Forum Widgets
Recent Discussions
Billing & Accounting Info w/ Notes Time Report Generation...
Hello: We currently are using an external trouble ticket system and exploring moving over. However, we have been using Goto Resolve to Remotely Manage, Monitor, and provide support across 6 different tenants of clients that we support. Currently, as mentioned we are using the external system to document not only the fixes as we go but also our billable info which we use monthly to bill back to our clients. I have yet to identify how to easily do this inside of Goto Resolve. And I am convinced that I am just overlooking something that is really easy that I have just missed in all the tutorials or setups I have checked out. I just simply want a way on a monthly basis to generate a report per tenant that shows the following information in a nicely organized way to be used to inform the clients of the work preformed as well as allow our billing of the time spent remotely supporting them: Number of hours / minutes spent in total remotely connected to devices Which machines were remotely accessed and for how long and why? Updates preformed that Month All info either per tenant or per devices. (We do not need internal agent data) I may be approaching this from the wrong direction and hope to eventually integrate more into the Goto Environment and available tools; but I need to resolve this for now. Thanks, T
Resolve no longer finishing connection
This is an issue that seems to have started about a week ago. When I connect to a remote computer (Win or Mac), if the user is not present, Resolve never finishes the connection. I get the prompt to Connect Now, at which point it goes into Connecting... with a spinning cirle, and never finishes the connection. I've waited as long as 15 minutes for it to complete, with no success. In order to access these computers, I have to force reboot via Terminal, and then try the connection again, which will now work. Even after I've successfully rebooted and connected to a computer, if I go back to that computer after being disconnected for about an hour, the whole thing starts over again. This is not an issue if a user is actively using their computer. It seems to only happen if the computer is idle. I've already checked, and it is not a sleep setting on the target computer. I have been successfully connecting to these computers for months without issue. Desktop version: 1.15.1.49 Client: Resolve version 1.29.0.456 (Win), Resolve version 1.28.1.3576 (Win), Resolve version 1.28.1.3577 (Mac)
Continue Remote Execution
I have created a template with one step being to delete a folder on the end user computer. If the folder does not exist, the step fails and does not continue to the next step even though the notification window says so. Is there a way for the step to: Look to see if folder "123" exists If yes, delete it and continue If no, continueDoes GoTo Resolve support desktop sharing?
I want to know whether GoTo Resolve supports generating a unique, shareable link for a specific endpoint that allows a third-party external user (No need to create another account) to access the device via unattended access (similar to LogMeIn Central’s Share My Desktop feature), rather than using a standard remote support session. https://support.logmein.com/pro/help/sharing-your-desktop-with-another-person-desktop-sharing-logmein-c-mm-header
Mobile support on Android 15 not connecting
Trying to support some Samsung tablets that are on the MDM with the mobile support. I have provided the key and the user has entered it into the app. They accept the connection and the tablet says that it is connected. The user's screen: My support screen shows this: This is as far as it gets. I have eliminated network by using cell hot spot on both devices. I have had another user in our group try with a different tablet with same outcome. Any ideas?
Strange purple glitching when in remote sessions
Is anyone else having strange purple glitching on remote session screens? It's not consistently an issue but it seems to happen randomly for our agents and it's happening across different PCs and different graphic drivers so im not sure thats its graphic related. The issue is not visible on users end only on agent side in the remote session.
What's new
Check out the latest Release Notes