Forum Discussion

ramonbakker's avatar
ramonbakker
Active Contributor
2 years ago

Some devices not showing host name, OS version and hardware specifications

Some devices not showing host name, OS version and hardware specifications.

It does show processes, events, memory, cpu, drive and network usage

The Launch terminal function is grayed out and does not work.

The Open file manager en Start remote control are active though.

11 Replies

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  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    That one I am still looking into. I know the team released an update for this issue a last week, I am checking to see if there are any additional updates or a reason why the update did not resolve this issue for you.

      

  • ramonbakker's avatar
    ramonbakker
    Active Contributor
    2 years ago
    Hi Glenn,

    Thanks for the update.
    What about the issue with the grouping of devices?
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi, we have a ticket open with the team for the issue of Labels not being selectable for Filters. As soon as there is a status update we will share it here in the community.

     

  • ramonbakker's avatar
    ramonbakker
    Active Contributor
    2 years ago
    Since this morning it looks like the devices are now suddenly showing the information which didn't appear before. Didn't changed anything so really weird, not even restarted or touched the clients (were powered on and untouched the whole time).

    The problem that adding some devices to a group is failing does still exist. Also the problem that the labels are not loading in the filter window still exist.
  • ramonbakker's avatar
    ramonbakker
    Active Contributor
    2 years ago

    Just tested on Edge as well, and adding some devices to a group doesn't work on this browser as well. Also the device information on some clients not showing.

  • ramonbakker's avatar
    ramonbakker
    Active Contributor
    2 years ago
    I think it would be best to have one of our support representatives work with you directly. I've opened a support ticket for you with all the details you have shared and made a note of your location
    - Okay!

    Do you have the same issues accessing the Console in your web browser and the agent desktop console?
    - Yes, both on the browser (Chrome, tested on 2 different computers) and desktop app

    If you can use a different network connection do you still see the same issues?
    - Yes, tried at work and and at home

    Also, i will try another browser (Edge) as well and will let you know the results (everything is up to date)
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Thank you ramonbakker . I have been unable to find any known issue that would result in this, and given the other issues you reported in the other post I think it would be best to have one of our support representatives work with you directly. I've opened a support ticket for you with all the details you have shared and made a note of your location. 

     

    Based on your comments in the other post where you mention that certain page elements do not load, I do wonder:

    • Do you have the same issues accessing the Console in your web browser and the agent desktop console?
    • If you can use a different network connection do you still see the same issues?
       
  • ramonbakker's avatar
    ramonbakker
    Active Contributor
    2 years ago
    Yes, it connects perfectly fine. Also the file manager works as expected.
    P.s. It does show last logged in usee and time though
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Thank you. If you try to start a Remote Control session does it connect successfully?