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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.

5 REPLIES 5
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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.

 

Highlighted
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.

Highlighted
New Contributor

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

After many reboots and uninstalls and re-installs, version 1.0.0.363 does not fix the problem.  The system is still not registered whereas the GoToAssist is still connected and viable.

Highlighted
New Contributor

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

I was able to connect under 1 circumstance - someone else logged into the machine and we setup up an Support Session which worked - after which, hte previously installed Unattended Assist was removed and the application was not found so I could not uninstall and re-install.

 

I am connected right now with GoToAssist but RescueAssist does NOT go through the proxy.

Highlighted
New Contributor

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

After removing all ventiges of the application, reinstalled RescueAssist and entered in the proper credentials (proxy) - Here is the error after a service restart to ensure everything was restarted properly:

 

[ 2020-03-30 11:07:16.767 ][ Main ][ Info ][ Unattended ][ ServiceApplicationController ] - params: 'BaseUrl: https://console.gotoassist.com/
CompanyId: 3320239648664437260
CompanyToken: eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJ0b2tlblR5cGUiOiJDb21wYW55IiwicHJvZHVjdCI6IjEiLCJjb21wYW55SWQiOiIzMzIwMjM5NjQ4NjY0NDM3MjYwIiwiZ3JvdXBJZCI6Im51bGwifQ.3-6URbF8QGncpRGnJdbQKnqDKZKMZWGQy1fiucggZP4
CredentialProviderInstalled: 1
DeviceName:
DeviceToken:
HostId: 7cdbadc3a8aee92fa7d4fd592d2ce1d4
InstallationId: 7dRtKBbdfq
InstanceId: 1lmkTLhbW8
Lang: en-US
LogLevel: 2
MonitoringToken: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJleHAiOjE1ODU2NjQxNDUsImlhdCI6MTU4NTU3Nzc0NX0.F5sALc2GQlctDiyRfV47wEkeL3CJ4ReJEzlafm0ANnQ
MonitoringUrl: https://dumpster.console.gotoassist.com
Product: 1
Salt: NvPzBwrTuoLj5jUA
Service: 1
WebsiteUrl: https://console.gotoassist.com/UnattendedConnection.ashx
WtsRdpMode: 2
WtsStartingSessionId: 0
WtsStartingUsername:
service: 1
workfolder: CSmiley Tonguerogram Files (x86)LogMeIn Remote Support Unattended3320239648664437260
'
[ 2020-03-30 11:07:16.767 ][ Main ][ Info ][ Unattended ][ ServiceApplicationController ] - service starting (1.0.0.363) =========================================
[ 2020-03-30 11:07:16.767 ][ Main ][ Info ][ Unattended ][ ServiceApplicationController ] - working path: 'CSmiley Tonguerogram Files (x86)LogMeIn Remote Support Unattended3320239648664437260'
[ 2020-03-30 11:07:16.767 ][ Main ][ Info ][ Unattended ][ ServiceApplicationController ] - language: 'en-US'
[ 2020-03-30 11:07:16.767 ][ Main ][ Info ][ Unattended ][ ServiceApplicationController ] - application installation id: '7dRtKBbdfq'
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - 1.0.0.363
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - unattended starting (1.0.0.363) =========================================
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - OS Name: Windows 10 Pro x64
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - OS version: 10.0 (Build 18362)
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - language: 'en-US'
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - installation id: '7dRtKBbdfq'
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - instance id: '1lmkTLhbW8'
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - appdata folder: 'CSmiley Tonguerogram Files (x86)LogMeIn Remote Support Unattended3320239648664437260appdata'
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - command line args:
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - ServiceName: LMIRemoteSupport_7dRtKBbdfq
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - param 1 = -Service
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - param 2 = -WorkFolder
[ 2020-03-30 11:07:16.771 ][ 0x00012624 ][ Info ][ Unattended ][ Unattended ] - param 3 = CSmiley Tonguerogram Files (x86)LogMeIn Remote Support Unattended3320239648664437260
[ 2020-03-30 11:07:16.811 ][ 0x00012624 ][ Info ][ Unattended ][ SetupCrashHandler ] - Crash Handler started successfully!
[ 2020-03-30 11:07:16.823 ][ 0x00012624 ][ Info ][ Unattended ][ IpcController ] - start: 'Service' ...
[ 2020-03-30 11:07:16.836 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionSmiley Frustratedervice ] - listen request
[ 2020-03-30 11:07:16.836 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - InitWindowsTerminalSessionInfos.
[ 2020-03-30 11:07:16.837 ][ 0x00012624 ][ Error ][ Unattended ][ JsonFileParams ] - Cannot find recently added key: WtsStartingUsername
[ 2020-03-30 11:07:16.839 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - init process in console mode
[ 2020-03-30 11:07:16.842 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - run as user, app: 'UnattendedUi'
[ 2020-03-30 11:07:16.842 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - Process manager running
[ 2020-03-30 11:07:16.969 ][ 0x00012624 ][ Info ][ Unattended ][ SessionController:Init ] - start session
[ 2020-03-30 11:07:16.976 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionSmiley Frustratedervice ] - disconnected
[ 2020-03-30 11:07:16.980 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - Forcibly kill process if still exists: ('UnattendedUi') running at: '2'
[ 2020-03-30 11:07:16.980 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - Killing application: 'UnattendedUi' in session: 2
[ 2020-03-30 11:07:17.649 ][ 0x00012624 ][ Info ][ Unattended ][ AppletController ] - Cant find process LogmeinRemoteSupportService.exe, Applet not running.
[ 2020-03-30 11:07:17.657 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionControllerSmiley Very Happyisconnected ] - start, url: 'https://console.gotoassist.com/UnattendedConnection.ashx'
[ 2020-03-30 11:07:17.667 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionSmiley Frustratedervice:0 ] - listening
[ 2020-03-30 11:07:17.957 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - Launch application: 'UnattendedUi' in session: 2
[ 2020-03-30 11:07:18.077 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - app ('UnattendedUi') launched at: '2'
[ 2020-03-30 11:07:18.688 ][ 0x00012624 ][ Info ][ Unattended ][ IpcController ] - connection request from: 'UnattendedUi-2'
[ 2020-03-30 11:07:18.700 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionSmiley Frustratedervice:1 ] - connected
[ 2020-03-30 11:07:18.701 ][ 0x00012624 ][ Info ][ Unattended ][ IpcController ] - connection connected: 'Service' to 'UnattendedUi-2'
[ 2020-03-30 11:07:18.724 ][ 0x00012624 ][ Info ][ Unattended ][ ProcessManager ] - app ('UnattendedUi') running at: '2'
[ 2020-03-30 11:08:41.703 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ HttpQuery ] [ 0x160dba0 ] network error: QNetworkReply::UnknownNetworkError
[ 2020-03-30 11:08:41.703 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ HttpQuery ] [ 0x160dad8 ] network error: QNetworkReply::UnknownNetworkError
[ 2020-03-30 11:08:41.705 ][ 0x00012624 ][ Error ][ Unattended ][ BackendEndpointCalls ] - Request failed with for url https://console.gotoassist.com//Unattended/api/v1/GetUnattendedUpdateParam?version=1.0.0.363&platfor.... Error: UnknownNetworkError:
[ 2020-03-30 11:08:41.708 ][ 0x00012624 ][ Error ][ Unattended ][ SessionController:Init ] - RequestUnattendedUpdateParams failed.
[ 2020-03-30 11:08:41.707 ][ 0x00016752 ][ Info ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] disconnected
[ 2020-03-30 11:08:41.708 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] socket error: QAbstractSocket::NetworkError
[ 2020-03-30 11:08:41.711 ][ 0x00012624 ][ Error ][ Unattended ][ BackendEndpointCalls ] - Request failed with for url https://console.gotoassist.com//Unattended/api/v1/GetAppletDownloadParam?platform=win. error: UnknownNetworkError:
[ 2020-03-30 11:08:41.711 ][ 0x00012624 ][ Error ][ Unattended ][ SessionController:Init ] - RequestAppletDownloadParam failed.
[ 2020-03-30 11:08:41.723 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednConnectingDisconnected
[ 2020-03-30 11:08:41.723 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednDisconnected 1
[ 2020-03-30 11:08:41.723 ][ 0x00012624 ][ Info ][ Unattended ][ SessionController:Init ] - stop heartbeat checking
[ 2020-03-30 11:08:41.723 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - Reconnecting.
[ 2020-03-30 11:09:52.806 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ HttpQuery ] [ 0x160da10 ] network error: QNetworkReply::UnknownNetworkError
[ 2020-03-30 11:09:52.806 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ HttpQuery ] [ 0x160dad8 ] network error: QNetworkReply::UnknownNetworkError
[ 2020-03-30 11:09:52.808 ][ 0x00012624 ][ Error ][ Unattended ][ EventBlockSender ] - Event sending request has been denied with the following error: UnknownNetworkError
[ 2020-03-30 11:09:52.812 ][ 0x00012624 ][ Error ][ Unattended ][ EventBlockSender ] - Event sending request has been denied with the following error: UnknownNetworkError
[ 2020-03-30 11:09:52.818 ][ 0x00012624 ][ Warning ][ Unattended ][ ConnectionController:Connecting ] - drop event 'MessageSend' in 'Connecting'
[ 2020-03-30 11:09:52.820 ][ 0x00012624 ][ Warning ][ Unattended ][ ConnectionController:Connecting ] - drop event 'MessageSend' in 'Connecting'
[ 2020-03-30 11:10:10.773 ][ 0x00016752 ][ Info ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] disconnected
[ 2020-03-30 11:10:10.773 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] socket error: QAbstractSocket::NetworkError
[ 2020-03-30 11:10:10.785 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednConnectingDisconnected
[ 2020-03-30 11:10:10.785 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednDisconnected 1
[ 2020-03-30 11:10:10.785 ][ 0x00012624 ][ Info ][ Unattended ][ SessionController:Init ] - stop heartbeat checking
[ 2020-03-30 11:10:10.785 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - Reconnecting.
[ 2020-03-30 11:10:52.799 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ HttpQuery ] [ 0x160d308 ] network error: QNetworkReply::UnknownNetworkError
[ 2020-03-30 11:10:52.802 ][ 0x00012624 ][ Error ][ Unattended ][ EventBlockSender ] - Event sending request has been denied with the following error: UnknownNetworkError
[ 2020-03-30 11:10:52.814 ][ 0x00012624 ][ Warning ][ Unattended ][ ConnectionController:Connecting ] - drop event 'MessageSend' in 'Connecting'
[ 2020-03-30 11:11:39.830 ][ 0x00016752 ][ Info ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] disconnected
[ 2020-03-30 11:11:39.830 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] socket error: QAbstractSocket::NetworkError
[ 2020-03-30 11:11:39.840 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednConnectingDisconnected
[ 2020-03-30 11:11:39.840 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednDisconnected 1
[ 2020-03-30 11:11:39.840 ][ 0x00012624 ][ Info ][ Unattended ][ SessionController:Init ] - stop heartbeat checking
[ 2020-03-30 11:11:39.840 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - Reconnecting.
[ 2020-03-30 11:12:22.814 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ HttpQuery ] [ 0x160da10 ] network error: QNetworkReply::UnknownNetworkError
[ 2020-03-30 11:12:22.817 ][ 0x00012624 ][ Error ][ Unattended ][ EventBlockSender ] - Event sending request has been denied with the following error: UnknownNetworkError
[ 2020-03-30 11:12:22.823 ][ 0x00012624 ][ Warning ][ Unattended ][ ConnectionController:Connecting ] - drop event 'MessageSend' in 'Connecting'
[ 2020-03-30 11:13:08.877 ][ 0x00016752 ][ Info ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] disconnected
[ 2020-03-30 11:13:08.877 ][ 0x00016752 ][ Error ][ Unattended ][ QtPlatform ] - [ WebSocket ] [ 0x15f6d70 ] socket error: QAbstractSocket::NetworkError
[ 2020-03-30 11:13:08.886 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednConnectingDisconnected
[ 2020-03-30 11:13:08.886 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - ConnectionController:Smiley SurprisednDisconnected 1
[ 2020-03-30 11:13:08.886 ][ 0x00012624 ][ Info ][ Unattended ][ SessionController:Init ] - stop heartbeat checking
[ 2020-03-30 11:13:08.886 ][ 0x00012624 ][ Info ][ Unattended ][ ConnectionController:Connecting ] - Reconnecting.