Forum Discussion

shass's avatar
shass
New Contributor
6 years ago

Session Hung? Icon Green? Can't connect...

I am unable to connect to a remote computer.  It is on-line and the console shows the computer's icon green, which I think means that there is a session in progress.  I know, however, that there is n...
AshC's avatar
AshC
Retired GoTo Contributor
6 years ago

shass  Unfortunately if that session got stuck, the only way to reconnect would likely be after a reboot at the endpoint.  Let us know if the behavior continues there.

  • shass's avatar
    shass
    New Contributor
    6 years ago

    Well that is most inconvenient.  Really defeats the purpose, doesn't it.

    • casascoco's avatar
      casascoco
      Active Contributor
      6 years ago

      Extremely inconvenient.  The same problem happens to me on random computers, requiring my clients to reset their computer before it will allow a reconnect.  I've actually had to have clients install different remote software (Veam Tiewer) just so I am able do the work remotely.  This is unnacceptable for a paid product.

      • AshC's avatar
        AshC
        Retired GoTo Contributor
        6 years ago

        casascoco  Sorry about that.  Have you contacted Customer Care directly in order to attempt to recreate the connection failure, or gather log files from the affected PC?

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      6 years ago

      shass  It should not be happening on a regular basis, and in my experience the instances often revolve around a specific machine that was in need of a scheduled reboot / update.