Forum Discussion

zmmeyer's avatar
zmmeyer
New Contributor
4 years ago

Unattended Computer disappearing from GoToAssist?

Hi all -   Over the past few weeks, we have had a computer disappear from out Unattended Support list. This has happened multiple times and it is always the same computer. Each time this happens, w...
LWhite's avatar
LWhite
New Contributor

Was this ever successfully resolved? I've started seeing this randomly happening with some of my GoTo Unattended Clients. They are all using ver 4.8 build 1702. I can RDP into the computer, uninstall/reinstall the client. It will show up in our Unattended list for a day or so, then just disappear again.

 

I would really like to know how to fix this if there ever was a solution.

 

Thanks.

HugoExceptOnFir's avatar
HugoExceptOnFir
Active Contributor
3 years ago

Same for us today, all v4 clients have fanished from the new console, do we need to push out the v5 client?

  • HugoExceptOnFir's avatar
    HugoExceptOnFir
    Active Contributor
    3 years ago

    Hi,

    Looks like it only lasted for a few hours yesterday, not sure what the issue was but all seems fine now 👍

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Hi HugoExceptOnFir,

     

    Is this still happening? I am not able to recreate the issue, my v4 Unattended computers are all visible in the v5 desktop console and on the website if I check my devices there.

     

  • LWhite's avatar
    LWhite
    New Contributor
    3 years ago

    Unfortunately, I'm still seeing the issue.

     

    While Googling the issue, I saw some older references to computers being reimaged could potentially be an issue. All computers we reimage are to a stock Windows 10 computer with unique UUIDs.

    Also, GoTo is never part of the image. That is the last step in our process. After adding to the domain and installing antivirus.

     

    I only mention this because the issue is random and I'm literally "grabbing for straws" here out of desperation.

     

    So process is as follows:

    1. Image computer (can be a brand new Dell straight from the factory or one that has been repurposed)
    2. Install necessary Windows updates.
    3. Perform Dell Command updates.
    4. Activate MS Office license.
    5. Add to domain.
    6. Add end user profile.
    7. Install antivirus.
    8. Install GoTo Expert v4 and assign to appropriate Unattended "group"/"list".
    9. Deliver computer to end user.

    Everything seems to work fine for a couple hours (the shortest time I've seen yet) to a few weeks until..... poof! It drops from the unattended list.

    Once we get the computer back we check and GoTo is actually installed and running on the system in question. The service is intact and running.

    We uninstall GoTo, reinstall GoTo and everything is working until it disappears again. There appears to be no rhyme or reason to it.

    For example, last night I had to assist an end user. I have manually uninstalled and reinstalled GoTo twice before this incident. I was able to RDP to her PC and, for the third time in less than a month, reinstall GoTo.

     

    Everything was working great. This morning I get to work and her PC still showed in the Unattended list (but was greyed out because it was offline at the time). I checked back when I knew she would be in and it was still in the list and now "lit up" (active or on) in the list. Approximately an hour later I check the list again and... you guessed it. POOF! Gone.

    Hopefully this novel worth of babble can help steer me in the right direction to get this fixed.

     

    Thanks again for not letting this topic die until we can figure it out!

  • KateG's avatar
    KateG
    GoTo Manager
    3 years ago

    Hi LWhite welcome to the Community. If possible can you list the computers that are missing and call our support team so we can investigate. 

     

  • jpPRL's avatar
    jpPRL
    Visitor
    2 years ago

    Did you ever find a solution to this? I am having the same issue with 4.8, computers imaged BEFORE installing GoToAssist, and in a few days they poof. Very frustrating and causing major issues for us.