Unable to download customer application using join.gotoresolve.com
Hello, we are German GoTo Resolve users experiencing the following problem since yesterday: To establish a support session our users use join.gotoresolve.com instead of helpdesk.me. That's because of the fact that join.gotoresolve.com is displaying German language and helpdesk.me is displaying English language. If the site join.gotoresolve.com is used we've got the problem that the customer is not able to download the customer application needed to control the computer. To reproduce the problem it seems to be necessary that the supporter uses the control function instead of viewing only. The customer gets the notification "Fehler beim Herunterladen der Anwendung" which should be translated to something like "Error (while) downloading the application". Helpdesk.me is working as expected. The problem with join.gotoresolve.com was reproduced with different networks (corporate and home office) and private/corporate computers. I already have created a ticket with the GoTo support but would like to know if other users have got the same problem and if it's a bigger/global problem. Can somebody test their GoTo Resolve session with join.gotoresolve.com and post some feedback please?SolvedBenedikt7 months agoNew Contributor542Views0likes2CommentsNot getting Windows Updates
Hello, We recently acquired GTR. I have noticed how i do get application updates but i do not for Windows Updates.. I am getting aError code:0x80240438.It does say to refer to Microsoft Knowledge but none seem to work. Has anyone had this issue before? ThanksSolvedjcolon7 months agoActive Contributor3.1KViews0likes4CommentsAntivirus Health - Threat Found
If a threat has been detected by GoToResolve EPP, where can I find more details about the specific threat detected? For example: Last scan report Last scan:Aug 17, 2023, 10:09 AM Scan result: 1 threats found. Immediate action required. Real time protection enabledBoyd B.7 months agoContributor1.5KViews0likes11CommentsVisualización de nombre completo del usuario final
¡Hola! Sería de gran ayuda si en el Helpdesk se lograra visualizar el nombre completo del usuario que crea el ticket, ya que actualmente se acorta el nombre. Por ejemplo, el nombre completo de este usuario es "Subway City Mall"; sin embargo, se visualiza como "Subway Mall", lo que genera confusión al no saber con exactitud qué usuario está creando el ticket.DianaMC7 months agoActive Contributor543Views0likes4CommentsFile Manager does not disconnect when pressing Quit or ending session in Desktop Console 1.9.1.105
When after transferring files in an unattended session, the File Manager does not fully disconnect. After clicking the Quit File Manager button, the file transfer window closes, but never actually disconnects. If we disconnect from the unattended device and then connect to a different unattended device, we can no longer transfer files. In the file transfer windows, the old folders and files form the previous connection are still displayed. There is no was to clear the old folder sections and if we attempt to start a new file transfer we get "Waiting for Connection". The only way we can resolve this is to close and reopen the Desktop Console. Is there a solution on how to end a File Transfer session without closing and reopening the Desktop Console?SolvedSupportMW8 months agoActive Contributor727Views0likes3CommentsCan no longer save which columns are displayed in Individual Device list Desktop Console 1.9.1.105
When in Devices, every time Individual Devices is selected and the list of devices is displayed, all the new columns which were added in 9.1.105 are displayed. If we deselect the columns we do not want displayed, the choice of columns is not saved and as soon as we go back to the device list, all the new columns are displayed again. This causes issues since 15 columns are now displayed, which causes the Device name to be truncated. The unwanted columns must be deselected each time we go into the device lists.SolvedSupportMW8 months agoActive Contributor883Views1like5Commentsmobile device mouse functionality
I just upgraded to a Pixel Fold and a big reason I did was the ability to better use remote sessions within the Goto Resolve app. I can start a session and found some of the settings for mouse control however I'm experiencing 2 issues that I can't figure out... 1. I can move the mouse around but can't "click" anywhere on the screen. In instances where I need to actually control the remote computer, this is essential. I've tried tapping, double-tapping and even long pressing but none of those work. I really nee this functionality. 2. For this issue, I'm going to refer to the remote computer's screen as "display" and my mobile device's screen as "screen". When I'm connected looking at the display and I drag the mouse near one edge of the display, the whole screen shifts in that direction then part of the display is off of my screen. When this happens, I can't just drag it back onto my screen so I can see the entire display. I have to select the toolbar icon to toggle displays so it's 100% on my screen again. I would like to be able to dock (for lack of a better term) the display window in place.SolvedSchooner448 months agoActive Contributor727Views0likes2CommentsGoTo Resolve Mobile Agent, Crashing while trying to remote Pixel Fold
So I have just switched my phone from a Galaxy S21 Ultra to a Google Pixel Fold. I wanted more screen realestate for while I am working around town and not wanting to pull my laptop out if I do not want to. I downloaded the GoTo Resolve Agent to this phone like I did on my S21, I logged into the app and attempted to remote into my desktop to test it. On the front smaller screen the remote worked for a bit but it was tiny cause its a smaller screen. If I do this with the phone opened to the tablet size screen I can log in, I can go anywhere else in the app, but if I initiate a remote control the app crashes back to home screen leaving the desktop with a running session so I cannot even attempt to remote into the computer again until I clear it from my desktop. I have uninstalled and reinstalled the app, I have cleared data from the app, I have even tried running the app in the 3 different screen sizes that the phone provides but it crashes every time I initiate a remote session from the inside screen of my phone. For reference the screen sizes are, Default (provided by app), full screen, and half screen. I do not know why the front screen started crashing but I have changed everything to default and it is still not back to working. I was able to do this all the time on my S21 on the same machines so I am at a loss and would love some insight from othersSolvedbhartwell138 months agoActive Contributor686Views0likes3CommentsResolve - Unable to delete group
Hi, I created a device group but now I'm unable to delete it and get a "Failed to empty group" message. The group did have devices in it at one point but is definitely empty now. I've tried adding a device with the intention to remove it and try deleting again but I'm unable to add to the group.CaptainRizla8 months agoNew Contributor585Views0likes3CommentsOpenssl vulnerability in GoTo Resolve Unattended and GoTo Resolve Desktop Console applications
Using latest client as of 1/4/2023 of GoTo Resolve Unattended (v1.13.1.2908) and GoTo Resolve Desktop Console (1.8.1.103), Microsoft Defender has found the following vulnerability related to these applications. Openssl (Installed version: 3.0.8.0) Software Evidence File paths: c:\program files (x86)\goto resolve unattended\3855658948394338372\libcrypto-3.dll c:\program files (x86)\goto resolve unattended\3855658948394338372\libcrypto-3-x64.dll c:\program files (x86)\goto resolve unattended\3855658948394338372\libssl-3.dll c:\program files (x86)\goto resolve unattended\3855658948394338372\libssl-3-x64.dll c:\program files\goto\goto resolve desktop console\libcrypto-3-x64.dll c:\program files\goto\goto resolve desktop console\libssl-3-x64.dll Will there be a new version released anytime soon that will help address this openssl vulnerability? Please advise. -ChrisChrisGonzales8 months agoNew Contributor680Views0likes3CommentsGoToMyPC agent alongside GoToResolve agent?
We're looking at implementing GoToMyPC Pro for users to remotely access their desktops from home. We currently use GoToResolve for support purposes so I'm concerned that having 2 agents installed concurrently might cause an issue. The users don't need the functionality of GoToResolve, just remote access similar to what the GTR agent has for remote access. Has anyone tried this or have any input? Thanks in advance! BillSolvedbill_AZ8 months agoActive Contributor422Views0likes1CommentZero Trust Verification Failed - Be sure this device and your device are set to the right time zone
Hello - We recently deployed GoToResolve agent on a remote PC using Microsoft Intune. It's been working well for several months. Today when we try to verify the device we are getting a 'Zero Trust Verification Failed - Be sure this device and your device are set to the right time zone' message. This is a new error after many successful deployments. We are deploying ver.1.11.0.2369 which typically updates to ver.1.13.1.2908 within a few minutes of being online. Is this a known issue or is there a resolution? Thanks - Bill Thanks - BillSolvedbill_AZ9 months agoActive Contributor766Views0likes3Comments🎁 End of year giveaway
The GoTo Resolve teamhas been hard at work this year! Check out our"Year in Review"andcomment below for a chance to win a $50 gift card of your choice.🌟What was your favorite release in 2023? What do you want to see more of in 2024? (To enter the raffle, just comment below. One raffle submission per community member. Final submissions will be accepted until 1/15/2412PM EST. Winner announced on 1/16/24.) Share your thoughts!⬇️Katie_P9 months agoGoTo Contributor2.2KViews2likes19CommentsGoTo Resolve remote connection
I work for a school district and we use GoTo Resolve as a remote desktop connection. When we first got the program and started using it we loved it and worked great. We ordered and subscribed and pay for the service. About a week ago or so tho, whenever i would remote into a computer it ran super bad, super laggy, can not even really do anything on it because it runs so bad. We do connect via wifi but i feel like that shouldnt be the issue because it was wifi connection from the start and it ran fine in the beginning. Any ideas?taylorschools9 months agoNew Member569Views0likes2CommentsApplication Updates
Hi wonder if anyone else is having the same issue, I'm not able to see any application updates on devices, but am able to see windows updates and push these out, I keep getting the below on all devices OS is windows 11 Build 22631 Resolve Version is1.13.1.2908 Error is Unknow Status No Information Available The Device lost connection or might have never been online to report a status about it.GSingh9 months agoNew Member507Views0likes2CommentsDoes the Microsoft Teams integration not create chats for tickets created via email?
I recently setup the MS Teams integration, and when I submit test tickets via the GoTo Resolve Teams app it works more or less as expected. However when I submit a ticket via any other method nothing is created inside of teams. Is that expected behavior? If so that's really unfortunate since we will likely never get 100% Teams adoption over emailtylerrathbone9 months agoNew Member411Views0likes1CommentHDD Health Status Alert
Hey there! Just getting going with GoTo Resolve and I'm trying to figure out how to setup an alert for an HDD SMART status being anything other than healthy, predictive failures, read-through errors, bad block percentage, etc. Does that not exist in GoTo Resolve?derekhansell10 months agoNew Member332Views0likes0CommentsMDM on prem AD device enrolment workaround.
Hi all, This could be a possible solution to enroll Windows devices for those in an on-prem AD. Below you have the instruction to add one device as a test then to create a GPO task to run the Powershell script: First: Create the provisioning package in Resolve MDM. Download the .icdproj file from the “Windows (Beta) enrollment section in Resolve MDM. Open this file in Windows configuration designer. Next, export the file, building it into a .ppkg package and giving it your preferred file name. Second: The test was done using powershell to activate this package and enroll devices. The -install-provisioning package command was used as admin in powershell (info here:https://learn.microsoft.com/en-us/powershell/module/provisioning/install-provisioningpackage?view=windowsserver2022-ps) This test completed successfully, enrolling the device. Next steps: Move the .ppkg file somewhere that is network accessible to your users, so that when they run the above powershell script, their machine is able to access the .ppkg file. The script will then have to be modified to point to wherever the team opts to store the file. Create a scheduled task via GPO to run the powershell script. It is vital that this task be run as an account that has admin permissions on the machine being enrolled. More info is available here. The “Run As” section is especially relevant to your team. (info here)CS_HelpDesk10 months agoGoTo Contributor393Views1like0CommentsOutlook incident description has no carriage return
Hello: When we receive a notification from GoTo Resolve's Helpdesk stating that there's a new ticket, the incident description is one big paragraph in the email in Outlook and OWA. In the actual ticket, it looks normal as it also does in a browser based email like Gmail. I have attached examples of Outlook and from Gmail. Is there something I need to change in Outlook or Exchange to make this more readable in email format? ThanksSolvedefanning10 months agoActive Contributor2KViews1like10CommentsPeoples opinion of Software Updating in Resolve
Hi everyone, I'm currently trialling Resolve as part of a project to scope a MDM/RMM solution for our business and wanted to ask other users what they think of the Software Update feature? I've looked at Atera (as they offer a free trial) and Ninja, as well as Resolve and found no solution seems to be able to reliably apply Windows patches or software updates to 3rd party apps. Resolve appears to have problems rolling out multiple updates at once and seems to do better if I just select Windows updates one at a time. However, that still doesn't mean a patch will install and it seems to work around 50% of the time. Atera did a little better but still had similar problems. What have other user's experiences been with GoTo Resolve?IT_Dude10 months agoNew Member295Views0likes0CommentsWebinar Recording, Comments & Giveaway! Migrating to Modern IT with Mobile Device Management (MDM)
👋 Hi everyone, As promised, here is the recording for this week's webinar:"Migrating to Modern IT with Mobile Device Management (MDM)" Remember today is the last day to share your questions or feedback. You'll be entered into a raffle for a $50 gift card of your choice. I'll announce a winner tomorrow! 🎁Katie_P10 months agoGoTo Contributor1.3KViews1like6CommentsStarting a remote session requires a page refresh
When starting a remote session in the past day or two, every time I get this message This page is having a problem Try coming back to it later. You could also: Open a new tab Refresh this page Error code: STATUS_BREAKPOINT G2R version 1.12.2.2609 Edge versionVersion 119.0.2151.72 (Official build) (64-bit)SolvedDustyD11 months agoActive Contributor884Views0likes5CommentsConnection Alerts
Can someone explain to me what "Connection" GoTo Resolve is monitoring for its connection alert? We have the Unattended Access on our Security Camera NVRs and I have set up an alert to tell me when they are offline for a minimum of a minute or two. I get alerts for them being offline and when I go and check them, they are just fine. They are connected to the internet and everything. Then I will randomly get an alert for them coming back online even though they were never offline.jdlangwell11 months agoActive Contributor337Views0likes1CommentInstalling programs to pc's through updates
Hello everyone we are new to resolve just went live yesterday. What we are noticing so far is we pushed updates to all machines last night on a schedule. This morning somehow there are machines that got a bunch of new programs that were never installed on that machine to begin with. Maybe we did something wrong. From what I can tell the machines that got this list of programs use onedrive and on previous machines they had they did have these applications at one point but we no longer use them and they were not installed on the new machine they have. I hope im making sense with this. It would be nice to see a list of programs to allow or not allow updates to those from a global standpoint.Solvedbblear11 months agoActive Contributor1.1KViews0likes4CommentsAsk the GoTo Pros: A live Q&A held twice a week
Jump into a meeting with a GoTo Resolve expert! Every week we host two online group sessions where you canask about functionality, best practices, or advanced features in GoTo Resolve. The sessions are held on Tuesdays at 2:00 PM EST and Thursdays 11:00 AM EST and you canRegister HERE. We look forward to meeting you!GlennD11 months agoGoTo Manager560Views1like0CommentsAdding Lite devices directly
Hi all. I'm setting up my first GoToResolve devices to add to my console and using the free tier to evaluate. I want to add most of my devices as "Lite" since i have more than 5. As far as I can tell, you can only add "Lite" devices by first installing them as "Pro" and then demoting them to Lite. However, I've hit the limit of tier changes for the month. (I've only ever demoted, never promoted and only in service of adding them to the account.) I'm now dead in the water adding devices as my 5 Pro slots are full and I can no longer demote any Pro devices to Lite to add more. So my question is: can devices be added directly to the account as Lite devices? Or is there any way to add more devices to the account at all without waiting a month? Thanks!Savory12 months agoNew Contributor667Views0likes2CommentsSaving a Filter for future use - no star button visible on a filtered device list
Where is the star (favorite) icon? According to the documentation, 7. If you want to save the filter criteria you have defined in the steps above, click the star icon next to the filters. Result: TheMy favorite filterssection displays your save filter configurations. I don't see any way to establish a favorite filter in the GoToResolve desktop Console application, nor in the browser based console.Boyd B.12 months agoContributor581Views0likes2CommentsMassive Windows update file size.
I have some updates to Windows showing as being around 105Gb. A google search for it shows as being under 800Mb. KB5031356 Why does Resolve show the size as being so large. I assume it's not trying to download 100Gb to each machine I release it to? This is the same for the update to 22H2, or Windows 11. Both over 100Gb in size. but under 800Mb when you look them up.WTCAnt12 months agoActive Contributor750Views0likes2CommentsZscaler App Configuration
Some of our customers were having issues deploying GoTo Resolve within a Zscaler environment. One of our customers shared this outline as a guide and were able to get Resolve working properly with Zscaler enabled. This process is done in 2 stages: 1 - The stage on the Firewall Control and Filtering Rule is tied to the first step in the second stage of accessing Administration, selecting URL Categories and then adding a URL Category. 2 - Add all the Required Domains and Ports listed on the Resolve Allowlist article and then per guidance from Zscaler vendor, included the 5 additional URLs in the Add URL Category. Policy > Firewall Control > Add Firewall Filtering Rule: Give it a name > Destination IPs and add all the GoTo URLs listed under the “Required Domains and Ports” on the Allowlistalong with the additional 5 URLs in the list below. Save > Activation Sign in, and go to Administration > URL Categories > Add URL Category: Give it a name, and add the following: cdn.console.gotoresolve.co Console.gotoresolve.com Device-iot.console.gotoresolve.com Devices-iot.console.gotoresolve.com:443 Devices.console.gotoresolve.com/health Activate this (your ZScaler folks will know what this is). Then go to Policy > SSL Inspection Policy > Add SSL Inspection Rule: Give it a rule order and name > change URL Category to your newly created category > go to Action: Do Not Inspect and Bypass Other Policies. Save that, activateagain, and update the policy on your end clients (or wait an hour or so). Please post a reply if you have tried it and if this information was helpful.CS_HelpDesk12 months agoGoTo Contributor702Views2likes0CommentsAutomatic client updates
Some of my devices have an unattended client version 1.11.0.2369, while others are at 1.9.5.1960. The newer versions of the client are on devices I added in June and July, while the older versions are on devices added in August. All were installed using an installer I downloaded in June. Can I force the client to upgrade? Do I have to download a new installer and run it? Is this even possible, since I would be connected using the unattended client?SolvedBoyd B.2 years agoContributor1.4KViews0likes5CommentsScripting for goto resolve
Is there a way to save scripts so they are available and can be used for any machine that you remote to (without saving it as a device before connection)? I can see there are options to save a list of devices that scripts can be used for but this is different to how the old logmein123 scripts were able to be used.tealpanda2 years agoNew Contributor583Views0likes2CommentsTerminated licensed user - best practices?
Hello, One of our licensed users (a Helpdesk employee) has left the company. What is the best way to deal with this in GoTo Resolve so we do not lose any of their closed helpdesk tickets, saved remote sessions, etc? Thanks!SolvedJeff_2 years agoActive Contributor798Views0likes3CommentsConnections drop
Hi, Has anyone else had experiences of the connections to an unattended device not show the screen but the session is "active". To resolve you have to end the session and start again, which is quite frustrating. Also connections seem to drop if you switch between devices in unattended sessions. Thanks TimTimH12 years agoActive Contributor809Views0likes2CommentsDevice nicknames not sticking in GoToResolve Desktop Console
When we rename a device in our devices list in GoToResolve Desktop Console, the nickname doesn't seem to "stick" lately and reverts back to the host name after a little while. Anyone else seeing this?SolvedJodiAliceRecep2 years agoActive Contributor988Views0likes3CommentsVideo problem when connecting to a remote machine with HDR turned on
When I connect to a machine with HDR turned on the video corrupts every time I move the mouse or press a key. The best way I can desribe it is the screen blurs, flashes and reminds me of 8-bit graphics. If I move the mouse the screen flashes and quickly alternates between a clean image and a hot mess. It is unusable. I need to talk the user through disabling HDR then I need to reconnect once it's off. Staying connected while they turn it off does not clear it up. I have to disconnect, have them turn it off, then reconnect. Has anyone else seen this? Is there a work around?WAG-2442 years agoNew Member484Views0likes1CommentBrowser support for Console
What browsers are supported by GoToResolve Console (https://console.gotoresolve.com)? If I try to access it through Microsoft Edge v116.0.1938.54 (latest), the page remains blank with no error messages. If I use Microsoft Edge Dev v117.0.2045.1 (latest), the page will open, and I can access most functions, except for remote control. The connection is made, but the browser shows only a black space where the remote display should be. I can see the mouse cursor moving on the remote computer (testing on one in the same room). I don't normally use Chrome or Firefox - but if it works on one of those other browsers, I may need to, so I can see multiple remote desktop sessions simultaneously.SolvedBoyd B.2 years agoContributor1.7KViews0likes7CommentsGoToResolve Desktop app not able to connect to end PC unless someone physically allows access
All of a sudden, when I try to access my PCs that already has GoToResolve unattended software installed, it's asking the end user to grant control--which is a huge problem for us, as there's often no one there to allow access. This is new behavior this morning. It has never done that for me before. Is anyone else experiencing this?SolvedJodiAliceRecep2 years agoActive Contributor1.4KViews0likes6CommentsmacOS Unattended download .PKG file Bundle identifier
I am using an MDM solution that allows me to add macOS PKG application install files to enable the automated roll-out of software to enrolled devices which reduce the admin burden on device setups. The MDM solution requires that the uploaded application file is .PKG file format, and also requires a Bundle identifier/software version to be added to a couple of fields during the setup or it simply won't work. Is it possible to get this information so I can upload the PKG file into the MDM solution and push out the software remotely?StevenJP2 years agoActive Contributor2.8KViews0likes9CommentsHide GoTo system tray icon
Hi All, Is there a way to hide the goto system tray icon at all, we have noticed that you can uninstall the agent by right clicking the system tray icon and choosing uninstall.....this can be done by any user including school children with only user level access...... Any advice appreciated.SolvedMorphears2 years agoActive Contributor1.1KViews0likes5CommentsNo results when filtering by Label
Attempting to filter by Label, when clicking the drop down to select one, it just clocks and never presents a list to choose from.SolvedDustyD2 years agoActive Contributor1.7KViews0likes9CommentsUnattended access password vs PIN login
I have customers that use PINs rather than passwords to logon to their computers. In many cases, they have no idea what the local password is. What is the recommended approach for this scenario when trying to store credentials for automatic logon during unattended access?Boyd B.2 years agoContributor412Views0likes0CommentsAfter running a task that logs off a PC in task scheduler, PC goes "offline" in GoToResolve console
I have a task that involves a PC logoff at the end of the script, and when I run it on the PC via the task scheduler, it goes offline in the GoToResolve Desktop Console--but the PC is definitelynot offline, as I'm able to reach it via other methods (I can ping it, and one of my test PCs is a VM, so I can see it's online). I can't make it come back online in the console unless I reboot the PC. Has anyone else seen this behavior? I checked the GoToResolve Unattended service, and it's still running on the "offline" PC. Any ideas?JodiAliceRecep2 years agoActive Contributor1.1KViews0likes6CommentsUnattended computers incorrectly showing as offline
Not strictly the same issue, but we have seen a lot of occasions when a system shows as offline when it isn't. We have confirmed that the system is available as we can ping it from another device on the network as well as access the drives and services remotely (these are Windows devices). As these units are often servers, or in use by a user, they can't be rebooted. The only solution we have found (that seems to work 100% of the time) is to remotely restart the GTR service. The machine then suddenly becomes online again. There is no logic as to why a system would go off-line, but it seems to be an issue in the service/application rather than the device.SBrown422 years agoActive Contributor865Views0likes2CommentsSome devices not showing host name, OS version and hardware specifications
Some devices not showing host name, OS version and hardware specifications. It does show processes, events, memory, cpu, drive and network usage The Launch terminal function is grayed out and does not work. The Open file manager en Start remote control are active though.ramonbakker2 years agoActive Contributor1.6KViews0likes11CommentsUnable to add device to group
We recently started having an issue where we can't add a device to any of the groups we've created. When I choose the group to add it to it refreshes and stays in the "Not in a group" area. Anyone else having this problem?Solvedcbmorehouse2 years agoActive Contributor1.7KViews1like8CommentsConsole App stuck on "Email verification pending"
Not sure why this is an issue, or what is even causing it, but this only seems to be an issue with the desktop application (not the web app version). I currently run Windows 11 (which I don't think is the problem). I already tried reinstalling the application (and wiping the residual data prior to reinstall), but the issue still occurs. Is this a new bug that hasn't been caught yet? It's been really irritating having to swap back into the browser to use GoTo Resolve.alarson-nwpump2 years agoActive Contributor1.1KViews0likes4Comments