Deleted a Device group, a very bad move, is seems.
The device group contained all devices, around 70. Since then I have tried to read support info, to get any lead into how to get the unattended PCs back. I have tried to delete endusers, wait, then out them back again. I should be able to send a new invitations email, but I am not given the opportunity to re-invite the user. The unatended GOTO agent is installed via Intune. All this have worked reasonably well for years, remoting to users all over the world. But now, I honestly feel I am stuck in some case 22 situation. Any help on this is would be appricated. /UrbanThuben11 days agoNew Member64Views0likes1CommentGotoAssist v5 - Double Click on slow bandwidth connections doesn't work
Hi there! Sometimes, on a poor bandwidth connection, I am not able to submit a "double click" to remote Windows PCs. Instead, two single clicks arrive at the remote machine. While trying to enter a folder I end up renaming that folder. What to do?Woly3 months agoNew Contributor305Views0likes4CommentsGotoAssist v5 - Working with stored credentials
Hi! v4 lets me choose to login using the saved credentials or not. In v5 theres no way to choose, right? https://help.gotoassist.com/remote-support/help/storing-unattended-credentials-windows-only "The credentials are saved. Any agent connecting to the device will be logged in using the saved credentials." Sometimes the stored credentials are applied, and sometimes not. Where's the feature gone?Woly3 months agoNew Contributor495Views0likes6CommentsGotoAssist v5 - Start technician console with parameters
Hey, can someone please provide a list of parameters available for technician console? I want to start my console in device view, without creating a new session (ra-technician-console.exe /deviceview for example). Thanks!SolvedWoly3 months agoNew Contributor257Views0likes1CommentCTRL ALT DEL not working, and other v5 issues.
Hello, Anyone else having issues? v5 (Version 5.7.1.74) is very frustrating in comparison to v4. I told myself I'd eventually remove v4 entirely, but I still feel the need for it because v5 can be extremely frustrating when it doesn't work, practically inoperable for remote support. If it wasn't for having nice Mobile compatibility with Android devices, I'd probably be looking else where, but here we are. I've been using GoToAssist since 2015 and I would hate to get away from it so I help this post can shed some light! Top frustrations that I hope can be implemented/fixed: 1. Ongoing recent issue: Console gets stuck on "Connecting..." . When I connect with v4, it works right away. It's like if v5 cannot fully wake up a user's PC that's in sleep mode. This issue has been going on only recently for a week or so. No definite date. Happens for all PC's until I connect using v4. 2. CTRL ALT DEL on v5 has been ongoing issue for me for the last week or so (March 2022 for reference). Just does not work at all. 3. Moving from one monitor when multiple monitors are present during a session (much better with simple arrows on v4). Much smoother on v4. 4. Having ALL options available at the top toolbar by default during a session would be nice. It's another nuisance to have to expand that toolbar every time when I have to copy/paste clipboard. 5. Is there a button somewhere to enable copy to clipboard being ON by default? In my own experience, that's a very common feature that should be on by default because of how frequently its used. 6. Inability to horizontally expand columns of list of hostnames/version/online status, etc. on the v5 desktop Console (Very simple on v4) 7. Chat window opening in a browser where I have to re-size every single time is a nuisance. Much preferable to have a separate window pop up like it does in v4.chrisg7503 months agoActive Contributor4.3KViews0likes10CommentsRescue Assist w/ AWS Workspaces
We recently began the migration to AWS workpsaces for our DAAS. Our technicians use LMI Rescue Assist Tech Console regularly to support our customers. Inside the workspaces we are getting this when trying to connect: [2024-06-12 7:31:43 PM] Host site: secure.logmeinrescue.com [2024-06-12 7:31:43 PM] === Console started (7.50.3580 64-bit) === [2024-06-12 7:31:45 PM] Start Console communication error. Error code (7), Last error (0). [2024-06-12 7:31:59 PM] Logging out This is for all users and we get a similar error when attempting to use the web tech console. Any ideas?sbenson4 months agoNew Contributor404Views0likes3CommentsMultiple issues with V5
Anyone else finding V5 to be a downgrade from V4? Here's a short list of issues we've had with V5. Looking for other solutions. Much poorer multi-monitor support. The zoom controls are not as good. The detail is poor. Very difficult to see. I’m not able to use the F5 to refresh a window. The file transfer isn’t as easy to use.RCIJoe5 months agoNew Member364Views0likes3CommentsGoToAssist unattended Mac showing offline
I'm trying to install the unattended package on MacOS. I download the unattended PKG file from our console. I install on the Mac. Install seems to go fine, and I give permissions where needed. Console icon in top right shows 'offline' and the computer never shows in our list of 'unattended devices'. I'm not sure what I'm doing wrong. I've done this many times before, and it has worked fine. Please help.javeryt5 months agoActive Contributor654Views0likes5CommentsRe: Deploy unattend pkg to mac using intune
Hi GlennD, yes, but my question is that did it need to enter other like COMPANY_ID or PUBLIC_KEY? #!/bin/bash echo "export PRODUCT_NAME=GoToResolve_Unattended" >> /etc/profile echo "export COMPANY_ID=???" >> /etc/profile echo "export PUBLIC_KEY=???" >> /etc/profile echo "export GROUP_ID=???" >> /etc/profile echo "export DOMAIN_NAME=???" >> /etc/profile Thanks, HerryHerryh15 months agoVisitor547Views0likes3CommentsPreinstall GoToAssist on Macs
We preinstall the Remote Support app on all Mac devices we deploy. The issue we are having has nothing to do with granting Accessibility rights. The installer will be on the desktop, you launch it and the system asks if you want to open the app that was downloaded from the Internet. Upon clicking Yes, the alert window closes and the app does not proceed past that point. Even looking in the Activity Monitor for the process, shows nothing tied to the app. Mind you, we are installing on devices right out of the box running OS X 14.4. A good portion of our users are on Mac devices. If this cannot be corrected by LogMeIn soon, a new remote solution will need to be found. We are due to renew in June.J_Laz5 months agoActive Contributor506Views0likes4CommentsRe: Lag time in refresh rate post Windows 11 installation
This is pronounced in Windows 11 in GTA 5.X but not in GTA 4.7. It is so slow, that you click an icon or hyperlink, and it can take 30 seconds for the response to show. It is like the whole PC slows to a crawl under GTA 5 on Win 11. We have one client who insists we use GTA 5, and this was not a problem till they started replacing Win 10 PC's with Win 11 PC's. I personally think it is due to those things we can disable in GTA 4.X that we cannot disable in GTA 5. Things like font smoothing, background image, and reduced color pallet. In GTA 4.7 we never connect in other than 256 color mode with all Windows effects disabled. Where the client in question is concerned, all their PC's are Intune provisioned through MS 365, and most of the time we are getting on freshly reset machines with clean Intune provisioned installations of GTA 5, and across the board on the Win 11 machines we see this lag without exception on over 3 dozen PC's in a fleet of 170.BillLesher5 months agoNew Member472Views0likes2CommentsWelcome to the GoToAssist v5 discussion board.
Hi, For those of you that have not seen the email, we have made the decision to rebrand the RescueAssist product to GoToAssist v5. Since the initial launch of RescueAssisttwo truths emerged. First, our customers love the GoToAssist brand. The RescueAssist brand confuses users searching for GoToAssist. Second, agents don’t have a clear preference for a desktop or a browser-based agent console. In fact, they like the option of both experiences. So, we’re taking action to deliver on both fronts. LogMeIn now supports two product versions of GoToAssist Remote Support. GoToAssist version 4, is our expert desktop app leveraged by most of our user base. RescueAssist becomesGoToAssist version 5, with a rebranded web console, rebranded unattended access (also v5) and the ability to download version 5 of the desktop console. GoToAssist Remote Support FAQ This will be the new discussion board for GoToAssist v5, the former RescueAssist board will be retired.GlennD6 months agoGoTo Manager1.5KViews0likes1CommentDeployment via MDM to Mac - device doesn't register
I'm working on moving my company to zero-touch deployment for Macs (a little late, I know), and I'm running into issues deploying the Remote Support agent. We are using Intune for MDM. If I deploy the .pkg installer for the endpoint agent through Intune with the app type "macOS app (PKG)", the app installs successfully, but clicking the icon in the menu bar reveals that it's stuck in an offline state. If I click "About", the CompanyID field is left blank. I reviewed the config file at /Library/Application Support/LogmeinRemoteSupportUnattended/$COMPANYID/mandatory.json. That file reveals that the CompanyID and CompanyToken keys do not have a value assigned. The WorkFolder field is set to /Library/Application Support/LogmeinRemoteSupportUnattended, omitting the subdirectory with the CompanyID string. I uninstalled the application and installed the .pkg file manually and reviewed the same json file to find that the CompanyID and CompanyToken keys are assigned values properly, the WorkFolder key is set to include the CompanyID number, and the agent does come online. We are not going to be allowing users to install software without IT dept approval once we're in zero-touch, so asking our users to install the GTA .pkg themselves won't happen. Intune doesn't appear to support deploying .app files that contain installers as far as I can tell. Has anyone else seen this issue with Intune or a different MDM suite, and if so, is there a workaround for this?nickxcarr6 months agoActive Contributor1KViews1like6CommentsDiconnect after connected in a mintue
I have an issue remote the few desktop model is Dell Vostro Tower Desktop 3020 windows version Windows 11 Pro 23H2 Build 22631.3085 . When I success connect to the desktop and then it will lost the connection after a few minutes. All this desktop model is the same issue. I did try to turn off the firewall reinstall the windows and just install gotoassist. But it is the same. It is the gotoassist software issue. And I see the client desktop is still showing connected section during the disconnection on remote side.candasix8 months agoNew Contributor592Views0likes2CommentsUnattended Status is Online on Computer but Offline in Agent Console
I have at least three machines that are showing Status: Online when looking at the Unattended Support icon in the system tray/notification area but the Agent Console shows them as offline. If I restart the the G2ARemoteSupport_####### service the Agent Console will show the status Offline for less than a minute so there is some communication going on there. Sometimes when I reboot the computers in question they will come back online in the Agent Console but more often then not they will just show the same Offline for less than a minute status at first and then show Offline for x minutes or x hours as time progresses even though the computers are still on (I can VPN to the site and RDC into the computers so I know they are still on). Machines are Windows 10 (fully patched) Agent version is 5.11.0.2250 I have whitelisted/allow listed all the IPv4 addresses for v5 in the KB article. I checked the firewall and nothing outbound is being blocked. There are no alerts from any of the GTA v5 IPv4 blocks. Is anyone else seeing this? Any ideas how to correct it?Chris5119 months agoVisitor1.1KViews0likes2CommentsRe: Unattended computers incorrectly showing as offline
Hello, Same issue here. It's seems this issue has been raised for years now and we are still struggling with it. We often need to remotely connect to computers for urgent assistance, and this not working as it should is leading to even more stress. - Having to send a one time session link. - Ask the user to download and install the agent. - Switch to admin mode. - Ask the user to validate the UAC. Only then the IT guy is able to do his job... For information unattended agent is 5.11.0.2250. Azure AD joinedWindows 11 laptops, no VPN and no way to reach these laptops apart from GTA.NH929 months agoVisitor662Views0likes2CommentsFile Transfer For Unattended Devices
Version 5 only seems to allow you to transfer files as long as someone else is on the other end to accept the file transfer. On the previous version I could simply drag the file into the Go To Assist viewer window to upload it to a customer's unattended server but this no longer seems to be the case per the url below. Am I missing something here? https://help.gotoassist.com/remote-support/help/sending-files-gotoassist-remote-support-t-ngassist-filesend#CarlosG1711 months agoNew Member916Views0likes2CommentsMass delete offline devices GoToAssist v5
I am looking for a way to delete about 1500 offline/retired devices from my GoToAssist Agent Desktop Console. I would prefer to not have to delete them one-by-one. If I remember correctly, v4 had a way to complete this, but the feature was removed in v5.Solvedtbatchelder12 months agoNew Contributor941Views0likes3CommentsUnattended Support goes Offline when computer monitors go blank
To be clear the computer is a laptop, that I've set to never sleep. After a while, the computer dims the monitors (still online). But, when the monitors shut off (computer is still awake, and I can confirm by pinging it), it shows it as offline in the console. Why is this? A bug?alarson-nwpump2 years agoActive Contributor1.2KViews0likes4CommentsUnattended Device Access
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?TheSkyman2 years agoActive Contributor1.6KViews0likes7Commentsv5 equivalent for G2AX installer (http://fastsupport.com/unattended)
What is the equivalent URL for the version 5 GoToAssist Unattended (g2ax) installer at http://fastsupport.com/unattended? I set this up on a brand new Windows 11 (W11) machine and noticed the older v4.8 client was installed. What are the fastest options to get the v5 unattended client installed when you're sitting in front of the client machine for both Windows and Mac? Is there anything similar for Android rather than having to SMS a Google Play link to the phone?SolvedHHI2 years agoActive Contributor1.6KViews0likes3CommentsThe End Session button on the client does not work when the session is hung
Last week I lost my connection on a remote host with Unattended installed, which appeared as "offline" on my GoToAssist Unattended Console. I was able to get connected with Central to finish my work but was surprised to see when I arrived at the location that not only was my GoToAssist session still sharing the screen, the End Session button didn't end anything. Because the host was running a script I just left it. Today I connected using an instant session to a test computer right next to me so I could copy and paste some URLs and after stepping away I found my GoToAssist session ended at my console but still running and screen sharing from the test computer. Once again the End Session button didn't do anything. This may explain why from time to time an employee's computer with Unattended installed will suddenly go offline right in the middle of remote troubleshooting but will still be working with the employee patiently waiting for me to do something. This is a new and vexing problem for us that literally never happened, ever, with v4 in years of use. Is there anything I can do to reset the hung session? Is a fix in development? Will we have to manually update all our unattended computers to take advantage of it?JCR_6432 years agoNew Contributor1.4KViews1like2CommentsLansweeper Asset Action for GoToAssist
In our Lansweeper we have an action that launches VNC from the Asset page just by clicking it. This is what it looks like for VNC = cmd.exe /C "C:\Program Files\TightVNC\tvnviewer.exe" -host={smartname} -password=ourpassword We are moving away from VNC and have started installing the Unattended Agent for GoToAssist. Is there a way to launch GoToAssist in the same way? You can use the following placeholders in the command which calls your asset action from the asset page of a specific asset: {actionpath}, {smartname}, {assetname}, {dnsname}, {computer}, {domain}, {tag} (which means serial number), {username}, {userdomain}, {ipaddress}, {fqdn}, {scanserver}, {assetid} {smartname} changes to IP address, FQDN or Assetname based on asset type.bsmith742 years agoNew Member779Views0likes0CommentsAutologin username field grayed out
When selecting "Store Autologin Credentials" the username field is grayed out. If the computer is joined to AzureAD I would have to change the username from AzureAD\username to AzureAD\username@companydomain.com but since the field is grayed out, I cannot save the credentials. Any ideas how to resolve this issue?trustpts3 years agoNew Contributor583Views0likes0CommentsConverting from v4 vs v5 vs GoToResolve
I am a long time user of GoToAssist v4 and have not complaints. Back when v5 was released, I was told that if I switched to v5, none of the Unattended saved passwords would carry over to v5 and I would have to re-enter the passwords one by one on each client computer. I have roughly 100 computers with saved password so I decided to stick with v4. I see there is newer version GoToResolve but dont know much about it. Is GoToResolve replacing v5? Does v5 and GoToResolve bring over the saved passwords from v4?trustpts3 years agoNew Contributor1.7KViews0likes3CommentsCan't Uninstall Unattended program from laptop
Hi I have unattended access on a laptop and it has stopped working, not been online for 140days according to the devices page. How can I remove this from the device? I have found an application called gotoassistunattendedremover but that does nothing. The gotoassist icon is missing from quick launch. I have tried restarting the service (which has worked in the past) but still nothing going on. Any ideas how I can remove the software or get it communicating again? Thanks JasonSolvedKingJason3 years agoActive Contributor5.1KViews0likes6CommentsCan't Uninstall Unattended Access
I want to uninstall the unattended access software from a PC. When I go to the Control Panel:Programs and Features, the software does not show up there. It is on the PC because it is shown in the Services (G2ARemoteSupport_...) Should it be showing up in the Programs and Features? How do I uninstall it? It is possible my IT department has done something to make it uninstallable ?Gobbler3 years agoNew Member1KViews1like1CommentGoToAssistv5 Unattended Agent failing to connect
I have Windows Servers/Workstations in local and remote office(s) with Unattended Agent deployed. In some cases, I am able to connect to the PCs, but not getting a response once the <CTRL> + <ALT> + <DEL> is clicked. Un-installing/Re-installing does has not helped.SMPA3 years agoNew Member3.2KViews0likes12CommentsV5 API
Is there currently no API for V5 yet? I just got integration into Freshdesk with GotoAssist, but it pulls V4.. seems like they didn't have info on V5gregkun3 years agoActive Contributor1.5KViews0likes2CommentsUnattended access clients off line
For some reason 75% of my unattended clients appear to be off line. I know that they are "online" but not showing so in G2A. Any ideas why they would stop reporting in? We are talking about 100 clients showing off line.bbazian2193 years agoActive Contributor4.9KViews0likes32CommentsLog4J Vulnerability
On Friday, December 10 th ,azero-dayvulnerabilityaffecting a widely utilizedopen-source loggingtoolthat is part of Apache LoggingServicesimpacted a meaningful subset ofthe software industry. The security of our services and customer data is a top priority for LogMeIn and we are taking this matter very seriously. Upon becoming aware of the vulnerability, LogMeIn initiated an investigation to determine if any further action is required tomitigate againstthe vulnerability. Additionally,wecontinue tomonitor forthe latest information regarding this issue with Apacheto keep our software and customers safeandsecure.AshC3 years agoRetired GoTo Contributor1.1KViews0likes0CommentsMany problem
Hello, Lots of problems with this new version: - Inability to connect to the remote machine. - Copy / Paste does not work in Hyper-V VMs. - Machines that disappear. - Machines viewed offline while they are on. - Intenpestive disconnection. - Link to the url via an excel file tells me that the Edge browser is not available. - Inability to activate the default clipboard for all machines. - Sorting in alphabetical order cannot be saved. Can you make a working version please? I feel like I'm going back 5 years in functionality. Thanks in advance.Manu473 years agoNew Member941Views0likes1CommentUnattended computers still go offline
I am still dismayed how this is still an issue. Randomly computers stop showing as on line. Some I am never able to get to unattended mode. Uninstall and reinstall of the client does not do it. This is extremely frustrating. Is there a better way to reregister a computer with the console so that they appear again? Every time I do house cleaning to get computers off that have gone dormant for a period of time, more show up. To say that this service is unstable is an understatement. I may try to call support my my experience with any telephone support these days is poor at best. Long wait times.bbazian2193 years agoActive Contributor1.2KViews0likes1CommentMac Unattended Access Broken
I'm trying to support my mother's new iMac M1 Mac OSX Big Sur. I set up unattended access several times, but over time it becomes unavailable again. I now have multiple instances of her computer in my account list but all of them always show offline. I can connect via on-demand remote session but it's a pain for her each time and she needs my help with unattended access.I just need to be able to help my mom and this should not be so hard to do. It worked on her old Mac but apparently, it's not ready for the new Macs. To troubleshoot this, I've tried various things: I can reinstall unattended access, using the install link https://fastsupport.gotoassist.com/unattended to get it to work, but it will become disconnected. The app icon does not show up in the top menu bar when this occurs but it does initially after a reinstall. When trying to install UA a window pop up warning "“G2AxCustomer.pkg” can’t be opened because Apple cannot check it for malicious software" and "This software needs to be updated. Contact the developer for more information. Chrome downloaded this file today at 4:36 PM from fastsupport.gotoassist.com." I can then go to Settings > Privacy and Security to allow the install but it shows ""G2AxCustomer.pkg” was blocked from use because it is not from an identified developer". When clicking "Open Anayway", I get another window with the same message but it allows me to open the UA installer package. This works temporarily but again, the computer will go offline for good after reboot or some time. I've checked privacy settings and permissions. GotoAssist Customer has permissions under Privacy > Screen Recording and Accessibility. I read something that the g2ax_launchagent_customer needs the same permissions as the above, but this file does not exist on the system. I tried manually adding it but this does not work. There's an articlefor Big Sur that suggests GotoAssistRemoteSupport needs to be given the same permissions as above, but again, this file/app does not exist on the system. Where is this file in the install package? At this point, it appears GotoAssist Unattended Access is not going to work on new Apple Mac computers. Does anyone have a workaround or can someone confirm that it's in fact broken, so I can stop pounding my head against this wall? Thanks!surfnmtns3 years agoNew Contributor2.4KViews0likes2CommentsWhat happened to Invite Technicians?
V4 (GoToAssist Expert) had an option to Invite Technicians. This doesn't seem to exist in V5. I know I can still use the V4 client but that's problematic on any recent version of Mac OS and not possible at all on Linux. This is a critical feature for us as we often have more than one person at a time. We have specialists in different areas that often collaborate on support sessions. These causes use to have to use other tools (with the initials T.V.) which is not preferred. If there is a way to do this, could someone please show me how? If not, is it available in some beta branch? If not, could we get this added back as a feature? It really is one of the best features (at least for us) of V4 (GoToAssist Expert) client. Thanks Bryan JonesBryan Jones13 years agoNew Member957Views0likes1CommentDevice List doesn't have a refresh button
Trying out the new GoToAssist Agent Desktop Console. When I goto Devices, a computer is offline. If my client turn's on his computer, I still dont see it online. In V4, there is a refresh button. In V5, I don't see this option. The Browser interface saw the computer when it came online. Closing and restarting the Console didn't fix the issue. I had to reboot my computer before I could see the client computer online.Solvedmalkam4 years agoVisitor3.5KViews1like8CommentsDisable Auto-Renew
Can anyone tell me how to turn off auto-renew on my gotoassistsubscription plan. Thanks in advance.SolvedMark_Jenkins4 years agoActive Contributor2.1KViews0likes2CommentsUnatttended Access Saved Password from v4
I installed v5 on my new computer and do like the new interface however the saved password is not popping up. Do the saved passwords in v4 not work in v5? If not, is there a way to resave the password or do we have to uninstall GTA from the remote computer and reinstall?Solvedtrustpts5 years agoNew Contributor2KViews0likes3CommentsRemote unattended stopped working as of W10 2004!
Hello, I have a bunch of computers that are Windows 10 Pro machines, and the majority of them have recently updated to build 2004 (needed for some of my other software). As of this update,all of the machines that are now running 2004, I can no longer see on my devices. When I get a user to create a manual session, I see that there is already an unattended running. I tried uninstalling, and re-installing, but it seems to have made no difference. Anybody else having this problem?SolvedOrthoC5 years agoNew Contributor3.4KViews0likes7Comments