Forum Discussion

SMPA's avatar
SMPA
New Member
3 years ago

GoToAssistv5 Unattended Agent failing to connect

I have Windows Servers/Workstations in local and remote office(s) with Unattended Agent deployed. In some cases, I am able to connect to the PCs, but not getting a response once the <CTRL> + <ALT> + <DEL> is clicked.

 

Un-installing/Re-installing does has not helped.

  • MAhlen2's avatar
    MAhlen2
    Visitor
    3 years ago

    I have a similar issue to the OP, but mine seems to be an issue with the screen. I am able to connect to a remote PC, but do not get a display from it if the PC's screen has gone to sleep. I am unable to send a <CTRL> + <ALT> + <DEL> in this state, and makes the remote connection useless. Un-installing/Re-installing does not fix the issue, and it seems to affect all of my Windows PCs. The only workaround is to set the screen to never sleep in Windows settings for each device I want to connect to. All of my remote PCs are the same version, v. 5.7.4.1606.

     

    Also, it's been a couple of weeks since an update was supposedly going to come out. I don't want to be impatient, but we all seem to be in quite an inconvenient situation with these issues.

    • wharfrat63's avatar
      wharfrat63
      Regular Visitor
      3 years ago
      Having the same issue. It's a crapshoot connecting to devices with unattended access installed.

      I've made similar observations about setting the screen turning off set to never and that does solve the problem but only if the actual desktop is already logged in.

      It seems to me to be more of an authentication issue than the display staying on.

      This will likely be fixed in the next release as they say but I have lost faith....

      AUTHENTICATION
    • AshC's avatar
      AshC
      Retired GoTo Contributor
      3 years ago

      Thanks for your patience.   I believe the final phase of testing is being completed now.  We may have a test version I can share soon. 

      • RBlanco's avatar
        RBlanco
        Active Contributor
        3 years ago

        Hi Ash, how much longer do we need to wait?  This is really affecting our business.  Thank you.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    3 years ago

    SMPA  [Update]   We're able to repro this in-house, and will be providing a patch coming soon.  I'll let you know as more info becomes available. 

     

    • RBlanco's avatar
      RBlanco
      Active Contributor
      3 years ago
      I am having the same issue. It will work when someone at the remote PC activates the login without actually entering the login credentials. It's like waking up the PC. Of course, this defeats the purpose of using unattended support.
      • AshC's avatar
        AshC
        Retired GoTo Contributor
        3 years ago

        RBlanco  I expect a fix in the upcoming release.  Thanks for your patience. 

      • AshC's avatar
        AshC
        Retired GoTo Contributor
        3 years ago

        Thanks for your patience.  We are working on the final update for the next release now.  It should be available within days.