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mszeu
Active Contributor

Unable to Terminate the session for all and very bad support experience

Hello,

 

it's a couple of days I'm struggling with a problem related to GoTo.

When I finish my session and press the button to terminate it for all the attendees nothing happens.

The application hangs and the only solution is to close the GoTo application.

Terminating the Goto application does not terminate the session for all.

It's happening in my environment every single time (7 in total this week) and so I decided to call the support.

The experience was not pleasant at all.

The support engineer told me before of all to terminate the session from the session lists on the web (??) or to reboot the computer.

When I said I was not happy about the solution he said that the solution was that one

When I asked to speak with his manager he told me that "his manager would repeat the same solution to so.."

When  I insisted to escalate the case he took my phone number but no one called me back yet and this case does not appear logged in my case list.

he was between being ''in a rush'' and arrogant.

I do not tolerate this behaviour. I was, during my career, a support engineer and I never acted in this way.

Let's see if the manager will contact me or not....

 Kind regards,

Marco

6 REPLIES 6
GlennD
GoTo Manager

Re: Unable to Terminate the session for all and very bad support experience

Hi @mszeu,

 

I apologize for the frustration. Can you please provide me with the support ticket number for this call so I can look into it further? If you are having this issue every time you try to end the training session there should something in the log and system files we can review.

 

Glenn is a member of the GoTo Community Care Team.

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mszeu
Active Contributor

Re: Unable to Terminate the session for all and very bad support experience

Hi @GlennD ,

 

I just checked in the support portal and it seems that the support engineer 'forgot' to log the case.

 May someone please contact me to discuss the matter? 

I called from the UK at around 1.30 PM London Time.

Kind regards and thanks,

Marco

GlennD
GoTo Manager

Re: Unable to Terminate the session for all and very bad support experience

@mszeu Please click on my user name and send me a  private message with the phone number you called from, this will make it a lot easier to locate the call in our system.

 

Glenn is a member of the GoTo Community Care Team.

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mszeu
Active Contributor

Re: Unable to Terminate the session for all and very bad support experience

Thanks for the swift reply. I wrote to you in private.

 Kind regards,

Marco 

VRLDO
Contributor

Re: Unable to Terminate the session for all and very bad support experience

I had the same thing happen last Friday for the first time. Couldn't end the session, had to go back into the training and THEN I could end it.

mszeu
Active Contributor

Re: Unable to Terminate the session for all and very bad support experience

A couple of days ago a person from the support called me back apologising for the bad support experience I had and she told me that, as a test, she was going to downgrade the version of the Goto client to the previous one.

Next week I'll test the downgraded version and see what happens.

I found out that the issue happens solidly only after long sessions (mine are 1h30min long) and it does not happen if the session is really short.

 Let's see...

Thanks ^ Regards,

Marco