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gta4rs_user's avatar
gta4rs_user
New Member
3 months ago

Reset not working 4.8 Build 1716

Hello,

 

for two of our unattended sessions it is not possible to reset the connection so we are not able to connect.

 

We have to call the customer and he must kill existing GoToAssist processes and restart the GoToAssist Windows service on the machine. After that we are able to connect again.

It started with 1712 or 1716, but I'm not 100% sure.

Is there any solution for this? 

3 Replies

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  • GlennD's avatar
    GlennD
    GoTo Manager
    2 months ago

    Hi gta4rs_user,

     

    Can you provide some details about the client computer you are trying to connect to? A couple of things you could try:   

    • Connect to the client's PC (if it is a PC?) and then download and run our log gathering tool. It will create a zip file containing the GoToAssist log files on the client's desktop that could then be reviewed for clues
    • Delete the Unattended computer from your list of devices which will trigger the client software to completely uninstall. Then start a new attended session with the client and set it up as an unattended computer again 'fresh'
  • gta4rs_user's avatar
    gta4rs_user
    New Member
    2 months ago

    Hi,

    upgrading to v5 is not feasible for us at the moment. To use a secon unattended session to another PC to restore the main unattended session is not an elegant solution. For me it looks like a bug in the current version because resetting session worked fine before.

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi gta4rs_user Welcome to the Community. 

    This thread reported a similar issue a few months ago. There are a few solutions/workarounds mentioned. Does any of this help?