TROUBLESHOOTING

Your session should begin shortly, you can close this window now but nothing happens. (Windows)

Issue

Symptoms:

  • Visited fastsupport.com
  • Entered support key
  • Connection starts
  • GoToLauncher appears like it is trying to connect
  • Browser window suggests that "Your session should begin shortly, you can close this window now."
  • After waiting a minute there are no signs of any other connections being made.

Objective

Environment

GoToAssist Remote Support
OS: Windows 10 Professional x64 Edition
Tablet: Surface Pro 4
Browser: Edge, Google Chrome

Procedure

Answer

Cause

Resolution

  1. Click the Windows icon
  2. Open the Control Panel
  3. Select Uninstall a program or Programs & Features
  4. Select GoToOpener
  5. Select Uninstall
  6. Select GoToAssist Customer
  7. Select Uninstall 
  8. Visit www.fastsupport.com
  9. Enter support key given by the technician.
  10. Click Connect.
  11. Save the GoToAssistLauncher.exe file
  12. Open folder where the launcher was saved
  13. Right click the GoToAssistLauncher.exe file
  14. Run as Administrator
  15. If prompted by UAC, click Yes.
  16. Then, the GoToOpener and GoToAssist Customer software will go through the installation and connect you to your technician.

Additional Information