GotoAssist V4 unattended installer removes itself

[gokhan1]

Hello,

I'm currently experiencing major issues while trying to add V4 GotoAssist unattended client to our machines.

The problem is that it keeps removing itself from the device list, and when I check on the PC, I notice that it forgets the Unattended access logins completely.

I've attempted to manually create a support session and add the device to our group list, but I still encounter the same issue.

After 20-30 minutes, the device disappears from the devices list, and upon restarting, I can only see the 'Enable Unattended Access' option, whereas before, I could see the device name, etc.

I've spent five hours on this problem without finding a solution.

Additionally, I've added the g2a files to the Windows exclusions list.

I have some log files and happy to share this.

[GlennD · Accepted solution]

Hi @gokhan1, welcome to the community.

 Were these PCs set up using a Windows image that includes GoToAssist already? Each Unattended install has a unique UID, so imaged PCs that include the GoToAssist software have the same UID and cancel out.

[gokhan1]

Thank you. After your reply I checked and found acutally my sysprep image had an issue giving the same UID instead of generating a different for each instance.

I had to rebuild the image but hey at least it's working now.

Thank you again!

[bharrison]

Hey Glenn,

Question for you regarding this issue. We had a PC that was recently reimaged from Windows11 back to Win10. After the reimaging, we are running into the same issue presented here. GoToAssist will randomly uninstall from our list of Unattended Computers. I see that you said each install has a unique UID. Is there a way to wipe the UID from the image we used to reimage this PC and then perform the GTA install again from scratch? We've run into this 3 times now on the same PC, so wondering if there is a way to back-door the UID issue?

Let me know! Thanks!

Bodie

[GlennD]

Hi @bharrison,

This support article lists the registry keys that need to be removed: Installing unattended support replaces another unattended device