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ITSSI
New Contributor

Cannot Connect To Unattended Support Computers v5

I have been using GoToAssist for years.  Here are the facts:

- Have been a hands-on IT consultant for 20 years.

- Have over 1500 PCs that we use "Unattended Support" on.

- Only one of the clients, and only on 2 PCs when trying to connect, the "Customer Dialog Panel" shows "Support session established with .........", but in the screen shows "Connecting" with the circle going on and on.  I have left it on the entire weekend and the connection never happens.

- These two used to work just fine.

- Have used Command Prompt and rebooted them remotely from other PCs with no avail.

- We use version 5 and it does not matter whether I use the browser or the app.

20 REPLIES 20
AshC
GoTo Moderator

Re: Cannot Connect To Unattended Support Computers

Hi @ITSSI  

Can you please identify the affected host operating system version, as well as if you've already gone through a full re-install of the software there?  

 

Do you have any security applications installed on the problem PCs that may have changed their behavior towards GoToAssist recently? 

 

 


Ash is a member of the GoTo Community Care Team.

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ITSSI
New Contributor

Re: Cannot Connect To Unattended Support Computers

Affected PCs are on Win 10, just like all other PCs we manage.

Reinstalling the software requires the user's participation or a visit to the site and was trying to avoid it.

All PCs have only Windows Firewall activated, and users have no rights to change the settings.

AshC
GoTo Moderator

Re: Cannot Connect To Unattended Support Computers

@ITSSI   When you have access to the affected PCs, you may also want to double check the required ports on this article are left open for GoToAssist services:  https://help.gotoassist.com/remote-support/help/agent-system-requirements 

 


Ash is a member of the GoTo Community Care Team.

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ITSSI
New Contributor

Re: Cannot Connect To Unattended Support Computers

Thank you for trying, but I guess you overlooked some of the facts that I had spelled out in my original post.  The Key to all those were the following 2 facts:

- They used to work and now they do not connect

- The Client Dialog Panel shows connected (hence not a port issue), but the main window says "connecting" and it stays that way.  

The glitch is in the software.  GoToAssist needs to have more insightful information about the status of the connection.

AshC
GoTo Moderator

Re: Cannot Connect To Unattended Support Computers

@ITSSI  We'll want to look at some log files from the problem PC, considering GoToAssist isn't able to gather enough data to say why the connection won't complete.  Are you able to give us a call when you have access to this machine?  


Ash is a member of the GoTo Community Care Team.

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Kaz111
Active Contributor

Re: Cannot Connect To Unattended Support Computers

Hi Ash,  since the completion of the maintenance, I've had problems all morning connecting to unattended clients via V4 desktop expert.  Clients click on Yes to approve my connection, but I get kicked out.   I have to try and connect multiple times before getting in.  I eventually am getting in with a lot of persistence.

AshC
GoTo Moderator

Re: Cannot Connect To Unattended Support Computers

Sorry about that @Kaz111 

 

Is this happening on one, or multiple unattended machines?  

 

Can you specify the affected operating system(s) ? 

 

Does the same thing occur with Version 4 as it does with V5? 

 


Ash is a member of the GoTo Community Care Team.

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Kaz111
Active Contributor

Re: Cannot Connect To Unattended Support Computers

Is this happening on one, or multiple unattended machines?

  • Multiple machines in different locations - not same company or residence

Can you specify the affected operating system(s) ?

  • All Win 10 Home or Pro

Does the same thing occur with Version 4 as it does with V5?

  • I only use V4 Desktop Expert, version 4.8 Build 1702

 

Other issue from today, 3/23/2022:

Just complete a remote session with a Mac attended client.   I had to click on Start Session about 8-10 times before receiving a key for the session.  All other times, the screen would kick back out and state "No Active Sessions".

AshC
GoTo Moderator

Re: Cannot Connect To Unattended Support Computers

Thanks, we are looking into the cause of this V4 behavior now.  

 

In the meantime you may be able to utilize V5 to connect instead. 

 


Ash is a member of the GoTo Community Care Team.

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