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zmmeyer
New Contributor

Unattended Computer disappearing from GoToAssist?

Hi all -

 

Over the past few weeks, we have had a computer disappear from out Unattended Support list. This has happened multiple times and it is always the same computer. Each time this happens, we have to go to the location and reinstall the program.

 

GoToAssist is still on the PC and running when we arrive on site, so it appears to just be disappearing from our Unattended support list. I have tried full uninstalls/reinstalls using Revo uninstaller, but still have not had any luck. Anyone have any ideas? It's getting really old 😓

6 REPLIES 6
AshC
LogMeIn Contributor

Re: Unattended Computer disappearing from GoToAssist?

@zmmeyer   Was the affected PC re-imaged from another one in the recent past? 

zmmeyer
New Contributor

Re: Unattended Computer disappearing from GoToAssist?

Hi Ash!

 

This PC was not re-imaged from another one. We've actually had this PC in production for a couple years now and this issue just popped up.

AshC
LogMeIn Contributor

Re: Unattended Computer disappearing from GoToAssist?

Does it happen to have the same nickname as another Unattended device? 

 

If not, then we may need to look into the G2A log files on that computer to see when / where it's going offline.  

zmmeyer
New Contributor

Re: Unattended Computer disappearing from GoToAssist?

The name is definitely unique. Where can I find those logs?

AshC
LogMeIn Contributor

Re: Unattended Computer disappearing from GoToAssist?

We have a tool you may utilize for log gathering here:  http://support.logmeininc.com/gotomeeting/downloaddocument/gotologfiles-windows-g2md00267 

 

Though you'll need to create a case with Customer Support, and may want to cross-reference the MS event logs to see if there are any correlating failures. 

zmmeyer
New Contributor

Re: Unattended Computer disappearing from GoToAssist?

thanks Ash. I'll have to reinstall GoTo on site tomorrow, it fell off again. I'll get these logs over asap.