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David Fiksman
New Contributor

Running as a service freezes the connection

Hello,

If I connect to a client and "Upgrade to Run as Service", I am prompted to enter administrative credentials (as usual). After I enter the credentials, the service is installed and runs. The screen sharing briefly goes black as it restarts, and then my connection to the client becomes frozen. The connection does not recover. I cannot rejoin the session. I have to create a new session, where I am no longer running as a service.

This happens with any and all clients I attempt this with. It used to work fine, but not anymore. Can someone please assist?
9 REPLIES 9
Eric Jackson
New Contributor

Re: Running as a service freezes the connection

If you go to Preferences from Tools or right click the GoToAssist icon in the System Tray, is the "Run Session as Service" box checked?
GlennD
LogMeIn Manager

Re: Running as a service freezes the connection

Hi David,

You say this is happening with all of your clients, how many computer is that? Can you provide more details about them, what operating systems are they running etc? Have your clients described what they see on their side?
Glenn is a member of the LogMeIn Community Care Team.

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David Fiksman
New Contributor

Re: Running as a service freezes the connection

Hello, thanks for your replies.

Eric - Yes, the box "Run support sessions as a service on startup" is checked, though sometimes it does not (which prompts me to run it manually).

Glenn - All of my clients are running Windows 7 64-bit and above. I've had this issue repeat itself with 3 different clients/PCs already, though I suspect it will continue to happen with the rest as well (20+). My clients see me enter administrative credentials when I prompt to upgrade to run as a service, the session reboots, and then it appears to them that I stepped away from the computer. No further input on my end. I get a prompt saying "connectivity issues", and after a few more minutes, the session closes on both ends.

Edit: I am running Windows 10 Pro 64-bit.
David Fiksman
New Contributor

Re: Running as a service freezes the connection

Hello,

Still waiting for some help please!
GlennD
LogMeIn Manager

Re: Running as a service freezes the connection

Hi David, so far I have not been able to recreate the issue at all, so I think we're going to need to review log files from the 3 client computers. 

On the client PCs please do the following: 
  1. Navigate to: https://citrix.sharefile.com/d-s8cc520ac40e4b3e9
  2. Download GoToLogFiles.exe
  3. Run GoToLogFiles.exe
  4. Click Archive logs to ZIP
          Note: To save time, you can uncheck all other products.
  5. A zip file will be placed on the desktop, please upload it here https://citrix.sharefile.com/r-rae6cca7e89c4939b
Glenn is a member of the LogMeIn Community Care Team.

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Alfonso1
New Contributor

Re: Running as a service freezes the connection

Hi Guys,
We are experiencing the same exactly scenario.
Our clients run win7 64 bit, same as my station?

This is a big problem as I have techs in remote areas.
I know this entry is from 9 months ago but did not find any solution to it.
GlennD
LogMeIn Manager

Re: Running as a service freezes the connection

Hi Alfonso, can you please provide more details? How many client PCs is this happening on? Are your GTA-RS Preferences set to run Attended sessions as a Service by default? Do your clients have admin rights on their PCs, are they able to enter admin credentials when prompted?
Glenn is a member of the LogMeIn Community Care Team.

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Alfonso1
New Contributor

Re: Running as a service freezes the connection

So far just noticed on 1 of them but it happen when we try to connect from two different units under different logins. We user GTA expert, and the preference is "Run support sessions as a service on startup" on the settings by default. Our user normally do not have admin rights to their local. When I remote into it and try to run installation requested my credetendials, that did not work as I need to run as service but if I choose to run upgrade as a service then the sequence is just as described by the original user:
1 "Upgrade to Run as Service"

2, Prompted to enter administrative credentials.

3 After I enter the credentials, the service is installed and runs.

4 The screen sharing briefly goes black as it restarts.

5 Then connection to the client becomes frozen

We are thinking it may be something to do with the security policy maybe corrupted on the local machine?
What do you think? or who is was resolved 9 months ago?

gismo73
New Contributor

Re: Running as a service freezes the connection

on two of my client server Windows 2016 std.

I'm not able to uninstall. Last time I was able to uninstall and reinstall work for two or three days

 

Log Name: Application
Source: Application Error
Date: 12/9/2019 10:39:15 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: SVR-AFS.AFS.local
Description:
Faulting application name: g2ax_system_customer.exe, version: 4.7.0.1673, time stamp: 0x5d9dbb51
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x802431cd
Faulting process id: 0x5c0
Faulting application start time: 0x01d5aea6cfb6d7ea
Faulting application path: C:\Program Files (x86)\GoToAssist Remote Support Customer\1673\g2ax_system_customer.exe
Faulting module path: unknown
Report Id: 7189b8a0-9dc6-4d84-b6f4-8b9de22ce7eb
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2019-12-09T15:39:15.054430600Z" />
<EventRecordID>79876</EventRecordID>
<Channel>Application</Channel>
<Computer>SVR-AFS.AFS.local</Computer>
<Security />
</System>
<EventData>
<Data>g2ax_system_customer.exe</Data>
<Data>4.7.0.1673</Data>
<Data>5d9dbb51</Data>
<Data>unknown</Data>
<Data>0.0.0.0</Data>
<Data>00000000</Data>
<Data>c0000005</Data>
<Data>802431cd</Data>
<Data>5c0</Data>
<Data>01d5aea6cfb6d7ea</Data>
<Data>C:\Program Files (x86)\GoToAssist Remote Support Customer\1673\g2ax_system_customer.exe</Data>
<Data>unknown</Data>
<Data>7189b8a0-9dc6-4d84-b6f4-8b9de22ce7eb</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>