Threat Found showing in Antivirus protection panel in GoTo Resolve
I have a computer showing Threat Found under Antivirus Health. This particular Windows 10 Computer is correctly recognized by GoTo Resolve as using Windows Defender. However, the computer is not showing any threats found, and the information provided by GoTo Resolve is inadequate to determine if there is a real threat or not. When I open the relevant Last Scan Report, it shows a scan result of "1 threats found. Immediate action required." Two questions come to mind: What is the Threat? and Why is Defender not reporting it on the computer?Boyd B.2 years agoContributor695Views0likes2CommentsDevice stuck on "In session"
So, I was working on a device and had to restart it. Once I restarted, it got stuck in to "In session". Now I cannot use it because its stuck and I cannot even connect to "Remote terminal" to restart it using CMD. I cannot physically go to that device to unplug it from power source. Is there any other way to restart it through GoTo Resolve?SolvedSufiyaaan2 years agoActive Contributor5.3KViews0likes12CommentsMaking IT Easy: Best Practices to Boost Efficiency & Productivity with GoTo Resolve
Hi, We recently held a webinar onBest Practices to Boost Efficiency & Productivity with GoTo Resolve. This webinar featured the following topics: Core Automation capabilities to help you boost productivity Remote Execution features to troubleshoot and remotely execute critical tasks Spotlight on GoTo Resolve’s Beta Program Sneak peek at what’s next! If you missed this webinar you can register to watch the complete recording HERE.GlennD2 years agoGoTo Manager572Views0likes0CommentsAdditional Features List
My Desktop Console has just updated to 1.7.0.97 and now has a list under the Devices forRemote Execution, Updates, Endpoint and Alerts. At the bottom of the list is double arrow to collapse the list which works fine. However, as soon as you start a session of click on the Device Group then the list expands again. Can the system be changed so that the user has control over when the Feature list appears rather than automatically expanding it. This causes some of the sessions we have open to disappear down the screen as we can be on multiple sessions.SolvedSBrown422 years agoActive Contributor1.1KViews0likes5CommentsAlert Policy can't be deleted nor deactivated
I have added a Policy under Alerts to monitor Free Disk Space. Now I'm getting the following error Message everytime I click on Alerts:Something went wrong. Please try again or refresh the page. I tried to remove this policy but I still getting the same Message. Editing or deactiving also the same Error. I tried using 3 different Browers and from 2 different Networks. I still can create a new Policy and edit it or delete it as I want. Yet I will see now Alerts because of this "Free Disk Space" Policy. I removed the Managed Device hoping that the Policy can be now deleted, but that didn't help. In fact the Policy still has 1 Device underDevices monitored, although my Dashboard is now empty and no devices at all to manage. Any Idea how to solve this issue? I can live with a bugged Policy but like I said it prevents me from seeing any Alerts from the other policiesSolvedbashkeer872 years agoNew Member721Views0likes1Comment- Erikadadams2 years agoActive Contributor750Views1like2Comments
AV softwares/Browsers flagging GoToResolve App as malicious/suspicious
When attempting to connect to and support end users, we have began getting a high number of them getting prompted that the app download is suspicious., resulting in them haveing to verify they want to keep the download and are they SURE they want to keep the download. This is a bad look for us and also complicates the process of connecting to their systems to help. We have also had McAfee repeatedly delete the downloaded GoToResolve app off of the client's computer before they could run it. We did not have these issues with GoToAssist Corporate. Please follow the proper channels with the various security softwares and browsers to have them recognize your program/domain as valid.SyntecRyan2 years agoActive Contributor711Views0likes2CommentsDevice Update status refresh frequency
How frequently does a device report its Windows Update status to the Console, and under what circumstances? I presume that after a reboot, it will report its new status. What about after updates such as Microsoft Defender AV definition updates? These don't require a reboot to install.SolvedBoyd B.2 years agoContributor715Views0likes1CommentLag time in refresh rate post Windows 11 installation
We just installed Windows 11 on the target PC that I normally connect to, now the refresh rate is in minutes and not instant as normally with Windows 10. There is a work around but it requires lowering the screen resolution at target PC to 720x1280, but even that is very slow. We think is has something to do with the screen resolution but we are only guessing. Can you help?Rich_Abeona2 years agoNew Member735Views0likes1CommentLost Connection to device (Windows 10 device)
I have a computer that randomly lost its connection that I had in a group on GoToResolve for updating and doing patches (not RemoteSupport). No matter how many times I restarted the computer it wouldn't show it was online on GoToResolve's side. I confirmed the computer was online and connected to the network. On GoToResolve it only said it was Offline and on the "offline" computer on the taskbar where the purple box is for GoToResolve it said offline, however in Services on the computer it said GoToResolve was running so it's for sure showing on the computer just not connecting. I was able to reinstall the agent onto the computer and it showed online afterwards, but I wanted to see if anyone else has had this issue because at my work we have a lot of computer labs and I would hate to have to reinstall agents a lot just to see computers in GoToResolve.1.2KViews0likes3CommentsStored Credentials for Unattended Computers
In GoToAssist v4, when you click on the CTRL-ALT-DEL button, the UI prompts for the use of stored credentials (if present) when the computer is locked, or no one is logged on at all. I think this functionality should be incorporated into GoToResolve. As it stands, you have to disconnect, and then reconnect, the remote control session to automatically login with the stored credentials, after the computer automatically locks.Boyd B.2 years agoContributor432Views0likes1CommentZero trust verification failed
Greetings, Readers, I am currently using a trial account for a Proof of Concept (POC) evaluation. I have successfully implemented a zero trust model by configuring it for a privileged user. Subsequently, I have created a group of devices and added a new device to the group. I proceeded to download the executable file and installed it on a Windows 10 computer designated for testing purposes. However, whenever I attempt to initiate remote control, I encounter an error message after entering my PassPhrase. The error message states: "Zero trust verification failed. Please add this device to your account again to enable remote access." I have already attempted to resolve the issue by reinstalling the remote control software and rebooting the remote computer multiple times. Could you kindly provide me with any URLs or resources that may offer guidance on resolving this particular issue? Thank you for your assistance, everyone.NxN_Slite2 years agoNew Member1.1KViews0likes3CommentsClient side application running twice
My team continues to have issues with the client side application running more than once on thier machines, causing the session to loop continuously until we kill the session and recreate it. Is this a known issue? Seems to happen if the client downloads and runs the program more than once. (usually due to their computer security or connection speed getting in the way) I'm curious as to why it even allows it to run more than once on the same system for the same session. Typically happens on Windows client systems.SyntecRyan2 years agoActive Contributor713Views0likes2CommentsCTRL ALT DEL not working
I'm suddenly having the same issue. I am on the Trial Version, but it was working fine for months and now suddenly won't work. I'm still evaluating if I want to use this for my primary remote connection tool, but I'm not sure it will work out. May have to go back to TeamViewer.Solvedhyanaga2 years agoActive Contributor4.2KViews0likes8CommentsUnattended service reports status Offline
I'm on a trial of GoToResolve, and it's not going very smoothly. I installed the Unattended GoToResolve service on a spare laptop, and it is reporting itself offline. It is not present in my Devices list either. I've restarted the service, and connected via End User access. Is a reboot required? What else might be causing this issue?SolvedBoyd B.2 years agoContributor2KViews0likes7CommentsInstalling Unattended Access from Ad Hoc Support Session
Hi, Is there a way to install the Unattended Access Agent from an Ad Hoc support session? It would be helpful to have an option in the remote viewer to elevate the session to an unattended device. Thanks.Jdickinson742 years agoNew Member748Views0likes1CommentBasic asset report
Hello, I'm struggling to find a basic asset list report, is there one? I've looked at the reports menu but that just has a report for sessions and a report on help desk incidents? All I want is a report showing all the devices managed, their hard drive space, number of windows updates waiting, if its online or not etc. Its like there needs to be some more options on the list of column options? Also once I've put the devices in to groups there doesn't appear to be a way of listing all the devices, you have to click in to each group? I'm a noob to logmein so I'm probably missing something really obvious. Any ideas most welcome! TIASolvedMichaelR1382 years agoActive Contributor1.4KViews0likes8CommentsGoToResolve File Transfer 'hangs', has 0KB size on customer server
Hello, Ocassionaly, on a live session with a customer, a file transfer will 'hang' after being accepted by the customer, and will never download. The file appears on the customer's machine with a size of 0KB and cannot be used for anything. We're able to use the File Manager on Unattended Devices with no issues. This happens on both the Web and Desktop apps. Any ideas why this might be happening? Thanks,DavidHouser2 years agoNew Contributor1.2KViews1like5Comments- SBrown422 years agoActive Contributor871Views0likes1Comment
Sessions flickering when just viewing
My team and I have been experiencing issues where when accessing any PC in the company, unattended or attended, the session seems to flicker a LOT. It seems to only happen when you aren't actively clicking in the session when the session turns black and white then it flickers. Is there a way to stop this? It happens on EVERY PC so it can't just be a graphic driver issue.Solveddstclair2 years agoActive Contributor2.8KViews1like7CommentsTrailing mouse lag is frustrating - any suggestions?
I just downloaded the trial. I'm used to remote desktop or realVNC or teamviewer. I'm testing on a local PC with gigabit connectivity to the same network as my host PC. I have a gigabit to the internet as well. For some reason it is sluggish and the mouse trails significantly on the remote screen viewer. Any suggestions?boed2 years agoNew Contributor411Views2likes0CommentsGoToResolve.exe - AppLocker - Publisher
Hi, our company uses AppLocker which is blocking all exe-files outside trusted locations. In the past we could add the opener (GoToAssist.exe/GoToResolve.exe) as trusted based on Publisher so our users could open the file from any location. We noticed that this isn't working anymore, error " Object Identifier does not represent a valid object" when we try to add gotoresolve.exe by Publisher in AppLocker policy. Filehash is no option, because it seems that a new filehash is created everytime we send a supportlink to our users. As temporary solution we added GoToResolve.exe with Path condition, but this is not according our security policy. So, in short, is there any possibility that we can add gotoresolve again by publisher condition via AppLocker? Thnx in advance.KHSupport2 years agoNew Member672Views0likes1CommentNot able to power on offline devices
Hello, I haven't been able to power on devices if they are offline. Also if try to reboot devices, they don't come back online unless I have the user login. OS used is Windows 10/11 for both agent & user. Screenshot below. No power-on option.AhmedEzzat2 years agoActive Contributor1.2KViews0likes3CommentsEmail verification pending Is not sending email
Hi, I am unable to get theEmail verification email on a specific account. I tried to change the email and you still get the same issue on this account. Email setup is correct and I created a new account with a new smtp and it works perfectly fine. This is a specific issue to the account but as there is no support with the free version I am unable to log it with support.EricGoto2 years agoNew Contributor696Views0likes2CommentsAssistance With Licensing Issues?
Can anyone here advise best path forward for confirming our licenses for GoTo Resolve are identical to our licenses for GoTo Assist? Having some issues regarding concurrent/nonconcurrent if anyone has any migration stories to share? Thanks in advance to all!pscujefferson2 years agoActive Contributor809Views0likes2CommentsContacto con ventas
Buenas, Me estoy tratando de comunicar con el área de ventas hace más de una semana y no llegue a tener respuesta desde ninguna de las consultas sea en inglés o español. Alguien esta al tanto si tienen soporte o asistencia para la contratación de productos? Me da miedo que si la asistencia de ventas es así puede que la de soporte sea peor.Emira2 years agoNew Contributor691Views0likes2CommentsManage Pro Device using Remote Terminal - MacOS
I am struggling to get the remote terminal to do anything of any use. I would like to be able to run shell scripts to automate certain tasks, e.g. renaming the device/host name. I have contacted support but they are not much help and I don't think they know either. Even something as simple as the ping command results in a "command not found" result. In all the documentation it refers to this feature as a "fully funtional terminal" and it is anything but.StevenJP2 years agoActive Contributor547Views0likes1CommentUnable to approve zero trust approvals on iphone. Screens do not properly resize and cuts off
You cannot so zero trust approvalsin an iphone, The screen doesn't resizes or scroll correctly for the final approval step. . This make it impossible to so to complete a zero trust approval. The mobile site should allow this.jimwoodhead2 years agoActive Contributor523Views0likes1CommentGoTo Resolve desktop app on MacOS does not open
I've just created a GoTo Resolve account, added devices, and downloaded the desktop app for Windows and Mac. The Windows app works fine, but the Mac app will not finish loading. It shows I'm signed in, but then just hangs with a blank app frame and the pulsing GoTo logo in the middle. I've tried redownloading, uninstalling and reinstalling, rebooting between attempts, but with no change in results. I'm running Mac OS Ventura 13.0.1 on a MacBook Pro with Intel cpu, 32gb RAM, plenty of hard drive space. Tech support seems puzzled about it. Any help? I can let go of the desktop app since Resolve will work from a browser, but???SolvedDKArctur2 years agoNew Contributor2.7KViews0likes2CommentsRemote Install
Is there anyway of installing GTR onto the remote PC once a session has started (as you could with GTA)?SBrown422 years agoActive Contributor736Views0likes1CommentTransferring files to a client from a network drive not working
When we try to transfer a file from a network drive (full access, on a domain) via GoToResolve to a customer, it doesn't send after we click download on their end. It just sits with a grey bar. We are in admin mode and have file access in GoToResolve. Happens from either the web portal or local install of GoToResolve. It did work in GoToAssist Corporate just fine but our license for that has expired so we either need this resolved or we will have to look elsewhere for support tools.SyntecRyan2 years agoActive Contributor631Views1like0CommentsGoToResolve Unattended Updates
What is recommended way to ensure all unattended access devices are running the latest version of GTR? Huge problem we had with GoTo Assist would be older versions not uninstalling before new versions installed.Solvedpscujefferson2 years agoActive Contributor1.2KViews0likes2CommentsGoToResolve Remote Session Shortcut
Are there plans to convert "helpme.net" to redirect to GoTo Resolve sessions instead of Assist? Or introducing similar shortcut for Resolve specifically? Fastsupportdotcom was hard enough sometimes, helpmedotnet easier to tell users, but joindotgotoresolvedotcom is kind of a mouthful 🙂pscujefferson2 years agoActive Contributor700Views0likes2CommentsUser Portal Question
Great job on the user portal. Before I make our users aware of this portal, we don't use any other Helpdesk other than the IT Helpdesk and we don't use any categories, we're simple that way. It is possible for an admin to "tweak" this so that the end user can't make any of those changes while creating a ticket? If not, that's fine, I can instruct them on how to open a proper ticket for us. ThanksSolvedefanning2 years agoActive Contributor949Views0likes2CommentsDuplicate tickets are created when users respond via email
Just started noticing this last week I think. When I user creates a ticket, they do it via email, when we respond via the ticketing system, it's good, but if they respond to the response via email, it opens a new ticket instead of adding the info to the original ticket. Any suggestions? Also, a great future feature is to be able to merge duplicate tickets. Thanks.Solvedefanning2 years agoActive Contributor935Views1like2CommentsSingle Sign on vs. Web Login
I very well may be in the wrong place for this question, if I am, please go ahead and let me know and I'll move it. My question is, we have set up Single Sign On for our users and I am adding a new user, however, they do not have access on our company, is there a way I can force this user to bypass the SSO logon?efanning2 years agoActive Contributor559Views0likes1Comment