GoToAssist Remote Support Discussions

Ask fellow GoToAssist Remote Support users your questions and give feedback. Share your knowledge and best practices with other IT and Support professionals.57 Posts

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GoToAssist Remote Support 4.8 Build 1716 release
5 months ago
GlennD

Recent Discussions

GoToAssist V4 Unattended Installer Frequently Failing to Install
I'm experiencing an ongoing issue with the GoToAssist V4 unattended installer that's becoming quite frustrating. I regularly need to download a fresh copy of the EXE installer - sometimes every couple of weeks, other times every couple of days - as it suddenly refuses to install without any error messages. When the installer is working correctly, I can right-click and see the Device Group Info without issues. However, when it fails, there's no indication of what's wrong - the only solution I've found is downloading a new version of the unattended installer, which temporarily resolves the problem. Since I include this installer in my imaging process, this recurring issue is causing significant inconvenience. Has anyone else encountered this problem? Any insights or solutions would be greatly appreciated.
gokhan1
Active Contributor
3 days ago
15Views
0likes
3Comments
Issues downloading sessions
Is anyone else having issues with downloading session replays? I have been working with support for months now and getting nowhwere. I find it hard to believe this is unique to my account. Is there a daily limit? A per session limit? Usually, I can get a couple to prepare, but then start getting Error Preparing download. I have found no pattern on length of session, attended v. unattended, the client machine, etc. It is getting really frustrating that Goto is unable to resolve the issue.
EricLunceford
New Contributor
20 days ago
143Views
0likes
8Comments
Gotoassist - install Just hangs with client
Trying to install client - so we can do unattended support - I have tried to send installer (MSI) 24mb really ? Sent email with code, windows allowed download of file and said it was connected and user shared the screen and that is when it just hung -
mlovejoyperf
New Member
2 months ago
50Views
0likes
6Comments
FIPS-2 Compliance
Not sure if this is the right place for this but here it goes. I use Goto Assist remote control with great success, awesome product. We recently went through an audit by one of our state agencies, Department of Public Safety, we use it to run criminal history checks. One of the questions was if we accessed the computers remotely, which we answered yes. Since we answered yes they now want a copy of our/a FIPS-2 compliance certificate, which we do not have. Does Goto provide a copy of something? Is there a best practices that I can follow? Thanks in advance for any help.
Solved
civ187
New Member
3 months ago
74Views
0likes
4Comments
Reset not working 4.8 Build 1716
Hello, for two of our unattended sessions it is not possible to reset the connection so we are not able to connect. We have to call the customer and he must kill existing GoToAssist processes and restart the GoToAssist Windows service on the machine. After that we are able to connect again. It started with 1712 or 1716, but I'm not 100% sure. Is there any solution for this?
gta4rs_user
New Member
3 months ago
53Views
0likes
3Comments
Windows 11 - G2A 5.0 / 4.8 Screen Flickers
The screen constantly flickers for Windows 11 laptops in all versions, system will freeze and require a reboot. I have a video of the behavior. Please advise.
KSSupport
New Member
3 months ago
75Views
1like
2Comments
Client window display issue with new 1712 Version on Macs
I've got an issue with the new version. When I connect (From my Mac) I only get a 1/4 of the screen, nothing makes it fill out the screen like it worked before the update. I have tried deleting the app and re-downloading and still remains the same, see below. Also the mouse tracking is way off, it is acting as if I'm utilizing the whole screen and not just the 1/4 corner.
Solved
marintech
Active Contributor
4 months ago
192Views
1like
5Comments
GoToAssist Agent Vulnerabilities
Our Microsoft Defender Endpoint reported vulnerabilities in Openssl for the following GoToAssist agent files. I asked GoToAssist support but they don't have an estimated time frame of resolution. Should we find other remote tool? c:\program files\goto\gotoassist agent desktop console\libssl-3-x64.dll c:\program files\goto\gotoassist agent desktop console\libcrypto-3-x64.dll Associated CVEs (Severity): CVE-2023-2650 (High), CVE-2023-4807 (High), CVE-2023-0464 (Medium), CVE-2023-6129 (Medium), CVE-2023-2975 (Medium), CVE-2023-5363 (Medium).
Solved
IBUS
Active Contributor
4 months ago
1.9KViews
0likes
14Comments
Setup SSO - Users are not being synced to GoToAssist Portal
From the admin center: https://admin.logmeininc.com/ It took me to https://organization.logmeininc.com/ to setup and configure SSO with Azure. It's all setup, users are syncing etc. into that Portal. However, none of those users are showing up in the GoToAssist admin portal? https://admin.logmeininc.com/ We still have to create them manually. How to I force them to use SSO and not their personal chosen password?
Solved
LDP-KStill
Active Contributor
5 months ago
69Views
0likes
2Comments
Installation failing - Can't create working folder
This is still for the go to resolve. would it be possible to get a script for the go to assist installer? unatteneded or not, i can't seem to get some of my computers to install. Same message with the "Can't create working folder"
Solved
Xander1
Active Contributor
6 months ago
1.4KViews
0likes
8Comments

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