TROUBLESHOOTING

Unable to connect to a Windows customer (GoToOpener will not launch)

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
  • GoToOpener or Citrix Online Launcher does not launch

Objective

Environment

Procedure

Answer

Cause

Unknown

Resolution

Following steps to be done on the Customer's PC (not Expert) 

  1. Click on Control Panel 
  2. Click on Programs & Features
  3. Uninstall Citrix Online Launcher 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

Engineering has stated as of build 1251 and 1343 this issue should be resolved