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.
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).
Enable Wake-on-LAN
Complete all of the following steps on the target computer:
- 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.
- 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
- Ensure that the computer meets all of the requirements listed above.
- 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
- If the application is already open and running in the background, right-click the GoToAssist Expert icon
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.
- Use the Groups in the left-navigation to locate the target computer (which will be marked as " Offline") and click the Power On button.
- 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."
- 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."
- 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.
- 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.