General Consultant Discussion

attn: GotoAssist users I am having more widespread issues attempting to establish remote connections with customers. I'd say 1 or 2 out of 10 tries I get dead-ended which I mean the customer sees some type of waiting message and just never connects. This is frustrating at the cost that I pay for this service and I'm beginning to seriously entertain other options. Has anyone resolved a similar problem with GotoAssist?

In my experience, the user needs to uninstall Go To Assist Customer from their Control Panel and it works again. It seems to be getting stuck trying to install the updated version

Most of the GTA problems we have are because of an old version not uninstalling properly (restricted user permissions). Make sure any previous version is uninstalled, and use the option for ""Customer Attended App"" only, which is just runtime (not installed).

@KevinMoyes ELI5 - ""customer unattended app only"" is that on my side? Customer side?

Same issues. Getting worse. Started after LogMeIn purchased the product line and started making changes. I have opened support cases several times. Support was moved off shore and they just repeat what you say. Then sales will call back and tell us we need to move to their more expensive options for LogMeIn.

I changed from GoToAssist to ConnectWise about two months ago. I am very pleased with ConnectWise. It seems much easier to manage than GTA.

I'm with Doug. I've used ScreenConnect, now called ConnectWise Control, for a few years now and it's been great. The pricing is good if you're small: $420/user/year for 3 simultaneous sessions and unlimited unattended. https://www.connectwise.com/software/control/pricing

I too have noticed that GTA has become a lot more buggy since LogMeIn took over. Is it time to do a survey with our 90Minds group regarding which remote product they use and recommend?

I have a few GTA issues: 1. They come out with updates fairly regularly - about 80% seem faulty and require some type emergency patch 2. Increasingly when I try to start a remote connection the end user just sits at a ""Waiting"" screen - this also happened on my regular laptop when an ISV was trying to remote into me Note @KevinMoyes solution of uninstalling seemed to work - and maybe this cures most/all of those type issues 3. Maybe 1 in 10 times I get an odd ""no Internet"" type message when clearly I have Internet. 4. The GTA support site is worse than Sage's in terms of providing anything helpful 5. The login to look at my account seemed to give me one try then it auto-locked and forced a reset On the plus side, I was finally able to add 2FA which is mandatory IMO with anything accessing an unattended dashboard

For light remote support and for heavy webinar and web meetings, Zoom.us is awesome and super cheap. For heavy unattended remote access, I swear by Teamviewer

I moved from GTA to ScreenConnect about five years ago and haven't looked back. I put it on a Linode server for $5/month and have no issues. I have a couple of customers that want me to use their Teamviewer and I generally swear AT it...

Most of the time when I hit a wall with GTA, it's because the client uses something related in house. In every case I'm able to connect using one of our GoToMeeting accounts when GTA fails, but I don't know if you have both.

The biggest complaint I have with GTA is if I need to Run As Admin, I lose the ability to do anything. Keyboard and mouse become dead, with the session changed to view only until the admin program is shut down.

Ditto @KevinMoyes and very frustrating to get locked out! I currently use GTA Corporate while a couple of co-workers use GTA Remote Support. I think I am going to switch to Remote because my co-workers say they don't get locked out. And Remote is less expensive. @KevinMoyes - your screen shot above looks like the Remote version. Do you get locked out with Remote also?

Not always. I think it is just when alternative credentials are used for the Run As Admin.