Forum Discussion

Active Contributor

5 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 pan...

GoTo Moderator

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.

Active Contributor

4 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

GlennD
GoTo Manager
4 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.
KateG
GoTo Moderator
4 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.
- KateG
  GoTo Moderator
  4 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.
  - SupportMW
    Active Contributor
    4 months ago
    Good morning. I replied to your email with logs and information.
    
    Thanks,
    JIM