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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 😓

20 REPLIES 20
AshC
Retired GoTo Contributor

Re: Unattended Computer disappearing from GoToAssist?

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


Ash is a member of the LastPass Community Care Team.

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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
Retired GoTo 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.  


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zmmeyer
New Contributor

Re: Unattended Computer disappearing from GoToAssist?

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

AshC
Retired GoTo 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. 


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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.

Chad Johnson1
New Contributor

Re: Unattended Computer disappearing from GoToAssist?

I'm seeing the same thing.

In my case they show up on my unattended list, but they show as offline, even when they are offline.

I've lost possible a hundred unattended clients this way and it was fixed previously by installing the latest agent, version 5.6xxxxxxx.

 

But now I'm seeing 5.6 agents unreachable as well.

 

GlennD
GoTo Manager

Re: Unattended Computer disappearing from GoToAssist?

@Chad Johnson1 Please call our toll-free support.

 

Glenn is a member of the GoTo Community Care Team.

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LWhite
New Contributor

Re: Unattended Computer disappearing from GoToAssist?

Was this ever successfully resolved? I've started seeing this randomly happening with some of my GoTo Unattended Clients. They are all using ver 4.8 build 1702. I can RDP into the computer, uninstall/reinstall the client. It will show up in our Unattended list for a day or so, then just disappear again.

 

I would really like to know how to fix this if there ever was a solution.

 

Thanks.