Kill Stuck Sessions
There are times when an Unattended session gets "stuck" with GoTo Resolve. There is no way to kill those sessions, meaning you can't otherwise connect again to the machine. This can sometimes happen if you're already connected and the remote machine loses and then regains connectivity. The session remains stuck for hours and you cannot reconnect. Rebooting the remote PC does not help. The only resolution I've found is to start an Instant Support session with a person on the other end, connect to that, uninstall the Unattended access application, reinstall it, re-verify the PC in the Console, and then connect to the newly-added machine. During your new connection, the old session remains stuck for hours and hours. It feels like the "stuck" session is on the GoTo side, in their cloud. We should be able to kill those or report that they are no longer active.Ability to see who is connected to remote devices while the session is still active
Currently you have to wait until a session has ended before the session shows up in reports. It would be very helpful to be able to see who is connected to a remote device while the session is still in progress. We are a large support center and there are times we need to know who is currently connected to a customer and the ability to see the connections real time would be a great improvement
Allow end-user to control remote access
As an MSP I used to rely on the lite licenses to provide the ability to monitor client PCs. Now that we no longer have this option, I have a come across the situation where new clients are unwilling to have the pro agent installed as they consider it to be too much of a security risk with us being able to access their machines remotely at any time - this is especially true of clients that deal with sensitive data, such as financial advisers etc... Would it be possible to add an option in the agent that would allow an end-user to disable/enable remote control? Or allow them to specify that they have to give explicit permission each time remote control is requested?
Remote Execution Step Collection Editing
Currently in GTR, once the step collection has been created, the only option is to delete it, it can not be modified after creation. In order to edit a collection, you must start a new job, add the collection, make your edits, save it as something similar to the existing collection, then run it on one or more assets, for it to save. Then you must go back into Manage step collections and delete the existing collection. The only work around I have found, to be able to save using the current step collection name, is to open GTR in another browser. Create new job, add existing step collection, then go into other browser window and delete the original Step Collection. Then you can save the new collection with the existing name. This could all be prevented it there was an ability to edit step collections under "Manage Step Collections"Be able to block Client Input during Unattended Access
There really needs to be an option to block client input during Unattended Access. We have over 400 clients installed and there are numerous times in a day when we are responding to a ticket and cannot work because the client refuses to stop moving their mouse or typing. I will let someone know that I need to log in and check the machine, either by call or teams, and then when I log in they will just continue moving the mouse through the screen or will not stop talking for me to fix their issue. I literally had one person agree to me logging in and then continued to type an email for 10 minutes before I could even tell them to stop. I know this is an option in other programs such as Screen Connect which we used before switching to GoTo. I know we can blank their screens but often times I need them to be able to see their screen and show me the issue, but they need not to be able to control the mouse cause they repeatedly will take over just because I am not there. Also the number of times someone will just end the session because "oh popup, better close" is more often than I can count.
Display Technician Name in Remote Session for Easy Identification and Contac
Please include the option for the name of the technician to appear when they are connected to a remote session. Currently, when we want to connect, we have to internally validate who the person is to approve access. With this option, we could easily identify who the person is and contact them directly.
Programs that are no longer receiving updates need to be flagged
It would be useful is programs that were no longer supported by the software vendor were flagged by the system so they could be removed. I think this is a requirement for Cyber Essentials. Example: In the accountancy world, CCH's Viztopia is now several years out of the update cycle. It would be useful to have software like this flagged as unsafe with a warning next to each machine that has it installed.Updates should wait until a device is online and then install
If a device is offline, I cannot release any updates to it. I'd like to be able to do so when I'm online and not have to check back every few hours to release. I don't know when a specific laptop will next be online, could be an hour or 3 days, but it needs that patch asap. So ability to queue updates for a machine, a fire and forget.
