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tophneal
Active Contributor

Unattended agent not correctly reinstalling

I learned today one of our Windows devices was mistakenly removed from the GoToResolve console. Upon sending the user a link for a remote session and joining it, I tried several times to uninstall the Unattended Agent (through the context menu for the app in the system tray and Settings > Apps.)

 

Each uninstall seemed to work correctly, but when I sent a more recent installer for the Unattended Agent to their computer to reinstall and add back to the console, each time the agent installation failed claiming that it could not create the working directory (sorry I don't have the exact error message text on hand.)

 

What causes this error? How can I get around the error to get the agent to reinstall and add the device back to my console correctly? Do I need to uninstall it and delete any remnants that may be left behind in the Program Files directory? Given this user is in our executive group, I'd like to resolve this issue as quickly and simply as possible so I don't have to bother them to start an attended session if all I need is to run a few lines in Terminal/PowerShell.

5 REPLIES 5
GlennD
GoTo Manager

Re: Unattended agent not correctly reinstalling

Hi @tophneal,

 

I believe this is a result of some files being left behind after Unattended access was removed, and that rebooting the computer will clear them out. Just incase that does not correct the issue, I am going to email you a zipped cleanup script that will remove any lingering files from the previous install.

 

Glenn is a member of the GoTo Community Care Team.

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tophneal
Active Contributor

Re: Unattended agent not correctly reinstalling

Thank you, I've received your email/script! As soon as I can schedule time with the user to uninstall, run the script, and reinstall, I'll mark this question as answered!

 

Correction: the script does not appear to be attached to the email you sent.

GlennD
GoTo Manager

Re: Unattended agent not correctly reinstalling

It was most likely stripped from the email for security. I've uploaded it to OneDrive and shared a link to it with you via email, hopefully you are able to access it this way.

 

Glenn is a member of the GoTo Community Care Team.

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tophneal
Active Contributor

Re: Unattended agent not correctly reinstalling

OneDrive link worked like a treat. Thanks, again!

Kevin_C
Active Contributor

Re: Unattended agent not correctly reinstalling

I have the same issue. Can I please get the file to run so I can clean this pc up?

 

Thanks!