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tsgroup's avatar
tsgroup
New Contributor
3 months ago
Solved

File Browser not working as advertised

I recently installed the Unattended MSI file on a New Windows 11 Pro v24H2.  Though everything seems to work, when I try to open File Browser on the GTA menu bar I receive a message that says:  "To access the customer's files, log into or unlock their device."  I am logged in. I don't see a solution in the Knowledge Base.

Nothing opens on the remote session to allow access to their files.  Admin mode is ON.  I've never run across this problem before.  I wonder if it has something to do with MS Edge Browser on the client side.  Before wasting anyone's time, I drove an hour to the site with my laptop and tried it while sitting in front of the client's PC.  No pops or prompts to allow GTA access to File Explorer so I can download files.  

Any ideas?  Thank you.

  • GlennD's avatar
    GlennD
    2 months ago

    tsgroup I was able to find a report of this happening before and the following workaround:

    • while in session lock the Windows user account that is currently signed-in
    • unlock the user account with their Windows password and the File Manager should now have access

    Unfortunately, with the move to LMI Resolve going forward I am not confident this issue will be worked on, but I have reported it to the team.
     

      

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  • GlennD's avatar
    GlennD
    GoTo Manager
    2 months ago

    tsgroup I was able to find a report of this happening before and the following workaround:

    • while in session lock the Windows user account that is currently signed-in
    • unlock the user account with their Windows password and the File Manager should now have access

    Unfortunately, with the move to LMI Resolve going forward I am not confident this issue will be worked on, but I have reported it to the team.
     

      

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 months ago

    tsgroup Thank you. This isn't a known issue so I am researching what the cause could be.

  • tsgroup's avatar
    tsgroup
    New Contributor
    3 months ago

    No.  Just Windows Security.  This is a clean install.  But, yes, I normally do install TrendMicro's Security Agent once I have a new install up and running.  I did uninstall the unattended GTA and reinstalled a new download; nothing changed.  Thanks for the reply. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 months ago

    Hi tsgroup, 

     

    With the File Browser in GTARS v5 it does not open a window on the Unattended client side, so it is normal not to see anything on the client screen. Since you were in Admin Mode already there shouldn't be any additional prompts from Windows, does this Unattended client have any 3rd party security applications running?