Why do I encounter an error when I try to join a support session?
A known issue involving the join flow on the customer side has been identified by our engineering team.
Cause of issue
This issue is being caused by Windows Error Code 0X800B010E in which the customer side will encounter one of the error messages listed below when attempting to join a support session.
GoTo Opener encountered an error: The timestamp signature and/or certificate could not be verified or is malformed. Failed to download <product> from our servers.
GoTo Opener encountered an error: The revocation process could not continue - the certificate(s) could not be checked. Failed to download <product> from our servers.
At this time, there are two workarounds available:
Option #1: Use the GoToAssist Customer Attended Standalone application to join support sessions:
- Uninstall the following applications:
- GoTo Opener
- GoToAssist Customer (if present)
- Install the GoToAssist Customer Attended Standalone Application (Single Executable for Windows).
- Restart your computer.
- Join support sessions using this customer desktop application.
Option #2: Use RescueAssist as an alternative, if that product is enabled within your account. Otherwise, you can create a free trial for RescueAssist at https://get.gotoassist.com.