Strange purple glitching when in remote sessions
Is anyone else having strange purple glitching on remote session screens? It's not consistently an issue but it seems to happen randomly for our agents and it's happening across different PCs and different graphic drivers so im not sure thats its graphic related. The issue is not visible on users end only on agent side in the remote session.
Can't type characters requiring the shift key on some remote sessions
I am using GTR Desktop Console 1.61.95 on Mac 12.6.3. When I connect to some unattended machines, different Windows OS's, 10, 11, 2012r2, 2016, 2019, 2022 - I can't type uppercase or special characters requiring the shift key. I try switching preferences between local and remote keyboard settings, but that doesn't make a difference.
GoToResolve Agent Issues
Anyone have any issues with the GTR agent not automatically updating? I've read that there should be prompts, but I personally haven't seen any prompts for it aside from the GTR console. This also leaves me wondering if my end-users will have to click through a prompt to get the agent updated, which they will likely decline because the truth of the matter is that end-users hate updates. Guess that leads me to my next question, do the agents even have the functionally to auto-update? Also, other issues, we just purchased GoToResolve and we've deployed the agent to about 30 test computers and the agent will go offline randomly, when switching from wired to wireless and even going to our VPN, this also is still occurring even after having our Networking team whitelist everything, they are still actively looking into it so it could be completely on our end, which is likely the case because I notice that issues specifically occur once I put the computer with an agent onto our internal network but if I put it on our guest network, it seems to do fine or "better" doesn't seem perfect. Really, I just noticed that when restarting the computer without a network cable and connecting the guest Wi-Fi it would instantly connect upon restart and then restarting with a cable plugged in...the agent wouldn't go online at all. However, if I switch to guest on an already running computer, it still doesn't come back online if it's already offline. Any guesses? Any advice? I do have a support ticket in, they are looking into it still and have been for at least a month now, maybe two. They mentioned that they think it might be a "bad" driver, but the chances of 30 computers all having this exact driver that could be bad just doesn't seem likely to me, maybe it is, but I just can't seem to wrap my head around this. We've been trying to figure this out for a couple of months, overall with no luck.
Trouble with GoTo Resolve on Teams : Can't see "My tickets"
Hello everyone, I had configured GoTo Resolve on Teams a month before going on vacation, and strangely, upon my return, I no longer had visibility of “My Tickets” from the GoTo Resolve application in Teams. I get a message indicating that I haven’t configured any service in GoTo Resolve, even though I have configured three. The same goes for users; when they create a ticket from the GoTo Resolve application in Teams, they get the same message when they click on “My Tickets”. Do you have any idea how to restore this visibility? I created a ticket with GoTo, and frankly, they asked me to update the Desktop console, which should restore access to the tickets… of course, it didn’t work.Latest GoToresolve Application is awful.
We are having all kinds of problems with this latest version. Servers not connecting, randomly going offline and have to restart the service, connecting but having a black screen, RDP servers connect to user sessions instead of the server itself just to name a few! Please someone fix this asap
Stop standard macos users from uninstalling unattended app
Hi folks, It looks like GoTo have finally released some documentation on mass deployment of the unattended app for Intune macOS. After a little tweaking of their documentation, I was able to get it installed on a device successfully. However! A standard user can just as easily uninstall the app! Simply click the icon in the task bar and click uninstall. The standard user is prompt with an "are you sure" box. Click yes, aaaaand its gone. Why is this possible? I could understand for an admin account, but a standard user?! There must also be some remnant of the app on the device because its been nearly 2 weeks and the app hasnt reinstalled. Cheers
Unable to transfer files in new desktop version 1.11.2.116
We were updated to the new desktop console 1.11.2.116 last week and have found a number of unattended devices where file transfer no longer works. It opens a file transfer window in the sessions pane, but the session window is blank. If file transfer is pressed multiple time to try to get it to work, each time it's pressed it also opens up a blank file transfer session. We have seen the same issue with using file manager to an unattended device we are not connected to. This does appear to be intermittant. UnattendedResolve version is1.18.0.4785🤖 Your AI Wish List: What’s Your #1 Must-Have? 🤖
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Duplicate Tickets appearing in different service groups?
Anyone else having the trouble where a ticket is generated under ticket group A but a duplicate ticket is also generated under ticket group B? We have several ticking groups to help manage ticket traffic, but suddenly that traffic as doubled because of the duplicates.New Reports
Is there a way to get more reports added to monitor the features that Resolve offers? Examples: 1.A completion report on updates scheduled 2.A life span report for inventory - to show how many computers are say 1, 2, 3, 4, 5 years old - another for computers that have exceeded there life span ThanksRecent changes to mouse behavior?
I've noticed recently that the mouse behavior has changed when in a remote session. For instance, when dragging a window I must click the mouse again in order to release the window. Conversely if I click a window, it's not necessary to hold the mouse button while moving the window. I have known this to be ClickLock in the past but my local laptop is not using the feature. What gives?How are you currently using AI at work?
In today's webinar,we focused on AI and how it's transforming the way we work. We are curious to hear from our customers.In what ways do you anticipating using AI in your day-to-day work in the future? If you already use AI tools, how do they currently support you in the workplace?We'd love to hear your feedback.Issue with time discrepancy in Helpdesk
An agent has recently pointed out that when the ticket gets updated it will state for example "updated this ticket on Jun 04, 2024 - 1:51pm" when the last update from the agent was 6/3/24 - 2:52pm. It's waiting an entire day before giving the message that the ticket has been updated. This was just brought to my attention yesterday and was seeking advice on getting this issue resolved/ bringing attention to it.
Pre-Preview ideas
This suggestions are not critical improvements, but will make GoTo Resolve easier to use: 1) make the support initial login screens( maybe the user connection menus) available to see for the remote support to see...like a sneak preview of just the remote user connection screens. Yes, this might be difficult without the actual client running on the remote computer, but provide a simulated screen view as it's the same screen view every time for each connection, because the user might be hung up at a certain screen so if we knew what they we looking at this might make guiding them easier. 2) cut-back on the useless connection info to the remote support person...or make it hidden unless something is clicked on. Seriously do not need to see all the same info each time setting up a remote session, and all that is needed is the necessary info like where they are stuck. Meaning please consider making the information available to the support technician condensed instead of throwing all the same info for every connection, but at the same time make this info available "if" the support technician wants to view this. Basically, the info that is given to the remote support technician, needs to be revamped and rethought out to make it smarter.Remote Execution fails in Resolve
I have GoTO Resolve, just signed up a short time ago, been using LogMeIn Central for many years. I have found that the Remote execution in Resolve does not function well at all. I can run the same .exe or .msi install file in Resolve (same parameters) as I do in Central. They almost always fail in Resolve, jump to Central and installs no problem. I have tried different parameters and all but just does not seem to do what it is designed to do. Interestingly enough it may work in Resolve, go back and rerun the same script on another machine and it will fail. Anyone noticed this or use this feature?Issue with GoTo Resolve and ESET antivirus (high CPU usage)
Hello One of our customers using ESET antivirus. After GoTo is deployed, the GoToResolve.Antivirus.App.exe process uses about 50% of the CPU, and sometimes 90%. Consequently, ESET (ekrn.exe process) also uses 50-90% of the CPU. The problem affects about 80 computers. We added exclusions in ESET for the GoTo application (an entire folder), but it did not do anything. Please advise. Thank you. LukaszGoToResolve Performance Issues?
Good morning. For several months, all of our GoToResolve users have been experiencing issues in connecting with our customers. For reference, we have about 25-30 people that use GTR, and we use it to log into customer locations (we do not typically use the unattended function, but send them through the support website). We are running into an inability to pull files back sometimes, dropped connections sometimes, and getting a message that says, "Control Has Been Suspended." When I say sometimes, I would estimate that roughly 40-50% of our logins result in these types of issues. We have reached out to GoToResolve and have sent several log files and more, but we have not had a response on next steps. Is anybody else experiencing these issues? We were told by a service technician that our company is the only one experiencing it, so it is not likely the GTR product. Thanks in advance for any help you can provide.Automatic Note Taking
I have noticed that in the latest release of GoToResolve the notes for the session seem to be automatically created and we now have to manually choose not to create the notes after the first set of notes has been created. Is there are a setting to disable this, as the notes generated just clog up the reports with information that is not required? Some of our sessions can last several hours if we are working on server updates and our users enter there own notes at the end of the session.
Issue with Finding Device Groups in GOTO Resolve Console
Hello, I'm reaching out to report an issue I'm facing in the GOTO Resolve console. Currently, I'm unable to locate groups that were previously available. The problem occurs when I try to create a group with the same name as one I'm attempting to find. The system indicates that a group with that name already exists. However, upon searching through the complete list of groups, I'm unable to locate it. It's important to note that these groups haven't been deleted, as the devices initially assigned to them are still accessible through device searches. However, their absence from the list of groups presents a significant management challenge for me. I'd appreciate it if you could investigate this matter and provide guidance on how to locate these missing groups in the GOTO Resolve console. Please don't hesitate to contact me if you need any additional information. Thank you for your attention to this issue. Best regards,Webinar Convo - AI: Where are you seeing an impact?
In today's webinar "By the Numbers: How AI Eases IT Overwhelm," we're exploring a recent GoTo study that suggests 92% of IT leaders believe AI would be beneficial to their teams. This study also found that AI could save IT teams up to 2.2 hours of work each day (~11 hours per week). Which day-to-day IT functions do you believe would be impacted the most by the use of AI? And where would you reinvest the time saved by using AI?GoTo.Resolve.PatchManagement.Client.exe Crashing Windows 7 PCs and Must be Uninstalled
In the past 2 days we have had 4 Windows 7 PC Lock up. After rebooting we see some erorrs in the windows error log and within 2 minutes the PCs lock up again - can't even connect from a different PC on the same network . The only way to resolve this is to uninstall GoToResolve. Once uninstalled, never locking up again. Description: A .NET application failed. Application: GoTo.Resolve.Alerts.Monitor.App.exe Path: C:\Program Files (x86)\GoTo Resolve Unattended\3981505752341795654\externalmodules\AlertsModule\1.2024.0319.1\GoTo.Resolve.Alerts.Monitor.App.exe Message: GC heap initialization failed with error 0x8007000E Failed to create CoreCLR, HRESULT: 0x8007000E I don't know if there has been a new update pushed out, but this just started happening yesterday. Hopefully this gets attention as it's crashing our customer's PCs and interrupting their business. I just opened a support ticket # 20224689 and am awaiting a resolution Is there any way to disable the anti virus, windows updates, patch management funcitonality? We just need remote accessRe: Resolve API - Device List
Is there no API endpoint to just get a list of all my devices? The dashboard is populated by some GraphQL calls, and even the CSV export, but there is no programmatic way to export my device list? Is there no way to get a list of my registered PRO devices? Logging in to the interface is not a sustainable way to get the list.GoPilot Terms of Use Question
Hello, I was directed here from the recent AI webinar that was hosted. I had this question for the team there. Maybe someone here can assist: Regarding zero trust : the cost of AI compute is very high, and one can understand the need to use external vendors and their systems, but the terms seem to explicitly mention that we lose control of our information upon using GoPilot. Can you elaborate on these terms, specifically item two in the below exerpt: "Although GoTo will endeavor to enable privacy and security controls made available to us by the Third-Party Providers, GoTo has no control over, and is not responsible for: (1) the quality, accuracy, effectiveness, safety, or security of AI-generated output; or (2) a Third-Party Provider’s use of your information after it has been transmitted to them." Am I interpreting this correctly? Is this an open loop in terms of information security? Thank you for your time.Caps Lock Issues
During Go To Resolve sessions (with either unattended systems or with users' computers), to enable caps lock it requires pressing the caps lock button twice. Same in reverse: if I want to disable caps lock, it requires pressing the button twice. The main reason I do this similar to what other GTR admins have reported (see:https://community.logmein.com/t5/GoTo-Resolve-Discussions/Can-t-type-characters-requiring-the-shift-key-on-some-remote/m-p/301328), where the shift key sometimes doesn't register (either missing entering the character at all or not capitalizing). This becomes frustrating when trying to enter case-sensitive characters that can't/shouldn't be copied and pasted. Is anyone else experiencing anything similar and besides just dealing with it are there any active support cases regarding this issue? Thanks, John NControl button Overlay when logged into a Machine
I need help. Idk why these buttons have sporadically popped up when I am remoting into machines but they make it extremely hard to control a computer. I cant type in my admin password unless I deliberately hit shift, release shift and then type the character. if i try to Win+R or Win+E not only does it come up on the screen I am controlling but it is also popping up on my machine so the command doesnt open the run command or the explorer. It's like the buttons are working on both my machine and theirs and I cannot deal with that. With security requirements nowadays I have to type my password into a remote machine minimum 3 times per remote session. It went away for a little while for some reason but its like my program updated yesterday and I had to resetup dark mode and my ticket list and now this is happening. Any info on how to remove this from my remote sessions would be amazing.
