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GlennD
GoTo Manager

Unattended Support install fails on some Macs

Hi,

There is currently a known issue with setting up Unattended Support on Macs if the user account name has a space in it, such as "EXO Admin".  Unfortunately, the only workaround is to create a new user account without a space in the account name. 

This issue affects all versions of Mac OS and GoToAssist Remote Support

Glenn is a member of the GoTo Community Care Team.

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16 REPLIES 16
AshC
GoTo Moderator

Hi Seth,
I'm sorry to hear of this.
Have you tried creating a brand new User on the problem Mac to test with?

 


Ash is a member of the GoTo Community Care Team.

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Chad Johnson1
New Contributor

Same here, not working with "no space" accounts either.
Please fix gta dev team, this is a workaround, but we need the bug fixed.
Many thanks and I can appreciate how frustrating it would be to keep up with the OSX versions as Apple continuously BREAKS unattended installers and drivers.
They are now much worse than MS ever was at this.

I can install many Win 7 and 8 drivers on Win 10 without an issue, can't say the same on Macs.
AshC
GoTo Moderator

Hey Chad,
If you'd like to help us document new issues, and the affected Mac User name doesn't have any spaces or characters inserted, feel free to give us a ring at your convenience from the affected machine in order to fully document any new problems.

 


Ash is a member of the GoTo Community Care Team.

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Chad Johnson1
New Contributor

Will do thanks Ash
Enrique Ochoa
New Contributor

I just wanted to add my two cents here.   I added a mac Mini to my gotoassist unattended support account.  (I guess i met all the criteria)  Connection works fine.  But if I disconnect from the Unattended support session, I can no longer connect to that Mac again.  I called LogMeIn tech support.  Tech asked me if there was someone who could go to the computer I was trying to connect to.  Infuriated with the question.  I asked the tech, "doesn't that defeat the purpose of having an unattended support session setup?"

Now I had to explain to my customer that I could not log into his Mac to fix his issue because it was after hours and no-one was available.

Today, In my attempt to setup another mac mini to my unattended sessions list for the same client it failed.  I am literally onsite at the Mac mini I want to setup just like I did the one before.  Now the installer is failing.
Rick Bestany
New Contributor

Not sure what they did, but I was able to install the client on my Mac Mini and its been working fine.
AshC
GoTo Moderator

If you continue to experience failed connections after Mac OS Unattended sessions are normally closed, please confirm the versions and specific OS X in use there so we can try to recreate from our side.


Ash is a member of the GoTo Community Care Team.

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