TROUBLESHOOTING

Upgrade to Run as a Service is Failing and there is loss of Keyboard and Mouse control

Issue

When the Expert tries to upgrade to Run as a Service, a message comes up that the operation failed and the privileges do not get elevated, nor does a window ask for credentials on the Expert side.
Possibilities from Customer side:

  • No prompt - The elevation occurs automatically and silently. This option allows an administrator in Admin Approval Mode to perform an operation that requires elevation without consent or credentials. Note: this scenario should only be used in the most constrained environments and is NOT recommended.
  • Prompt for consent - An operation that requires a full administrator access token will prompt the administrator in Admin Approval Mode to select either Continue or Cancel. If the administrator clicks Continue, the operation will continue with their highest available privilege.

Prompt for credentials “ An operation that requires a full administrator access token will prompt an administrator in Admin Approval Mode to enter an administrator user name and password. If the user enters valid credentials, the operation will continue with the applicable privilege.
 

Objective

Environment

  • GoToAssist Remote Support
  • Windows

Procedure

Answer

Cause

User Account Control Settings in Windows are blocking Remote Control because of domain policies on the company network

Resolution

1. When selecting to Upgrade to Run as a Service, is anything prompting the Customer for Admin credentials, that the Expert is unable to see?

  • If yes, UAC (User Account Control) is determined by domain and will need to be adjusted by Admin
  • If no, proceed to Step 2.
2. Check the User Account Control Settings in the Control Panel, are they set to Notify/Default?
  • If yes, proceed to Step 3
  • If no, modify the settings to reflect Notify/Default - if the settings cannot be changed, reach out to your Network Admin
User-added image
3. Uninstall GoToAssist Customer and GoTo Opener
4. Try to reconnect again and Upgrade to Run as a Service should upgrade successfully (provided the Admin credentials can be entered).

Additional Information