Forum Discussion

randomusername's avatar
randomusername
Active Contributor
6 years ago

GoToAssist support key redirect changed. User has to enter key twice

Our customers used to be able to enter a support key on www.hairtools.dk/k and when clicking "connect" they would be presented with the GoToAssist helper download and would afterwards connect to the support session.

 

Since a few days ago, when our customers enter any value in the support key field on the page I linked they are redirected to the front page of fastsupport.com and will have to enter the support key again. What was changed to break this functionality?

 

We don't want to redirect users to fastsupport.com (Too much distracting info, our customers are not native in english)  

  • AshC's avatar
    AshC
    6 years ago

    randomusername Eshgro  We have made some adjustments to the connection flow.  If you see any improvements could you let us know?

  • Eshgro's avatar
    Eshgro
    Active Contributor
    6 years ago

    We have exactly the same problem. We customized our support portal, we embedded the "Connect" box using an iframe on our website. This worked perfectly. But since yesterday when customers enter the Support Key they get redirected to https://www.fastsupport.com/ instead of an Support Session being started. This is confusing because this is not what our customers expect (also not native English) and they have to enter the Support Key again.

    • randomusername's avatar
      randomusername
      Active Contributor
      6 years ago

      Looking at it further it might be because of the update yesterday (https://community.logmein.com/t5/GoToAssist-Remote-Support-News/Admin-Center-v4-35-0-Web-Release-Notes/ba-p/199827)

       

      "

      • Admins can now go to the "Organization" pane in Admin Settings to access the Organization Center, where they can create and manage organizations for setting up the Active Directory Connector v2 (automated provisioning) and/or enabling Enterprise Sign-In (SSO) for users.  "

      Its wierdly worded, but I assume SSO stands for Single Sign On. I don't hope this is the case as changing the flow unannounced for end users is going to have a big impact, as it just did for us. In any case, i'd like someone from gotoassist to confirm whether this change is intentional or not.

      • GlennD's avatar
        GlennD
        GoTo Manager
        6 years ago

        Hi,

         

        Yesterday we made two small changes to fastsupport.com that are part of our ongoing efforts to discourage the abuse of our service by tech support scammers. One of the methods scammers use to trick people into giving them access to their computers is to add a legitimate businesses name to the fastsupport.com URL e.g https://fastsupport.com/Apple  to reinforce the lie that they were who they said they were.  

         

        If I recall correctly, we allowed this originally as a way for customers to personalize the fastsupport.com URL, but now that it is being abused we have changed this so that it automatically redirects back to the official fastsupport.com page which displays the warning and Report Abuse link.

         

        Unfortunately, this change is also affecting those of you who have embedded fastsupport.com in your own websites, for that I apologize. The team has been made aware and are working on correcting this currently.