GTA v4 on Android connectivity issues

[Jensm73]

Everytime I try to start GoToAssist v4 on an Android device (v11) I get this message.

"Your device is having Wi-Fi or cellular network connectivity problems..."

I tried several phones with and without cellular or Wi-Fi Network. I even did a completely new installation on the phone. 

Any ideas, to get it working again. As Admin, I need this tool very frequent.

[RJ2]

I had the same issue.  Called support and was told GTA mobile is no longer supported in Android 11.  Only option would be to use your mobile web browser.  I sure hope they correct what ever issues they are having with it running on Android 11.  Trying to support my customers from the Android web browser is horrible.   My company is currently looking into other options.  It's ridiculous that we can't run GTA from Android 11.

[GlennD]

Hi,

Unfortunately, at this time the GoToAssist Remote Support v4 Technician and Customer Apps do not work on versions of Android OS after v8.1 Oreo. While we investigate options the current workarounds for mobile use are:

• Use an older Android device running OS 8.1 or older if you have one for the Technician App
• Use an iPhone/iPad with the iOS Technician App

[EngineerIt]

Some of the above replies don't seem correct.

I am saying this because I have been using GoToAssist v2.5.459 on Android 10 and it has been running fine for months.

I used it as recently as last month and it worked fine. Now, I can't log in and getting wifi/connection error.

So, something definitely changed on logmein's end and its NOT the app because the app ran just fine on Android 10 up until the last 4 weeks.

This is so messed up that LogMeIn disables a vital app without having a equally functional app (not a slow web app) to replace it 😞

[Anon63072]

I agree they definitely changed something on their end.  The Android app is now dead.  So many shops out there supporting unattended access via Android and now we have nothing to work with???  This is insane, GoToAssist has been my bread and butter app for supporting my team for years and now you take Android support away?  Anyone know any alternatives that support Android?  I(and the rest of the world) need this functionally!  If anyone has switched please let me know because I'm ready to switch today!  Thanks for the info.   

[RJ2]

I agree with this as well. I was running GTA on Android 10 with out any issues. It's only when I purchased the ZFold 3 running Android 11 is when I started having issues.

[EngineerIt]

Who marked the post from GlennD as the solution????

I doubt it was Jensm73 because his app is still NOT working.

I hope it wasn't site admin GlennD who marked his own post as the solution because THIS IS NOT THE SOLUTION TO THIS POST.

Saying the app did not run on android 8+ is NOT accurate because the app worked fine on android 10 for YEARS and worked up until LAST WEEK.

So, please UNMARK this thread as "SOLVED" because it is NOT SOLVED.

So, GlennD please instead please find out what was done ON GTA's END that killed the app a week ago!

[RJ2]

I agree - This is NOT resolved.  Like stated in my last response, I was using GTA on my Note 10+ which was running Android 10 with out any issues!

RJ

[Jensm73]

Spoiler

Hi 

I just unmarked the so-called solution because it's no solution for me.

In the last two weeks I did some research with GTA v5. Since there is no Technician App I tried the console Website on an Android device. It's not the best solution but in some cases it can help. If you do not support mobile devices with iOS or Android there are no extra license costs.

[GlennD]

Unfortunately, the Android GoToAssist v4 Technician App is not compatible with the latest backend service updates that we deployed recently to make v4 more secure, efficient and easier to maintain. After considering the generally low usage of the existing app and the effort required to release a new version, there are currently no plans for a new v4 Technician Android App.