GoToAssist Remote Support v5

Ask fellow GoToAssist v5 users your questions and give feedback. Share your knowledge and best practices with other IT and Support professionals.54 Posts

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File Browser not working as advertised
I recently installed the Unattended MSI file on a New Windows 11 Pro v24H2. Though everything seems to work, when I try to open File Browser on the GTA menu bar I receive a message that says: "To access the customer's files, log into or unlock their device." I am logged in. I don't see a solution in the Knowledge Base. Nothing opens on the remote session to allow access to their files. Admin mode is ON. I've never run across this problem before. I wonder if it has something to do with MS Edge Browser on the client side. Before wasting anyone's time, I drove an hour to the site with my laptop and tried it while sitting in front of the client's PC. No pops or prompts to allow GTA access to File Explorer so I can download files. Any ideas? Thank you.
Solved
tsgroup
New Contributor
7 days ago
26Views
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5Comments
v5.0 Session Stuck - Unable to Connect to End-user
Unable to reset a session that is stuck. End-user stopped the session, restarted PC, restarted the console. Tried reconnecting to the open session, states, "this session is no longer available". This 5.0 is very frustrating as most of the tools are not available, but it is the only G2A tool that works with W11 laptops??? I need to be able to connect to my end-user quickly to resolve the issue and not have to deal with a ton of issues to get connected. If the issues are not resolved, I will look for another reliable solution. Please advise, asap.
KSSupport
New Member
9 days ago
23Views
1like
1Comment
Request - Support for Android V. 14
GoToAssist v5 currently doesn't support Android version 14. Please put this into development! Our Service Desk is not able to support these mobile customers at this time.
mikeuchealth
New Member
2 months ago
21Views
0likes
2Comments
Switch between two languages keyboard
Hi! Since a couple of weeks GoToAssist V5 doesn't switch anymore between different languages keyboard. For example: I have an AZERTY keyboard and I work with a lot of computers with QWERTY keyboard, before GTA switched automatically my keyboard to the language keyboard of the remote client, now I need to guess which key of my AZERTY keyboard matches with the QWERTY keyboard. There is any solution or maybe updates about that? Thanks a lot for your responses.
Marina98
Active Contributor
3 months ago
54Views
0likes
4Comments
Android remote sessions - not connecting
Hi We use Goto assist for PC & Android devices. When connecting to Androids ( all the same Samsung phone type) some phones will connect buy sending them the fastsupport link, but others wont. The ones that wont ask the user to download the app, but they already have the app. I have to ask them to open the app and put in the code. Trying to understand why this is happening Thanks
CPL
New Member
4 months ago
54Views
0likes
2Comments
GTA v5 hangs when trying to start a remote session
So, when I try to start an attended remote session through various methods (emailed link, copied link, browse to fastsupport.com and enter the session ID, etc.), the yellow border and the Remote Support notification window appears on the farside PC, but the video stream never appears in the Agent Console: Any ideas? Thanks for all responses! Kevin
KevinOB-1
New Contributor
4 months ago
67Views
0likes
3Comments
Deleted a Device group, a very bad move, is seems.
The device group contained all devices, around 70. Since then I have tried to read support info, to get any lead into how to get the unattended PCs back. I have tried to delete endusers, wait, then out them back again. I should be able to send a new invitations email, but I am not given the opportunity to re-invite the user. The unatended GOTO agent is installed via Intune. All this have worked reasonably well for years, remoting to users all over the world. But now, I honestly feel I am stuck in some case 22 situation. Any help on this is would be appricated. /Urban
Solved
Thuben
New Member
6 months ago
89Views
0likes
1Comment
GotoAssist v5 - Double Click on slow bandwidth connections doesn't work
Hi there! Sometimes, on a poor bandwidth connection, I am not able to submit a "double click" to remote Windows PCs. Instead, two single clicks arrive at the remote machine. While trying to enter a folder I end up renaming that folder. What to do?
Woly
New Contributor
8 months ago
327Views
0likes
4Comments
GotoAssist v5 - Working with stored credentials
Hi! v4 lets me choose to login using the saved credentials or not. In v5 theres no way to choose, right? https://help.gotoassist.com/remote-support/help/storing-unattended-credentials-windows-only "The credentials are saved. Any agent connecting to the device will be logged in using the saved credentials." Sometimes the stored credentials are applied, and sometimes not. Where's the feature gone?
Woly
New Contributor
8 months ago
534Views
0likes
6Comments
GotoAssist v5 - Start technician console with parameters
Hey, can someone please provide a list of parameters available for technician console? I want to start my console in device view, without creating a new session (ra-technician-console.exe /deviceview for example). Thanks!
Solved
Woly
New Contributor
8 months ago
274Views
0likes
1Comment

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