Forum Discussion

tophneal's avatar
tophneal
Active Contributor
5 months ago

Unattended agent not correctly reinstalling

I learned today one of our Windows devices was mistakenly removed from the GoToResolve console. Upon sending the user a link for a remote session and joining it, I tried several times to uninstall the Unattended Agent (through the context menu for the app in the system tray and Settings > Apps.)

 

Each uninstall seemed to work correctly, but when I sent a more recent installer for the Unattended Agent to their computer to reinstall and add back to the console, each time the agent installation failed claiming that it could not create the working directory (sorry I don't have the exact error message text on hand.)

 

What causes this error? How can I get around the error to get the agent to reinstall and add the device back to my console correctly? Do I need to uninstall it and delete any remnants that may be left behind in the Program Files directory? Given this user is in our executive group, I'd like to resolve this issue as quickly and simply as possible so I don't have to bother them to start an attended session if all I need is to run a few lines in Terminal/PowerShell.

    • sromeiser's avatar
      sromeiser
      New Contributor
      3 months ago

      Glenn, 

       

      Yes, many of times, I have had GoTo support remoted into some of the affected servers and this script seems to work, but the agent cannot be reinstalled. I get the same error message as others have stated. 

  • DSD_SteveP's avatar
    DSD_SteveP
    New Contributor
    5 months ago

    I am also receiving the "GoTo Resolve Installation Failed.  Can't create working folder."  error message on one device.  Same message regardless of using exe or msi and regardless of the windows user running the installation file??

     

    • SBrown42's avatar
      SBrown42
      Active Contributor
      5 months ago

      I had the same issue over the weekend manually updating a whole site where the auto-update just failed to work.  I got around the issue by using GTR to go to one server and then RDP'ing from there to the server with the issue, removing GTR, rebooting and then re-installing GTR using the EXE file.  The MSI kept telling me there was a CAB file missing.

      • DSD_SteveP's avatar
        DSD_SteveP
        New Contributor
        5 months ago

        Success.  Uninstalled and reinstalled running exe installer as administrator.  Thank you.

  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago

    Hi tophneal,

     

    I believe this is a result of some files being left behind after Unattended access was removed, and that rebooting the computer will clear them out. Just incase that does not correct the issue, I am going to email you a zipped cleanup script that will remove any lingering files from the previous install.

     

    • Colboy's avatar
      Colboy
      Visitor
      2 months ago

      Glenn,

      Sorry I am having difficulty with installing GoTo Resolve on a few devices. 'Cannot create a working folder'. I believe you have a PowerShell script that will help resolve this matter, please can I ask for a copy of the script to run? Many thanks Colin 

    • SBrown42's avatar
      SBrown42
      Active Contributor
      3 months ago

      Glenn,

       

      As so many users are getting this issue, would it be possible for the script to be made accessible so that we can download it without having to request it?

       

      We have had this issue on a number of sites and have ended up having to connect to another system on the customer site, then using RDP to access the machine with the issue to clean up the GTR install and then re-installing GTR.

    • JDG15's avatar
      JDG15
      New Contributor
      3 months ago

      I had been experiencing same error "Goto Resolve installation failed Can't create working folder" can I request for the script to resolve this one. Thanks.