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New Contributor

Gotoassist Express freezes when creating support connection

Lately the Gotoassist Express software freezes after a session is being started. It takes longer than usual to connect up to a remote system. Rebooting the computer fixes the problem temporary but it starts again. 

It doesn't matter if it's a unattended system or a attended.

 

I have build 4.7 Build 1673 and Windows 10 1909. 

9 REPLIES 9
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LogMeIn Manager

Re: Gotoassist Express freezes when creating support connection

Hi @dudeonthebayou

 

Once you are connected is the session less responsive than it used to be? Would you be able to test from a different network connection? 

 

It would be worth taking a look at your log files, they should be located in: C:\Users\Username\AppData\Local\Temp\logmeinlogs\gotoassist remote support expert\1673 

Glenn is a member of the LogMeIn Community Care Team.

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Re: Gotoassist Express freezes when creating support connection

I find that once I get to the screen sharing part the application unfreezes and it works normally. 

The log files are kind of long, can i email them to you?

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LogMeIn Manager

Re: Gotoassist Express freezes when creating support connection

Hi @dudeonthebayou 

 

You can upload them here: https://logmeininc-my.sharepoint.com/:f:/g/personal/glenn_dobson_logmein_com/EuLv-_N4rJtNu3mqFdcGJR0...

Glenn is a member of the LogMeIn Community Care Team.

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New Contributor

Re: Gotoassist Express freezes when creating support connection

It says after i drag the file into sharepoint that I don't have permission to access the resource.

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LogMeIn Manager

Re: Gotoassist Express freezes when creating support connection

Sorry about that. I have updated the link, please try it now.

Glenn is a member of the LogMeIn Community Care Team.

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New Contributor

Re: Gotoassist Express freezes when creating support connection

is it the same link?

it still tell me access denied after i drag the file

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LogMeIn Manager

Re: Gotoassist Express freezes when creating support connection

It is a new link https://logmeininc-my.sharepoint.com/:f:/g/personal/glenn_dobson_logmein_com/EuLv-_N4rJtNu3mqFdcGJR0...

Glenn is a member of the LogMeIn Community Care Team.

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Re: Gotoassist Express freezes when creating support connection

thanks, i was able to upload.

LogMeIn Manager

Re: Gotoassist Express freezes when creating support connection

Thank you. We will take a look at the log files and see if they can tell us anything.

Glenn is a member of the LogMeIn Community Care Team.

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