Fastsupport will not launch on client's Windows 7 computer

[Clay Caire]

After putting in name and code screen just sits with progress bar.

[GlennD]

Hi Clay,

Which web browser are they using? What kind of firewall/security software are they using? Personal or corporate network?

[Clay Caire]

Thank you for responding Glenn. Both IE 11 and Chrome, same behavior. Fastsupport launched fine on Friday. This week the client had additional issues and needed support form the same vendor. Using Microsoft Security Essentials and Windows Firewall. Business Workgroup.

[GlennD]

Thanks. Neither of those should cause an issue but it does sound like the software is unable to connect to our servers. Could you please have them run our connection wizard and then try to join a support session again? http://support.citrixonline.com/gotoassist+corporate/all_files/GTA130007 

[Clay Caire]

Will do

[Clay Caire]

Hi Glenn, Ran the Connection Wizard, turned off firewall, turned off antivirus software, added fastsupport.com to Trusted sites, added http and https://download.citrix.com to Trusted sites, Still no go. We get to box that says Launching GoToAssist, then says Starting GoToAssist and hangs there, then eventually goes away. NO updates were done since Friday when GoToAssist worked.

I am stummped!!!

[GlennD]

Very odd. Would you be willing to call our support? One of our Reps can work with you and try to connect to your client using GoToAssist Corporate to see if that works and then troubleshoot. http://support.citrixonline.com/en_US/gotoassist%20corporate/contact

[Clay Caire]

Yes I would. I do want to try one other thing first. No issues with GoToAssist on Friday. After the user leaves for the day I am going to do a System Restore to Friday.

[Clay Caire]

Hi Glenn, First... this is new Dell OPtiplex. We put it into production on 9/18. I am going to have to troubleshoot some other issues that have surfaced with it so I may be away from this issue for a couple of days. I will pick up the conversation when I can. Thank you for your assistance to date!!