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#71196 - 05/04/17 05:48 PM Gotoassist does not work
soloim Offline
Member

Registered: 12/20/10
Posts: 40
Loc: MA
Hi,

AC tech support was trying to remote into my computer, but Gotoassist does not work. Can anyone offer some suggestions to me?

Thanks,
_________________________
Cindy
Solo Internal Medicine
Massachusetts

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#71198 - 05/04/17 06:55 PM Re: Gotoassist does not work [Re: soloim]
carlfogel Offline
Member

Registered: 09/26/12
Posts: 55
Hi,

If this describes your problem . . .

Unable to connect to a Windows customer (Citrix Online Launcher will not launch)

Issue

Expert tries to connect to a Windows Customer that they have successfully connected to in the past, but now cannot.

There is no error, the session just does not connect and nothing appears to happen.

. . . then this link suggests a fix:

https://care.citrixonline.com/article/000297438

Click on Control Panel
Click on Programs & Features
Uninstall Citrix Online Launcher and GoToAssist Customer
Go to www.fastsupport.com/download/attended-app
Click Download and Save to the desktop.
Right click on the file
Click Properties
Click the Unblock button
Click Apply
Click OK
Right click and choose Run as Admin
Customer should now be prompted for Name and Support Key.

Cheers,

Carl Fogel

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#71208 - 05/07/17 01:25 AM Re: Gotoassist does not work [Re: soloim]
Bert Offline
Admin

Registered: 09/27/03
Posts: 11138
Loc: Brewer, Maine
OK, there is something strange here. And, Carl's idea seems good. But, this shouldn't be your issue. It should be AC's.

So, there is an issue with Citrix. Citrix has support. You don't have access to that level, but AC does. In other words, AC support pay them to use their product. So, if it isn't connecting, I would think it is up to them to get support involved and log in.

Another way, which would be simple, would be to make sure you can RDP from one computer to the computer you need them to access. They could then remote to the other computer and access your problem computer remotely over your network.

When you have a question like this, it would be helpful to us if you give us more information.

What is the OS? Home or Pro?
What version AC is it? Just helpful to know.
Even if they can't get from good computer to problem computer, can they log into one of the good computers?
And, what is the issue? It may be we could suggest something to fix it.

But, I would call support and set up a time to remote in. You are paying for support. They should spend as much time as possible to make it work. You shouldn't just let them say, well there is something wrong with your computer.
_________________________
Bert
Pediatrics
Brewer, ME

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#71220 - 05/13/17 01:18 AM Re: Gotoassist does not work [Re: soloim]
Bert Offline
Admin

Registered: 09/27/03
Posts: 11138
Loc: Brewer, Maine
Hi Cindy,

So you asked for suggestions. You got a few plus a PM. Can you give us some feedback as to whether you found a solution to the problem? What was the problem?
_________________________
Bert
Pediatrics
Brewer, ME

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#71230 - 05/16/17 04:52 PM Re: Gotoassist does not work [Re: soloim]
Bert Offline
Admin

Registered: 09/27/03
Posts: 11138
Loc: Brewer, Maine
I see why it doesn't work.
_________________________
Bert
Pediatrics
Brewer, ME

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