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SupportMW's avatar
SupportMW
Active Contributor
7 months ago

Unable to transfer files in new desktop version 1.11.2.116

We were updated to the new desktop console 1.11.2.116 last week and have found a number of unattended devices where file transfer no longer works.  It opens a file transfer window in the sessions pane, but the session window is blank.  If file transfer is pressed multiple time to try to get it to work, each time it's pressed it also opens up a blank file transfer session.  We have seen the same issue with  using file manager to an unattended device we are not connected to.  This does appear to be intermittant.  Unattended Resolve version is 1.18.0.4785

9 Replies

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  • GlennD's avatar
    GlennD
    GoTo Manager
    3 months ago

    Hi SupportMW, I see this ticket is still being worked on, unfortunately, I do not have an ETA for when the fix will be released. 

  • SupportMW's avatar
    SupportMW
    Active Contributor
    3 months ago

    Is there an update on this issue?  We are still having issues where we are unable to transfer files and are forced to go back and use GoToAssist for file transfer.  Thanks

     

  • KateG's avatar
    KateG
    GoTo Manager
    6 months ago

    SupportMW - thanks for the quick response and for working with us. I've escalated this to the team for review. 

  • SupportMW's avatar
    SupportMW
    Active Contributor
    6 months ago

    Good morning.  I replied to your email with logs and information.

     

    Thanks,

    JIM

  • KateG's avatar
    KateG
    GoTo Manager
    6 months ago

    Hi SupportMW ,

     

    Our engineering team believes this may be a separate undocumented issue. In order to investigate further, could you send Desktop Console logs and screenshots? I've just sent an email to you where you can forward the information.

     

    You can grab the most recent log files by right-clicking on the Desktop Console and selecting "Export logs", but all the logs from the previous DC runs can be found here:

    "C:\Users\<username>\AppData\Local\GoTo\GoTo Resolve Desktop Console\Logs"

    "C:\Users\<username>\AppData\Local\GoTo\GoTo Resolve Desktop Console\CrashReportDB"

     

    Thanks for your patience as we investigate. 

  • KateG's avatar
    KateG
    GoTo Manager
    6 months ago

    SupportMW 

     

    Our product team is still investigating the file transfer issue, we will continue to follow up on this and update the thread as we learn more. Thanks for your patience.

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 months ago

    Hi SupportMW,

     

    I apologize for the frustration. I see the ticket being worked on and will ask for an update when I meet with the team on Thursday.

     

  • SupportMW's avatar
    SupportMW
    Active Contributor
    6 months ago

    Do we have any update on when a fix will be pushed out?  We are having to install GoToAssist so we can transfer files.  This is becoming a larger issue.  Thanks

  • KateG's avatar
    KateG
    GoTo Manager
    7 months ago

    SupportMW thanks for contacting the Community on this issue, I've checked internally and it does appear to be known. I've requested an update on the status and will update this thread when I hear more. 


    Thanks for your report and patience.