Frequently Asked Questions
Second Credential Prompt on AppDashboard
Summary When launching an app, a user is presented with another login credential prompt. Cause In most cases, this issue happens if your computer was left on overnight, and your connection to the hosted server times out, requiring additional ...
Receiving "The Remote Desktop Service ActiveX control (mstscax.dll) does not match the version of the client shell." error on application launch attempt
Summary When attempting to launch your RemoteApp (either from the AppDashboard, or the Web Portal), you receive the following error message: Latest Update: 02/14/2023 Windows 11: [PATCH RELEASED / RESOLVED] A patch from Microsoft has now been ...
End of the day routine
AppDashboard end-of-day routine gotomyerp recommends that you close all the hosted applications and close all the files opened from FileBridge, then do the following at the end of the day: Force Session Log off Logoff from AppDashboard Force Session ...
Refresh in AppDashboard
Where is the refresh button in AppDashboard The refresh button is located under the "Actions" section of AppDashboard. Its highlighted in the below image.
Connection is unstable or impossible when connecting through VPN
Problem When connecting to the gotomyerp-hosted applications from within your company's network, the connection is successful and stable. When connecting from a remote location, home, or from a company's network, and a VPN is connected, the user ...
Updating to Windows 11 22H2 Breaks RemoteApp
Summary As per gotomyerp's standard procedures, we always try to stay ahead of the curve on what is coming. As per our recent testing of the new Microsoft Windows major feature release 22H2, we discovered that this breaks the functionality of ...
TLS 1.2 Compliance for Sage 100 and Sage 300
Overview Sage has announced the following: "Effective October 1, 2023, Sage servers will stop accepting communication from Sage 100 and Sage 300 product versions using Transport Layer Security (TLS) 1.0 and 1.1." This will mean that older versions of ...
Office 365 Basic Authentication Deprecation and Emailing from Hosted Applications
Issue As of October 1, 2022 Microsoft will disable Basic Authentication in all tenants of Office 365. This will disable the use of user names and passwords as a way to authenticate to your Office 365 email and require the use of Modern Authentication ...
How to reconfigure your AppDashboard after a company rename
In the event that your company name has changed, gotomyerp will make some back-end changes which will require you to make a configuration adjustment to connect using the new company name. If you are requesting a name change for your company, and the ...
Printing to a redirected PDF printer fails or crashes remote app
Problem: When attempting to save a PDF directly to the local workstation, it either fails or crashes the hosted application. Cause: Printing a PDF directly to the local system is only possible out of the box if the user is printing to the ...
How to Optimize FileBridge File Transfers
Summary While most files in the FileBridge storage location can be moved into and out of it without any additional configurations, sometimes, transferring larger files (Like a Quickbooks QBB Backup, for example), could fail. In this solution, you ...
Server Maintenance Schedules
Summary To ensure the health of the gotomyerp server infrastructure, all gotomyerp servers go through a regular maintenance schedule. Below are some general times that apply, which should be kept in mind to avoid any interruption of work, or ...
MacOS downloads can't be opened because Apple cannot check it for Malicious Software
Problem: You download an application or file and then try to open it but cannot. Instead you are greeted by a message saying it can't be opened because Apple cannot check it for Malicious Software. Similar to the message below: Cause: Apple (MacOS) ...
Clear Google Chrome Browser Cache
While hosted with gotomyerp, some SaaS, browser based products (like True Commerce Transaction Manager, Starship Web, etc...) may have updated applied by the publisher, which require clearing your browser cache to get the updated version without ...
Sage 100 2018 or Older cannot send emails via Office 365 or need to try it multiple times
Issue You are trying to send emails from Sage 100 2018 or older version using Office 365 SMTP Server and are unable to send emails, or you have to retry the email a few times for it to go through. When you look at the "Error During Electronic ...
Users do not see the latest Paperless , PDF, or FileBridge files on their computer
Description Users do not see the latest version of PDF, JPG, or text files when they open the files from FileBridge. Why does this happen? This happens because the user's computer caches the file on their local computer. When the user tries to ...
InstaDocs Usage
Description Below are the details that you need to read while watching the InstaDoc usage video. A company whose folder does not exist in Document Directory The way InstaDocs creates a new folder for each vendor or customer is either by drag and drop ...
Application Portal shortcut is opening in Edge instead of Internet Explorer
As of February 14th, 2023 Internet Explorer is no longer available on Windows 10 computers. Please refer to the following Microsoft article Internet Explorer 11 desktop app retirement FAQ - Microsoft Community Hub. We recommend using our AppDashboard ...
I have saved my password in Internet explorer but do not remember it
ISSUE: I have saved my password in Internet Explorer but do not recall what it is. SOLUTION : Follow the below steps Step 1 Go to Start menu --> type Credentials manager Or Start Menu --> Control Panel --> Credentials manager Step 2 Under, Web ...
How do I open Sage 50 company file
How do I open sage 50 company files If you do not see the sage 50 company files in the list simply follow the steps below 1. Click on Open and Existing Company file 2. Click on Browse 3. In the next window, you will see the sage50 company
TSPrint Dynamic Redirection
Dynamic Redirection: For label printers such as Zebra, we recommend Dynamic Redirection. How does it work: It redirects your locally installed printer to the server What is required: Your company needs to be subscribed to TSPrint on gotomyerp ...
Sage 50 - Sage has stopped working
Description After installing the update 2, Sage 50 2020 stops working. Happens with Sage 50 2021 SP1 Solution Update 2 for Sage 50 2020 version seems to be problematic, DO NOT install this update. Here is the ...
Set Adobe DC Reader as the default application for PDF files
ISSUE: When a user tries to open a PDF file it does one of the following : Opens using Google Chrome and you want to open it with Adobe DC Reader Does not open and You get an error "**** is blocked" Resolution In order to set set Adobe DC Reader as ...
Installing FileBridge application issue - Cannot Start Application - Application Cannot be started
ISSUE When installing FileBridge application you get a pop up "Cannot Start Application - Application cannot be started. Contact the application vendor" When you click on Details you might see the following text under Error Summary " + Value does not ...
Receiving message "RemoteApp a website is trying to run a RemoteApp Program" upon application launch from portal
Description When you try to launch an application you get a pop-up similar to the one below RemoteApp A website is trying to run a RemoteApp program. Make sure that you trust the publisher before you connect to run the program. How to Fix it 1. You ...
QuickBooks Desktop Statement Writer Error
Description When you are trying to open an existing QuickBooks Desktop Statement you get an error "Microsoft Office Document Customization" as or you do not see the "Document Actions" section in hosted MS - Excel OR Why is this issue happening It ...
Connecting Cyrstal Reports Designer to Acctivate Database
Description Need to connect Crystal Reports Designer to Acctivate Database Prerequisites You need an SQL username and password that has access to the database. gotomyerp can create a user upon request. You need to be subscribed to Cyrstal Reports ...
How to set a hosted application to always open on one particular screen
ISSUE Hosted applications such as Sage, Quickbooks, Excel, etc... do not retain their screen positions across sessions. WORKAROUND Set your default monitor Set the monitor as your default monitor where you want your application to always open ...
QuickBooks, Sage and other applications do not appear in Task bar after launching or disappears after launching
Issue After clicking on any application from gotomyerp application portal they do not appear in task bar as the below iage Solution Uninstall HP Sure Click and/OR Uninstall HP SimplePass If the above products are not installed, please look at the ...
Starship Web Client Enable Printing Location
Introduction User who are using Starship web connector needs to have Printing Location Enabled. Which User If you are logging in for the first time or if your profile has been cleared by gotomyerp support. What steps need to be taken to enable ...
Microsoft KB4524147 , KB4524148 and KB4524156 causes printing issues
Issue When you try to print from gotomyerp application such as sage, excel QuickBooks or any RDP application the application disappears OR On your computer if you try to print to your default printer you are unable to print. Cause The recent update ...
Can not see Sage, QuickBooks and other applications' interface after clicking on the application
Problem After you login to the application portal and click on one of the icons to launch an application nothing happens OR After you enter Sage or QuickBooks password you do not see the application interface OR You see the application minimized in ...
Auto Logon User Information
What is Auto Logon user? An auto logon user is an account that automatically logs in every time the server restart. It can be configured to automatically run one or more applications. Do I need it? There are basically two types of applications that ...
I can login to my account, does that mean that my account is fully enrolled?
DID YOU KNOW? With the new AppDashboard, you will receive direct feedback on the status of your account, and your account access will be much easier to manage. Get started, and Download the AppDashboard Am I enrolled? If you are able to connect to ...
Trouble sending emails from QuickBooks
Description Not able to send emails from QuickBooks, it used to work in past. The user has not changed the password and none of the server settings has changed Why is this happening At times QuickBook needs the email settings to be refreshed. Remove ...
Emailing from QuickBooks, Sage, Misys and other Applications
General Guidelines gotomyerp has tight security around all incoming and outgoing traffic, and will require a request from all clients with pertinent information, to allow email traffic through the firewall. Please note that by default, ports 587 is ...
Hmmm...can’t reach this page
Problem When trying to open the PDF file from FILEBRIDGE you get an error "Hmmm...can’t reach this page" Reason? Because the default PDF Viewer windows 10 is Microsoft Edge. Why it can not open the files from FileBridge? Microsoft Edge has limitation ...
How to test connectivity for FileBridge using Telnet
Description Test FileBridge connectivity Why do this test? In order to connect to FileBridge drive, your Firewall and antivirus program shall allow communication to the FileBridge URL. When do you need to run this test? When one of the below is true: ...
Attaching files directly from FileBridge in Outlook 2016
Problem: When trying to attach a file located in File Bridge using Outlook 2016 from New Email -> Attachment File, a hyperlink to the file is created and is embedded as a link in the instead of the traditional attachment. Cause: This is caused ...
gotomyerp RemoteApp - testing your network bandwidth usage with some common scenarios
As we discussed in Estimate gotomyerp RemoteApp network bandwidth usage, the best way to figure out what the impact of RemoteApp to your network is to run some usage tests. Run these tests for a set time period and measure the bandwidth needed for ...
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