TROUBLESHOOTING

Why am I getting the error message: "Citrix Online Launcher encountered an error: Error 12029 sending request to server download.citrixonline.com"?

Issue

Getting error when running launcher

Objective

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • GoToMyPC

Procedure

Answer

Cause

The above error will be displayed if the Citrix Online Launcher is unable to connect to the appropriate server for a connection. This error will typically indicate either a network or firewall issue, however it can also present itself if the installed Citrix Online Launcher is not correctly updated.

Resolution

To determine the cause, first remove the Citrix Online Launcher:

  1. Click Start
  2. Click Control Panel
  3. Click Add/Remove Programs , Uninstall A Program , or Programs And Features
  4. Click to highlight Citrix Online Launcher
  5. Click Change/Remove , Remove , or Uninstall

Once the Launcher has been removed, attempt the connection again. If the same error message occurs again, the issue should then be treated as a firewall issue. Reference the following articles:
Firewalls with GoToMeeting
However, some customers on unsecured home networks and no software firewalls may still have an issue connecting to our servers or connecting to the internet in general. A symptom may be "webpage cannot be displayed" in IE. Other browsers may also be experiencing the same issue, but not necessarily all browsers are affected.
(Example Solution) In Internet Explorer:
  1. Click Tools
  2. Click Internet options
  3. Click Advanced
  4. Click Reset
  5. Click OK or Reset
  6. Restart Internet Explorer

Additional Information