QUESTION AND ANSWER

Can I use Remote Support sessions within RDP, Terminal, Xen, XenApp, or other Virtual Environments?

Issue

Objective

Environment

  • GoToAssist Remote Support 
  • Attended Sessions
  •  RDP or Terminal Sessions 
  • Xen or XenApp Environments
  • Virtual Environments

Procedure

Answer

Yes. The following information is in regards to Attended sessions only. Unattended sessions are still not supported in these environments. 
A setting that is typically defaulted must be unchecked prior to connecting to one of the above environments to prevent errors and blacked screen situations. Please follow the next steps prior to connecting into one of these environments: 

  1. Go to the Remote Support Preferences (by either right clicking on the SysTray icon or by opening the Expert application and selecting Tools >> Preferences)
  2. Under the General tab, uncheck "Run support sessions as a service at startup."
  3. Click OK
Now, when connecting to one of the specialized environments, there should be no issue. Once successfully connected, the Expert can click on Tools >> Upgrade to Run as a Service as necessary to upgrade privileges. 

Cause

Resolution

Additional Information