Recent Discussions
Unattended Agent not updating
We have a handful of unattended agents that mistakenly had an older versioninstalled (ver 1.7.4.1487). The older versions show up on our device list however Terminal, File manager and Remote Execution fail to connect to the device. Will the devices auto-update or does it require a uninstall/reinstall? If they're supposed to auto-update how long should it take for the client to update itself? It's been ~2 days so far. Thanks! BillSolvedbill_AZ24 hours agoActive Contributor564Views0likes7CommentsStrange 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.dstclair24 hours agoActive Contributor14Views0likes2CommentsCan'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.kenklabeltraxx3 days agoActive Contributor3.9KViews2likes18CommentsGoToResolve 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.ecdrew199416 days agoActive Contributor94Views0likes1CommentTrouble 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.Greg_IT27 days agoNew Member96Views0likes1CommentGo to resolve unattended installer
Good day. May I know where can I download the latest version of unattended access installer? Also, I am looking at my device groups console and I have 5 users who are reporting to offline but they are online. Appreciate the response.SolvedJDG1530 days agoNew Contributor114Views0likes1CommentUnattended agent not correctly reinstalling
I learned today one of our Windows devices was mistakenly removed from the GoToResolve console. Upon sending the user a link for a remote session and joining it, I tried several times to uninstall the Unattended Agent (through the context menu for the app in the system tray and Settings > Apps.) Each uninstall seemed to work correctly, but when I sent a more recent installer for the Unattended Agent to their computer to reinstall and add back to the console, each time the agent installation failed claiming that it could not create the working directory (sorry I don't have the exact error message text on hand.) What causes this error? How can I get around the error to get the agent to reinstall and add the device back to my console correctly? Do I need to uninstall it and delete any remnants that may be left behind in the Program Files directory? Given this user is in our executive group, I'd like to resolve this issue as quickly and simply as possible so I don't have to bother them to start an attended session if all I need is to run a few lines in Terminal/PowerShell.Solvedtophneal31 days agoActive Contributor1.5KViews0likes58CommentsLatest 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 asapChrisNeils2 months agoNew Contributor201Views0likes2CommentsUnattended access connecting into RDP sessions on Windows Server instead of to the console
We started having a problem yesterday where we were unable to connect to several unattended devices (all Windows Servers). I was only able to connect to 1 out of the 5 or 6 I tried. I had several of these clients reboot their servers last night and I rebooted my PC as well. The problem is the same this morning. The devices show On-Line and I can try to connect, enter my Security Key, then click Connect Now and the screen just goes black and I never get anything to show up like a login screen. Clicking the Control+Alt+Delete button at the top of the console window does nothing either. This was in the desktop app, so switched over to the web console in a browser and it behaved the same way on these devices. I logged out on this computer, went to an older Windows 10 PC and logged in there and same problem there. Came back to my Windows 11 PC and eventually it did connect to 1 of these servers, but it connected me in with a user RDP session in progress, so once I realized what was happening I quickly disconnected to avoid interfering with him, but was on long enough to realize I was in an RDP session and not connected to the console session. I now realize all of the servers I was unable to connect to yesterday and today have multiple RDP users logged in all day. In the past, I have always been connected to the console not an RDP session. And the 1 server I was able to connect to yesterday does not have any RDP users so guess that is why that one worked fine. Seems like something has changed recently that is causing this. I tried contacting support but clicking that link takes you to a page saying "We're here to help" but there is no way to submit a support ticket that I could find or any other links on that page to click on. Is anyone else having a problem like that that seems to have just started very recently? We have been using GoToResolve on these same servers since early December 2023 without ever having had this problem before yesterday. Thanks!SolvedDRC-WV2 months agoActive Contributor509Views2likes12Comments