TROUBLESHOOTING

Unable to connect to a Windows customer (GoTo Opener will not launch or is hanging)

Issue

  • Expert tries to connect to a Windows Customer that they have successfully connected to in the past, but now cannot. 
  • There is no error, the session just does not connect and nothing appears to happen.
  • The GoTo Opener appears to be "hanging" and not proceeding with connection 

Objective

Environment

Procedure

Answer

Cause

Unknown

Resolution

  1. Click on Control Panel 
  2. Click on Programs & Features 
  3. Uninstall GoTo Opener and GoToAssist Customer 
  4. Delete the following folders: 
    • C:\Users\ [ user name ] \AppData\Local\GoTo Opener
    • C:\Users\ [ user name] \AppData\Local\GoToAssist Customer
  5. Have the customer attempt to join the session again. 

If the above steps do not resolve, please try the Standalone Customer App by using the following steps on the Customer PC (not the Technician's PC): 
  1. Click on Control Panel 
  2. Click on Programs & Features
  3. Uninstall GoTo Opener and GoToAssist Customer
  4. Go to www.fastsupport.com/download/attended-app
  5. Click Download and Save to the desktop.
  6. Right click on the file
  7. Click Properties
  8. Click the Unblock button
  9. Click Apply
  10. Click OK
  11. Right click and choose Run as Admin 
  12. Customer should now be prompted for Name and Support Key.

Additional Information