GoToAssist remote session displaying logon screen instead of desktop

[Shawn Scrutchfi]

When I have a user connect up to a session they are logged in and at the desktop but when I get connected I see a logon screen asking me to log on. I have seen this twice now and both times it has been when connecting to a server 2003 machine. Any ideas on what causes this or how to fix it?

[GlennD]

Hi Shawn,

Is your client actually at the computer or are they just connected to it via RDP?

[Shawn Scrutchfi]

Hi Glenn,
Thanks for the reply! I know at least one of them was through an RDP session. Not sure on the other one.

[Shawn Scrutchfi]

Any ideas on what causes this?

[Shawn Scrutchfi]

I figured it out, if the gotoAssist service is running it will take me to a logon screen even when the user is signed in and on the desktop. Once I disabled that I was able to connect in to the users desktop

[Michael Belsky]

Where are you disabling the service? On which machine?

[Josh Anhalt]

I've recently run into this a few times and the same workaround did the trick for me. Thanks.!

[GlennD]

Hi Josh,

If you are starting Unattended Sessions to connect to your clients, you will be taken to the login screen even if the client's computer was in an unlocked state.

[Josh Anhalt]

Glenn,
I am the client. The vendors that host the session are the ones experiencing the issue. They say that they do hundreds of meetings each week and we are the only site that experiences the issue. Two vendors have experienced this same issue when trying to connect to a session with us.

[GlennD]

Thanks Josh, so do they have you go to www.fastsupport.com and enter a support session ID to start an Attended Session with you? Are you logged in with admin rights on your PC?