Installation failing - Can't create working folder
This is still for the go to resolve. would it be possible to get a script for the go to assist installer? unatteneded or not, i can't seem to get some of my computers to install. Same message with the "Can't create working folder"SolvedXander129 days agoActive Contributor405Views0likes4Comments- jmcdaniel13 months agoNew Member254Views0likes1Comment
GoToAssist Agent Vulnerabilities
Our Microsoft Defender Endpoint reported vulnerabilities in Openssl for the following GoToAssist agent files. I asked GoToAssist support but they don't have an estimated time frame of resolution. Should we find other remote tool? c:\program files\goto\gotoassist agent desktop console\libssl-3-x64.dll c:\program files\goto\gotoassist agent desktop console\libcrypto-3-x64.dll Associated CVEs (Severity):CVE-2023-2650 (High),CVE-2023-4807 (High),CVE-2023-0464 (Medium),CVE-2023-6129 (Medium),CVE-2023-2975 (Medium),CVE-2023-5363 (Medium).IBUS4 months agoActive Contributor1.6KViews0likes12CommentsUser unable to click on anything on the Host Comp...
Hi, I have a user that needs to have their permission switched on and off for security reasons. After sending them a link and connecting to LogMeIn they can access and use the computer as normal. Once the session is finished, I revoke their access by going to the removing their permission under the User Tab. The next day, when their session is due to start, I give them permission again, but when they log onto the comp, they can see, but cannot click/interact. Anyone have an answer to this? Driving me up the wall. I CANNOT leave them with permissions granted at all times due to security. I MUST be able to change their permissions daily. I have tried making sure they are logged out of LogMeIn server when I change permissions, to make sure their isn't an internal Permissions conflict, but the same thing happens. Thanks in advance for any help.LeProf834 months agoNew Member536Views0likes1CommentMac Keyboard Mapping - Again
Hello: I mentioned this in another Mac thread, but I'll break it out into its own rather than polluting that thread: We had this issue back in 2016 - and it's come back (or never went away and, for some reason, I didn't come across it again): running a Mac-to-Mac G2A session, if I bring up a file server authentication dialogue, every key I type results in 'a' being entered. Likewise I cannot type anything into a 'Connect to Server...' window - no keyboard entry at all. I running G2A 4.3.0.1575 on macOS 10.13.3; most of my clients aren't running High Sierra. And I don't get this issue with TeamViewer. Please get this fixed ASAP - the Mac really does feel like a second-class citizen round here... Pants.MoisiePants6 months agoActive Contributor4.8KViews0likes15CommentsRun as service is not working
Hi, I tried to activate the "Run as service" but it keeps on saying their is request on progress then it will say Failed to Run as service. As per user they don't see UAC to accept the Run as service. Is their a chance that I can cancel the previous request of Run as service? or How they can accept the Run as service if the UAC is not showing up in their laptop. Thank youCoffeeDay6 months agoNew Member369Views0likes1CommentRemote support issues on new Dell computers
I just got a shipment of new Dell Latitude 7440 laptops. GTA v5 is basically useless on all of these laptops. Once connected the remote control is basically non responsive. I am not in the process of working on the 4th computer and all have the same issue. The computer is new out of the box with nothing installed other than the factory OS image. Anyone else having this issue?bbazian2196 months agoActive Contributor430Views0likes3CommentsGotoAssist V4 unattended installer removes itself
Hello, I'm currently experiencing major issues while trying to add V4 GotoAssist unattended client to our machines. The problem is that it keeps removing itself from the device list, and when I check on the PC, I notice that it forgets the Unattended access logins completely. I've attempted to manually create a support session and add the device to our group list, but I still encounter the same issue. After 20-30 minutes, the device disappears from the devices list, and upon restarting, I can only see the 'Enable Unattended Access' option, whereas before, I could see the device name, etc. I've spent five hours on this problem without finding a solution. Additionally, I've added the g2a files to the Windows exclusions list. I have some log files and happy to share this.Solvedgokhan17 months agoNew Contributor1.8KViews0likes4CommentsUnattended Computer disappearing from GoToAssist?
Hi all - Over the past few weeks, we have had a computer disappear from out Unattended Support list. This has happened multiple times and it is always the same computer. Each time this happens, we have to go to the location and reinstall the program. GoToAssist is still on the PC and running when we arrive on site, so it appears to just be disappearing from our Unattended support list. I have tried full uninstalls/reinstalls using Revo uninstaller, but still have not had any luck. Anyone have any ideas? It's getting really old😓zmmeyer7 months agoNew Contributor4KViews0likes20CommentsDisplay issues on some machined when remoting in - Ongoing intermittent issue
Display issues on some machined when remoting in - Ongoing intermittent issue I have this occurring on 2 different machines where the screen does not seem to line up with mouse clicks or shows multiple screen images. Here is a photo of one way one of the machines looks. At other times the screen will display normally but you cannot click on items, mainly menus and application UI will not display properly. Shown here in the Windows Update screen Shown here in a screen showing outlook 365 Many things become unclickable or just are not refreshed in the remote UI or possibly not showing up in the localBBURZYCKI19 months agoActive Contributor2.1KViews0likes7CommentsRemote Support for a New iMac Running iMac OS Ventura
Hi folks, I remotely connected my Windows 10 PC (GTA v.4.8.0.17) to a brand new Apple iMac running OS Ventura (their latest OS). Once connected there is an issue when I type the letter "e" (in any box) it brings up the Apple Emoji Insertion Menu. It also happens when typing the letter "d" .... except that brings up the Apple Dictation Menu. The end user can type these letters for me and all is fine but when I try either of those 2 keyboard letters on my end - it doesn't work. I tried running Apple Updates, ending the support session, rebooting both computers, and reconnecting with a new remote session, and it still happens. Thanks for any insight the community may have with fixing this issue.SolvedWheelie2 years agoActive Contributor2.7KViews0likes8CommentsV4 to V5 upgrade - Ctrl-Alt-Delete or mouse isn't working for Servers on Proxmox
Other PC's seems to be fine when remoting into the v5 agent, but with our servers (2012 R2 and 2016) I'm stuck on the login screen. I have to use v4 to remote in and then login, then I can switch back to v5 and it works with no issues. We are using Proxmox so I'm not sure if that could be causing the issue ? Has anyone had this issue before ?Robb42 years agoActive Contributor3.8KViews1like18CommentsCustomers automatically disconnected before session starts
I have two unattended computers that refuse to connect. The start to link then for some reason they are disconnected. The software configuration on both systems has not changed. Has anyone ran into this issue and is so how do you fix it?Erin1112 years agoNew Member6.5KViews0likes11CommentsChanging Computer Name (Device Name)
Hi Folks! First time posting a question here but I am a long time user of the FastSupport GoToAssist Remote product. QUESTION: Is it possible to change the computer's "Device Name" (computer name) without losing my connection to the computer on the next reboot? Every time I change the computer's name then reboot I get the message "Customer has left this session" and it never reconnects. Then I have to ask the end user to start the session all over again with a new Support Key. Thanks! 😊Wheelie2 years agoActive Contributor1.6KViews0likes3CommentsRequire ability to filter and sort service desk tickets by any column or multiple columns in display
Our Organization has about 20 different services, 30 different "companies" and likely 200+ customers. When I am in my service desk queue view, I have the ticket No, "last updated by", "title", "service", 'due date', "customer name", "company name" columns displayed. Now I know that I can filter out the display to just one service but sometimes I need to see all the tickets submitted by one "customer name" so that when I am speaking with that customer I can find all their tickets in short order and clear them all at once. Sometimes, I'm at one of the company sites, so I need to be able to filter by company name, sort by customer name so that I'm not running back and forth around their building, or spending extraneous amounts of time scrolling up and down looking for each persons tickets. Therefore, having the ability to filter and sort by any column displayed (or not displayed) would be immensely helpful to me. Basically the same ability one has in an excel spreadsheet to filter and sort items to make it easier to find, complete tickets in the most efficient manner.JVH2 years agoActive Contributor888Views0likes0CommentsWhich Executable for Unattended GTA?
Occasionally, I have Windows 10 Pro workstations that suddenly fail to work with installed Unattended GTA. This is version 4.8. Right now, I have a workstation that has been refreshed with local hands-on help but this help needs to be repeated every few days. That is not good! All other workstations seem to be working fine in the same site, etc. I see a large number of .exe files on the computers for GTA. I'm wondering which one might be RUN in order to resolve this problem remotely? I can access using RDP for this. Of course, I'm hoping that running one of these will fix the problem. I believe I've done it before but long ago. I can see that the service is still running but no icon in the system tray.... ????Fred Marshall2 years agoContributor2.8KViews0likes12Commentserror running GoTo Assist
Running Windows 10 Pro on a domain with complete admin rights. When running the G2A-RS Attended App, get the following: The Folder is there, and when I open up a second file explorer to monitor that location, the folder and the files are put there. Once OK is clicked, they go away and the program does not allow for remote access. I scanned the computer for errors, viruses and such. Nothing out of the ordinary. Has been working for years. This just started. I uninstalled all logmein programs on the PC, turned off firewall, still the same problem. I can go to the AppData folders and create folders with no problems. Any help would be appreciated. KevinSolvedkevinbarrett2 years agoNew Contributor2KViews0likes2CommentsAccidentally deleted super admin account
Hi I was trying to remove the super admin from a device group and managed to delete him even though I am only an admin, seems crazy a fool like me can have permission to do that. How do I restore him as super admin? my admin account doesn't let me set roles as far as I can see. He was the only super admin. thanks for any advice. 🙂SolvedKingJason3 years agoActive Contributor2.7KViews0likes5CommentsUnattended window randomly pops to foreground
This issue is in another post from 6 years ago, the problem still exists in Version 4... https://community.logmein.com/t5/GoToAssist-Remote-Support/unattended-window-randomly-pops-to-foreground/m-p/183809 "Since the latest version that added the feature "Unattended window remain open after connecting", while performing remotes, I'll frequently tab over to a web browser on my system and start doing research, twice now while doing this the unattended computer list just pops up into the foreground. I'm starting to sound like a broken record, G2A is the only app on my system that continuously has background and foreground problems, I've never seen anything like this on any other software. Sure it's a minor annoyance but I felt I should notify someone as I'm thinking it can't be unique to me alone. The frustrating part is I don't know how to reproduce the problem and no indication what is causing it, but this along with the transfer window getting backgrounded on customer systems makes me think this is some kind of rare bug." Is there anything that can be done to stop this from happening? I opened a support ticket but was told that they would have to see the problem happen but there is no way to reproduce it while they watch, the window opens randomly. This is very annoying and I would love to find a way to make it stop.Barryz3 years agoNew Member1.1KViews0likes1CommentGoTo Admin Center Access
I have been using GoToAssist for about 5-6 years now at my last 2 companies, but this one is much larger with more users. I am in the process of revamping our setup in terms of device groups and what not, along with upgrading to v5. In doing so, there are a few differences I've noticed. The gentleman I spoke to yesterday with support recommended I bring my questions around to this forum to possibly make some new changes. I am looking to see if there is the ability to implement user permissions for user groups to restrict users' abilities to make changes for the unattended access. More specifically, I'd like to know if I could create a user group for members of our IT department to be added to, and restrict their access from being able to delete an unattended device from the Device Groups, and so that they cannot rename or delete Device Groups. All users I would be adding to this User Group are standard users and not admins or super admins. I am hoping this is possible to do in the near future so I can roll this out with our company cleanup! Thank you!Solvedwj22043 years agoNew Contributor1.9KViews0likes2CommentsGoToAssist Remote Support iOS app version 2.1.2 Build 802
GoToAssist Remote Support iOS app version 2.1.2 Build 802 does not show the unattended devices. All of the devices are up to date with the agent GoToAssist Unattended version 5.2.1. Is there another iOS app that supports version 5? Thank you.SolvedRBlanco4 years agoActive Contributor2.1KViews0likes3CommentsMicrosoft Visual C++ Runtime Library
Hi, I have issue when installing GoToAssist The C++ runtimes Library are installed Do i have to reinstall its ? Thx. BenSolvedbenthien4 years agoNew Contributor2.1KViews0likes2CommentsBulk delete v4 devices in v5
I am not seeing a way to bulk delete devices in Gotoassist v5. This is a big problem for many reasons. When installing Gotoassist unattended v5 it is installing side by side with v4 causing duplicates in the console devices list. All these v4 duplicates have to be deleted from the console devices list. Devices are decommissioned and have to be removed manually This is feature absolutely necessary for larger organizations. A partial fix would be for Logmein to change the v5 customer installer to remove old versions prior to installing the new, but that still doesn't remove the duplicate devices from console.Solvedderekm14 years agoActive Contributor3KViews0likes5CommentsGotoAssist Unattendend restarts itself
Hello. I have the issue that everytime i want to close GoToAssist's Unattendend Processes, they just keep restarting itself. I already uninstalled GoToAssist itself. but it keeps running. Is there any solution i could fix this problem? And Yes: i downloaded it from the official website.SolvedHauber4 years agoNew Contributor2.8KViews0likes6CommentsCLicking a remote assist link starts download then errors out with code 12029
We have remote support for an application and they use GoToAssist. On this one computer suddenly when it goes to start downloading gotoassist app after clicking the connection link in email, it pops up an error right away. And if i run a version of the gotoassist.exe file in the downloads folder, it never connects the connecting box just stays there for a few mins and the app closes. I opened the log and this is what it says: 2021-05-12 09:43:58.586 -0700 e: [g2o] <4374> [handleUrl] completed: 14029 (ECOsInetError::eCANNOT_CONNECT), The API HttpSendRequestEx failed with code 12029. A connection with the server could not be established Error occurred at , downloaderapp.cpp:917 Error occurred at , downloaderapp.cpp:1016 2021-05-12 09:43:58.588 -0700 i: [g2o] <4374> [completeInstall] started 2021-05-12 09:43:58.590 -0700 i: [g2o] <4374> [leaveSingleInstance] started 2021-05-12 09:43:58.592 -0700 i: [g2o] <4374> [startSendTelemetry] started 2021-05-12 09:43:58.594 -0700 i: [g2o] <4374> [notifyUserIfFatalError] started 2021-05-12 09:43:58.596 -0700 e: [g2o] <4374> flow error (not displayed): (14029) "ECOsInetError::eCANNOT_CONNECT" The API HttpSendRequestEx failed with code 12029. A connection with the server could not be established Error occurred at , downloaderapp.cpp:917 Error occurred at , downloaderapp.cpp:1016 2021-05-12 09:43:58.598 -0700 e: [g2o] <4374> displaying error: GoTo Opener encountered an error: Error 12029 sending request to server launch.getgo.com A connection with the server could not be established Please restart the download or contact Global Customer Support at <a href="http://link.logmeininc.com/get-help">http://link.logmeininc.com/get-h elp</a>. I have tried on my own company PC and it works fine, it's just this one PC so far that's having an issue. We already tried rebooting it , didn't help. Also tried Chrome, Edge and Firefox, all do the same thing. And one thing said to go to control panel > internet Options > advance and reset, did that too and still this error remains. And I have also gone into add/remove and uninstalled gotoassist / rebooted . What else to try? One difference between this problem PC and my own is that the other PC has the gotomeeting program loaded on it as well for remote access. My PC does not. This isn't something new gotomypc has been on that PC for over a year without a problem but i thought i'd just mention it in case it possibly might be impacting the operation for some reason now of gotoassist.Solvedkstewardson4 years agoActive Contributor3.1KViews0likes2Commentshow can i export or print a list of all devices from goto assist, it used to be possible in the old version!
why is there no reporting available on the devices listed within gotoassist any more? I used to be able to export the all devices list! how can I do this now in the new version?Solvedadam morgan4 years agoNew Member10KViews1like14CommentsGoTo Opener Error "Timestamp signature or certificate could not be verified or is malformed"
Attempting to set up a session for a user and get the following: Log files here: https://pastebin.com/7eZRpQ7N Tried installing security certificates from this fix but got the same result: https://community.logmein.com/t5/GoToAssist-Remote-Support/GoTo-Opener-encountered-an-error-after-initialization-The-server/m-p/199259#M5603 Not sure what else I can try here. Any ideas?Solvedpaulwsyd4 years agoNew Member26KViews0likes11CommentsCan't login on Fresh Windows 7 install
Good day, I installed GTA Expert on a fresh Windows 7 install and I cannot log into the software. I get the login screen where it asks for the username, which I type in. Clicking "next" doesn't do anything. It just sits there at the login. I have network connections and I was able to use the software a few days ago on the exact same machine before I had to reinstall Windows. I've downloaded the installer fresh from the website. The program sits in the system tray, not indivating any problems. I can login to the web interface on Chrome and see all the remote amchines, but I can't launch the opener. What am I doing wrong? GTA used to run on anything and everything with none of this trouble.Solvedrelianceadmin5 years agoActive Contributor6.2KViews0likes12CommentsMacOS Mojave Privacy Setting Causes Chicken or Egg Dilemma
Recently installed the latest version of MacOS as of 20180924 (Mojave) on a test laptop. The first issue I have noticed is that when connecting to this client for the first time, it will not allow the "technician" to control the computer until a privacy setting has been modified. The main problem with this is, the privacy setting modification required admin rights... which only the technicians in my situation have! As of now, it seems like one of our technicians will have to modify this in-person on each computer, which is not practical since many computers are remote.Solvedcdavis7145 years agoActive Contributor31KViews1like89Comments- VinceMHAW5 years agoActive Contributor3.2KViews0likes2Comments
Distribute assignees in portal?
We're just setting up the web portal feature for GoToAssist. So far, all of the support requests that customers send through it are sent to one person. Is there a way to distribute them among users (staff)? Thanks.SolvedVinceMHAW5 years agoActive Contributor2.2KViews0likes4CommentsMove device between device groups
How does one move a device between device groups? If a PC has been misplaced, can it be moved or must it be removed and reset?SolvedVinceMHAW5 years agoActive Contributor3KViews0likes3CommentsBlack screen when connecting to Windows machines with Trend Micro installed
I have several customer now with Windows computers running Windows 10 Pro, Windows 2016 Server or 2019 Server where Trend Micro AV is installed. I try to connect with Go To Assist Unattended Support and the session starts, it's says Connecting...then I just get a black screen. After about 30 seconds I get a message that says "Some programs, especially antivirus programs, cause remote support sessions to quit because they don't allow remote computer access. Please disable any unnecessary programs or remote access restrictions on the unattended machine and try again." I was able to get one of the customers to uninstall Trend Micro and I am now able to remotely access their Windows computer again, but the other 2 customers refuse to uninstall Trend Micro. I have asked LMI support what needs to be done to allow Go To Assist Unattended to work with Trend Micro. LMI support gave me this link to whitelisting and firewall configurationhttps://support.goto.com/webinar/help/optimal-firewall-configuration-g2w060025 which does not help. Has anyone else run into this issue with Trend Micro? Any assistance would be appreciated.Solvedkenklabeltraxx5 years agoActive Contributor5.9KViews0likes3CommentsGoToAssist Mac 10.15 Catalina support
Catalina is goin to be released soon and GoToAssist still doesn't work. Is there an update coming soon? It's very cumbersome having to use the web based Rescue instead of the regular GoToAssist app on my MacbookSolvedShaun775 years agoActive Contributor22KViews1like46CommentsGotoAssistExpert downgrades itself to previous version
Hi, my version of GotoAssistExpert got recently upgraded to version 4.7.1673. However, whenever I start it, it downgrades itself to version 4.6.1624 stating "Your version has been upgraded to the newest version 4.6.1624". How can I prevent G2A from doing that? Thanks in advance.SolvedSHanau665 years agoNew Contributor2.3KViews0likes4CommentsUnattended Device not on the list
I've installed 3 unattended computers today. The first two went fine. The 3rd one isn't showing up on the list even though they usually show up right away. So, now I can't continue from afar until it shows up. I don't know how to fix this.... It doesn't show up on the desktop app list of computers. It doesn't show up on the web list either.SolvedFred Marshall6 years agoContributor3.5KViews0likes4CommentsUnattended gotoassist executable
I have been reluctant to use the unattended feature with my clientelle because of a perceived potential liability issue. However, many of my clients in my area are elderly, and have issues with the simple steps needed in trying to connect with me remotely. So for the more "challenged" ones, I am going to move to the unattended install regardless of the risk. Am I to assume that I can place the unattended install executable (g2ax_customer_combined_dll_full_win32_en_US.exe) on a flash drive and install the unattended program whenever I am in front of a customers PC? I assume the part of the install program whereby I login to my account establishes the association for the client PC with my group. Correct?SolvedStephen Hunt6 years agoActive Contributor3.7KViews0likes2CommentsGoToAssist support key redirect changed. User has to enter key twice
Our customers used to be able to enter a support key on www.hairtools.dk/k and when clicking "connect" they would be presented with the GoToAssist helper download and would afterwards connect to the support session. Since a few days ago, when our customers enter any value in the support key field on the page I linked they are redirected to the front page of fastsupport.com and will have to enter the support key again.What was changed to break this functionality? We don't want to redirect users to fastsupport.com (Too much distracting info, our customers are not native in english)Solvedrandomusername6 years agoActive Contributor6.2KViews2likes12CommentsCloned computers show up as one device in unattended support
Having learned better now, we are stuck with a few new computers that were cloned from the same image and soon discovered that the GoToAssist Unattended only lists one computer in my console. I had found a post here from last year with someone who did the same thing and had the same problem, and they were directed to a KB article that documented how to clean it up. But, that link no longer works. Another post mentioned a registry key that had a UUID that needed to be deleted, but I checked all the systems and that key does not exist. I have uninstalled the unattended software and reinstalled but the issue persists. I'm guessing that now GTA either uses the computer SID (which is identical on these systems...I know...I know...) now or uses it's own UUID that is stored somewhere else. Is there a way to get each of these systems recognized by the unattended software so they each show up in my console?Solvedlancorp6 years agoNew Contributor5.1KViews0likes4CommentsAppLocker (GPO) blocks GoToAssist_Corporate_Customer.exe
GoToAssist_Corporate_Customer.exe tries to expand iteself to %TEMP% and run code from there. For security reason this is not allowed (AppLocker). All Programs have to run from "C:\Program Files...". Does anyone know how to handle this?SolvedThiloL6 years agoNew Contributor3.3KViews0likes4CommentsGoTo Opener encountered an error after initialization: The server deliveredthe unexpected content
Hi I cannot start remote session with GoTo Opener. I've gotan error after initialization: "The server delivered the unexpected content-type application/x-msdownload. Failed to download GoToAssist from our servers." I have already tried to run session withGoToAssist Attended App and it works with no issues. Unfortunately it's not a solution for me since the link to Fastsupport site is in our application and it's not easy to modify our software.SolvedRafalW6 years agoActive Contributor33KViews0likes9Comments