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zmmeyer's avatar
zmmeyer
New Contributor
4 years ago

Unattended 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 😓

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  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Hi LWhite, welcome to the community.

     

    This issue should be resolved. After you reinstall are you able to connect reliably while they are in the list? Perhaps you could set up GoToAssist v5 Unattended support on some of these computers as well alongside v4, and use v5 to connect the next time this happens so you can see the desktop, and gather v4 logs?

     

  • LWhite's avatar
    LWhite
    New Contributor
    3 years ago

    Was this ever successfully resolved? I've started seeing this randomly happening with some of my GoTo Unattended Clients. They are all using ver 4.8 build 1702. I can RDP into the computer, uninstall/reinstall the client. It will show up in our Unattended list for a day or so, then just disappear again.

     

    I would really like to know how to fix this if there ever was a solution.

     

    Thanks.

  • Chad Johnson1's avatar
    Chad Johnson1
    New Contributor
    4 years ago

    I'm seeing the same thing.

    In my case they show up on my unattended list, but they show as offline, even when they are offline.

    I've lost possible a hundred unattended clients this way and it was fixed previously by installing the latest agent, version 5.6xxxxxxx.

     

    But now I'm seeing 5.6 agents unreachable as well.

     

  • zmmeyer's avatar
    zmmeyer
    New Contributor
    4 years ago

    thanks Ash. I'll have to reinstall GoTo on site tomorrow, it fell off again. I'll get these logs over asap.

  • zmmeyer's avatar
    zmmeyer
    New Contributor
    4 years ago

    The name is definitely unique. Where can I find those logs?

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    Does it happen to have the same nickname as another Unattended device? 

     

    If not, then we may need to look into the G2A log files on that computer to see when / where it's going offline.  

  • zmmeyer's avatar
    zmmeyer
    New Contributor
    4 years ago

    Hi Ash!

     

    This PC was not re-imaged from another one. We've actually had this PC in production for a couple years now and this issue just popped up.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    zmmeyer   Was the affected PC re-imaged from another one in the recent past?