The first thing to note is that the Unattended computers do not all poll at the same time, their 24 hour cycle depends on when they were set up or the last time they were rebooted. This means some will see the update before others. Also we scaled back the % of auto updates due to yesterday mornings issue.
We started updating about 50% of accounts early yesterday morning, between 6:00 - 6:30 am Pacific Time we started to see there was an issue with some of the servers being slow to respond to requests. We took the servers down and then reduced the % of accounts we were updating to reduce the load on the servers.
Glenn is a member of the GoTo Community Care Team.
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We still don't have servers on the new versions. These servers are mission critical for some of our customers, and this inconvenience is pushing back major projects for our customers. As I understand it, your infrastructure is not sufficient to handle updates? We have a large customer base that has grown accustom to GoToAssist and our process of support and we would prefer not to shake that up, however these past few updates have compromised the level of support we can provide our customers.
My request (as I'm sure I will have others who agree) is that, if you are going to limit the rate at which workstations can update, please provide a client or technician side method of forcing an update. This will not only limit the burden on your servers but provide us with more relevant method of updating. For example, limit the scale for the first 12 hours to 20%, then 33% at 24 hours and so on. Meanwhile, providing an option for technicians to update the client to streamline high priority unattended computers.
There seems to be two issues affronting GoToAssist and serving as a catalyst for the discontent of your customers: insufficient infrastructure and lack of requested features. I believe I speak for many when I suggest these issues are addressed with the highest priority to provide the best possible experience for everybody when these updates are rolled out.
Maintain adequate servers and bandwidth to accommodate rapid and reliable rollout to your expanding customer base.
To minimize version incompatibility, modify the installation crawler to perform a comprehensive update of all all machines associated with any given account all at once, rather than updating all technician machines on one schedule. and all and unattended machines on another.
If a version conflict is detected when starting an unattended session, rather than decrement the technician machine version, treat any version discrepancy as you would in a fast support connection, updating the client endpoint on the fly.
I'd like to put in my 2 cents. Why on gods name did you need to change the logo? What was wrong with the old one? Before the logo change I would tell the customer to look for an orange looking gear called "gotoassist" ... Now I tell them to look for a retarded looking Triangle that curls in on itself.