TROUBLESHOOTING

Why am I getting Error 12031 when trying to connect?

Issue

  • Unable to Connect
  • Error 12031

Objective

Environment

  • GoToMyPC
  • GoToAssist Remote Support
  • Windows XP Service Pack 3

Procedure

Answer

Cause

This error occurs when the connection is forcibly reset when attempting to download the required version of GoToMeeting, GoToAssist, or GoToMyPC from builds.citrixonlinecdn.com. This may happen if the TLS encryption has been disabled in Internet Explorer or if the connection has been reset by a network security application.

Resolution

You may address this error by following any one of the below listed workarounds:

  • Enable TLS within your computer's Internet Options by following the steps below

  1. Open the Control Panel
  2. Click Internet Options
  3. Click the Advanced tab
  4. Scroll down to the Security section
  5. Check the boxes next to Use TLS 1.0 , Use TLS 1.1 , and Use TLS 1.2
  6. Click Apply
  7. Click OK

  • Whitelist *.citrixonlinecdn.com in your network security application or appliance

Additional Information