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gokhan1's avatar
gokhan1
Active Contributor
2 days ago

GoToAssist V4 Unattended Installer Frequently Failing to Install

I'm experiencing an ongoing issue with the GoToAssist V4 unattended installer that's becoming quite frustrating.
I regularly need to download a fresh copy of the EXE installer - sometimes every couple of weeks, other times every couple of days - as it suddenly refuses to install without any error messages.

When the installer is working correctly, I can right-click and see the Device Group Info without issues. However, when it fails, there's no indication of what's wrong - the only solution I've found is downloading a new version of the unattended installer, which temporarily resolves the problem.

Since I include this installer in my imaging process, this recurring issue is causing significant inconvenience.

Has anyone else encountered this problem? Any insights or solutions would be greatly appreciated.

3 Replies

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  • GlennD's avatar
    GlennD
    GoTo Manager
    22 hours ago

    Install Paths and Log files:
     

    - Unattended executables, including endpoint: 
    C:\Program Files (x86)\GoToAssist Remote Support Customer[BUILD_VERSION]


    - Attended executables, including endpoint (only installed via GoTo Opener): 
    C:\Users\xxxxx\AppData\Local\GoToAssist Remote Support Customer
     

    - Log Files
    C:\Users\xxxxx\AppData\Local\Temp\logmeinlogs\GoToAssist Remote Support Customer\
     

    - Service Name and Path:
    Name:
    GoToAssist Remote Support Customer
     

    - Unattended Service executable: 
    C:\Program Files (x86)\GoToAssist Remote Support Customer\1692\g2ax_service.exe

  • gokhan1's avatar
    gokhan1
    Active Contributor
    24 hours ago

    Yes, I am using the latest version v4.8.0.1730 in EXE format.

    The issue is that there aren't any on-screen errors when it fails - the installation simply doesn't complete properly. When successfully installed, the desktop shortcut icon and GoToAssist system tray icon appear as expected. However, when the installation fails, neither of these elements appear.

    This behavior is similar to what happens when you try to install with no internet connection, but in my case, connectivity isn't the issue. I've also verified that the date and time are correct on all the PCs experiencing this problem.

    Are there specific logs I can check to identify the cause of these installation failures? Any particular locations or file names I should look for to help diagnose the problem?

  • GlennD's avatar
    GlennD
    GoTo Manager
    24 hours ago

    Hi gokhan1, are you using the latest version v4.8.0.1730? Can you provide more details about these errors, what do they say?