Unattended Device Access

[TheSkyman]

Using version 4 console or web.  When we connect to a remote unattended device (v4.8) the device prompts the user to allow connection.

Using version 5 console or web (still v4.8 on the device) the connection is made automatically.

How can we make it so the user is always prompted to allow connection?

[KateG]

Hi, @TheSkyman welcome to the GoTo Community. Unfortunately, there is no way to prompt the user to allow the connection on v5. 

[TheSkyman]

This question is answered, but the answer is disappointing.  To be able to see what is on a user's screen with-out them giving you permission is just a bad way to do things.  HIPAA and other confidentiality rules would be violated if this where to happen.  I know version 4 keeps this feature but if a tech uses the version 5 console accidentally that's a problem.

[Mark_Jenkins]

V4 allows the user to allow or reject the connection but if no response then the connection is made regards. So you would have to educate user not to leave screen open. V5 does not have the option to allow or reject until the connection has been made.  I would be happy if the V4 method was reintroduced in V5 or a least an option. 

[TheSkyman]

"if no response then the connection is made " - the behavior we've seen is that if the user doesn't respond, the screen locks and the connection is made.  We like this as we still have access to the computer, just not the user's session.

[Mark_Jenkins]

That would depend on how the end user is setup with screen locking and GPO's but agree remote support is always a trade-off between ease of access and security.

[GlennD]

Hi,

Interestingly, prior to v5 being released we received semi-regular feedback from customers asking that the prompt to allow/deny the connection be removed as they found it inconvenient. I doubt that we will change how v5 works at this stage, but GoTo Resolve has the allow/deny prompt like v4.

[DSipp]

I am in the camp of never allowing access to a session without user acceptance. definitely trading convince with ease of use.