Review this set of helpful suggestions to assist with common connection issues.
General connection troubleshooting
"Communication error during login"
If you encounter the error, "Communication error during login, please check your connection and try again" it means that at the time of your connection to the GoToAssist Remote Support v4 servers an internet connection on the technician side was not detected. Refresh your internet connection and try logging in once again.
Additionally, check that the date and time settings on your machine are accurate.
Personal firewall troubleshooting
How to get Remote Support unblocked from your firewall
If you have a personal firewall (ZoneAlarm, Norton Personal Firewall™, etc.) installed, make sure that GoToAssist Remote Support v4 is not being blocked. If so, unblock Remote Support and try again. Additionally, you can enable your personal firewall so that Remote Support can access the Internet every time you need it to, as follows:
- The first time you run Remote Support on a PC that has a firewall installed, you will set off the firewall and be prompted to allow Remote Support to access the Internet. Select the "Remember the answer each time I use this program" check box.
- Click Yes to enable Remote Support to access the Internet.
- Depending on the version of macOS that is being used, Mac users can configure their built-in firewall settings.
If a connection still cannot be established, please see Hardware firewall troubleshooting or contact Customer Care for help.
Hardware firewall troubleshooting
If you do not have a personal firewall but are in a business environment, you may still be using a hardware firewall. Please provide your IT department with the Optimal firewall documentation so that they may allow Remote Support to connect.
If a connection still cannot be established, please contact Customer Care for help.
"Authentication Required" troubleshooting
Most connection test difficulties are related to user authentication issues. Use the following question to determine if this is your problem: Did you see an Authentication Required window with text fields for Domain, User Name and Password?
- Yes, I saw the Authentication Required window and entered all the information correctly. The User Name and Password required here are the same as those that you use to log in to your Windows computer.
- Yes, I saw the Authentication Required window, but there was no Domain text field. This dialog box indicates that Basic Authentication is in use on your Web proxy. The User Name and the Password required here might be the same as those you use to log in to your Windows computer; however, your Web proxy may require different passwords from those you use to log in to your Windows computer. Your network administrator can confirm whether or not you have the correct information. As when entering all user names and passwords, please make sure that (a) you are typing correctly, (b) your Caps Lock key is off, and (c) you do not have any trailing white-space characters in the fields (check this by deleting and retyping the entire contents of each field).
- No, I did not see the Authentication Required window. In this case, please contact our Support Team for further assistance.