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Xander1's avatar
Xander1
Active Contributor
7 months ago
Solved

Installation failing - Can't create working folder

This is still for the go to resolve. would it be possible to get a script for the go to assist installer? unatteneded or not, i can't seem to get some of my computers to install. Same message with the "Can't create  working folder"

  • Xander1's avatar
    Xander1
    7 months ago
    I think I figured it out.. The uninstaller didn’t stop the service properly, so the folder couldn’t be deleted. Stopping the service, deleting the folder then running the installer worked. Thanks for the script! I read it and got the idea to try it myself. I’m working on modifying it so it will work for me.

    PCs are win 11 pro, and i'm remoted in trying to install.

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  • GlennD's avatar
    GlennD
    GoTo Manager
    4 months ago

    MTWesley Thank you, I will check with support to see if they have received any similar reports. I'm currently running 23H2 but I will try and get a test machine set up as well. 

  • MTWesley's avatar
    MTWesley
    Active Contributor
    4 months ago

    Yes, I'm installing the unattended client. This is a new laptop (Dell Precision) that has never had any GoToAssist product installed previously. I'm wondering if it's a compatibility issue with this new release of Windows (24H2). We also use some financial software in our environment that also won't install normally in this version of Windows, but the vendor came up with a short-term workaround involving manually copying some files. I'm wondering if others are experiencing this yet.

  • GlennD's avatar
    GlennD
    GoTo Manager
    4 months ago

    Hi MTWesley, welcome to the community.

     

    You are using GoToAssist Remote Support, correct? Do you know if this computer had unattended support installed on it previously? 

  • MTWesley's avatar
    MTWesley
    Active Contributor
    4 months ago

    I'm having the same error on the initial install on a new Windows 11 Pro laptop, Windows version 24H2. Does anyone have a solution for this?

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 months ago

    Hi amolinaaa, welcome to the community.

     

    I reviewed your account and see that you have GoToAssist Remote Support and not GoTo Resolve, so I've moved your post here. Xander1 experienced this with GTARS as well and noticed the Service was not being stopped correctly. If you open Services on the target PC and manually stop "GoToAssist Remote Support Customer" you should be able to delete the folder and then reinstall.

       

  • amolinaaa's avatar
    amolinaaa
    Visitor
    6 months ago

    Hi Glenn,

     

    I am having the same issues with not being able to install GoTo

     

    Stating "Can't create working folder"

     

    Can you share a solution/script

  • Xander1's avatar
    Xander1
    Active Contributor
    7 months ago
    I think I figured it out.. The uninstaller didn’t stop the service properly, so the folder couldn’t be deleted. Stopping the service, deleting the folder then running the installer worked. Thanks for the script! I read it and got the idea to try it myself. I’m working on modifying it so it will work for me.

    PCs are win 11 pro, and i'm remoted in trying to install.
  • GlennD's avatar
    GlennD
    GoTo Manager
    7 months ago

    Hi Xander1,

     

    The GoTo Resolve script simply removes a few files that are currently left behind after uninstalling, so even a similar script would be of little help if you are having this issue with a fresh install. 

     

    Can you please provide some details about the computers you are experiencing this error with? 

    • Operating system and version    
    • Are you trying to install remotely or are you sitting at the computer?

    If you have one of the affected computers handy could you demonstrate it happening for one of our support reps?