Forum Discussion

Sufiyaaan's avatar
Sufiyaaan
Active Contributor
2 years ago

Device 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 resta...
  • GoTo_Robi's avatar
    GoTo_Robi
    2 years ago

    Dear Sufiyaaan CMFK JodiAliceRecep 

    I'd like to give a quick update on the case.

    It seems we have found the root cause of showing devices "in-session" incorrectly.

    We have validate the fix on dev environment and we will release the fix to live in the next couple of days.

    Thanks for your patient.

    Br,

    Robi

GoTo_Robi's avatar
GoTo_Robi
GoTo Contributor
2 years ago

Hi,

"In-session" status means that you have an active connection to the given device.  It could be that it stuck (we can check if you send some details), but even it is in session status you should be able to initiate both a terminal session (terminal session and remote support session can exist next to each other) or a new remote session (the new session will kick out the previous session).

So, I suggest initiating a new session to the device. If you can not connect via either terminal orremote support session then please send some device details, your companyID or email so we can troubleshoot.

Br,

Robi

  • Sufiyaaan's avatar
    Sufiyaaan
    Active Contributor
    2 years ago

    I cannot re-initiate the remote support or even start terminal.

    I can assure that no one is connected to that device currently.

     

     

     

    Device details are attached and you can contact me on - sufiyan_patel@skyservice.com

     

    • JodiAliceRecep's avatar
      JodiAliceRecep
      Active Contributor
      2 years ago

      I have also experienced this issue.  No one is in the session, but it still says "in session."  Sometimes I can re-connect remotely, sometimes I can't.  It would very nice to have the "reset session" tool that was in GoToAssist.  

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

        Hi JodiAliceRecep,

         

        Do you recall if any of these computers were rebooting after installing Windows updates, or anything like that at the time? If you have any computers that seem to experience this issue more than once, perhaps we could get the log files from them to review.