Forum Discussion

SBrown42's avatar
SBrown42
Active Contributor
2 years ago

Unattended computers incorrectly showing as offline

Not strictly the same issue, but we have seen a lot of occasions when a system shows as offline when it isn't.  We have confirmed that the system is available as we can ping it from another device on the network as well as access the drives and services remotely (these are Windows devices).  As these units are often servers, or in use by a user, they can't be rebooted.  The only solution we have found (that seems to work 100% of the time) is to remotely restart the GTR service.  The machine then suddenly becomes online again.

 

There is no logic as to why a system would go off-line, but it seems to be an issue in the service/application rather than the device.

  • GoTo_Robi's avatar
    GoTo_Robi
    GoTo Contributor
    2 years ago

    Hi all,

    Thanks for the reports. We are aware that some devices are shown as offline although they are online.

    Please ensure you have the latest version installed, we have released tons of reliability fixes recently.

    It helped a lot, but we still see discrepancies.

    If you can reproduce the case, please send some details to me in a private message:

    - your email and company name so we know what company to check

    - device name 

    - device ID (if you check the device details, you can find in the URL
    something like this "syn-prd-ava-unattended-463fb3fa-36d9-1217-7155-2c81926ba7b1"

    - log from the remote device if possible
    (c:\Users\[%user name%]\AppData\Local\GoTo\GoTo Resolve Desktop Console")

    Pls note that our engineering team is in CET timezone and we need the device to show as offline when we check our system.
    Thanks for your help and cooperation.

    Br,

    Robi

    • GlennD's avatar
      GlennD
      GoTo Manager
      2 years ago

      I've split this out into its own post as it is more general and not specific to the post that was commented on.