TROUBLESHOOTING

Error: "Sorry, cannot ask a question until your current session has finished"

Issue

"Sorry, you cannot ask a question until your current session has finished"

Objective

Environment

GoToAssist [Corporate]

Procedure

Answer

Cause

Attempting to start more then one session with the same customer.
A session already in progress with this Representative on the same machine
An End Session Survey is still open from a previous session. Sessions are are still active in our system until the survey is completed or times out (default is 5min).

Resolution

  1. The customer likely has a session starting, already in progress or attempting to end (survey still open) with the same Portal or Representative. Closing those windows should clear the issue
  2. If the above does not work have the customer uninstall the GoTo Opener and GoToAssist Corporate. Then, have the customer try to reconnect with the technician with a new link or session code.

 

Additional Information