HELP FILE

Wake Sleeping Computers (Wake-On-LAN)

    You can use Wake-on-LAN (WoL) to attempt to wake up sleeping (Windows and Mac) or powered-off (Windows) computers from your Unattended Remote Support Computers Inventory. This allows you to then connect to computers that would otherwise have been offline and unreachable.

    Note: In order for you to successfully wake up (PC and Mac) or power on (PC) a computer, Wake-on-LAN must first be enabled.

    Wake-on-LAN Requirements

    In order for you to wake up a sleeping or off (i.e., "target") computer, all of the following must be true:

    • The target computer has the GoToAssist Customer desktop application installed with unattended access set up.
    • The target computer's status is "Offline" (i.e., not "Online", "In Session", "Blocked" or "Removed").
    • The target computer is connected to the local area network (LAN).
    • The target computer has WoL enabled (see Enable Wake-on-LAN for more information).
    • At least 1 other unattended support computer within the target computer's network is already "awake" (i.e., "Online", "In Session" or "Blocked") in order to send the "wake up/power on" request.
    • The target computer is connected to the network by ethernet rather than WiFi (highly recommended).
    • The target computer is plugged in to its power adapter rather than running on battery alone (Mac only).
    Note: Even if all of the following is true, the computer may still not wake up if it encounters another error.

    Enable Wake-on-LAN

    Complete all of the following steps on the target computer:

    1. Enable WoL in the computer's Basic Input/Output System (BIOS) (Windows only).
      Note: Check the computer's user guide for instructions; if there is no option in the computer's BIOS to enable WoL, then it may already be enabled by default.
    2. Enable WoL in the computer's network adapter (Windows and Mac).

      Example: In a Windows 7 for Intel(R) 82567LM-3 Gigabit network adapter/connection, this can be done by going to the Control Panel > System and Security > Device Manager, and right-clicking the Network Adapter. Then select Properties > Power Management tab > "Allow this device to wake the computer" check box. In OS X 10.11 (El Capitan), this can be done by going to System Preferences > Energy Saver > "Wake for network access" check box.

    Attempt to wake a computer via the GoToAssist Expert desktop application

    1. Ensure that the computer meets all of the requirements listed above.
    2. Open the Unattended Support Computers window.
      • If the application is already open and running in the background, right-click the GoToAssist Expert icon in the system tray select View Unattended Support Computers(Windows) or use the Application menu and click Window > My Unattended Computers (Mac).

      Windows

    Mac

    • If the application is not already running in the background, open it and log in. Then click Unattended Support in the Viewer toolbar and select View Unattended Computers.

    1. Use the Groups in the left-navigation to locate the target computer (which will be marked as " Offline") and click the Power On button.
    Note: Although the Power On button appears for all unavailable computers (i.e., Offline), the WoL feature does not work for computers that do not meet the requirements listed above (i.e., if the computer is offline because it is not connected to the network).

    1. One of the following dialogs will appear to confirm whether or not the "power on" request was successfully sent. Click OK to close it.
      • Successful - If at least 1 Unattended Support Computer within the computer's network is Online, In Session or Blocked, then the following message appears: "[Computer] may power on momentarily. We were able to send a power on request to [computer], but it may not power on because it's offline. Please wait a moment before refreshing the unattended computers list and trying again."
    Note: Although the request was successfully sent, the computer may still not wake up if it does not meet all of the requirements listed above, or if you encounter another error.

    • Unsuccessful - If no other Unattended Support Computers within the target computer's network are online, the following message appears: "To power on [computer], you must have another online unattended computer on the same network."

    1. If the "Successful" dialog appears, then wait a few moments and click Refresh at the bottom of the Unattended Support Computers list.
      • If the "Power On" request was sent and successful, the Unattended Support Computer's status will change to " Online" with a Connect button (instead of the Power On button). Click Connect to start an Unattended Support Session with the computer.

    • If the "Power On" request was sent but was not successful, the Unattended Support Computer will remain unchanged (with the " Offline" status and Power On button), but there will be no other indication that it did not work.
    1. If the "Unsuccessful" dialog appears, then another Unattended Support Computer on the target computer's network must be turned on and connected to a network before a "power on" request may be successfully sent to the target computer.