Forum Discussion

chrisg750's avatar
chrisg750
Active Contributor
3 years ago

CTRL 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 ...
DOCSOL's avatar
DOCSOL
New Member

I cannot even find a CTRL-ALT-DEL on an unattended access connection.  WHERE IS IT?  GotoAssist 4 was fine until it randomly stopped creating sessions.  It eventually creates one and works normally, but this is very frustrating!

chrisg750's avatar
chrisg750
Active Contributor
3 years ago

If you hover over the the top toolbar you will see it. It doesn't work 3/4 of the time for me lately, but the button is there. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Hi chrisg750, 

     

    Digging into this issue further, we have a primary and secondary method of passing the Ctrl+Alt+Delete to the client computer. If the Primary method fails the Secondary method is used. Please check for the following on the Unattended computers.

     

    The first place to look is going to be this file GoToAssistUnattended.srv.log, you will find it in C:\Program Files (x86)\GoToAssist Remote Support Unattended\xxxxxxxxxxx\appdata

     

    Primary method:

    Search for CtrlAltDel message received, in case of error you will see:
    "Primary CtrlAltDel injection failed with error code:"  There should also be an error recorded in GoToAssistTools64/32.log in the same folder.

     

    Secondary method:

    Check GoToAssistProcessChecker.srv.log for "Sending CtrlAltDel" 

    If this log is not present the command was unsuccessful, in this case one of these errors should be seen in GoToAssistUnattended.srv.log:
    "Unable to open service control manager"
    "Unable to open service"
    "Sending service control message 128 failed, with error code"

     

     

    • chrisg750's avatar
      chrisg750
      Active Contributor
      2 years ago
      Hi GlennD thanks for the reply . Appreciate the response. And sorry for the late reply. Being service related would make sense. I will take some to look into this. I have a specific workstation that I MUST use v4 instead of v5 because of this exact issue. Never took the time to look into it as became too frustrating and time consuming. But I will definitely follow up soon. Thanks again.
      • chrisg750's avatar
        chrisg750
        Active Contributor
        2 years ago

        Hi Glenn, much appreciated again. 

         

        So upon checking, my original CTRL ALT DEL on that same machine that I had discussed last year is actually a non-issue. That is working fine all of a sudden. Maybe the last update to the software?

         

        The new problem I'm having is that the mouse will not click on this machine. Keyboard takes every action perfectly. But the mouse will not left/right click. As odd as it sounds, the CTRL ALT DEL works. Should I be looking in that same location you mentioned on your last post for errors on this?

         

        Thanks again,