Topics in GoToAssist 1970-01-01T00:00:00Z 1307 603 294 347 0 197 7561972 Facing this problem while installing the desktop client 2017-10-26T16:06:41Z 2017-07-25T21:59:05Z Taimoor Ali taimoor_ali the extractor ( the software that you download from fastsupport link ) crashes and shows the log&nbsp;<a href="" rel="nofollow" target="_blank" title="Link https//docsgooglecom/document/d/1sCBO7vwRn-Mvaj0Mk0Xd7zKqEIpwDoxxKBPheMymV_Q/edituspsharing"></a>&nbsp; . what could possible be wrong . I reinstalled citrux but still .&nbsp;<br /><br />Any help will be appreciated&nbsp; problem 13 4 1 comment 7619578 So, what is new in v4.1 of GoToAssist Remote? 2017-10-26T15:53:04Z 2017-10-26T11:43:50Z Ron ron_h0ckecedu25o0 Unable to install v4 on Windows 10 Pro (Rel 1709) using v4.0, but just got an upgrade to v4.1. Anything else new? question 1 2 1 comment 7619691 GoToAssist Remote Support (v4.1, b1544) Release Notes 2017-10-26T15:13:33Z 2017-10-26T15:13:33Z Release Notes releasenotes This release is a hotfix for a new default build, and impacts all agents and customers that download the GoToAssist Customer desktop application from <a href="" rel="nofollow" target="_blank" title="Link http//wwwfastsupportcom/unatended"></a>. <br /><i><br />Released October 26, 2017 (PDT)<br /><br /></i>SUMMARY:<i><br /><br /></i><ul><li>Fix for allowing downloads from <a href="" rel="nofollow" target="_blank" title="Link http//wwwfastsupportcom/unattended"></a>&nbsp;</li></ul><br /><b>Bug Fix:<br /><br /></b>Fix for Allowing Downloads from <a href="" rel="nofollow" target="_blank" title="Link http//wwwfastsupportcom/unattended"><br /></a><br /><ul><li>A fix was implemented to allow users to download the GoToAssist Customer (unattended) desktop application from <a href="" rel="nofollow" target="_blank" title="Link http//wwwfastsupportcom/unattended"></a>.&nbsp; Previously, users would encounter a download error, followed by a message stating that their computer's OS and/or web browser were not supported.&nbsp; (GTAUP-5047)</li></ul> article 0 1 1 create 7006941 Blank screen windows 10 2017-10-25T23:02:45Z 2016-05-17T17:53:34Z Jim Osdale jim_osdale GoToAssist software has the ability to "blank the customer" screen so essentially you can turn off the monitors display so your customer cannot see what you are doing. This works fine if the customer is running Windows 7, but it's not available in Windows 10? When will this "blank screen" feature be available for customers running Windows 10 operating systems?<br /><br /><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1417466/RackMultipart20160517-42907-ifypz4-2016-05-17_10-57-00_inlinepng1463507990" /> question 28 11 5 comment 7619130 g2ax_service 2017-10-25T21:45:43Z 2017-10-25T19:18:23Z aris santos aris_santos hi there, i just wanted to verify if the g2ax-Service is a legitimate service that comes with GotoAssist tools? question 1 2 1 comment 7555380 Important information about upcoming releases and changes to Remote Support. 2017-10-25T19:30:42Z 2017-07-14T15:57:39Z Glenn Dobson glenn_dobson Hi,<br /><br />I wanted to share with our plans for GoToAssist Remote Support for the rest of 2017. I will update this topic with additional details as they come to hand.&nbsp;<br /><br /><b>Development</b><br /><ul><li>2 Factor Authentication - In progress and a high priority for release in 2017 (we are close to internal testing).</li><li>Improved Device and Recording Management - In progress<br /></li><li>Dark UI option - planned for release in 2017</li></ul><br /><b>Discontinuing all former Citrix releases of Remote Support</b><br /><br />Now that we are part of&nbsp;<a href="" rel="nofollow" target="_blank" title="Link:">LogMeIn</a>, we are required to remove all Citrix branding and dependencies from our websites and products, this is was the reason for the latest v3.4 build 1361 release. For this reason,&nbsp;<b>we will no longer be offering versions of Remote Support older than v4.0 in the near future. &nbsp;</b>(edited 7/20/17 updated version number)<br /><br /><b><u>UPDATED 10/05/2017</u></b><br /><br /><b>Here is what you need to know about this change:</b><br /><ul><li>In November we will begin upgrading accounts, <b>this will involve switching everyone to Regular Updates.</b></li><li>´╗┐This first LogMeIn release v4.0 will be tested for <b>Windows XP compatibility</b>.<b>&nbsp;</b><br /></li><li><strike><br /></strike></li><li><strike>If your account is set to Infrequent Updates that will not be changed.</strike></li><li><strike>If you have a device group set to Infrequent Updates and an older version, that will not be changed.</strike></li><li>If you upgrade an Unattended computer to a newer version,&nbsp;<u>you will not be able to downgrade it again later.</u></li><li>Sometime in December 2017, all "Citrix"&nbsp;versions (v3.4, b1361 or below) will stop working.&nbsp; <b>Before December</b>, you will need to update your Expert software and Unattended computers to our v4.0 release.&nbsp; <b>We strongly recommend</b> that you&nbsp;<a href="" rel="nofollow" target="_blank" title="Link http//supportcitrixonlinecom/en_US/gotoassistremotesupport/help_files/G2ARS010010"></a><a href="" rel="nofollow" target="_blank" title="Link http//supportcitrixonlinecom/en_US/gotoassistremotesupport/help_files/G2ARS010010"></a><a href="" rel="nofollow" target="_blank" title="Link http//supportcitrixonlinecom/en_US/gotoassistremotesupport/help_files/G2ARS010010">update these desktop applications automatically</a>&nbsp;before December so that you do not run the risk of manually reinstalling the Customer app on all of your Unattended computers after the older&nbsp;"Citrix"&nbsp;versions stop functioning.<br /></li><li><strike>Unattended computers running Windows XP, Vista, Server 2003 will also stop being accessible in December as they are not supported by newer versions of Remote Support.&nbsp;</strike></li></ul><strike><br /><br /></strike> update 22 9 5 comment 7617959 Is it possible to restrict login access by GeoLocation? 2017-10-25T17:53:33Z 2017-10-24T11:23:35Z Dave Martin dave_martin_d1afjztd9gqx2 Periodically I receive email notifications that someone tried to login using my email address.&nbsp; Invariably it's from a location outside the United States.&nbsp; <br /><br />Does GotoAssist have a setting to restrict login access from outside the US? question 1 2 1 comment 7618100 g2ax_customer_combined_dll_core_win32_x86_1537 2017-10-25T17:50:55Z 2017-10-24T14:54:16Z John Koski john_koski <p>Hello, </p><p><br /></p><p>My antivirus is flagging </p><p>C:\Windows\SysWOW64\config\systemprofile\AppData\Local\Citrix\GoToAssist Remote Support Customer\g2ax_customer_combined_dll_core_win32_x86_1537.exe/UPX </p><p>I am guessing this is a false positive with Kaspersky on windows 7? could I get a checksum for this file so I can verify it is authentic?</p><p>Best regards, </p> problem 1 2 1 comment 7618550 Can't power on remote server after upgrade 2017-10-25T17:25:41Z 2017-10-25T00:44:20Z Dominique Gillette dominique_gillette Upgraded the product on the remote server and now i can't power it on remotely ..the error says that it need another online pc on the same network ...well ...THERE ISN'T ..the guy that installed the product is gone and i don't know what to do ...please help!!! question complete 6 4 1 comment 7618013 Can not click on anything after user enters admin account info 2017-10-25T17:22:18Z 2017-10-24T13:00:06Z Matt Spiller matt_spiller When working with customers, if I need to access something that needs admin access, it prompts them for their credentials.&nbsp; after the screen comes back, I am unable to click on anything in the session until they close out of the app that was opened with admin access. problem rejected 5 3 1 comment 7618796 HELP ALERT GAVE UP AFTER WAITING TOO LONG FOR A SERVER TO RESPOND - ERROR. 2017-10-25T17:19:01Z 2017-10-25T12:26:20Z CHRISTIAN GARCIA christian_garcia_6630poojb0ol5 HELP ALERT GAVE UP AFTER WAITING TOO LONG FOR A SERVER TO RESPOND - ERROR. only a few users can access problem 2 1 1 comment 7618939 How To Print Incident / Change 2017-10-25T17:04:41Z 2017-10-25T15:37:22Z Paul G paul_gill_7gt95nevo4e1t My boss would like me to print change requests for documentation purposes. Other than just the print function from the browser, is there a way to print changes that include the plan, build, test and Live sections all in one report view (with approvers)? question 1 2 1 comment 7618900 Device group not showing up to move computer to 2017-10-25T16:47:02Z 2017-10-25T14:52:10Z Brad Johnson brad_johnson_k7rl8f63kp6uo I need to move some computers to a new device group that I created but the device group isn't showing up in the drop down list problem 1 2 1 comment 6347015 GoToAssist, PCI-DSS 3.0 and Two-Factor Authentication. 2017-10-25T01:58:46Z 2014-09-10T21:13:27Z Richard Gerber richard_gerber Greetings everyone, <br /><br /> As more and more Credit Card breaches are coming to light (Re: Target, Home Depot), the PCI Security Standards has started to crack down on unsecured networks and access. <br /><br /> Per PCI-DDS 3.0, it is REQUIRED that remote-access software contain Two-Factor Authentication to ensure that only verified personnel are accessing the remote computers. (Per <a href="" rel="nofollow"></a> : section 8.3 : <br /><br /> 8.3 Incorporate two-factor authentication <br /> for remote network access originating <br /> from outside the network by personnel <br /> (including users and administrators) and <br /> all third parties, (including vendor access <br /> for support or maintenance). <br /> Note: Two-factor authentication requires <br /> that two of the three authentication <br /> methods (see Requirement 8.2 for <br /> descriptions of authentication methods) <br /> be used for authentication. Using one <br /> factor twice (for example, using two <br /> separate passwords) is not considered <br /> two-factor authentication. <br /> Examples of two-factor technologies <br /> include remote authentication and dial-in <br /> service (RADIUS) with tokens; terminal <br /> access controller access control system <br /> (TACACS) with tokens; and other <br /> technologies that facilitate two-factor <br /> authentication. <br /><br /> I am one of the Technical Managers for a company that provides Merchant Services and Point of sale systems to the entirety of Arizona. Unattended support has greatly increased our response time to problems because we have not had to guide a non-computer savvy waitress or waiter to retrieve a keyboard from the office OR turn on the on-screen keyboard to get to <br /><br /> Due to the stricter regulations on remote access, we have been forced to look into other options for remote access unless Citrix has this on the prioirity pipeline. Does Citrix have plans to add two-factor authentication to G2A? idea active 83 31 13 comment 2 factor, authentication, security 7601183 GoToAssist Community News 2017-10-25T00:22:19Z 2017-09-27T18:50:07Z Glenn Dobson glenn_dobson Hi!<br /><br />I am very excited to announce that we will soon be relaunching our GoToAssist community!&nbsp;<br /><br />We will be migrating all of our community content into the existing LogMeIn Community, which will be getting a fresh design and new features for you to enjoy! We hope this move will make it easier for you to find the answers you need and get the most out of our products and services.&nbsp;<br /><br />I will be sharing more details about this with you over the coming weeks.<br /><br /><a href="" rel="nofollow"><img src="" title="Image:" /></a> update 4 4 2 comment