Resolve issues with antivirus software
Learn how to work through various situations caused by antivirus software disruptions, such as microphone disruptions and slow app loading.
Microphone disruptions
When regular maintenance updates are done on our GoTo app, some antivirus software can temporarily mark the app as unsafe which can block certain features from working properly or at all. Learn how to gain access to the GoTo app again.
At this time, we have received isolated reports of some antivirus software, such as Kaspersky, causing disruptions with microphone usage for calls and/or meetings. Please see the following steps to resolve this issue on the Kaspersky system.
- From your antivirus software, access the Security section.
- Select Host Intrusion Prevention Configuration and then Manage Application.
- From the Untrusted Applications section, right-click on the desired apps and select Mark as Trusted. Depending on the products and integrations you use, you'll want to mark the following as trusted:
- GoTo
- GoTo for Teams plugin
Slow app loading
At this time, we have received isolated reports of some antivirus software, such as Microsoft Defender, causing disruptions with the loading time of the GoTo Desktop app on Windows computers due to the real-time scanning feature. You may notice that the app displays a white or blank screen for prolonged periods of time when you are trying to load the app or join a session. While we work through this from our end, please try one of the following options in the interim to improve your experience.
- Use the GoTo web app to join your session, where available.
- Exclude the GoTo app from scanning by Defender;
- From the Start Menu, search for and open Windows Security.
- From Virus & threat protection, select .
- Add "goto.exe" as a process to be excluded.
- Turn off the real-time scanning;
- From the Start Menu, search for and open Windows Security.
- From Virus & threat protection, select Manage settings and then disable Real-time protection.
Article last updated: 21 January, 2025