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psol_user's avatar
psol_user
Active Contributor
2 months ago

Reset not working 1712

I have a couple of client machines that can often get stuck. Usually if a local user RDP connected and then rather than logoff they just close the session.

On connection I am taken to the desktop login screen, after login I get restarting screen sharing and it would never get passed.


The solution in the past was always:

end session > Reset Connection > wait > Refresh > Connect again and then I would get logged in. 

This week after 1712 that is not working the desktop app always shows the machine is in a connected state, which it is not and I have tried the webconsole as well and even the option to Connect anyway and terminate their session does not work.

Any ideas?

  • psol_user's avatar
    psol_user
    29 days ago

    I was finally able to get a session with the customer, we tried multiple times to get the connection to accept, each restart of the service allowed me to try but it would result in restarting screen sharing and never resolve.

    I was able to do attended sessions and I was even able to connect from ne PC to the other PC by RDP and approve my own attended session but it would not work unattended.

    I use V4 desktop so I opted to try crating an installer from V5 on the web and removed the old GoToAssist install and install V5 and that is working

  • psol_user's avatar
    psol_user
    Active Contributor
    29 days ago

    I was finally able to get a session with the customer, we tried multiple times to get the connection to accept, each restart of the service allowed me to try but it would result in restarting screen sharing and never resolve.

    I was able to do attended sessions and I was even able to connect from ne PC to the other PC by RDP and approve my own attended session but it would not work unattended.

    I use V4 desktop so I opted to try crating an installer from V5 on the web and removed the old GoToAssist install and install V5 and that is working

    • GlennD's avatar
      GlennD
      GoTo Manager
      29 days ago

      psol_user I wonder if there are any log files left that could reviewed? C:\Users\username\AppData\Local\Temp\LogMeInLogs\GoToAssist Remote Support Customer

  • JVH's avatar
    JVH
    Active Contributor
    31 days ago

    I encountered the exact same thing this week.  Could not connect to Computer 123.   There is one user at this site that will RDP to computer 123.  What I ended up doing was connect unattended to another computer at the same site. (Computer ABC) Then use RDP myself to the computer 123 with the hung unattended session.  Reboot computer 123.   Wait a couple minutes and then check gotoassist - issue resolved.  This is the only site where I encounter this issue - gut tells me the user who is RDP'ing to this computer never disconnects from the session. 

    • psol_user's avatar
      psol_user
      Active Contributor
      31 days ago

      That is the mirror of my situation I have 2 PC's at this customer with unattended, sadly both are stuck right now (since Friday). One of the 2 is always a little trickier as it has to run a process requiring auto login so it is always logged in as the same user i will connect with, this is the only site I have the "restarting screen sharing" happen with.

      https://i.imgur.com/WdBOxDL.png
      Previously if it happened the reset function always did the trick and i could get back on right now they are still showing "In Session" but they are not.

      I am going to try get an attended session and see if reinstalling helps. Right now I wish I could downgrade  to 1708 as that had been working great but I could find no archive of installers

      • JVH's avatar
        JVH
        Active Contributor
        31 days ago

        are you able to get someone at the site to reboot each of them. That might save you the hassle of doing an attended  - won't help with the reinstall of course but would get the connection back.