Topics in GoToAssist 1970-01-01T00:00:00Z 1500 742 297 399 0 203 7604249 12 Hour Clock 2017-10-21T08:52:24Z 2017-10-02T18:12:10Z Bryan bryan_c696z5qqblmdd Our Service Desk is recording all times in a 24 hour clock format. How can I change it to12 hour clock? question 2 3 1 comment 7615811 Issues Joining Existing Sessions 2017-10-20T21:02:35Z 2017-10-20T17:12:53Z Brett Hartig brett_hartig We have a team of 6 support reps using GoToAssist and we often need to invite other team members to join sessions.&nbsp; Recently we began having issues joining where the preview window on the right would just "spin" and the main window would say "Screen Sharing Stopped".&nbsp;<br /><br />Using version 3.5 build 1488. question 1 2 1 comment 7603946 Issue to create new remote support session on mac 2017-10-20T13:28:37Z 2017-10-02T09:26:04Z David david_2a9v0jkq46vyl Hi, when I start Gotoassist expert on my mac (1488), The session can't be open. I can't received a number of session or connect to a non attended session (the rolling logo is turning). Nothing has been change on the mac. The issue start 2 days ago.<br /><br />Any ideas?<br /><br />Thanks question 17 7 2 comment 7615077 Unattended 3.5 on High Sierra shows a blank screen after login 2017-10-20T12:02:07Z 2017-10-19T18:12:41Z Nate Hedrick nate_hedrick We just purchased and started setting up a new Mac Mini for a client as a mac server.&nbsp; We installed updates and the mac server, then unattended.&nbsp; I can connect to unattended and log in fine, but then then I get "Starting Screen Sharing" and its just a blank screen after that.&nbsp; Rebooting or signing in as another users still causes the same issue. problem 2 2 1 comment 7615217 Customer's screen not scaling correctly to my viewer 2017-10-20T05:15:26Z 2017-10-19T21:06:55Z Jordan jordan_429rz4ziiz93d Whenever I connect to a computer I cannot control anything! The screen does not scale properly, yet the mouse does so it's a big guessing game on where to actually point to. Because of this, I cannot successfully remote into anywhere or get anything done.<br /><img src="" /> problem 2 2 1 comment 7615088 Is a signin required for a remote support customer to use the app. 2017-10-19T23:19:14Z 2017-10-19T18:26:32Z Robert robert_ee5o0alx10xai If I want to use the GoToAssist Remote to view screen on a users iPhone or IPad.<br />1. Is this the app to use?<br />2. Does the customer have to have a login to use that app? question 1 2 1 comment 7569518 Unattended 3.4 on OSX 10.12.6 keeps prompting for permissions 2017-10-19T17:19:39Z 2017-08-07T17:04:10Z Jon jon_3x8nl98n3jc8c Goto Unattended on OSX 10.12.x will keep prompting for permissions on a parental controlled account. If we hit always allow and put in the admin creds it will just ask again instantly in a loop. problem active 5 4 1 comment 7614994 Can you create Microsoft Teams Intergration the same way you have a slack intergration? 2017-10-19T16:14:23Z 2017-10-19T16:14:23Z Erik Vanderlaan erik_vanderlaan We are using Microsoft Teams, and I saw that you have a Slack integration in Service Desk, through webhooks, can you create the same option for Microsoft Teams. It is almost the same intergration as slack. Teams already has a webhook option. Here is a link to Microsofts Documantation&nbsp;<a href="" rel="nofollow"></a> idea 0 1 1 create 7614880 403 Server Error? 2017-10-19T13:53:54Z 2017-10-19T13:53:54Z Michael michael_10cwuoos8nprd Hello, we seem to be having issues when sending the link to join session to users. When the user attempts to start the session, they are receiving a 403 server error and the download fails. This is happening somewhat inconsistently and did not happen for a few weeks until lately. What would cause this? Please advise. problem 0 1 1 create 7614442 can't add license to account 2017-10-18T23:08:53Z 2017-10-18T21:29:24Z Luis Pena luis_pena_57z4zxuue2kre I can't add a license to an account problem 1 2 1 comment 7614439 Can other users now access my computer through GoToAssist? 2017-10-18T23:06:40Z 2017-10-18T21:23:48Z Steven Robertson steven_robertson_ibgupsgbd5krs I've got the GoToAssist application where I can Start a Session or View/Access Unattended Support Computers.&nbsp; I noticed after installing it that now my computer is listed there too.&nbsp; Does this mean anyone in my company can now access my computer as easy as I access our client computers?&nbsp; How do I disable that?? question 1 2 1 comment 7614338 GoToAssist Corporate (v11.9.5, b1280) Release Notes 2017-10-18T19:33:13Z 2017-10-18T19:33:13Z Release Notes releasenotes <strong><em>Released live:&nbsp; October 15, 2017 (PDT)</em></strong><br /><br /> All users of the GoToAssist Corporate service are affected by the items in this release.&nbsp; This release also includes a new minimum <strong>required</strong> build for all accounts, and all representatives and their customers are required to update their HelpAlert desktop applications to the latest version. <br /><br />SUMMARY:<br /><ul><li>Ability to reset passwords for non-validated email addresses</li><li>Ability to control clipboard contents at start of screen sharing session</li><li>Improvements to managing business hours</li><li>Updates to integration documentation</li><li>New team setting for preventing representatives from denying pending queries</li><li>Improvements to native chat</li><li>Enhancements to customer enqueue messaging</li><li>Improvements to distribution of Queue Mode chats</li><li>Bug fixes and minor changes</li></ul><br /><b>What's New?<br /></b><br />Ability to Reset Passwords for Non-Validated Email Addresses<ul><li>Representatives, company managers, and team managers now have the option to send a password reset email to their account email address ("login" for representatives, "email" for managers), even if their email address has not yet been validated. This feature is now enabled by default for all accounts. (GTA-8720)</li><li>Users that attempt to reset their password via <a href="" rel="nofollow" target="_blank">HelpAlert</a> or the <a href="" rel="nofollow" target="_blank" title="Link https//supportlogmeininccom/gotoassist-corporate/help/log-in-to-the-management-center-gta500001">Management Center</a> are now presented with an improved "Forgotten Password" window in their web browser, prompting them to choose from one of the following options:<ul><li><strong>Send the reset email to you </strong>-&nbsp;Select this option and click<strong> Send</strong> to have an email containing a password reset link sent to your email address.</li><li><strong>Send a notification to your administrator to reset your password</strong> - Select this option and click <strong>Send</strong> to have an email notification sent to your account administrator to inform them that you are requesting a password reset so they can <a href="" rel="nofollow" target="_blank" title="Link https//supportlogmeininccom/gotoassist-corporate/help/change-representative-settings-gta110030">take action</a>.</li></ul></li></ul> <em>Send reset email option</em><br /><br /> <strong><em><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662913/30268-1tomm9y_inlinepng1508354457" /></em></strong><br /><br /> <em><em>Send a notification option</em></em><br /><br /> <strong><em><strong><em><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662914/31386-15ctgoi_inlinepng1508354507" /><br /></em></strong></em></strong><br /><br /> Ability to Control Clipboard Contents at Start of Screen Sharing Session<strong><br /> </strong><ul><li>When an account's portal setting, "Clear Clipboard When ScreenShare Start" is set to <strong>true</strong>, the clipboard contents of the representative side is cleared automatically, and is not transferred over to the customer side at the start of the support session.&nbsp; If the portal setting is set to <strong>false</strong>, the contents of the representative's clipboard will be automatically passed to the customer side when screen sharing begins, and is indicated by a message in the chat log, "Clipboard sent by accepted by ."&nbsp; (GTA-8819, -8986, -8987)<ul><li><em>Note:&nbsp; By default, this portal setting is set to <strong>false</strong> for all accounts.</em></li></ul></li></ul>Improvements to Managing Business Hours<ul><li>Company and team managers that <a href="" rel="nofollow" target="_blank" title="Link https//supportlogmeininccom/gotoassist-corporate/help/manage-business-hours-gta620002">create and manage their company's business hours of operation</a> for their customer portal can now further customize the "Open from" and "To" hours by individual days of the week.&nbsp; These new changes will allow account holders with non-standard&nbsp; business hours to accommodate the needs of their customers, and also provide flexibility for the upcoming Daylight Savings Time changes.&nbsp; (GTA-8906)</li></ul><em>New Business Hours settings</em> <strong><em><strong><em></em></strong></em></strong><br /><br /> <img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662915/24923-2x4wl7_inlinepng1508354554" /><br /><br /><i>Former Business Hours settings<br /></i><br /><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662916/24923-1b4yip5_inlinepng1508354584" /><br /><br />Updates to Integration Documentation<ul><li>Company and team managers that <a href="" rel="nofollow" target="_blank">log in</a> to the Management Center and <a href="" rel="nofollow" target="_blank" title="Link https//supportlogmeininccom/gotoassist-corporate/help/download-integration-sdk-and-information-gta110041">download</a> the Data Replicator and/or Integration SDKs (i.e., AgentSide &amp; WebServices) will now see that all integration documentation (PDF format) has now been updated and re-branded with LogMeIn, Inc. as the publisher, including the following: (GTA-8947)<ul><li>Data Replicator Guide</li><li>Developers Guide Agent Side API</li><li>Developers Guide Customer Side API</li><li>Developers Guide End User Integration</li><li>Developers Guide Replay API</li><li>Developers Guide Web Services Monitors API</li><li>Developers Guide Web Services PhoneMode API</li><li>Developers Guide Web Services Sessions API</li><li>Integration White Paper</li></ul></li></ul><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662917/1598-s9e13a_inlinepng1508354621" /><br /><br />New Team Setting for Preventing Representatives from Denying Pending Queries<ul><li>To better hold representatives accountable when they are fielding chats via their SmartMatch, SmartBox, SmartButton, or Queue Mode portal, there is a new team setting, "Deny to enter Not-Ready mode when pending query" that prevents representatives from entering into "Not Available" status after a query has been posted.&nbsp; If this team setting is enabled, when the representative is in "Available" mode and a chat is posted to them, the "Available" button becomes grayed out, and the representative can either accept the chat or deny it.&nbsp; If the representative denies the chat, it will be displayed in the reporting as "declined," and if they take no action, it will be reported as "ignored."&nbsp; (GTA-8728)</li></ul><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662918/20348-xje5vb_inlinepng1508354658" /><br /><br />Improvements to Native Chat<ul><li>Representatives and customers that exchange chat messages via the native representative chat box can now use the keyboard combination <strong>Shift</strong> + <strong>Enter</strong> to submit a line break when sending multi-line chat messages during a support session.&nbsp; Previously, this keyboard combination would automatically send the chat message instead of submitting a line break.&nbsp; (GTA-8865)<br /><br /></li></ul>Enhancements to Customer Enqueue Messaging<ul><li>Account holders with Queue Mode portal(s) assigned to their account for fielding web- based chats (Flash and HTML only) will now have the option to choose whether or not to display the number of questions ahead of the customer when they submit a chat.&nbsp; By default, HTML chat portals will always display the customer's place in line while waiting for a representative, however, now a portal setting adjustment can hide the message if the account holder chooses.&nbsp; Previously, the number of queries was always displayed to the customer for HTML chat portals.&nbsp; (GTA-8721)</li></ul><em><strong><br /></strong>Messaging displaying customer's place in line<strong><br /><br /><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662919/30268-wfxmhf_inlinepng1508354696" /><br /></strong></em><br /><em><em>Messaging hiding customer's place in line</em><strong><em><strong><br /><br /></strong></em></strong></em><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662920/24923-1hpvfe5_inlinepng1508354728" /><br /><br />Improvements to Distribution of Queue Mode Chats<ul><li>Representatives whose accounts are subscribed to a Queue Mode portal will now experience an improved "round-robin" distribution of chats, regardless of the frequency of incoming queries or amount of representatives fielding requests at the time.&nbsp; The representative that has been in "Available" mode for the longest amount of time will receive the newest query, however, there are times when there is low frequency of incoming chats, and all representatives have been available for the same amount of time.&nbsp; When this happens, now the newest query will be sent at random to any representative in Available mode to restart the "round-robin" distribution.&nbsp; For example, if Representatives A, B, and C each received chats at some point, but enough idle time has passed to where all representatives have been in Available mode for the same length of time, the next representative to receive a query would be chosen at random.&nbsp; Previously, the query would continue being posted to the same representative, forcing them to field back-to-back chats.&nbsp; (GTA-7728) </li></ul><b>Bug Fixes</b><ul><li>Fix for displaying, "Customer has left the session" message when the customer closes the web browser to end a web-based chat session.&nbsp; (GTA-8821)</li><li>Fix for improving the performance of generating Rep Performance reports by increasing the data allowance per report.&nbsp; Previously, companies containing high representative counts would encounter the error message, "Too much data.&nbsp; Please select less dates, teams or portals, and try again."&nbsp; (GTA-8961)</li><li>A change was made to now sign with both sha-1 and sha-256 for Digital Fingerprints in Windows binary.&nbsp; Previously, our code was only signed with sha-1, which is still present for backwards compatibility for those using older operating systems.&nbsp; (GTA-9010)</li></ul> article 0 1 1 create 7614031 send portal activation email to all existing customers 2017-10-18T17:44:45Z 2017-10-18T12:12:55Z AAPADMIN yanki_lauer Is there a way to send portal email to all existing customers in mass or do you have to go one by one to each customer? question complete 1 2 1 comment 7614215 GoToAssist Remote Support (v17.10.0) Release Notes 2017-10-18T16:42:29Z 2017-10-18T16:42:29Z Release Notes releasenotes <b><i>Released October 18, 2017 (PDT)<br /></i></b><br /><strong>This release impacts the Web App and all agents that use it by logging in at <a href="" rel="nofollow" target="_blank" title="Link https//upgotoassistcom"></a><br />&nbsp;</strong><br />SUMMARY:<br /><ul><li>Improvements to reporting filters</li></ul><b><br />What's New?<br /><br /></b>Improvements to Reporting Filters<br /><ul><li>Agents that access the Reporting tab of their account to <a href="" rel="nofollow" target="_blank" title="Link https//supportlogmeininccom/gotoassist-remote-support/help/generate-reports-g2ars090052">generate reports</a> will now only see users with an assigned GoToAssist Remote Support seat in the "Technician" drop-down menu when making their report focus selections.&nbsp; This improvement greatly reduces the time it takes to filter users within this list, as it no longer contains users that do not have an assigned seat for Remote Support.&nbsp; Previously, all users of the agent's LogMeIn account were displayed in the "Technician" drop-down menu, even if they did not have an assigned agent seat (e.g., GoToMeeting only user).&nbsp; (GTAUP-2422)</li></ul><img src="" title="Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1662871/31386-44dvar_inlinepng1508344826" /> article 0 1 1 create 7613595 Future of LogMeIn Rescue & GotoAssist 2017-10-17T20:32:12Z 2017-10-17T19:23:48Z Gary Barr gary_barr_awp4irk1e8kw3 I have subscriptions to both LogMeIn Rescue and GotoAssist, because I've had problems in networking enviroments&nbsp;(domains) that sometimes LogMeIn gets stuck, so each time I log in (usuing&nbsp;unattended access), it kicks me out.&nbsp; I reconnect, it's back to login... so it is an endless loop of trying to get in.&nbsp; However, I can login&nbsp;with GotoAssist&nbsp;Unattended access and get in.<br /><br />However, I've had just the exact opposite happen in situation where GotoAssist wouldn't stay connected on a system, but LogMeIn worked fine.... So we've kept both, because not being able to connect to systems that are a long way away, was not an option.<br /><br />Moving forward, will they just become one?&nbsp; &nbsp;I just worry, if that happens... are problems like I described being fixed? question 1 2 1 comment