Device stuck on "In session"

[Sufiyaaan]

So, I was working on a device and had to restart it.

Once I restarted, it got stuck in to "In session".

Now I cannot use it because its stuck and I cannot even connect to "Remote terminal" to restart it using CMD. 

I cannot physically go to that device to unplug it from power source.

Is there any other way to restart it through GoTo Resolve?

[GoTo_Robi]

Hi,

"In-session" status means that you have an active connection to the given device.  It could be that it stuck (we can check if you send some details), but even it is in session status you should be able to initiate both a terminal session (terminal session and remote support session can exist next to each other) or a new remote session (the new session will kick out the previous session).

So, I suggest initiating a new session to the device. If you can not connect via either terminal orremote support session then please send some device details, your companyID or email so we can troubleshoot.

Br,

Robi

[Sufiyaaan]

I cannot re-initiate the remote support or even start terminal.

I can assure that no one is connected to that device currently.

Device details are attached and you can contact me on - sufiyan_patel@skyservice.com

[JodiAliceRecep]

I have also experienced this issue.  No one is in the session, but it still says "in session."  Sometimes I can re-connect remotely, sometimes I can't.  It would very nice to have the "reset session" tool that was in GoToAssist.  

[GlennD]

Hi @JodiAliceRecep,

Do you recall if any of these computers were rebooting after installing Windows updates, or anything like that at the time? If you have any computers that seem to experience this issue more than once, perhaps we could get the log files from them to review.

[CMFK]

We are also having this issue from employees' home internet from within our domain, from at home but with VPN fired up and from users tethering.  Every time it forces the user to restart even if we fix the issue prior to disconnecting because the laptop is almost locked up for them.  Getting old fast.

[KateG]

Hi @CMFK welcome to the GoTo Community. I see you have an open case, please do continue working with the team by supplying logs to help them determine what is happening. Sorry for the inconvenience. 

[GoTo_Robi · Accepted solution]

Dear @Sufiyaaan @CMFK @JodiAliceRecep 

I'd like to give a quick update on the case.

It seems we have found the root cause of showing devices "in-session" incorrectly.

We have validate the fix on dev environment and we will release the fix to live in the next couple of days.

Thanks for your patient.

Br,

Robi

[Sufiyaaan]

Hey Robi,

Thank you for the update. Hoping to get this thing resolved soon . 🙂

[GoTo_Robi]

Hi,

Fix went live today, so it should be working fine from now.

Thanks.

Br,

Robi