So, when I try to start an attended remote session through various methods (emailed link, copied link, browse to fastsupport.com and enter the session ID, etc.), the yellow border and the Remote Support notification window appears on the farside PC, but the video stream never appears in the Agent Console:
Any ideas?
Thanks for all responses!
Kevin
Hi KevinOB-1, welcome to the community.
Since this looks like a connection issue I would start with reviewing our allow listing article: https://support.goto.com/remote-support/help/what-should-i-allow-on-my-firewall-for-gotoassist-remote-support-v5 Have you held any successful support sessions on this network before?
Hi Glenn,
Hard to say, as we use GTA on several client networks for remote control of our equipment. This is the first time I can say that I've seen the process hang in this particular spot - so near to success, yet unrealized. Usually, when a client's network specifically denies GTA, it will be plainly evident in the form of a denial when browsing to fastsupport.com, etc. I've never seen it go through this much of the process and appear to be working on the farside, but hang in the console.
With the video stream being unable to connect like that I was thinking a port could be blocked. I'm checking with team for suggestions.
