Unattended service reports status Offline

[Boyd B.]

I'm on a trial of GoToResolve, and it's not going very smoothly. I installed the Unattended GoToResolve service on a spare laptop, and it is reporting itself offline. It is not present in my Devices list either. I've restarted the service, and connected via End User access. Is a reboot required? What else might be causing this issue?

[GlennD]

Hi @Boyd B.

What operating system is the laptop running? After you went through the installation process did you see the computer in the Unverified devices list?  

[Boyd B.]

Windows 10

Where do I find the unverified devices list?

[GlennD]

If you are signed into your account on the website any new devices that are added should appear like this on your Devices page:

After the Unattended installer has run the software will try to connect to our servers at which point it appears on the Devices page. It's possible some local firewall/security software could block the connection to our servers.

[Boyd B.]

Which port does the unattended application use to communicate?

This is my devices page looks like:

[GoTo_Robi · Accepted solution]

Hi @Boyd B. 

Did you rename the name of the installer when you downloaded and executed it?

The name has a long string in it, that is a must to keep.

We will check in detail if it does not work.

Thx,

Robi

[Boyd B.]

As a matter of fact, I did rename it. Kind of annoying that you can't. Might be good to document that, no?

[GoTo_Robi]

Totally agree! We will make it more prominent. We have it documented under https://support.goto.com/resolve/help/getting-started-add-devices but it should be in the product to emphasize it.

Thanks for the hint, we will do that soon.

Br,

Robi