator for further details.

Transfer Files Using the Transfer Files feature, you can transfer files from your computer to a specific folder or location on your guest’s computer. To transfer files between your computer and your guest's computer 1. In the Viewer menu, select Tools and then Transfer or Sync Files. -Or•

Click the File Transfer button in the upper-right corner of the Viewer window .

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The File Transfer and Sync window opens. Files on your computer (host) are displayed in the left pane, and files on your guest's computer (client) are displayed in the right pane.

2. Browse to the folder on your guest's computer where you want to store the transferred files. 3. Select the file or folder you wish to send and click Transfer File. You can also drag and drop the desired files across the computers.

Sync Files The File Sync feature enables PC users to easily synchronize a folder's content between your computer and your guest’s while in-session. To synchronize folders 1. In the Viewer menu, click Tools and select Transfer or Sync Files. -Or•

Click the File Transfer shortcut button in the upper-right corner of the Viewer window

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The File Transfer and Sync window opens. Files on your computer (host) are displayed in the left pane, and files on the guest's computer (client) files are displayed in the right pane.

2. In the Host pane, browse to the folder you want to sync. Repeat in the Client pane. 3. Click Sync Views. The File Sync window opens. 4. Indicate how you'd prefer GoToMyPC to handle different files with the same name and click Continue to begin synchronization.

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Cut/Copy and Paste This feature enables you to cut/copy and paste text between the host and client computers. The Cut/Copy and Paste feature has a text-only maximum capacity of 32-Kb of data. To move larger files, whether text or graphics, use the File Transfer feature. Mac and PC clipboards are compatible during your remote sessions so you can always use your favorite application's built-in cut/copy and paste commands to manage text.

To cut/copy and paste between computers 1. On either computer, highlight and then cut/copy the desired text. 2. On the other computer, place your cursor where you want the new text to appear, and Paste. The new text appears where you indicate. Note: If the new text does not appear, the size of the material which was cut/copied may be too large for the Cut/Copy and Paste feature to handle. Try a drag and drop transfer (clicking on a file and dragging it between PCs) or the File Transfer feature to move the material to the destination computer, and, if necessary, edit the data in its new location. This is particularly useful when working with large graphic files.

Copy Command Keyboard Shortcuts Keyboard shortcuts for the copy command are supported on both the host and client computers while in session. However, there are some differences between the Mac and PC keyboards depending on the host.

Keyboard Shortcuts for the Copy Command Mac Host Mac Client Command - c PC Client

PC Host Control - c

Windows Key - c Ctrl - c

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Desktop Shortcut The Desktop Shortcut feature adds a shortcut to your desktop that enables fast and easy access to your host Mac or PC. This feature is convenient for users who frequently use the same client computer to access the same host computer. The shortcut saves time by directing you to the Enter Access Code window, bypassing the usual browser/password login page. To create a desktop shortcut on a client PC 1. 2. 3. 4. 5.

Log in and remotely connect to your host Mac or PC from the client PC on which you want to create the desktop shortcut. From the Viewer window, select File, and then Create Shortcut to "Host Computer Name." Click Yes to authorize creation of a desktop shortcut. Enter your account password and click Continue. Click OK. A desktop shortcut will be created on your client computer desktop.

Note: The first time you use a shortcut from a client computer, you will be required to authenticate your account by entering your email address and password. If this first log-in is successful, subsequent uses of Desktop Shortcut on the client computer will not require authentication. Note: The Create Shortcut option on the File menu will not be visible when a guest is connected to your PC during a Guest Invite session so that guests cannot create shortcuts from their computers to yours. Note: You can revoke all shortcuts associated with your host Mac or PC by clicking the Options link on the My Computers page. Note: The desktop shortcut can be copied or moved to another location on your client computer but not to another Mac or PC.

To access a computer using a desktop shortcut 1. From the desktop of your client computer, double-click the GoToMyPC shortcut icon. 2. When prompted, enter the access code for your host PC. The GoToMyPC connection begins.

To revoke all desktop shortcuts to your host Mac or PC 1. 2. 3.

Log in to www.GoToMyPC.com and view the My Computers page. Click the Options link next to the host Mac or PC on which you wish revoke all desktop shortcuts. Click Revoke.

Note: If you are a GoToMyPC Corporate account user, your ability to use this feature may be disabled by your GoToMyPC account administrator. Please contact your account administrator for further details.

To create a web shortcut on a client PC 1. 2. 3.

Log in to www.GoToMyPC.com and view the My Computers page. Click the Options link next to the host Mac or PC on which you wish to create a web shortcut. Click Shortcut to create a bookmark in your browser.

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To create a web shortcut on a Mac client 1. 2. 3.

Log in to www.GoToMyPC.com and view the My Computers page. Click the Options link next to the host Mac or PC on which you wish to create a web shortcut. The shortcut URL displays. Select and copy (from your keyboard, +c) the newly created URL.

5. In your web browser, open the bookmarks menu and create a new bookmark using the newly created URL. To create a desktop shortcut on a Mac client 1. 2. 3.

Create a web shortcut for the host Mac or PC. In your web browser, open the bookmarks menu. Click and drag the newly created shortcut to your desktop.

Note: The first time you use a shortcut from a client computer, you will be required to authenticate your account by entering your email address and password. If this first login is successful, subsequent uses of Desktop Shortcut on the client computer will not require authentication.

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Reconnect GoToMyPC warns you if a session is about to be disconnected due to inactivity. When prompted, click Keep Active to keep the session active or click Disconnect Now to end the session. If your session times out, you can begin a new session by clicking Reconnect from the Inactivity window. If you used the Desktop Shortcut feature to begin the session, you will be directed to the Enter Access Code window. PC users can modify their time-out setting in Security Preferences.

This feature is not available to Mac users.

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Remember Me The Remember Me feature provides fast and easy access to your GoToMyPC account. By setting a cookie on a trusted computer, your browser will bypass the log-in screen and send you directly to the My Computers screen, where you can manage your account settings and start a GoToMyPC session. You will be still prompted for your computer's access code upon connection. For security reasons do not use this feature on a shared or public computer. To enable Remember Me 1. 2. 3. 4. 5. 6.

While being physically present at you host Mac or PC, log in to your GoToMyPC account at www.GoToMyPC.com. Click the My Account link in the left-navigation bar. Under User Information, enter your password. Select the check box for Remember Me. Click Save Changes. in the upper-right corner of the browser Without logging out, close your browser by clicking window.

Note: Cookies must be enabled on your browser for the Remember Me feature to work. (Please see your browser's Help file for directions on how to enable cookies.)

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To disable Remember Me 1. 2. 3. 4. 5.

While being physically present at you host Mac or PC, log in to your GoToMyPC account at www.GoToMyPC.com. Click the My Account link in the left-navigation bar. Under User Information, enter your password. Uncheck the check box for Remember Me. Click Save Changes.

Note: If you are a GoToMyPC Corporate account user, your ability to access features may be disabled by your GoToMyPC account administrator. If you are unable to access a feature, please contact your account administrator for further details.

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One-Time Passwords One-Time Passwords (OTPs) offer an additional level of security that can protect you while you are using public terminals that may have keyboard loggers or other keystroke-capture hardware or software installed. Our One-Time Passwords system ensures that a discovered password is useless to the person who discovers it. One-Time Passwords are a combination of 6 words that are generated in a numbered list. Once you've enabled One-Time Passwords, you will be prompted to enter one after you enter your access code each time you access your host PC. Note: Your administrator may require that you use One-Time Passwords. The One-Time Passwords feature cannot be used in conjunction with the Share Access feature.

Mac users can access Host PCs with One-Time Passwords enabled. The One-Time Password feature is not currently available on Mac hosts.

To enable One-Time Passwords 1. While physically present at your host PC, right-click the system tray icon Preferences.

and select

2. Under the Authentication tab, click Enable OTPs. 3. Select the number of One-Time Passwords to generate (min. of 10, max. of 99) and click OK.. 4. Enter the access code for your host PC and click OK.. 5. Select a font size and click Print.

6. Verify your list of One-Time Passwords has printed and click Close.

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You will be prompted to enter a One-Time Password the next time you access your host PC from a client computer. To access your Host PC using One-Time Passwords 1. Go to www.GoToMyPC.com and log in to your account. 2. Click the Connect button next to the computer your wish to access. 3. If prompted, click Yes or Grant to download the GoToMyPC Viewer. 4. When prompted, enter the host PC's Access Code and click OK. 5. When prompted, enter one of your 6-word One-Time Passwords and click OK.

To generate a new list of One-Time Passwords 1. From your host PC, right-click the Passwords.

system tray icon and select Generate One-Time-

2. Select the number of One-Time Passwords to generate (min. of 10, max. of 99) and click OK. 3. Enter the access code for the host PC and click OK. The new list of One-Time Passwords generates. 4. Select a font size and click Print. 5. Verify that your list of One-Time Passwords has been printed and click Close. Note: You can generate a new list of One-Time Passwords at any time while you still have OTPs available. Should you use all your OTPs before generating a new list, you will have to return to your host PC to generate a new list or to disable One-Time Passwords.

To disable One-Time Passwords 1. While physically present at your host PC, right-click the Preferences.

system tray icon and select

2. Under the Authentication tab, click Disable OTPs. 4. Click Yes on the warning dialog box. 5. On the Change Access Code dialog box: a. Enter your old access code.

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b. Enter your new access code. c. Confirm your new access code. d. Click OK. 6. On the GoToMyPC Corporate Preferences dialog box, click OK. Note: To help protect your security, you will be required to change your access code for your host PC anytime you disable the use of One-Time Passwords.

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Access Activity Report The Access Activity Report allows you to view your account's connections for a selected day. The report will tell you the source of the connection, the time it occurred, the client IP, the type of access and the duration of the connection. Note: GoToMyPC Corporate and GoToMyPC Pro administrators can run Activity Detail reports for a selected date range.

To view the Access Activity Report 1. 2. 3. 4.

Log in to your GoToMyPC account at www.GoToMyPC.com. Click My Computers and then Access Activity in the left-navigation bar. Select the desired date. Click View Access Activity.

In-Session Reboot (GoToMyPC Corporate Only) The In-Session Reboot feature enables you to remotely reboot your host computer and log back in with your Windows login credentials. This is exclusive to accounts that have the Shared Access feature enabled. Your administrator must enable the In-Session Reboot feature at the user or group level in the GoToMyPC Administration Center.

This feature is not available for Mac computers.

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Host Authorization (GoToMyPC Corporate only) Your administrator can require you to request authorization for your host PC before you can set up and remotely access that host PC. Authorization requires that you send your host PC's MAC address and C: drive serial number to your administrator. This feature is not available for Mac computers

To authorize your host PC for a new host PC 1. 2.

Install GoToMyPC Corporate on the PC you wish to remotely access. Once complete, a confirmation window will open with the MAC address and C: drive serial number. Copy the information and email it to your administrator. Your administrator will authorize your host PC and notify you when authorization is complete.

To authorize your host PC for an existing host PC 1. 2. 3. 4.

icon in the system tray and select While physically present at the host PC, right-click the Preferences. Under the Host tab, click Authorization ID. The Host Authorization Identification dialog box opens. Copy the MAC address and C: drive serial number and email it to your administrator. Your administrator will authorize your host PC and notify you when authorization is complete.

Client Authorization (GoToMyPC Corporate only) Your administrator can require you to request authorization for your client computer before you can use it to access your host PC. Authorization requires that you to send your client computer's MAC address and C: drive serial number (or 11/12-digit alphanumeric serial number for iOS and Android devices) to your administrator. To authorize a client computer 1. From your client computer, log in to your GoToMyPC Corporate account and connect to your host PC. Upon connection, a notification dialog box will open with the MAC address and C: drive serial number. 3. Copy the information and email it to your administrator. Your administrator will authorize your client computer and notify you when authorization is complete. To authorize an iOS or Android device 1. From your iOS or Android device, open the GoToMyPC app and connect to your host PC. 2. An "Access Denied" message will open with the 11 or 12-digit alphanumeric serial number.

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3. Send the serial number to your administrator. Your administrator will authorize your device and notify you when authorization is complete.

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RADIUS Integration (GoToMyPC Corporate only) If you are a GoToMyPC Corporate user, your administrator may configure your GoToMyPC Corporate account to integrate with RADIUS. RADIUS is a two-factor authentication method based on something you know (a password or PIN) and something you have (an authenticator), providing a more robust level of user authentication. Use of RADIUS will prompt you to enter your RADIUS credential (PIN and tokencode) after your access code each time you access the host PC. Note: RADIUS Integration is only available if your administrator has required the use of RADIUS. This option will not appear to users who are not configured to use RADIUS.

The RADIUS feature is only available on host PCs. However, RADIUS authentication is available from your iPad and Mac clients.

To configure RADIUS on your host PC 1. While physically present at your host PC, right-click the Preferences.

system tray icon and select

2. Under the Authentication tab, click Configure RADIUS. The Configure RADIUS window opens. 3. Under RADIUS serves, enter the RADIUS server hostname or IP address and click Add. 4. Enter your RADIUS user name (name of the user in the RADIUS database). 5. Enter the RADIUS encryption key (provided by the system administrator). 6. Click Test Configuration. 7. When finished with configuration and testing, click OK.

Note: Before you can configure your host PC with RADIUS, your administrator must enable the option. Your administrator may choose to configure your host PC for you.

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To connect to your host PC with RADIUS 1. Log in to www.GoToMyPC.com. 2. From the My Computers page, select the computer you want to access and click Connect. 3. If prompted, click Run, Always, Allow or Trust to download the GoToMyPC Corporate Viewer. 4. When prompted, enter your access code and your RADIUS credentials ( your PIN and token code) and click OK. You are now connected to your host PC and ready to start accessing all your files, applications and email as if you were sitting at that computer! To disable RADIUS 1. While physically present at your host PC, right-click the Preferences.

system tray icon and select

2. Under the Authentication tab, click Disable RADIUS. 4. On the Change Access Code dialog box: a. Enter your old access code. b. Enter your new access code. c. Confirm your new access code. d. Click OK. 6. On the GoToMyPC Corporate Preferences dialog box, click OK. Note: You cannot disable the use of RADIUS unless your administrator has turned off the requirement to use RADIUS.

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Remote Printing The Remote Printing feature allows PC users to easily print files on the host computer to their local printer. This feature is not available for Mac computers.

There are 2 remote printing options: • •

GoToMyPC Printer: This feature is the most convenient option and is recommended for most jobs. From the Print window, select the GoToMyPC Printer and print as you normally would. Your file will be automatically redirected to your local computer's default printer. Manually Enable a Local Printer : For jobs that require prevision printing, you can manually enable a specific printer. To do so, you must configure the local printer with the host computer during a remote session or while at the host computer.

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GoToMyPC Printer The GoToMyPC Printer automatically detects the printers available to your client computer and directs the print job to the local default printer. To print a remote file to your local printer 1. 2. 3.

From your application's File menu, select Print. Verify that the GoToMyPC Printer is selected in the Print window. Click OK. Printing will begin at your local computer's default printer.

Print to a Different Local Printer You can easily switch between local printers while in a remote session. To switch local printers during a remote session 1. From the GoToMyPC viewer, select the File menu and then click Select GoToMyPC Printer.

2. From the drop-down list, select the printer you would like to use. 3. Return to the file in the remote application and print with the GoToMyPC Printer. Your file will now be directed to the printer you selected..

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Manually Enable a Printer To manually enable a specific printer, you must first ensure the same printer driver is installed on both the host computer (the computer you remotely access) and the client computer (the computer you use to access the host). Afterwards, you must add the printer you wish to enable to your host computer's list of recognized devices. To install a printer driver 1. On your client computer, click Start > Control Panel > Devices and Printers. 2. Right-click the printer you would like to manually enable and select Printer Properties.

3. Under the Advanced tab, note the printer driver.

4. On your host computer, go to the manufacturer website for your client computer's printer and locate your driver. If you are asked to select the operating system for the driver, select the operating system of your host computer.

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5. Ensure that the print driver you plan to download matches or most closely matches the existing print driver on the client computer. In the example below, both drivers are designed to work with the HP Laserjet P1006, but the two drivers are not identical, which may prevent successful remote printing.

6. Download and install the driver on your host computer following the manufacturer’s setup instructions.

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Examples: HP and Brother driver download pages To add a local printer to your host computer's list of recognized devices 1. On your host computer, right-click the select Preferences.

icon in the system tray of your remote desktop and

5. Select the Printing tab and then click Add Printer. The Add Printer wizard opens.

3. Click Add a local printer. 4. Ensure "Use an existing port" is checked and then select GoToPort from the drop-down menu.

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5. Click Next. The list of printers appears.

6. Select the manufacturer and model of your printer and click Next. Note: If the printer driver you downloaded did not come with installed software, you may have to locate the setup file that is needed to complete the installation. Click Have Disk and locate the folder where you downloaded the driver files to. Select the appropriate setup file and continue with the installation.

7. If the printer you select already has a driver installed, choose which version you would like to use and click Next.

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If a driver is not installed, enter the name of the printer you are installing and click Next.

8. When prompted about print sharing, check "Do not share this printer" and click Next.

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9. If this is your main printer, check "Set as the default printer" if this is to be your main printer. 10. Click Print a test page to ensure that the printer works properly.

11. Click Finish.

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Your printer is not set up to work with GoToMyPC. As a best practice, we recommend that you also disable bidirectional support from manually enabled printers. If you are still having trouble enabling your printer, please see Troubleshooting.

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Manually Enable a Printer - Troubleshooting and Best Practices Ensure that you can print locally from your client computer Try to print a job on your client computer before attempting to print remotely through GoToMyPC. If printing is not working locally, printing a remote file with GoToMyPC will not work. Please refer to your printer's support site for troubleshooting steps. Turn off bidirectional support Bidirectional printing is a feature that allows communication between a computer and a local printer. It is used to communicate printer status, ink levels and job information. Your local printer is not physically connected to your host computer when remotely printing; therefore, bidirectional communication isn't necessary, and we recommend that you disable this function. 1. Open Devices and Printers from the host computer's control panel. 2. Right-click the manually enabled printer and select Printer Properties.

2. Select the Ports tab. 3. Uncheck the box for "Enable bidirectional support". Click Apply, and then OK. 4. Try printing the job again.

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Change the print processor of your manually enabled printer While the print driver default settings are usually recommended, modifying your manually enabled printer can help resolve issues. 1. Open Device and Printers from the host computer's control panel. 2. Right-click your manually enabled printer and select Printer properties.

3. From the Advanced tab, click Print Processor.

4. Change the print processor to WinPrint and the default data type to RAW.

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Clear out stuck print jobs from your printer queue If a print job gets stuck, it must be canceled before a printer can accept additional jobs. 1. Open Printers and Faxes from the host computer's control panel. 2. Right-click the manually enabled printer and select See what's printing.

3. From the View menu select Refresh to confirm the pending documents have been cleared. If you are still having issues with stuck print jobs, you can restart the Print Spooler. To restart the print spooler 1. Click the Windows Start icon

and type services.msc in the search field. Press Enter.

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2. Scroll through the list of Windows services and select Print Spooler. 3. Click Restart at the top left.

4. Reopen the Devices and Printers control panel. 5. Right-click the problematic printer and select Cancel All Documents. This should now clear out any stuck print jobs. Ensure that the downloaded print driver on the host matches the existing print driver on the client computer In the example below, both drivers are designed to work with the HP Laserjet P1006, but the two drivers are not identical. If you are still having issues after manually enabling a printer, check the manufacturer's page and attempt to get the driver that most closely matches the driver of the printer you are using at your client computer.

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Print Troubleshooting and FAQs I print to the GoToMyPC printer, but it still doesn't print out on my computer Try and print a job on your client computer before attempting to print remotely through GoToMyPC. If printing is not working locally on your client computer, GoToMyPC remote printing will not work. The GoToMyPC Printer uses a universal print driver that works with most printers. Your printer, however, may require you to install a matching print driver on your host computer in order to process print jobs sent by a remote printer. Please see our article on manually enabling a printer for assistance. I am having a hard time manually enabling a printer Our article on manually enabling a printer will give you some basic steps. Please refer to Manually Enable a Printer - Troubleshooting and Best Practices for additional help. I manually enabled a printer, but I still can't get remote printing to work There may be a few more adjustments to make in the printer properties of the printer you set up. Please see Manually Enable a Printer - Troubleshooting and Best Practices for some additional help. My GoToMyPC printer is missing The GoToMyPC Printer should be available whenever you are remotely connected to your host computer. It disappears when your session is over. If the GoToMyPC printer does not appear in your list of printers when you are connected your host computer, you may need to reinstall the GoToMyPC software. Please click here for some troubleshooting. The color or alignment on my print jobs is off For precision printing, manually enable the client computers printer. Please see the section on manually enabling a printer for details. I am unable to print to my Dell or Lexmark printer from my client computer It is recommended that you use the GoToMyPC Printer with Dell and Lexmark printers instead of a manually enabled printer. You may also need to change the data type for your printer to accept remote print jobs. 1. Click Start > Control Panel > Devices and Printers. 2. Right-click the Lexmark or Dell printer you plan to use and select Printer Properties. 3. Select the Advanced tab and then click Print Processor.

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4. Select NT EMF 1.008 as your default data type. 5. Click OK. Note: Changing the default data type to NT EMF 1.008 should allow you to use the GoToMyPC Printer for remote printing, but it could impact your regular print projects. If you notice subtle differences in the color output or have problems with special print features, you will need to change the default data type back to LEMF.

I was trying to set up a remote printer and now I've lost my connection. Some printers require a host computer reboot upon setup. This requires the GoToMyPC startup preference to be set to start automatically. Before you begin setting up remote printing, make sure GoToMyPC will start up automatically. 1. Right-click the

icon in the system tray of your host PC and select Preferences > Host.

2. Under Start GoToMyPC, check "Automatically". If your preference was set to start GoToMyPC manually, and the printer you were setting up required a reboot, your connection will have been lost and the printer installation will have to be repeated. You must physically go to your host computer and reboot. The instructions for that are: 1. Click Start > Control Panel > Devices and Printers. 2. Right-click the printer you were enabling and select Remove Device. 3. Restart the printer setup process. I am not sure which options to select in the Printer Setup Wizard during the printer setup process. Read and follow the tips in the GoToMyPC Printer Setup Wizard window or see Manually Enable a Printer. I can't find my printer manufacturer, printer or printer driver in the Printer Setup Wizard process. Windows does not have all printer drivers pre-loaded in its database. You must download and install the printer driver yourself from the manufacturer's website, and then select the Have Disk option in the Printer Setup Wizard when prompted for the manufacturer and printer. I can't get GoToMyPC to recognize the printer driver. Try following these steps:

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1. While remotely connected to the host computer, download the driver for the client printer from the manufacturer's website. 2. Install the driver on the host computer. When prompted for the printer port, keep the default selection. 3. Once the installation is complete, navigate to Start > Control panel > Devices and Printers. Right-click the newly installed printer and click Printer Properties. 4. Select the Ports tab. In the list of ports, select GoToPort and click OK. 5. From the GoToMyPC Viewer menu, select Tools > Preferences > Printing. Find the new printer, listed as GoToMyPC Printer and print from the client computer. I downloaded and installed the printer driver and completed the setup process, but it prints incomprehensible text. The host computer may not be set up with the same printer driver as the client computer. Make sure both models match and that you have the correct driver version for your operating system. I clicked the print icon on the toolbar of my application but it did not print to the client printer (or printed to the host). The GoToMyPC Printer may not be selected as the default printer while in session. Change the Printing Preferences so the GoToMyPC Printer is automatically set as the in-session default printer. If you do not want the GoToMyPC Printer to be the default while in session, you will need to select the GoToMyPC Printer each time you print from your application’s print window. I get the following error message when trying to print: Could not print. GoToMyPC printing is only available while in session with printing enabled.

There is a problem with your GoToMyPC printing components. We recommend you contact Global Customer Support for assistance with this issue. However, if you would like to resolve this yourself, please follow the steps below: 1. From your host computer, download the GoToMyPC Installer and uninstall GoToMyPC. When finished, reboot your computer.

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2. Reinstall GoToMyPC using the same installer. 3. Give your host computer the same nickname and access code. 4. When notified that you already have a computer registered under your account with the same nickname, click Yes to reassign it. 5. Connect to your host computer and try printing remotely. 6. If you receive the same error message, please contact Global Customer Support for assistance. The Printer Setup Wizard is asking me to plug in my printer. While installing your client computer's printer driver on the host computer, you may be prompted to plug in the printer. Since this isn't possible, do not click Cancel. Instead, leave the screen open on your computer and follow the steps below.

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1. Right-click the icon

in host computer's system tray and select Preferences.

2. Select the Printing tab and click Add Printer.

3. From the Add Printer Wizard, locate your printer from the printer list and finish the installation of the print driver. I downloaded the drivers for my printer but still don't see my printer. Most print drivers are not automatically installed once downloaded from the manufacturer's website. You must manually install the driver yourself.

1. Right-click the icon

in your host computer’s system tray and select Preferences.

2. Select the Printing tab and click Add Printer. 3. Follow the Add Printer Wizard instructions. When prompted to locate your printer model, click Have Disk and browse to the folder where you downloaded the driver files.

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Note: The required file is commonly named autorun.inf.

4. Locate the appropriate file and click Open and then OK. 5. In the Add Printer Wizard, select your printer from the list and click Next. You should now be able to finish the manual printer installation.

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I get the following error message when trying to add the .inf setup driver: The setup location does not contain information about your hardware. This happens when the Add Printer Wizard fails to install the selected .inf setup file, which can be due to an incorrect driver. Verify the driver from the manufacturer's website, keeping in mind that drivers may differ between 32 and 64 bit versions of Windows. Some print drivers include several .inf files. If the first fails, direct the Add Printer Wizard to a different .inf file.

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The GoToMyPC Printer is missing from my list of printers The GoToMyPC Printer uses a universal printer driver that enables convenient printing from a variety of printers. The GoToMyPC Printer is only available while you are remotely connected to your computer via GoToMyPC. It will disappear when your session is over.

If the GoToMyPC Printer is missing from your list of printers while you are connected to your host computer, you can either manually enable a printer or reinstall the GoToMyPC software. A manually enabled printer allows you to print remotely with a specific printer model. If you use GoToMyPC remote printing with multiple printers then you may want to reinstall GoToMyPC to bring back the GoToMyPC Printer. Please click here for assistance with manually setting up a printer. To reinstall GoToMyPC and the GoToMyPC Printer 1. Go to the host computer you want to access remotely and log in with administrative privileges. 2. Download the GoToMyPC Installer. 3. Run the GoToMyPC Installer. When given the option to update your GoToMyPC software, select "Update" and click Next.

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4. Click through the installation prompts. 5. Once finished, remotely connect to your host computer. See if the GoToMyPC Printer is listed when you are remotely connected to your host computer. If the above steps do not bring back the GoToMyPC Printer, or if you are having persistent issues with the GoToMyPC Printer, please contact Global Customer Support for assistance.

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Managing Your Computers Add or Remove a Host Mac or PC You can add, remove and reinstall existing GoToMyPC seats at any time, which gives you the flexibility to rotate hosts on your account. If you want to add to or reduce the total number of seats, see How to Change Your GoToMyPC Plan. To add or reinstall a host Mac or PC on your account 1. 2. 3. 4.

Go to the Mac or PC you want to install GoToMyPC on. Log in to your account at www.GoToMyPC.com. Click Add Computer and then click the Install GoToMyPC. Follow the normal installation process and register your host computer.

Note: Your ability to add computers will depend upon the plan you have purchased or, if you are a GoToMyPC Corporate user, the number of computers your administrator has authorized.

To remove a host Mac or PC from your account 1. 2. 3.

Log in to your account at www.GoToMyPC.com. On the My Computers page, click the Options link next to the computer you wish to remove. Click Remove.

You can now uninstall GoToMyPC from your computer just as you would any other application (This can be done at any time.) Note: You can add and remove host computers as often as you wish. You may also want to consider upgrading your account to allow for a greater number of PCs to be permanently available to you. If you are a GoToMyPC Corporate user, you cannot delete a Shared Access host computer if it is shared with another user. Contact your administrator to remove all shared-access users so that you can delete your host computer.

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Revoke Desktop Shortcuts Desktop Shortcuts are a great way to save time and quickly begin a remote GoToMyPC session. If at any time your desktop shortcut(s) are unneeded or left on an unsecured PC, then you can easily revoke them online. To revoke all desktop shortcuts to your host computer 1. 2. 3.

Log in to your account at ww.GoToMyPC.com. On the My Computers page, click the Options link next to the computer you wish revoke desktop shortcuts for. Click Revoke.

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Move Your Host Mac or PC To move your GoToMyPC seat from one computer to another, you will need to delete the current host computer from your GoToMyPC account and uninstall the GoToMyPC software manually from your computer. To move your GoToMyPC seat to a new computer 1. Log in at www.GoToMyPC.com. 2. On the My Computers page, click the Options link next to the host computer you want to remove.

3. In the Options section, click Remove and then OK.

4. Uninstall GoToMyPC from your computer just as you would any other application. 5. Go to the new computer that you would like to install GoToMyPC on and log in at www.GoToMyPC.com. 6. On the My Computers page, click Add Computer and then Install GoToMyPC.

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Move Host Computers between Accounts To move a host computer from one account (e.g., personal plan) to another account (e.g., corporate plan), you will need to uninstall and reinstall the GoToMyPC software on each computer you wish to move. To move a registered computer to another account 1. 2. 3. 4. 5.

Log in to your original account at www.GoToMyPC.com. On the My Computers page, click the Options link next to the host computer you wish to remove; and then click Remove. Uninstall GoToMyPC from your computer just as you would any other application. Log into your new account at www.GoToMyPC.com. From the My Computers page click Add Computer and then Install GoToMyPC.

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Change Your Host Computer's Nickname You can change your host computer's nickname at anytime. To change your host computer's nickname 1. 2. 3.

Log in to www.gotomypc.com. ON the My Computers page, click the Options link next to desired computer. In the Nickname field, type in the new nickname and click Rename.

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Change Account Password For maximum security, we recommend that you change your account password regularly. Your account password must contain at least 8 characters and include both letters and numbers. Note: If you are a GoToMyPC Pro or Corporate user, your administrator may require you to change your account password on a regular basis.

To change your account password 1. Log in to your account at www.GoToMyPC.com. 2. In the left-navigation bar, click the My Account link.

3. In the User Information section, enter your current password. 4. Enter your new account password and then re-type it below. 5. Click Save Changes.

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Change Your Access Code Your access code is a unique password that you create when you set up each of your host computers. It is stored only on your computer and never transmitted over the Internet. For security reasons it is important that your access code be different from your account password (which is the password you use to log in to the GoToMyPC website). If you do not know your access code, you must be physically present at your host computer to reset it. Note: If you are a GoToMyPC Pro or Corporate user, your administrator may require you to change your access code on a regular basis.

Change Your Access Code on a Mac or PC To change your host computer access code If you know your current access code, then it can be changed either during a remote GoToMyPC session or in person. icon in your Mac menu bar or right-click the 1. On your host computer, click the PC system tray and select Change Access Code.

icon in the

2. On the Change Access Code screen, enter your old access code and your new access code twice.

3. Click OK to complete the change. If you do not remember your access code, click the Forgot your access code? link on the Change Access Code screen for further instructions.

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Shared Access (GoToMyPC Corporate only) Shared Access is a feature available only on GoToMyPC Corporate accounts. If your company account is enabled with shared access, your administrator may give access rights to other users - usually those who manage your PC. For example, your company's IT specialist may use GoToMyPC Corporate to remotely maintain your PC. If your administrator has enabled shared access to your PC, you will: • •

Receive an email from GoToMyPC Global Customer Support notifying you that your administrator has enabled shared access on your PC with at least 1 other user. Be asked to provide the additional user with your access code. After the other user logs in to your PC, we recommend that you change your access code.

This feature is not available for Mac computers.

Access Codes for Shared Users When a secondary user is granted access to a host PC, he or she inherits the owner's original access code. The secondary user will use this access code even if the owner changes his or her access code afterward. If the original access code is forgotten by both the secondary user and the owner, then the administrator will need to revoke the original invitation and grant a new one so that the secondary user can inherit the new access code. If the secondary user has physical access to the host PC, he can change the access code by following the steps described in the Forgot Your Access Code section. Note: If a shared access user fails to log in after 3 attempts, all users who have access to that PC will be locked out. Contact your administrator to unlock the PC.

If you have any questions about shared access to your PC, please contact your administrator.

In-Session Reboot The In-Session Reboot feature enables you to remotely reboot your host PC and log back in with your Windows login credentials. This feature is exclusive to accounts that have the Shared Access feature enabled. Your administrator must enable the feature at the user or group level in the GoToMyPC Administration Center.

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What a Host Computer You're Not Accessing Is Labeled "In Session" If one of your computers is labeled as "In Session" on the My Computers page, one of these conditions may be the reason: • • •

You have not reloaded the My Computers page since you last connected to your host Mac or PC. Click the browser refresh. The host computer has not yet sent notification to the Citrix servers that it is no longer in session. Wait a few minutes and reload the My Computers page. You are on a GoToMyPC Corporate account with Shared Access enabled and the PC is currently being accessed by another user. If you click the Connect button, you will disconnect the other user. If you have any questions about shared access to your PC, please contact your administrator.

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Reinstall GoToMyPC If for any reason the GoToMyPC software on your host computer is deleted or corrupted, you can easily reinstall GoToMyPC at any time. To reinstall GoToMyPC on the same host computer 1. 2. 3. 4. 5.

Log in to your account at www.GoToMyPC.com. If you see the Install GoToMyPC button, click the button to reinstall. If you see your computer list, click the Options link next to the name of the host Mac or PC you wish to reinstall on. Click Remove and then OK. On the My Computers page, and click Add Computer and then Install GoToMyPC. For detailed instructions on setting up a computer please see Set Up a Host Computer.

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Setting Preferences GoToMyPC has several options that can be configured to suit your personal needs. • • • • • • • •

Host: Customize how the GoToMyPC service starts and runs Viewer: Change the way your Viewer window is displayed Performance: Adjust the speed, color quality and display settings to best suit your needs Sound: Optimize your session for system sounds or music depending on your sound card, personal preferences and the speed of your network connection. Security: Customize security options for your host computer. Authentication: Configure settings for the host computer access code, One-Time Passwords (OTPs) and RADIUS integration. Printing: Add or delete printers for remote printing. Connection: Configure the Direct Connections feature, and if directed to by sa ervice agent, test the status of your host computer connection.

To set preferences 1. Right-click the

icon in the system tray of the host PC and select Preferences.

- Or In the Viewer window, select Tools and then Preferences. 2. Select the appropriate tab for the settings you want to customize. 3. Adjust your preferences. 4. Click OK. Note: Your preferences may be affected by the type of operating system you are running and the type of rights your user account allows. Grayed-out options are not available for selection with your operating system or for the rights assigned to your computer profile.

Setting preferences for Mac computers is not available at this time.

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Host Preferences The Host Preferences enables you to customize how the GoToMyPC service starts and runs. Start GoToMyPC: •

Automatically: Start GoToMyPC when you start your computer (recommended) or log in (optional for users with administrative rights). If you uncheck the box, GoToMyPC will start only when you launch the application directly.

Desktop options while connected: • • •

Automatically adjust host screen area for best full-screen viewing: When possible, resizes the host PC screen resolution to best match the client computer resolution. Disable sleep mode on host computer: Disables sleep mode so the host computer remains accessible. Show host PC cursor: Makes both the host and client cursors visible.

Desktop Notifications (Personal and Pro only): •

Enabled: Displays product upgrades, information, news and discounts regularly on your desktop. Uncheck the box to disable this feature. For more information see Desktop Notifications.

Host Authorization (GoToMyPC Corporate only): •

Authorization ID: Provides the host PC MAC address and C: drive serial number for use when authorization is required by administrators.

Note: MAC addresses cannot be used for authorization when either the host PC or client computer connects to the Internet via a dial-up modem. Alternatively, use the C: drive serial number. Note: Your preferences may be affected by the type of operating system you are running and the type of rights your user account allows. Grayed-out options are not available for selection with your operating system or for the rights assigned to your computer profile.

Setting preferences for Mac computers is not available at this time.

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Viewer Preferences The Viewer preferences enable you to change the way your Viewer window is displayed. Screen size: • •

Start Host desktop in: • Full-screen mode: Opens the host desktop in a maximized window. • Window mode: Opens the host desktop in the Viewer window. Show Host screen: • Actual size: Displays the desktop image at its full resolution (may require scrolling in the Viewer). • Scale-to-fit: Shrinks the desktop image to fit within the Viewer.

Viewer options: • • • •

Show update regions: Provides an outline around the area of the screen that is redrawn when your Viewer refreshes its image. Dim Viewer when inactive: Dims your Viewer window whenever you switch to your local client desktop. Copy/Paste between computers: Enables you to cut, copy and paste text between your computers. Pass Windows keys to host: Enables special keys (Windows key, Print Screen) and combinations (Alt-Tab, Alt-Shift-Tab) to work for to the host PC when pressed. Note: This feature is not available from the Universal Viewer.

Select Viewer color: Changes the color of your Viewer window.

Note: Your preferences may be affected by the type of operating system you are running and the type of rights your user account allows. Grayed-out options are not available for selection with your operating system or for the rights assigned to your computer profile.

Setting preferences for Mac computers is not available at this time.

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Performance Preferences The Performance preferences enable you to adjust the speed, color quality and display settings to get the performance level that best suits your needs. Color Quality: • •

True Color: Displays the desktop in 24-bit color for better appearance. 256 Colors: Displays the desktop in 8-bit color for better speed.

Performance: • •

Better Speed: Move the slider to the left to disable settings that hinder performance. The disabled settings will be displayed in the bottom pane. Better Appearance: Move the slider to the right to enable settings that improve appearance.

Performance History: •

Click the Performance History link to review current and historical session performance and improvement tips.

Note: Your preferences may be affected by the type of operating system you are running and the type of rights your user account allows. Grayed-out options are not available for selection with your operating system or for the rights assigned to your computer profile.

Setting preferences for Mac computers is not available at this time.

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Sound Preferences The Sound preferences optimize your session for system sounds or music depending on your sound card, personal preferences and the speed of your network connection.GoToMyPC supports one-way sound from your host PC to your client PC. When My Session Starts: • • •

Turn off Sound: Disables any sounds form your host PC to optimize performance. Use Low Quality Sound: Reduces the sound quality for better performance. Use High Quality Sound: Optimizes the sound quality. Select this option if you intend to listen to music from your host PC.

Sound options: • • •

GoToMyPC will transmit sound from: Enables you to select your preferred audio source or let GoToMyPC detect the source automatically. Automatically disable sound if my Internet connection is slow: Turns off all sounds from the host PC if a slow network connection is detected. If the network performance improves, you will need to manually enable the Sound feature. Mute speakers while in-session: Disables your host PC's speakers.Leave this option checked for in-session privacy.

Note: If you are listening to music from your host PC, be sure to stop the music before disconnecting your session. After disconnection, the music will no longer be muted and could be heard by anyone close to your host PC.

Setting preferences for Mac computers is not available at this time.

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Security Preferences The Security preferences enable you to configure additional security settings. Security Features • •

Lock host computer upon disconnection: Automatically locks the host computer when you end your GoToMyPC connection. Blank out screen while connected: Turns the entire screen of the unattended host PC green while you are remotely connected.

Note: Hardware limitations with your video card may prevent screen blanking on multiple monitors.

• •

Lock host keyboard and mouse: Prevents others from using your host mouse or keyboard while you are remotely connected. Viewer Security Time-Out: Enables you to set the amount of time in minutes before the Viewer window times out if no mouse or keyboard activity is detected. You may set up to 30 minutes.

Note: To maximize your security, we recommend that you enable all security settings.

Setting preferences for Mac computers is not available at this time.

If no mouse or keyboard activity is detected on your Mac for 30 minutes the Inactivity Time-Out feature will automatically disconnect your session. GoToMyPC Corporate can set the inactivity time-out for longer than 30 minutes.

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Authentication Preferences The Authentication preferences enable you to configure settings for the host computer access code, OneTime Passwords (OTPs) and RADIUS integration (GoToMyPC Corporate only). If you are a GoToMyPC Corporate account user and the Shared Access feature is turned on by your administrator, you can view information on your host PC's accessibility. Access Code All users are required to have an access code for each host computer. The access code is only stored on the host computer and is never transmitted over the Internet. •

Change Access Code: Enables you to change your access code for the host computer. You can also click the Forgot the Access Code? link to reset your access code. You must by physically present at the host computer to reset it

One-Time Passwords A secondary authentication method One-Time Passwordsrequire you to enter a combination of 6 words in addition to your access code before you can access your host computer. • •

Enable OTPs: Turns on the requirement to use One-Time Passwords. Generate OTPs: Generates a new list of One-Time Passwords.

Note: To disable One-Time Passwords, you must be physically present at your host computer, because you will have to change your access code. If you are a GoToMyPC Corporate user, the One-Time Passwords feature will not be available to you if your administrator has enabled Shared Access on your host computer..

Configure RADIUS (GoToMyPC Corporate only) You or your administrator to can configure our host PC to communicate with the RADIUS servers. You'll need to know your RADIUS server name, RADIUS user name and RADIUS encryption key. Note: This option will not appear to users unless your administrator has required the use RADIUS.

Shared Access (GoToMyPC Corporate only) If you are a corporate user and your administrator has enabled Shared Access on your host computer, this section displays the PC name and the number of users who have access to it.

Setting preferences for Mac computers is not available at this time.

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Printing Preferences The Printing preferences enable you to add or delete printers for Remote Printing. GoToMyPC Printers All local printers currently configured to accept print jobs from your host computer are displayed in a list. • • •

Set the selected printer as the default: Designates a printer as the default choice when printing. Delete Printer: Removes a local printer from the list of configured printers. Add Printer: Opens the Windows Add Printer Wizard for configuring a local printer to work with your host computer. For more information, see Manually Enable a Printer

Setting preferences for Mac computers is not available at this time.

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Connection Preferences The Connection preferences enable you to configure your direct connection and, if directed to by a service agent, test the status of your host computer connection. Connection Test To ensure a valid connection test, we advise that you refrain from testing your connections unless a GoToMyPC customer-support representative directs you to perform the connection test. •

Test Connection: Attempts to communicate with GoToMyPC servers to verify connectivity issues.

Direct Connections The Direct Connections feature can potentially improve in-session performance by making a connection directly between your client computer and your host computer, allowing the majority of the screen-sharing and other in-session data to bypass the GoToMyPC communication servers but remain secured by GoToMyPC’s end-to-end encryption. See Direct Connections for more information. •

Allowed between Any Two Computers: Attempts a direct connection between the client computer and host computer, even if it must traverse firewalls or NAT devices between the computers. If a direct connection can't be established, then the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data. Only Allowed within Your Network: Attempts a direct connection between the client computer and the host computer without traversing firewalls or NAT devices. This setting only works if both computers are on the same LAN or have public IP addresses. If a direct connection can't be established, then the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data. Not Allowed: Disables direct connection attempts, and the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data.

Setting preferences for Mac computers is not available at this time.

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Desktop Notifications (GoToMyPC and GoToMyPC Pro) What are Desktop Notifications? Desktop Notifications provide simple and effortless access to complimentary Citrix software upgrades, information, news and discounts you may be eligible for. Desktop Notifications deliver information right to your desktop, allowing you to safely receive important product information that is relevant to you. Desktop Notifications are sent only by Citrix as a service to our customers.

How does it work? Occasionally when you are connected to the Internet, Desktop Notifications will automatically communicatewith Citrix servers to see if there are any new messages for you. If there is a message on the server, Desktop Notifications will display the message on your computer screen. On a PC, Desktop Notifications can be enabled from the Host Preferences window.

This feature is not available for Mac computers.

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Firewalls and GoToMyPC Firewalls are a popular and effective security option designed to block unauthorized outgoing and incoming communications with your computer. Some firewalls require additional steps to authorize trusted applications like GoToMyPC. If you have a firewall and are experiencing connection difficulties, follow the instructions below to reconfigure firewall. Note: The GoToMyPC components need to be admitted through three ports: 80, 443 and 8200. One-way TCP connectivity is needed (TCP outbound). Please visit our IP Range Fact Sheet for more information.

To configure a firewall on the host computer Configuring your firewall for GoToMyPC generally requires two steps: Step 1: Grant permission in your firewall program When you first install GoToMyPC on your host computer, GoToMyPC attempts a secure connection with the Citrix communication servers. This connection process could trigger firewall alerts that will prompt you for action. 1. 2.

If you receive a firewall alert, select the check box to Remember this answer each time I use this program. Click Yes to enable GoToMyPC to access the Internet.

If your firewall does not automatically ask to allow GoToMyPC to access the Internet, you may have to enable it manually. • • • • •

McAfee firewalls Norton firewalls CA firewalls Kaspersky firewalls Additional Resources

Step 2: Navigate and accept the GoToMyPC components • •

Windows 2000 and XP Vista and Windows 7

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Locate Your GoToMyPC Files for Firewall Permissions If you experience connection difficulties, then you may need to configure your firewall to accept the following GoToMyPC components. These GoToMyPC files must be granted permission in your firewall's settings. g2comm.exe

g2simpleft.exe

g2fileh.exec

g2pre.exe

g2host.exe

g2processfactory.exe

g2mainh.exe

g2vistahelper.exe

g2printh.exe

g2tray.exe

g2svc.exe

gopcsrv.exe

g2audioh.exe

To locate GoToMyPC files on a 32-bit version of Windows Note: Most versions of Windows are 32-bit, including newer models like Windows 7 and Vista. If you cannot locate the files using these steps, please follow the steps for a 64-bit version of Windows below.

1. Open your firewall and locate the permission settings feature. 2. Navigate to the GoToMyPC files. a. Open My Computer. b. Double-click (C): Local Disk.

c. Double-click Program Files.

d. Double-click Citrix.

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e. Double-click GoToMyPC.

These are the required files for GoToMyPC.

3. Set permissions to accept all the GoToMyPC components in your firewall's settings.

To locate GoToMyPC files on a 64-bit version of Windows Note: If you cannot locate your files using this path, you may have a 32-bit version of Vista or Windows 7. In that case, please refer to the directions above.

1. Open your firewall and locate the permission settings feature. 2. Navigate to the GoToMyPC files. a. From the Windows Start menu, click Computer.

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b. Double-click (C): Local Disk.

c. Double-click Program Files (x86).

d. Double-click Citrix.

e. Double-click GoToMyPC.

These are the required files for GoToMyPC.

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3. Set permissions to accept all the GoToMyPC components in your firewall's settings.

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Using GoToMyPC with a Client Computer Firewall GoToMyPC provides a secure connection to your host computer from a client computer using temporary, downloadable software, which can make configuring GoToMyPC with firewalls difficult. If a client computer remains stuck on Initializing connection with your host computer, then you may be experiencing this issue. Try these sto resolve your client computer connectivity issue:

Use the Universal Viewer The Universal Viewer is a lighter version of GoToMyPC compatible with all operating systems but without full functionality. Please review the Universal Viewer section for more information. To begin a session with the Universal Viewer 1. From the GoToMyPC website, log in to your account. 2. If you have multiple accounts associated with one email address, choose the account you want to access and click Go. 3. Choose the PC you want to connect to and click the Connect button. 4. On the connection status page, click Use the Universal Viewer. The Universal Viewer will begin loading. Note: You must install and enable Java in your browser to use the Universal Viewer.

Use another computer To eliminate the possibility that the connection problem is an account-related issue you can start a GoToMyPC session from another client computer. If the problem seems limited to one computer, then it may be related to your security software. If GoToMyPC connects successfully, attempt to enable your firewall with GoToMyPC by following the instructions below.

Enable your client computer's firewall with GoToMyPC Your security software should allow you to create an exception for GoToMyPC. Although, GoToMyPC is downloaded to a location of your choice, the software runs from a temporary location on your computer. Note: Some firewalls may allow a connection if you create an exception for the downloadable file gotomypc-start.exe, regardless of whether g2viewer.exe has also been exempted.

To enable your client computer's firewall with GoToMyPC 1. From the GoToMyPC website, log in to your account. 2. If you have multiple accounts associated with one email address, choose the account you want to access and click Go. 3. Choose the PC you want to connect to and click the Connect button. 4. On the connection status page, click the manually download GoToMyPC link. 5. Run gotomypc-start.exe.

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6. Open Windows Explorer and type %temp% into the address bar. 7. Open the most recently updated G2_### folder (g2viewer.exe should be within the folder). 8. Note the file path (C:\Users\(your user name)\AppData\Local\Temp\G2_570 or similar). 9. Open your firewall software and use the file path to navigate to and authorize the temporary file g2viewer.exe to complete the exception. Update your security software If you are using older security software, we recommend that you update it with the most recent version from its manufacturer. GoToMyPC periodically releases updates for both host and client software. You may need to update your security software to the appropriate version provided by your manufacturer in order for it to recognize newer versions of the GoToMyPC software. Contact Global Customer Support if you need additional assistance.

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Enabling GoToMyPC with McAfee Anti-virus Software If your computer is protected by McAfee and you are experiencing connection issues then your firewall may be preventing a connection. To safely configure your firewall please locate your version of McAfee below and follow the instructions. If after following these instructions you still have firewall related issues, then McAfee Support may be able to provide assistance. McAfee Total Protection 1. Right-click the McAfee Total Protection icon in your system tray (usually the bottom right of your screen.)

2. Click Open McAfee Total Protection. 3. Click Firewall. (a) 4. Click Settings.(b)

5. Scroll down until you see Citrix Online Communications (c), select it and then click Edit. (d)

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6. Set Access to Full. (e) 7. Click Save. (f)

8. If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files, and add them using these steps. McAfee Security Center 1. Right-click the McAfee Security Center icon in your system tray (normally the bottom right of your screen).

2. Click Open Security Center. 3. Click Internet & Network. (a) 4. Click Configure. (b)

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5. Click Advanced. (c)

6. Click Program Permissions. (d) 7. Scroll until you find GoToMyPC Communications (e), select it, then click Allow Access. (f) 8. Click Apply. (g)

9. If you cannot find GoToMyPC in the list of programs, click Add Allowed Program, navigate to the files, and add them using these steps. McAfee Total Protection Service 1. Right-click the McAfee Total Protection Service icon in your system tray (normally the bottom right of your screen) and click Open Console.

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2. Click Action Menu and then select View Application List (a) from the drop-down menu.

3. Locate GoToMyPC Communications in the list of programs, click the adjacent box (b) to select it and, then click Approve.(c)

4. If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files, and add them using these steps.

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Enabling GoToMyPC with Norton Anti-virus Software If your computer is protected by Norton and you are experiencing connection issues then your firewall may be preventing a connection. To safely configure your firewall please locate your version of Norton and follow the instructions. If after following these instructions you still have firewall-related issues, then Norton Support may be able to provide assistance.

Since the release of GoToMyPC version 7.0, many users have reported issues with older versions of Norton and Symantec security software. If you have a Norton or Symantec product from 2006 or earlier on either your host or client computer, GoToMyPC may not be able to connect. IF you experience problems, we do not recommend attempting to configure these types of security software to allow GoToMyPC connections. Citrix recommends that you either upgrade to the current version of your Norton or Symantec security software or use a free alternative such as Microsoft Security Essentials. Norton Internet Security 2010 1. Open the Norton Internet Security console. 2. On the Network tab, click the Settings (a) button.

2. Scroll down to Smart Firewall and then click Configure (b) next to Program Control.

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3. Find GoToMyPC Communications, select Allow (c) from the drop-down menu and click Apply. (d)

4. If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files and add them using these steps. Norton Internet Security 2007 1. Open the Norton Internet Security 2007 console and then click the Settings tab. 2. Click Personal Firewall and then click Configure. (a)

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3. Click Program Control (b) in the left menu. 4. Scroll to and select Citrix Online Communication. 5. Click Modify. (c) 6. Select a rule (d) and then click Modify. (e)

7. Set to Allow Connections to and from This Computer and then click OK. (f)

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8. Repeat steps 6 and 7 for each rule listed. 9. Click Apply. 10. If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files, and add them using these steps. Norton 360 3.0 1. Open the Norton 360 3.0 console. 2. Click the PC Security tab. 3. Click Manage Firewall. (a)

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4. Scroll down to GoToMyPC Communications, select Allow (b) from the drop-down menu and click Apply. (c)

5. If you cannot find GoToMyPC in the list of programs, click Add, navigate to the files, and add them using these steps. Finding your Norton or Symantec Security Software version With most versions of Norton or Symantec security software, you must open the program to see the version you have.

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With some Symantec products, you can find the version number by right-clicking the system tray icon and click About.

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Enabling GoToMyPC with CA Anti-virus Software If your computer is protected by CA and you are experiencing connection issues, then your firewall may be preventing a connection. In order to use GoToMyPC without disabling your firewall, follow these steps. If after following these instructions you still have firewall- related issues, then CA Support may be able to provide assistance. CA eTrust Threat Management 1. 2. 3. 4. 5. 6. 7. 8. 9.

Open eTrust Threat Management. Click eTrust PestPatrol. (a) Click Settings. (b) Click Exclusions. (c) Click Paths.(d) Click Add. (e) Browse to the Citrix program folder. Click OK. Click Apply. (f)

CA Internet Security Suite 1. Double-click the CA icon in the system tray (normally the bottom right of your screen).

2. Click My Computer. 3. Click Update Settings. (a)

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4. Scroll down and uncheck Use advanced heuristic scanning. 5. Scroll to Advanced Threat Exclusion. 6. Click Browse. 7. Click Paths. 8. Navigate to the Citrix program folder and exclude it from scanning. 9. Click Apply to save changes. 10. Uncheck Auto-scan and On-Demand. (b) 11. Click Apply. (c)

12. Click Scan. 13. Click View Scan Results. (d). You should see the files for GoToMyPC listed.

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14. Click View Quarantine. 15. Check the box for GoToMyPC. (e) 16. Click Exclude. (f) 17. Uncheck the Auto-scan and On-demand boxes and then click OK. 18. Check the box for GoToMyPC. 19. Click Restore. (g)

20. Perform another scan. There should be no threats detected. 21. Check to see that the GoToMyPC files are still in the Citrix program folder. 22. Reboot and ensure that GoToMyPC is still installed on your computer. You are now ready to use GoToMyPC with your CA Internet Security Suite firewall.

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CA Security Center CA Security Center has multiple components. Depending on what you have enabled, you may have to configure your Anti-Virus, Anti-Spyware, and Personal Firewall components to allow GoToMyPC to function on your host computer.

Anti-Virus 1. 2. 3. 4. 5. 6. 7. 8.

Open CA Security Center. Click the arrow icon to the right of CA Anti-Virus. (a) Click Options. (f) To the right of On-demand scanner, check the boxes under Clean and Quarantine and then click Modify. (d) In the window that opens, click Add. Click Browse, browse to the Citrix program folder and exclude it from scanning. Click OK. If Real-time Scanner is enabled, repeat steps 4-7. (e)

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Anti-Spyware 1. 2. 3. 4. 5. 6. 7. 8. 9.

Open CA Security Center. Click the arrow icon to the right of the CA Anti-Spyware . (b) Click Advanced Settings. Click Options. (m) To the right of On-demand scanner, check the box under Quarantine and then click Modify. (n) Click Browse. Navigate to the Citrix program folder and exclude it from scanning. Click Close. Repeat steps 5-8 for the Real-time scanner. (o)

Personal Firewall 1.

Open CA Security Center

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2. 3. 4. 5. 6. 7. 8. 9.

Click the arrow icon to the right of CA Personal Firewall. (b) Click Firewall. (g) Select g2viewer.exe (j) and then click Edit. (h) The Configure Application Rules window opens. Click Add. Click the Expert Rules tab. (i) Under Protocols and Ports, select TCP UDP ALL from the drop-down menu, check the Enable Rule box, and name the rule NAT1. Repeat steps 4-7 for g2comm.exe. (k) Try logging in to GoToMyPC.

If you still cannot log in 1. 2.

Click the Privacy tab. (l) Turn off all components within the privacy window by moving their sliders down to Off.

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Enabling GoToMyPC with Kaspersky Anti-virus Software If your computer is protected by Kaspersky and you are experiencing connection issues then your firewall may be preventing a connection. To safely configure your firewall please follow the instructions. If after following these instructions you still have firewall-related issues, then Kaspersky Support may be able to provide assistance. Kaspersky Anti-Virus 2010 1. Open Kaspersky Anti-Virus 2010. 2. Click Settings in the top right. 3. Under Options, select Threats and exclusions. (a) 4. Under Exclusions, click Settings.... (b)

5. Click the Trusted applications tab. 6. Click Add and browse to the GoToMyPC program folder. 7. Check all of the boxes for exclusions (c) and click OK. (d)

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Additional Firewall Resources If you have firewall questions for a specific vendor that were not covered in our firewall section then please contact your provider. AVG Contact (support requires payment) Configuration information Avira Firewall Contact Configuration information Bit Defender Contact (requires an account) Configuration information Note: Please refer to pages 222-226 of Bitdefender Internet Security on configuring the firewall. ESET Contact Configuration information Trend Micro Call 800-864-6027 Configuration information Note: Although the instructions refer to an email program, they guide you to the program permissions where you can adjust the settings for GoToMyPC. VIPRE Call 877-673-1153 Configuration information Webroot Contact Configuration information Zone Alarm Contact Configuration information Note: Click Knowledge Base, then search "How do I change settings for individual programs in ZoneAlarm?"

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Security Tips GoToMyPC provides stringent built-in security features so that you can confidently access your PC from anywhere. For added security, here are a few things you can do. 1. Keep your password and access code secure •

• • •

Maintain strong password security to protect your GoToMyPC account and host PC. Don't share your password with anyone, and change your password regularly. PC users can change your access code from the host by right-clicking the system tray icon and selecting Change Access Code. Mac users should click the icon in the Mac menu bar and select Change Access Code. When choosing your passwords, do not use common or easily guessed words. For the highest level of security, keep your account password and host computer access code different. When using shared or public computers, do not use the GoToMyPC Remember Me feature to log in automatically. Additionally, do not use your web browser's auto-complete feature. Use the One-Time Passwords feature for additional protection when traveling and using public terminals. 2. Protect your host computer when remotely connected

• • •

Use the Blank Host PC Screen feature to prevent someone at your host computer from viewing your activity. Use the Lock Host Keyboard and Mouse feature to prevent others from using your host computer mouse and keyboard when you are remotely connected. Set the Viewer Security Time-Out feature to 10 minutes or earlier to minimize the chance of someone accessing your host if you step away from your client computer. The default is 15 minutes of inactivity for PC users and 30 for Mac users.

Note: These preference settings are not currently available for Mac users.

3. Use safety features when inviting guests • •

Choose the expiration period for each invitation so you know when to be available for your guest to arrive. The invitation expires if the guest does not connect to your host PC within your designated period, so your guest cannot attempt to connect when you are away from your computer. Choose the level of access to grant your invited guests. To limit a guest's access to your computer, grant view-only control. Alternatively, you can allow full control of your keyboard and mouse. 4. Completely disconnect

• • • •

Make sure to completely disconnect when you are finished by closing the Viewer and logging out of the GoToMyPC website. Do not leave the client computer while you are remotely connected to your host Mac or PC. Close any sensitive documents or programs before you disconnect. Set GoToMyPC to automatically lock your host computer when you end your session. This prevents someone at your host PC from using your computer after you have disconnected. PC users can enable this feature from the Security tab of GoToMyPC Preferences.

Note: Although GoToMyPC has built-in protection features, your best protection is to simply not give out or compromise your username, password or computer access code!

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Protecting the Data Stream during a Session GoToMyPC uses built-in 128-bit AES encryption so that all your data - including screen images, file transfers, keyboard strokes, mouse input and chat text - is fully encrypted from end-to-end. The encryption key is unique for each connection and is based on the host computer access code and a random bit sequence. The access code is neither stored on your host computer nor transmitted or stored on Citrix servers. For this reason, it is impossible, even with the most sophisticated devices, to intercept the data necessary to decode the encryption. This ensures that transmissions cannot be hacked or compromised in any way.

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FAQs General FAQs Can multiple accounts be set up on one host computer? No. If a computer is already registered to one account as a host and another user wants to add that same computer as a host onto their account, the first account will be overridden. In other words, the most recent user who added that computer to their account will have sole access. I have two computers under my GoToMyPC account. Can I access both my computers at the same time? Yes. To do this, wait for a connection to be established on one computer and then go back to the My Computers page and connect to the other computer. Note that you may experience an increased lag time due to the multiple connections. What's the difference between my account password and my access code? Your account password enables you to log in at www.GoToMyPC.com. This is useful for changing settings or other account management preferences. Your access code is the password that lets you access your host Mac or PC remotely. You are prompted to enter your access code after you've logged in to your account. The two 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. If you routinely access the same host computer from the same secure client, you can save time and bypass the account password with the Desktop Shortcut feature. What's the difference between a host and client computer? Your host is the computer that you're connecting to remotely. It is called the host computer because it is the PC or Mac that is hosting the actual GoToMyPC program. The client computer is the PC or Mac that you are sitting in front of to remotely access the host. It is called the client computer because it runs a GoToMyPC client downloadable file from the web rather than the program itself. What are my subscription options once my GoToMyPC personal plan expires? You can manage your GoToMyPC subscription online and pre-select what happens to your account when your current plan expires. To modify your selection, log in to your account at www.GoToMyPC.com and select My Account from the top-left-navigation menu. Next, select Billing Info and then scroll down to Subscription Options. From here you can select whether the account should be renewed or canceled at the end of your current plan. Can I cancel my GoToMyPC personal account online? Yes. To cancel your service, please log in to your account at www.GoToMyPC.com. Select My Account and update your subscription options on the Billing Info page. You can also call Global Customer Support toll-free at 1 888 259 3826. If you are calling from outside the United States or Canada, please use one of our international telephone numbers. Because GoToMyPC is a pre-paid service, your service will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again. Depending on the timing of your credit card billing cycle, your final charge may appear on your next statement.There are no refunds for service. Your plan will continue until its normal end date. Log in to review the active dates of service for your account.

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How do I install GoToMyPC on my new computer and take it off the old one? To free up your GoToMyPC seat, do the following: 1. 2. 3. 4. 5.

Log in to your account at www.GoToMyPC.com. On the My Computers page, click the Options link next to the host computer you wish to remove. Click Delete. Go to your old host computer and uninstall GoToMyPC. Log in to your account from your new computer and install GoToMyPC.

Please see Move a Host Computer for more information. My company has the Shared Access feature enabled. Can I delete my host PC if it's shared with another user? No. Your administrator must remove all shared-access users before you can delete the host PC from your account. Is there a way to stop GoToMyPC from automatically launching? icon in the system tray and choose Preferences. Under the Host tab, uncheck Right-click the Automatically and then click OK. Can GoToMyPC run without having the GoToMyPC icon active in the system tray? No. GoToMyPC must be running for you to access the host computer.

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Setup FAQs Can I install GoToMyPC 6.0 on a Windows 95, 98, ME or NT computer? No. GoToMyPC version 6.0 or later must be installed on a PC with Windows 2000, XP, Vista, Windows 7 or Mac OS X 10.4 or newer. However, you can remotely connect to your host PC from computers with older operating systems. Please see the System Requirements section for more information. If installation is attempted on a PC with an older OS, you will be redirected to install GoToMyPC 5.0. I tried to use your product, but I cannot get past the window that asks for my user name and password. Help! In this case, you are stuck in the authentication loop. This usually means that the computer you are on is behind a firewall. Our product, cannot currently get through some highly selective firewall systems. As a possible work-around, we suggest opening port 8200 on your firewall and router . Please see IP Range document for current IP addresses. If you use personal firewall software, make sure GoToMyPC has been added to its list of software that is allowed to access the Internet. The GoToMyPC icon in the system tray has a yellow exclamation point. What does this mean? icon generally indicates that you did not complete the set-up and installation process. Please The right-click theicon in the system tray and select Register. This will bring you back to where you previously quit the installation process. The GoToMyPC icon in the system tray has a red x. What does this mean? icon means that your computer is not connected to the Internet or cannot access the GoToMyPC The servers. If the problem persists, please check to see if there is a firewall (personal or corporate) or proxy server preventing a connection. GoToMyPC freezes with Communicating with Server message and the icon

shows a red x

GoToMyPC tests communications with Citrix because the program needs to connect to our servers to access your computer remotely. If you have a working Internet connection and GoToMyPC freezes when you see the Communicating with server message, try the following:

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• •

Check to see if your computer's security software is preventing a connection with Citrix servers. Please see the firewall section of our support page for help configuring your firewall to allow GoToMyPC connections. If you use GoToMyPC in a corporate environment or an area where there may be network security, run our GoToMyPC Connection Wizard. The Connection Wizard performs additional tests to find open connections to our servers from your host computer. These connections are stored on your computer for GoToMyPC to use for any future connections. Make sure that your Internet connection meets GoToMyPC's minimum Internet connection requirements. Satellite, cellular air cards, dial-up and other non-broadband Internet connections do not meet our requirements and may prevent you from completing the GoToMyPC set-up process or connecting to a host computer. Restrictions to your local network may require additional authentication, such as Windows or network log-in credentials, for an application to access the Internet.Our software normally completes this process automatically, but you may be prompted to input this information yourself. If you have additional questions, please contact your IT department or network administrator or see Connection Test Help.

For additional support, contact your network administrator for assistance.

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Session FAQs I get horizontal lines on my screen when I access the host computer. How do I get rid of them? You may see lines if your host computer has "Sleep Mode"scheduled, a screensaver set or a DOS program open. Click in the center of the Viewer multiple times or access the Tools menu and then select Send Ctrl-Alt-Del to wake up the computer. Why do I see a blinking cursor on the host computer? GoToMyPC is unable to blank the cursor with certain video cards. Try turning off the monitor on the host computer. How can I transfer more than one file at a time? You can select more than one file at a time by holding down the <Ctrl> key while selecting files with the mouse. The resolution is very bad. I can barely make out the icons on my desktop or read my email text. What can I do to clear this up? When you connect to a host computer with a resolution set higher than the client's, GoToMyPC automatically condenses the host desktop image in the viewer. You can resize the image of the host computer's desktop from the View menu. You can also try modifying the host computer's screen resolution in the Screen Properties control panel. I am getting a bluish screen or purple boxes on my screen when I connect. Right-click the host PC's desktop and select Properties. Click the Settings tab, change the color to 16-bit and then click Apply. I cannot connect from my client computer. Be sure that Java is enabled in your browser and that your firewall is configured to accept GoToMyPC and then, reboot your computer. See Using GoToMyPC with Firewalls for more information. I am running Windows XP, Vista or 7 and would like to switch users while connected to my host PC. Will I be disconnected or lose any information? Windows Fast User Switching allows you to connect to your host computer regardless of which user (if any) is active at that time. Once connected to your host PC, you can switch users at any time; however, any queued or active file transfers and remote printing jobs in progress are terminated when a user switch is performed. We recommend that you avoid logging off your PC from the Task Manager Users tab when using Fast User Switching, since this may shut down GoToMyPC. Why are the letters the wrong case (Shift and/or Caps Lock do not work properly) when the Input Blocking feature is enabled on Windows XP? Some versions of Windows XP have an issue with Input Blocking. To resolve, install Windows XP Service Pack 2 or go to Windows Update and install all of the Critical Updates.

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Direct Connections FAQs What are direct connections? The Direct Connections feature can potentially improve in-session performance by making a connection directly between your client computer and your host computer, allowing the majority of the screen-sharing and other in-session data to bypass the GoToMyPC communications servers but remain secured by GoToMyPC's end-to-end encryption. What are the differences between the Direct Connections options? There are 3 settings for Direct Connections. •

Allowed between Any Two Computers: Attempts a direct connection between the client computer and host computer, even if it must traverse firewalls or NAT devices between the computers. If a direct connection can't be established, then the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data. Only Allowed within Your Network: Attempts a direct connection between the client computer and the host computer without traversing firewalls or NAT devices. This setting only works if both computers are on the same LAN or have public IP addresses. If a direct connection can't be established, then the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data. Not Allowed: Disables direct connection attempts and the connection through the GoToMyPC communication servers handles the screen-sharing and other in-session data.

For more information see Direct Connections. Are there any security risks associated with Direct Connections? The data transmitted through Direct Connections is protected with the same end-to-end encryption that GoToMyPC always uses. Is the Direct Connections feature available for my Mac? While you can establish a direct connection between your Mac client and an enabled host PC, you cannot currently establish a direct connection to a Mac host. 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.

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Managing the GoToMyPC Installer on Macs If you are having trouble connecting to another computer from your Mac, troubleshoot connecting to your host. Download the GoToMyPC installer for your Mac.

Connecting to a Host Computer from Mac OS X GoToMyPC requires Java to be installed and the Java Plug-in to be enabled in order to launch the GoToMyPC Viewer. You will need to download, install and enable Java if you haven’t already. This is a 1time activity, but it can take a while to complete. To complete it, follow the 2-step process below: Step 1: Download and Install Java 1. On the GoToMyPC download page, you will see a "Missing Plug-in" message. Click the Arrow icon

next to it.

2. When the following window appears, click Install to start the download.

3. Click Agree to accept Apple’s License agreement.

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4. Click OK when finished. Step 2: Enable the Java Plug-in Enable Java in Safari 1. Open Safari, and click the Safari menu > Preferences. 2. In the Preferences window, select the Security tab. 3. Select both the “Enable Java” and “Enable JavaScript” check boxes.

Enable Java in Firefox 1. Open Firefox, and click the Firefox menu > Preferences. 2. In the Preferences window, select the General tab. 3. In the General taab, click Manage Add-ons. 4. Click Plugins. Under Java Plug-in, click Enable.

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PocketView FAQs How do I install GoToMyPC PocketView? You do not need to install PocketView. Once you have set up a GoToMyPC account and installed the software on your host PC, simply log in to the GoToMyPC website from your Windows Mobile, Pocket PC, or Windows CE device and choose the host PC you wish to connect to. You will then be presented with the download needed to connect to that computer. PocketView is not compatible with Blackberry or iPhone. Do I have to download PocketView every time I connect to my remote computer? You must download the loader program each time you connect, but it is only 50KB. Once the correct version of the main PocketView program (about 550KB) is downloaded, it will be cached on your device so it will not need to be downloaded again. To bypass the login screen and quickly begin a session, create a shortcut from the File menu. Can I pre-install PocketView? PocketView is installed through download-on-demand. If you want to avoid going through the initial download while using a slower wireless connection, connect once while the device is in its cradle (using ActiveSync for the Internet connection). After that, the main program will be cached and will not need to be downloaded again. What kind of handheld device is needed to use PocketView? PocketView supports Microsoft Windows Mobile 5.0 / 6.0 for Pocket PC (including Phone Edition) and most devices running Windows CE 4.0 or later with a touch screen or mouse, such as thin clients. For more detailed information, please see the System Requirements section. What kind of Internet connection is needed to use PocketView? An Internet connection with a typical speed of at least 40 kbps is recommended. How do I rotate the on-screen keyboard or other soft input panel? If your device is running Windows Mobile 5.0 or later, you can rotate the screen using its built-in capability instead of using PocketView's rotation. From the Start menu, choose Settings > System > Screen to change the device's orientation. How do I remove PocketView from my handheld device? If you wish to remove the cached PocketView program, use File Explorer to navigate to Program Files\Citrix\GoToMyPC; locate the g2viewer.exe file and tap-and-hold it; and then select Delete from the popup menu.

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Download the Launcher File on Windows The first time you connect using GoToMyPC on a Windows computer, you’ll be prompted to download a file with a browser plugin that lets you launch the GoToMyPC software faster. After that initial one-time browser plugin download, you’ll be able to connect to your remote computer with one click.

Download the Citrix Online Launcher file in Internet Explorer 1. Launch GoToMyPC by connecting to a remote computer. 2. A file called “Citrix Online Launcher.exe” will start downloading on your computer. Double-click the file to open it. You can click restart the download if needed. 3. When prompted to open “Citrix Online Launcher”, click Run.

The browser plugin will be automatically installed and lets you connect to future sessions faster. 4. Once you’re done, you’ll be able to connect to future GoToMyPC sessions faster than ever!

Download the Citrix Online Launcher file in Firefox 1. Launch GoToMyPC by connecting to a remote computer. 2. A file called “Citrix Online Launcher.exe” will start downloading to your computer. If prompted to save the Citrix Online Launcher.exe file, click Save File.

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3. Double-click the file in your browser’s Downloads window to open it. You can restart the download if needed. 4. When prompted to open “Citrix Online Launcher”, click Run.

The browser plugin will be automatically installed and lets you connect to future sessions faster. We don’t recommend disabling the plugin if you frequently join sessions because you’ll need to go through the entire download process again. 5. Once you’re done, you’ll be able to connect to future GoToMyPC sessions faster than ever!

Download the Citrix Online Launcher file in Chrome 1. Launch GoToMyPC by connecting to a remote computer.

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2. A file called “Citrix Online Launcher.exe” will start downloading on your computer. Double-click the file to open it. You can click restart the download if needed.

3. When prompted to open “Citrix Online Launcher”, click Run. The browser plugin will be automatically installed and lets you connect to future sessions faster. We don’t recommend disabling the plugin if you frequently join sessions because you’ll need to go through the entire download process again. 4. Once you’re done, you’ll be able to connect to future GoToMyPC sessions faster than ever!

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GoToMyPC® User Guide

Download the Launcher File on Macs The first time you install GoToMyPC on a Mac, you’ll be prompted to download a file with an optional browser plugin that lets you launch the GoToMyPC software faster. After that initial one-time browser plugin download, you’ll be able to connect to your remote computer with one click.

Download the Citrix Online Launcher file in Safari 1. Launch GoToMyPC by installing on or connecting to a remote computer. 2. A file called “Citrix Online Launcher” will start downloading on your computer. You can click restart the download if needed.

If the file doesn’t open automatically, double-click the Citrix Online Launcher file in your Downloads folder in Finder. 3. In your Downloads folder in Finder, double-click the Citrix Online Launcher application. 4. When prompted to open “Citrix Online Launcher”, click Open.

The browser plugin will be automatically installed and lets you connect to future sessions faster. We don’t recommend disabling the plugin if you frequently connect to remote computers because you’ll need to go through the entire download process again. 5. When prompted to open GoToMyPC, click Open. 6. Once you’re done, you’ll be able to join future GoToMyPC sessions faster than ever!

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Download the Citrix Online Launcher file in Firefox 1. Launch GoToMyPC by installing on or connecting to a remote computer. 2. A file called “Citrix Online Launcher.zip” will start downloading to your computer. If prompted to save the Citrix Online Launcher.zip file, click Save File.

3. Double-click the zip file in your browser’s Downloads window to open it. You can click restart the download if needed. 4. In the Downloads window, double-click the Citrix Online Launcher application. 5. When your Downloads folder opens in Finder, double-click the Citrix Online Launcher application. 6. When prompted to open “Citrix Online Launcher”, click Open.

The browser plugin will be automatically installed and lets you connect to future sessions faster. We don’t recommend disabling the plugin if you frequently connect to remote computers because you’ll need to go through the entire download process again. 7. When prompted to open GoToMyPC, click Open. 8. Once you’re done, you’ll be able to join future GoToMyPC sessions faster than ever!

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Download the Citrix Online Launcher file in Chrome 1. Launch GoToMyPC by installing on or connecting to a remote computer. 2. A file called “Citrix Online Launcher.zip” will start downloading to your computer. Double-click the zip file to open it. You can restart the download if needed.

3. In your Downloads folder, double-click the Citrix Online Launcher application. 4. When prompted to open “Citrix Online Launcher”, click Open.

The browser plugin will be automatically installed and lets you connect to future sessions faster. We don’t recommend disabling the plugin if you frequently connect to remote computers because you’ll need to go through the entire download process again. 5. Once you’re done, you’ll be able to join future GoToMyPC sessions faster than ever!

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Disable the Launcher Plugin When you download the Citrix Online Launcher file, a browser plugin will be automatically installed that lets you join future sessions faster. We don’t recommend disabling the plugin if you frequently join sessions because you’ll need to go through the entire download process again.

Disable the Launcher plugin in Firefox on Windows 1. Open Firefox. 2. Select the Firefox menu > Add-ons.

3. In the Add-ons Manager, find the Citrix Online Web Deployment Plugin, and click Disable.

You can re-enable it by clicking Enable. Please note that each time you launch GoToMyPC, the add-on will automatically become re-enabled.

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Disable the Launcher plugin in Chrome on Windows 1. Open Google Chrome, and type chrome://plugins/ into the address bar. 2. Find the Citrix Online Web Deployment Plugin, and click Disable.

You can re-enable it by clicking Enable. Please note that each time you launch GoToMyPC, the add-on will automatically become re-enabled.

Disable the Launcher plugin in Safari on Macs 1. Open Finder and select the Go menu > Go to Folder. Or press, Command + Shift + G. 2. Type ~/Library/Internet Plug-Ins and click Go. 3. Navigate to user/Library/Internet Plug-Ins.

4. Delete the CitrixOnlineWebDeploymentPlugin.plugin by dragging it to Trash on your Dock. You can also Ctrl+ Click the plugin, and then select Move to Trash. You can restore it by dragging it out of the Trash, or you can Ctrl+ Click the plugin from Trash, and select Put Back. Once you remove the plugin from your Internet Plug-ins, it is removed from your Mac and from all other browsers on your computer. Please note that each time you launch GoToMyPC, the plugin will automatically become re-enabled.

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Disable the Launcher plugin in Firefox on Macs 1. Open Firefox. 2. Select the Tools menu > Add-ons. 3. In the Add-ons Manager, find the Citrix Online Web Deployment Plugin. Click Disable.

You can re-enable it by clicking Enable. Please note that each time you launch GoToMyPC, the add-on will automatically become re-enabled.

Disable the Launcher plugin in Chrome on Macs 1. Open Google Chrome, and type chrome://plugins/ into the address bar. 2. Find the Citrix Online Web Deployment Plugin, and click Disable.

You can re-enable it by clicking Enable. Please note that each time you launch GoToMyPC, the plugin will automatically become re-enabled.

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Troubleshooting Your Host Mac or PC Is Offline What does Offline mean? If you log in to your GoToMyPC account and see that one of your computers is Offline, then there is a connection problem at the host computer that is preventing you from establishing a session. You will need to physically go to this computer to resolve this issue.

There are three issues that may cause a host computer to go offline: • • •

The host computer is powered off or in sleep mode The host computer is not connected to the Internet The GoToMyPC host software is not running

If you are having difficulty figuring out why the host computer went offline, click the (Options) link next to the host computer name.

The paragraph at the top of the screen explains when communication from your host computer was lost. This may help you figure out what caused the host computer to lose its connection with GoToMyPC.

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Getting a computer back online To make an offline Mac or PC available for remote access, you need to be at the computer and ensure that the following conditions are met: • • •

The host PC is turned ON (you do not need to be logged in, and for security reasons the computer should be locked). The host PC is connected to the Internet with a live Internet connection. The GoToMyPC host PC software is running.

To start the GoToMyPC service on a PC •

From your Windows Start menu, select All Programs, Citrix and then GoToMyPC.

Note: If GoToMyPC is running on a PC, you will see the

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To ensure GoToMyPC is available while your PC is turned ON 1. 2. 3.

in your system tray. Right-click the GoToMyPC icon Select Preferences. From the Host Preferences tabm ensure that the boxes next to Automatically and Disable sleep mode on host computer have checks. Without these items checked, you will need to ensure that GoToMyPC is running and that sleep mode has been disabled each time you leave the host computer unattended. Otherwise it will not be available for remote access.

To manage sleep mode on a Mac

GoToMyPC is able to turn off sleep mode on your Mac, but putting your host Mac to sleep manually through the Apple menu icon or closing the lid on a MacBook can cause GoToMyPC to go offline. If you see the icon in the top menu bar but your computer is still offline, reboot your host Mac. If the GoToMyPC software does not come back online, please contact Global Customer Support for assistance.

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To remove the red x from the icon in the system tray 1. 2. 3.

icon in the system tray and select Quit. Right-click the Click Yes to confirm. From your Windows Start menu, select All Programs, Citrix and then GoToMyPC. This restarts GoToMyPC. If the program icon still has the red X over it, call Global Customer Support for assistance.

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If GoToMyPC Fails to Connect There are a variety of issues that can prevent a successful GoToMyPC connection. Warning screens like Initializing connection with your host computer and Unable to establish connection with host computer indicate problems that may be resolved by following the steps below.

Reboot your host computer. Many issues can be resolved by simply rebooting your host computer. This might require you to phone or email someone near the host computer to physically reboot the computer. Run the GoToMyPC Connection Wizard. GoToMyPC may be unable to establish a connection to our servers to start a session. The GoToMyPC Connection Wizard may be able to resolve the issue and improve performance by locating and storing optimal connection settings to our data servers. Make sure that a firewall or other types of security software are not blocking GoToMyPC. Firewalls and other types of security software may prevent GoToMyPC from successfully connecting to your host computer. Please refer to the Firewall section for instructions on how to configure your security software to work with GoToMyPC. Make sure that both your host and client computer meet our minimum Internet connection requirements. Satellite, dial-up and other non-broadband Internet connections do not meet our recommended connection requirements. Users with these kinds of connections may have difficulty connecting to computers through GoToMyPC. Try to connect from another location. Sometimes a client computer may prevent you from connecting to your host computer. A good way to identify this issue is to attempt a session from multiple locations. If you are successful from one location but not another, the issue is unlikely due to your host computer.

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If you are unable to connect to your host from a home computer, the problem is often security software. You can refer to the Firewall section for assistance. If you are unable to connect to a host within a corporate environment, network security may be blocking connections. You can refer to the GoToMyPC Connection Wizard section for assistance. Use the Universal Viewer. If you are connecting from a hotel, library or other type of public network, the Universal Viewer is a great option. If you are having difficulty with any of these steps, please contact Global Customer Support for assistance.

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Connection Wizard The GoToMyPC Connection Wizard is a program that tests and determines the ideal connection settings within your network. The Connection Wizard stores these optimal connection settings on your computer for use in future sessions. The GoToMyPC Connection Wizard is currently unavailable to Mac users.

To run the GoToMyPC Connection Wizard 1. Go to http://www.GoToMyPC.com/wizard 2. Download and open the GoToMyPC Connection Wizard. 3. Once the wizard opens, click Run Wizard.

4. If the Wizard does not automatically open your browser to www.GoToMyPC.com, go to the page. When your browser is open to www.GoToMyPC.com, click OK.

5. Wait for the Wizard to test connectivity and then click Next.

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6. Once finished, the Wizard notifies you of the results. Click Exit Wizard to finish.

Using the Custom Wizard (Advanced Users Only) The Custom Wizard offers advanced users and network administrators customizable options that control how GoToMyPC manages connections within your network. To run the custom GoToMyPC Connection Wizard 1. Go to http://www.GoToMyPC.com/wizard 2. Download and open the GoToMyPC Connection Wizard.

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3. Right-click the GoToMyPC logo banner. Advanced options will display.

4. Click Custom Wizard.

5. Specify the parameters of the connection test and click Next. Note: For detailed information on the GoToMyPC data server IP addresses that the Wizard attempts to reach, please consult our IP range document.

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6. Wait for the Wizard to detect a connection to our servers and then click Next.

7. The Wizard displays all verified connection methods. Select a preferred connection method and adjust the Usage setting as desired. You can force GoToMyPC to communicate through a specific port. If your network requires Internet traffic to go through a proxy, see if it's listed as a verified connection method for GoToMyPC and set Usage to Force or Try Always.

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8. If you don't see any verified communication methods or your network proxy listed, click Add. 9. Specify your information and click Verify to test. If the Wizard is unable to verify your network proxy connection settings, contact your network administrator and refer to our IP range for optimal firewall configuration.

10. Once finished, the Wizard notifies you of the results. Click Exit Wizard.

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11. Restart GoToMyPC and determine if connectivity has improved. 12. If the connection fails with the selected configuration, re-open the Connection Wizard, rightclick the GoToMyPC logo and then, click Manual Tools.

13. Click Reset to remove any settings previously stored by the Connection Wizard.

14. Run the custom Connection Wizard again and determine if connectivity has improved..

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GoToMyPCÂŽ User Guide

Forgot Your Access Code on a PC Your access code resides only on your host PC and is never transmitted over the Internet. It is a critical component in the encryption key that is used to keep your host computer secure. For security reasons, Citrix does not have a record of your access code and has no way to provide it to you if you forget it while traveling. Because it cannot be emailed, you must be physically present at the host PC to create a new access code. To create a new access code on a host PC 1. If you do not remember your access code, go to your host computer. If you know your original access code, remotely connect to the host computer. 2. While remotely connected or sitting in front of your host computer, locate the computer's system tray.

icon in your

Note: You may have to click an arrow or triangle in the system tray to show hidden icons if the GoToMyPC icon is not visible.

3. Right-click the

icon and select Change Access Code.

4. Click the Forgot your access code? link.

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5. Enter your GoToMyPC account information and click OK.

6. From the New Access Code dialog box, enter your new access code, confirm and click OK.

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Forgot Access Code on a Mac Your access code resides only on your host Mac and is never transmitted over the Internet. It is a critical component in the encryption key that is used to keep your host computer secure. For security reasons, Citrix does not have a record of your access code and has no way to provide it to you if you forget it while traveling. Because it cannot be emailed, you must be physically present at the host Mac to create a new access code. To create a new access code on your host Mac 1. If you do not remember your access code, go to your host Mac. If you know your original access code, remotely connect to your host Mac.

2. While remotely connected or sitting in front of your host computer, click the menu bar and select Change Access Code.

icon in the top

3. Click the Forgot your access code? link.

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4. Enter your GoToMyPC account information and click OK.

5. From the Change Access Code dialog box, enter your new access code, confirm and click OK.

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GoToMyPCÂŽ User Guide

Forgot Your Account Password Your account password is what you use to log in to the GoToMyPC website. If you ever forget your account password, you can quickly create a new one. To create a new account password

1. Go to www.GoToMyPC.com and click the Forgot your Password? link above the Log In button. Note: If you do not see the Secure Login screen, click the Log In link on the top right of the screen.

2. Enter your email address that was used to create your account and click Submit.You will receive an email with instructions for creating a new password. Note: The email will be sent to the email address you provided when you created your GoToMyPC account. If the email account is accessible only from the host computer you are trying to access, you will need to be physically present at your host to view the email. If this is not possible, please contact Global Customer Support.

3. Open the email and click the link to create a new account password. 4. From the new password page enter your new account password and confirm. If you did not receive an email to create a new account password Check your spam or junk mail folder. The password reset email may have been flagged as spam. If you still don't have the email, contact Global Customer Support for assistance. If you don't have access to your account email address Please contact Global Customer Support for assistance.

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GoToMyPCÂŽ User Guide

GoToMyPC Does Not Start Automatically GoToMyPC is designed to launch automatically whenever the host computer is rebooted unless intentionally disabled from GoToMyPC Preferences. There are however, a few reasons why GoToMyPC may not start automatically. Please review the following steps to determine whether the issue is caused by a configuration, installation or possibly a startup conflict. Confirm GoToMyPC is configured to start automatically If configured properly but still not launching upon reboot then reinstall GoToMyPC Third party application conflicts on Vista and Windows 7

Confirm GoToMyPC is configured to launch automatically 1. Right-click on the

icon in your system tray and select About.

2. If not properly configured, select Preferences from the GoToMyPC menu. 3. From the Host tab, select Automatically and click OK.

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in

4. Reboot your computer and confirm GoToMyPC successfully launched by looking for the your system tray. If configured properly but still not launching upon reboot then reinstall GoToMyPC 1. To reinstall GoToMyPC, be sure you are physically at the host computer you want to access remotely. Make sure you are logged in with administrative privileges on your host computer. 2. Click the following link https://www.gotomypc.com/uninstall.tmpl. 3. Download and run the GoToMyPC Installer. You will be given the option to update your GoToMyPC software. Select Update and click Next.

4. Click through the installation prompts. 5. Reboot your computer once the update is complete and confirm GoToMyPC successfully launched by looking for the

in your system tray.

Third party application conflicts on Vista and Windows 7 We are currently investigating some issues where certain third party applications may interfere with GoToMyPC starting automatically with Windows Vista and Windows 7. As a workaround, GoToMyPC

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may be configured to delay its startup until other Windows processes have loaded. This may allow the GoToMyPC software to load without any conflict from other Windows startup processes. 1. Click the Windows Start button. 2. At the bottom of the Start Search window type in: services.msc and press Enter.

3. Locate GoToMyPC in the list of Services. Right-click on the GoToMyPC listing and select Properties.

4. In the GoToMyPC Properties window, select Automatic (Delayed Start).

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5. Select Apply, then click OK. 6. The GoToMyPC software will now load after other Windows Services have finished loading. Reboot your computer to ensure that the GoToMyPC software launches properly. Note: The GoToMyPC software may take considerably longer to startup with this setting.

If you are still having issues with the GoToMyPC software starting automatically on your computer, please contact Customer Support for assistance.

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Connection Test Help There are a variety of issues that can prevent a successful GoToMyPC connection. For example, screens that get stuck during steps like Communicating with Server or the GoToMyPC icon displaying a red X indicate problems that may be resolved by conducting a Connection Test.

The Connection Test checks if GoToMyPC is able to communicate with our servers. This is necessary because if GoToMyPC cannot connect to our servers, you will not be able to access your computer remotely. If you have a working Internet connection and are still experiencing this problem, try the following troubleshooting steps. Make sure that firewalls or other types of security software are not blocking GoToMyPC. Firewalls and other types of security software may prevent GoToMyPC from successfully connecting to your host computer. Firewalls could also interfere during communication streaming, causing it to fail.

Please refer to the Firewalls section for instructions on how to configure your security software to work with GoToMyPC.

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Run the GoToMyPC Connection Wizard. GoToMyPC may be unable to establish a connection to our servers to start a session. The GoToMyPC Connection Wizard may be able to resolve the issue and improve performance by locating and storing optimal connection settings to our data servers. Make sure that both your host and client computer meet our minimum Internet connection requirements. Satellite, dial-up and other non-broadband Internet connections do not meet our recommended connection requirements. Users with these kinds of connections may have difficulty connecting to computers through GoToMyPC. Make sure to have your correct log-in credentials for network authentication. If you are asked to provide authentication for Internet access, it will be due to network restrictions specific to your location. Typically, GoToMyPC will be able to do this for you, but sometimes you may be prompted to enter this information yourself. Because this is a network issue and not associated with the GoToMyPC software, you should contact your network administrator for assistance.

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Optimize GoToMyPC Performance The speed of your session will depend on various factors, including type of OS, browser and Internet connection for both computers. Even if you have high-speed Internet traffic on your ISP can affect your session. System resources and programs using Internet bandwidth can also affect the exchange of information between the host and client computers. If your system meets the minimum recommended requirements but you are still experiencing a lag in performance, follow the steps below to improve performance. You can also see Session Performance for more information. To improve the performance of GoToMyPC Control screen resolution GoToMyPC works by detecting differences between the screens and redrawing them to show updates. If you are using a high- resolution display, reduce the resolution to a lesser value, such as 800 x 600. If you are using a desktop or wallpaper with a high-resolution picture, change it to a plain background during your remote sessions. For more information on improving quality, see Quality Preferences. Free up bandwidth You may have programs running in the background that are connected to the Internet. Close any applications that take up bandwidth, such as chat programs or online radio stations. Free up resources A lack of system resources can slow down the exchange of data. Close programs that are not being used. Some older operating systems may not release memory and resources even when programs are shut down, so you should reboot the host computer to clear the memory out. Increase upload rate Your Internet Service Provider (ISP) may have a slow upload rate but a fast download rate. If your host computer uses an ISP or DSL cable connection, check with your service provider to have your upload rate increased.

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Send Ctrl-Alt-Del on Windows 7 and Vista If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Windows 7 or Vista, then the User Account Control (UAC) and/or the Secure Attention Sequence (SAS) may be disabled. You or your IT administrator will need to complete one or both of the following procedures to enable the Send Ctrl-AltDel feature. Before you complete either procedure, please verify that the host PC has GoToMyPC 6.1 or later installed.

Enable User Account Control for individuals In order to use the Send Ctrl-Alt-Del feature , you must have User Account Control enabled on the host computer (the computer you are connecting to). To enable User Account Control on Windows Vista 1. Click the Windows

button.

2. Select Control Panel. 3. Select User Accounts. 4. Click Turn User Account Control On or Off. 5. Check Use User Account Control (UAC) to help protect your computer and click OK

6. Restart your computer for the changes to take effect.

To enable User Account Control on Windows 7 1. Click the Windows

button.

2. Select Control Panel. 3. Select User Accounts. 4. Click Change User Account Control settings.

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5. Click and drag the slider up. We recommend at least the default setting.

6. Restart your computer for the changes to take effect. You should now be able to send the CTRL-ALT-DEL command to your host computer. If you continue to have problems, your computer may need to be configured by an IT administrator to accept this command when it is sent remotely.

Configure the Domain Group Policy or the Local Group Policy In most cases, the IT administrator configures the Group Policy for the domain or sub-domain. If the Group Policy for the domain is "Not Configured" or the computer is not on a domain, then the local Group Policy may need to be modified. Note: Only a domain administrator can modify the domain Group Policy. Note: The domain Group Policy overrides the local Group Policy.

To configure the domain Group Policy to allow GoToMyPC to send Ctrl-Alt-Del 1. Log in as a domain administrator to a PC with Windows 7, Vista, Windows 2008 R2 or 2008 Server. 2. If using Windows 7 or Vista with Service Pack 1 or later, install or enable the Group Policy Management Console a. On Windows 7, download and install the Windows 7 Remote Server Administration Tools. On Vista, download and install the Vista Remote Server Administration Tools . b. In the Control Panel, under Programs and Features, click Turn Windows features on or off.

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c. Navigate to Remote Server Administration Tools > Feature Administration Tools and then check the box next to Group Policy Management Tools. 3. If using Windows 2008 R2 or 2008 Server, install and enable the Group Policy Management Console: a. Start the Server Manager. b. In the Features section, select Add Features. c. Check the box next to Group Policy Management. 4. Click the Windows

button.

5. Type gpmc.msc and then press Enter to open the Group Policy Management Console.

6. In the left pane of the Group Policy Management window, expand the navigation tree until you have reached your company's domain. 7. Locate the Group Policy Object (GPO) in the domain or sub-domain that contains the policy preventing GoToMyPC from sending Ctrl-Alt-Del. 8. Right-click the GPO and select Edit. 9. Continue with the instructions for changing the Group Policy for Software SAS. Note: The domain Group Policy change may not take effect until the workstations are restarted. Use the "gpupdate /force" command on each workstation to immediately enable the policy.

To configure the Local Group Policy to allow GoToMyPC to send Ctrl-Alt-Del 1. Log in to the specific Windows 7 or Vista PC as a local or domain administrator

2. Click the Windows

button.

3. Type gpedit.msc and then press Enter to open the Group Policy Editor. 4. Continue with the instructions for changing the Group Policy for Software SAS.

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Change the Group Policy for Software SAS To change the Group Policy for Software SAS 1. In the left pane of the Group Policy Object Editor, navigate to Computer Configuration > Administrative Templates > Windows Components > Windows Logon Options. 2. Right-click the policy for Disable or enable software Secure Attention Sequence and select Properties. 3. Select the appropriate setting and click OK. • • •

Not Configured uses each computer's local Group Policy if you are setting a domain Group Policy. It is equivalent to Disabled if you are setting a local Group Policy. Enabled enforces the Group Policy. GoToMyPC can send Ctrl-Alt-Del unless the policy's value is set to None. Disabled turns off the Group Policy. GoToMyPC can send Ctrl-Alt-Del.

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GoToMyPC and Cookies GoToMyPC requires that cookies be enabled on your Internet browser before you log in to begin a session. If your browser is not already configured to accept cookies, you must modify the security settings for your browser. To enable cookies in Microsoft Internet Explorer 1. 2.

Open Internet Explorer. From the Tools menu, select Internet Options.

Note: In newer versions of Internet Explorer, you must press the Alt key first to display the toolbar menu.

3.

From the Privacy tab, click and drag the Settings slider down to accept cookies.

Note: If you do not see the slider bar, click Default to display it.

To enable cookies in Mozilla Firefox 1. 2.

Open Firefox. From the Tools menu select Options and then the Privacy tab.

Note: In newer versions of Firefox, you must press the Alt key to display the toolbar menu.

3.

From the Firefox drop-down menu, select Use custom settings for history.

Note: If you prefer to only allow cookies from www.GoToMyPC.com, then uncheck the box next to Accept cookies from sites. Next, click Exceptions, type www.GoToMyPC.comwww.GoToMyPC.com and then click Allow.

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Network Authentication Network authentication is a security process required when a computer on a network tries to connect to the server in order to use its resources. If the user's identity has been stored by the server, entering a valid username and password completes the connection. However, if there is a mismatch, you are required to establish your network identification.

Determine domain name Because this is a network issue and not associated with the GoToMyPC software, you should contact your network administrator for assistance. However, an Authentication Required dialog often only requires you to enter your domain name, so try the following procedures to set up a connection. Select your operating system:Windows 2000 To find your domain in Windows 2000 1. 2. 3. 4.

Right-click the My Computer icon on your desktop and select Properties. Select the Network Identification tab. Note your domain name. On the Authentication Required dialog box, enter your domain into the Domain field and click OK.

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Windows XP To find your domain in Windows XP 1. 2. 3. 4. 5.

Click the Windows button. Right-click the My Computer icon and select Properties. Select the Computer Name tab. Note your domain name. On the Authentication Required dialog box, enter your domain into the Domain field and click OK.

Windows 7 To find your domain in Windows 7 and Vista 1. 2. 3. 4. 5.

Click the Windows button. Right-click Computer in the right-hand column. Select Properties. Note your domain name . On the Authentication Required dialog box, enter your domain into the Domain field and click OK.

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Sound Troubleshooting Solutions marked with an (*) may not apply to the newer versions of Windows. For help with these problems, contact our Global Customer Support.

No Sound • •

The Remote Sound feature allows PC users to hear the audio from their remote host PC. It is not available for Macs or the Universal Viewer. Loopback Input (*) In rare cases GoToMyPC cannot detect the loopback input correctly and, therefore, cannot test the sound output. Manually select the loopback input from the drop-down menu in the Sound Preferences window. Typical names for the loopback input are: Stereo Mix, Wave Out Mix, What U Hear, Stereo Mixer, Sum and Stereo.

Speaker Connection If the Sound feature is enabled but there is no sound, verify that your speakers are securely connected to your client computer.

Skype VoIP (*) If you attempt to use Skype VoIP while remotely connected to your host computer, GoToMyPC may reconfigure the audio source, thereby disabling the sound. To reactivate the Sound feature, clicking the Sound button in the upper-right corner of the Viewer window twice.

Poor Sound Quality •

Windows Media Player For optimal sound quality and to performance, install the latest version of Windows Media Player on both the host and client computers.

Wave Output (*) If your host computer's Wave output is set to 100 percent, sound quality may suffer. Reduce the Wave output volume from the host PC Windows Volume Control panel.

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Sound Cards A sound card facilitates audio for your PC and is required on both the host and the client computer in order to use the Sound feature. The host PC sound card needs to have a loopback input device so that the computer can test what it is outputting. Newer versions of GoToMyPC work with a wide variety of sound card types, but there may be a few compatibility issues: • • • •

A number of problems can be resolved by downloading and installing the latest driver from the sound card manufacturer's website. See the instructions below to determine the sound card in your computer. There are known compatibility issues with older SigmaTel sound card drivers. Try installing the latest sound card driver with loopback input support. (*) On a few sound cards, GoToMyPC cannot capture sound if the host PC is muted or the sound volume is very low. If you have Realtek HD 88x or Soundblaster Audigy SE, uncheck Mute speakers on (your PC name) while in-session in the Sound Preferences window. (*) Sound is not supported on host PC sound cards that do not have loopback input, which is typically an issue with USB sound cards. Installing the latest sound card driver may resolve this issue. (*)

To determine the sound card installed on your PC 1. 2. 3. 4.

Click the Windows Start button and then select Programs. Select Accessories, System Tools and then System Information. From the System Information window, click the + symbol next to Components. Click Sound Device (or Multimedia and then Sound Device) and view the sound card details on the right.

Note: In cases where a different Windows -compatible sound card device was previously installed, the listed sound card may not be the exact manufacturer and/or model installed in your computer.

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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? 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.

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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.

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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.

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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.

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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.

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GoToMyPC does not download or install on my Mac If GoToMyPC does not download or install correctly on your Mac, you need to install the latest version of Java,. If you already have Java, check first to see if its functioning correctly. To test the version of Java running on your Mac 1. Visit the Java website. If Java is working correctly, you should see the graphic pictured below.

2. If you do not see the graphic follow the on-screen instructions to install the latest version of Java. 3. If your Java is working and you still cannot install GoToMyPC, contact Global Customer Support for additional assistance.

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