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New Contributor

Customer can't join session

I am the agent directing customers to and providing them with the support key to join my session.
On occasion a customer cannot join the session. What steps can I take to help them get connected? Usually, I can have them uninstall GoToAssist Customer and then make sure there is not a firewall or virus protection running. But if that doesn't work, what else can I do?
LogMeIn Contributor

Re: Customer can't join session

Hi Lee,
Alternatively, I often suggest looking for the GoTo Launcher download if it fails to start due to a permission violation.  In some cases where they do have the ability to download, but have blocked the startup in just one browser, I'd try using a different web browser to trigger the connection again.