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New Contributor

GoToAssist works and RescueAssist does not on machine behind proxy.

I had to get a new account and was pointed towards RescueAssist (GotoAssist is now RescueAssist).  I was a technician on another account and you cannot 1. Move an unattended support machine to another account and 2. You cannot have seperate billing for different technicians.  I installed RescueAssist side-by-side with GotoAssist on one machine and RescueAssist works without any issue.  Another machine that sits behind a proxy, where GotoAssist works, RescueAssist is installed and does not register the device.

 

There is no way to troubleshoot the connection from the device; there is nothing that indicates that the connection outbound even works - just an icon and version.  They really need to have some means of confirming that the connection to the internet, i.e. the servers, is valid. 

 

Why is it that on the same machine, same location (Behind a proxy), GotoAssist works and RescueAssist does not?  This makes no sense whatsoever - and yes, the user login credentials have been put into RescueAssist and they are the same as those needed for the proxy authentication.

 

Overall the interface is nicer and connection appear better, but I will have to ask for a refund and get a package that works with some level of diagnostics if RescueAssist does work.  Also, ticketing and support sticks.

2 REPLIES 2
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LogMeIn Contributor

Re: GoToAssist works and RescueAssist does not on machine behind proxy.

Hi @MVCV 

We are currenlty reviewing your support case and reaching out to continue troubleshooting based on your included contact information. 

Thanks for your patience.

 

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New Contributor

Re: GoToAssist works and RescueAssist does not on machine behind proxy.

A technician called and let me know that the latest version (updated within the last week) was proxy aware and should work.  As soon as I can get a connection, I will install and confirm.