Unattended access clients off line

Mark_Jenkins  I'm sorry, this is a known issue we are currently addressing with the latest v5 installation.  This is a very high priority, and I expect more information within the coming days.

We are seeing a lot of machines with multiple icons on the taskbar (the most I have seen is 15) which will shrink back to one if you hover over with a mouse but in the task manager, we are now seeing many GoToAssistCrashHandler.exe processes. If you leave machine running the number will increase.

Machines are all running version 5.2.1.883 on Windows 10 and do seem to stay online.

If anyone has a PC affected by the abnormal behaviors mentioned on this thread (running the current v5 software), please email the address 'gotoservice@logmein.com' with the GoTo log files located in C:\Program Files (x86)\GoToAssist Remote Support Unattended\XXXXXXXXX\appdata

Thanks for your patience.

Thanks for your patience everyone, we continue to confirm the behavior should be working as expected.  Sorry it is taking so long. 

For the time being, please continue to use GoToAssist V4 as a backup / alternative until V5 is fully resolved.

I will look today to see what we are seeing with the new client.  Not sure it is any better.

We are finding that machines are not showing up on the device list and rebooting means it is just random as to if the machines will.  The new client seems very random on if it will start.  As GTA support have been unable to answer this and other issues relating to reports in V5 and recording sessions we are looking to seek a full refund and move to another product.  We like V5 but do not think it is ready for commercial use.  Which I am sorry to say.

Agent 5.2.1.883 is giving me more headaches.  After several reboots, the agent is showing up as updated to this version.  Then on some machines we have seen up to four GTA icons in the taskbar which disappear when moving the mouse over them and on the same machines and others we have seen no icons and we now have more machines than before not showing up on the device screen.

How can I stop this upgrade and how do I go back to the previous version 5.1.2.675 as this worked better for us?

In future please allow us to select machines to upgrade so that we can carry out testing firat as this release has caused more problems than it sloved.

Thank you for your patience with the Offline Unattended issue. 

A fix has been released via Applet version 5.2.1.883 to address this issue.  Please be advised that the affected Unattended machines will need to be rebooted to receive the update.  Once complete, they should appear online within the Device Inventory.

** During testing there were two issues we identified in some cases that may affect performance:

1. Multiple Customer App icons in the System Tray after updating to 5.2.1.883
2. Unstable Unattended Sessions when working with version 5.2.1.883

After completing the upgrade, if you notice any odd behavior please  let us know the following:

• After restarting, did your Offline Unattended Devices update successfully to 5.2.1.883 and automatically come back online?
• Are there any issues with the Unattended Device now that it is Online?
  Please describe any abnormal behavior specifically, such as 'multiple system tray icons' or 'unstable connection', etc.

We are still having this issue with clients falling off and showing as off line.  This happens intermittently.  May be time to look for a new solution.  This has become too unstable for us.