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 We should be able to kill those or report that they are no longer active.Ability to see who is connected to remote devices while the session is still active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
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.Leave GoTo Resolve window open after unattended session closes
Is it possible to leave for user unattended session window open after session is closed? So users can see notes, chat especially if they weren't at the computer when admin logged in to device? It also keeps security in higher level, so users can know if they device was accessed by unattended access when they were off the computer.
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.
Enhance the "POOR CONNECTION" feature
There is an interesting icon on the top right saying "POOR CONNECTION". Looks like a Good Idea! During a "test drive" I been getting "POOR CONNECTION" for my test Server. My test Server sits next to my PC on the same switch. Office Internet connection seem to be rather reliable and stable for me. Personally, I cannot classify it as a "POOR CONNECTION". On the bright side - this feature perhaps could be made better : It might be a help to actually have some sort of an indication of the Quality of the Connection both for the Agent and Customer sides. Then we will be able more confidently advise Customers regarding their connectivity problems. Or the same in regard to our own Internet Connection.Poor file/directory transfer capability and UI even compared to GoToAssist
We extensively use File / Directory Transfer and the files and Directories are different for the different calls. 1) The "Process" is overcomplicated, NOT intuitive, NOT user-friendly and NOT productive. It is a life-important feature. Somehow, in "GoToResolve" it changed from "inconvenient" to a "DISASTER". - It is a productivity "Show Stopper". 2) The GoToResolve Directory Transfer "Process" is overcomplicated, NOT user-friendly and NOT productive. To send a Directory you have to leave the remote Support Session enter password send a Directory(s) and then re-enter password to return to the Support Session plus waiting to continue session or extra clicks to bypass waiting. - A clear productivity "Show Stopper"; 3) Unfortunately the last used directories from the previous session with the Customer are not remembered. Drilling down each time to the required location from "My Documents" both on the Customer and agent side takes lots of time. - COUNTERPRODUCTIVE! 4) Have you resolved an issue with the "Destination not writable" - when the file transfer will crash in the middle of transferring a few dozens of files? 5) For the inspiration could you kindly look at the Norton Commander, Volkov Commander, PC Anywhere, AnyDesk UI's... It is a known issue since the GoToAssist times. Asked the same question 5+ years ago on the GoToAssist Community. The answer was that it is "not a priority". Hope that the USABILITY and PRODUCTIVITY are now a PRIORITY. P.S. Entering content here ends with an error "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." Had to copy everything to notepad and then back into the form, "Preview", "Post" .
