Mavericks support - unattended access issue | GoToAssist Customer Community

I support several Mac's within several customer groups. After upgrading the Mac's to Mavericks, I've noticed that the units never show up on-line. Attended support works fine on there units but unattended access never works as the units are not on-line when I know they are. I gave reinstalled the support application on all the Mac's in question and they still do not show on-line. Any ideas or is this a bug with a Mavericks implementation? I am connecting with a Mac and have the latest software installed. My iMac is running Mavericks OS 10.9xx. The clients are also Mac's running Mavericks OS10.9. Mac clients running OS 10.8xx Mountain Lion seem to work fine.

Stu Hare

13 Posts
1 Reply Like
Need help

Posted 1 year ago

1 year ago

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

Hi Stu,

The latest release build 545 did include support for Mavericks, can you please double check that you were upgraded and your endpoint is build 545?

Comment

1 year ago

Stu Hare

13 Posts
1 Reply Like

Hi Glenn,

Thanks for responding. I have reviewed the ver. and all are correct. I added the current support application to another Mac in my test area, installed and obtained the successful notification, found the unit within my GoToAssist Expert (I am assuming that is what you are referring to "end Point") and I have confirmed that it is ver 545, opened a remote unattended support session, and it worked fine! With that being said, I have noticed that there are some strange things happening, in that another Mac has now disappeared from my available units within my GoToAssist Expert. Could there be some Account limiting SNAFU going on ? I am currently using 166 units of my 800 unattended machines. Continuing, the machine that has disappeared within the GoToAssist Expert shows up on the website - showing off-line status, but is not showing up within GoToAssist Expert. I hope this isn't confusing.

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1 year ago

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

Thanks for checking, just wanted to make sure that wasn't a factor. I don't believe this is related to the number of Unattended computers you are allowed, I think it stop you from registering them at all if that was the case.

The Unattended computer list should definitely match between the software and the website, do you have the separated under companies or is it one big list? When you open the Unattended list in the software there is a search field at the bottom of the window, can/have you searched for the missing Mac by name?

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1 year ago

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

Hi Stu,

I have opened a ticket with Support for this issue, if possible could you please provide the following:

1. The GoToAssist log files from the affected Mac. They can be gathered using this tool: https://citrix.sharefile.com/download...

2. Remote diagnostics ( Start an attended session using GoToAssist Remote Support to collect diags )

3. Approximate date and time of the upgrade to 10.9 Mavericks

Please Email that information to gotoservice@citrixonline.com

Thanks,

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1 year ago

Stu Hare

13 Posts
1 Reply Like

Glenn,

Do you have a case number for reference?

I have several machines, seems to be consistent across everyone I upgrade to Mavericks, unattended support goes away as systems are always off-line. How many do you need?

Cheers,

Stu

Comment

1 year ago

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

The information from at least two would be useful for comparison, thanks. Unfortunately at the moment, it looks like uninstalling and reinstalling Unattended Support on the affected Mac is the only way to bring them back online.

Your Case #06462755 if you talk to anyone in Support.

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1 year ago

Stu Hare

13 Posts
1 Reply Like

Thank you sir. I will collect some data and send it on. Also will uninstall/reinstall with the 3 units I have in Test and see how she works. Will pop you an update tomorrow after some work on this issue tonight.

Cheers,

Stu
Ex-Product Manager ( hard job sometimes )

Comment

1 year ago

Glenn Dobson, Community Leader

933 Posts
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Hi,

We have been able to recreate an issue when an Mac with Unattended Support installed is upgraded to OS X 10.9 Mavericks:

During the upgrade process there is a delay initializing the Network Adapters, this can result in the Unattended Mac being listed as Offline.

If you reboot the Mac after the upgrade process it should boot normally and the GoToAssist Unattended Support software will connect to our servers correctly.

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1 year ago

Stu Hare

13 Posts
1 Reply Like

Hi Glenn,

Excellent. Thanks...been so busy I haven't been able to get back to testing this issue but will look into it shortly.

Stu

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1 year ago

Stu Hare

13 Posts
1 Reply Like

I still have another issues when installing but it's not related to this issue, and as such I will open up another call.

Stu

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1 year ago

TheLievense

16 Posts
1 Reply Like

We are having this same problem and rebooting did NOT fix it.

So I figured maybe I need to reinstall (perhaps I had an older version), so I ran the GoToAssist uninstaller. Then went to fastsupport.com/unattended went through the setup process but was told I already have gotoassist installed.

A couple of things:

1.) I initiated the OS X Mavericks upgrade via GoToAssist remotely

2.) I'm connecting from Windows 7 machine with GoToAssist v1.6 Build 545

3.) I did the install/uninstall while connected in remotely

4.) On the end users side I do see that GoToAssist (build 545) is installed in the Applications directory.

Any help would be appreciated greatly. This is a machine I'm often connecting into so not having GoToAssist working correctly is a major inconvenience.

Comment

2013-11-14T21:44:44+00:00

Glenn Dobson, Community Leader

922 Posts
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Hi, how exactly did you uninstall and reinstall Unattended Support remotely?

2013-11-15T02:44:42+00:00

TheLievense

16 Posts
1 Reply Like

Start an attended session, run uninstall, log into www.fastsupport.com/unattended and go through the installation process.

Is that the problem?

1 year ago

Stu Hare

13 Posts
1 Reply Like

Haven't had time to get back to this, but some of my supported Mac systems work and some don't. Have tried all that was recommended. I will be converting a few more systems to Mavericks this weekend and will see if I can determine a successful, repeatable process. I am afraid it a bug.

Same info as with the notes above with the exception in that I am using a OS X Mac machine to connect.

Stu

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1 year ago

Stu Hare

13 Posts
1 Reply Like

The GoToAssist application works fine on Maverick in an "attended" environment where the customer is present to let you onto the machine. What isn't working is in the "unattended" support environment. So to answer your question, I can either use your product or RDP from a local server onto the desktop system.

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1 year ago

Stu Hare

13 Posts
1 Reply Like

As stated above on one of these threads (or on another one similar), I am going to upgrade a few Mac's to Mavericks within the next week or so and that would be a good time to apply all the feedback from the two threads regarding this issue. My process will be as follows:

1. Uninstall the existing GoToAssist client.
2. Upgrade Java to latest
3. Upgrade to Mavericks
4. Install GoToAssist client
5. Test unassisted connection.

From my past experience the system will install correctly but will not show up as On-Line. My Client can use the "support Key" method of obtaining support "assisted" but the unassisted aspects don't work as the system appears off line. It does not happen with every device, it is sporadic. We will see regarding the next test.

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1 year ago

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

Hi,

We have an endpoint release scheduled for the end of this month, my current understanding is it will include a fix for this Mavericks issue.

In the meantime if rebooting does not bring the Unattended Mac back online, please do the following:

1. Uninstall GoToAssist Unattended Support
2. Navigate to /Library/Preferences
3. Delete all plist files that start with com.citrixonline.gotomanage, com.citrixonline.gotoassist or com.citrixonline.g2a
4. Reboot
5. Reinstall GoToAssist Unattended Support

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1 year ago

Stu Hare

13 Posts
1 Reply Like

Rebooting didn't work but your 1 through 5 process works fine... 5 Mac's down and 2 to go.

Thanks for the guidance.

Cheers,

Stu

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1 year ago

TheLievense

16 Posts
1 Reply Like

Glenn,

Here's the key question can your 1 through 5 steps be done WHILE remotely connected or do you need to be physically at the machine?

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1 year ago

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

Hi,

So I did some testing with a Mac running Lion (couldn't get access to one with Mavericks at this time), and I was able to set up Unattended Support while in an Attended session. So as long as you have someone available at the Mac to join an Attended session with you, reboot the Mac and then join a 2nd Attended Session, you could do this process remotely.

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1 year ago

Jody Doro

1 Post
0 Reply Likes

Same problem...fix seems to work for now...hoping it stays fixed....

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2013-11-21T16:41:43+00:00

Glenn Dobson, Community Leader

884 Posts
24 Reply Likes

We have a new release scheduled that includes a fix for this Mavericks issue.

2013-11-21T19:03:34+00:00

TheLievense

15 Posts
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ETA on release?

2013-11-21T22:32:47+00:00

Glenn Dobson, Community Leader

884 Posts
24 Reply Likes

Testing it internally now, unless something comes up it will be released very soon. I'll post the release date once I get the all clear.

1 year ago

Mr. AB

7 Posts
1 Reply Like

I have the same problem (even with version 1.6 Build 594). It's good to know that at least we can have "attended" sessions to Mavericks machines.

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2014-01-07T00:48:14+00:00

Glenn Dobson, Community Leader

921 Posts
27 Reply Likes

Hi, can you please provide details about exactly what it is you are experiencing? Unattended Support does work on Macs running Mavericks, so if you are having issues when you try to set it up, we would like to assist. The more detail you can provide the better.

2014-01-07T03:54:36+00:00

Mr. AB

7 Posts
1 Reply Like

Hi Glenn. Here's what happens: the customer installs the "GoToAssist Customer" software on a Mavericks machine. The application icon appears in the dock for a couple of seconds, and then it disappears.
The firewall was turned off. So I guess it's not a firewall problem. By the way, in the list of Applications, it only showed the executable icon to uninstall the software. Today, one of my clients told me that they got an error message about a connection problem. I have no further diagnostic details with me, as I don't have access to the customer computers.

Thank you.

1 year ago

Stu Hare

13 Posts
1 Reply Like

These are the notes I received from Glenn, some time ago. I still have to perform this on any machine that had a version of GoToAssist prior to the Mavericks upgrade (even after the new release). Unattended Support works after I run the following:

"We have an endpoint release scheduled for the end of this month, my current understanding is it will include a fix for this Mavericks issue. In the meantime if rebooting does not bring the Unattended Mac back online, please do the following:
1. Uninstall GoToAssist Unattended Support
2. Navigate to /Library/Preferences
3. Delete all plist files that start with com.citrixonline.gotomanage, com.citrixonline.gotoassist or com.citrixonline.g2a 4. Reboot
5. Reinstall GoToAssist Unattended Support"

It seems to work for me, although I sometimes have to run the install application twice to get it to stick. Also make sure that you change the Mac Security & Privacy settings to "Allow apps downloaded from Anywhere" under the General tab.

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9 months ago

Roger

15 Posts
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I am loosing an increasing number of Mac's!

Double checked on the version. Updates Java, flash etc.
Verified ports. Many but not all of the Mac's that are upgrading to 10.9 Mavericks are not available for unattended support. This has become a mayor problem for me as many of my clients are relying on my assistance when they are not present at their Mac.

The problem also happens on a virgin machine with a new installation of OSX.

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2014-07-24T23:41:55+00:00

Roger

15 Posts
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Thanks I just send you the email :-)

2014-07-24T23:43:05+00:00

Roger

15 Posts
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It bounced :-/

2014-07-25T00:00:22+00:00

Glenn Dobson, Community Leader

933 Posts
27 Reply Likes

Sorry, there was a typo. Fixed now.

2014-07-25T00:03:16+00:00

Roger

15 Posts
0 Reply Likes

Where ?-)

2014-07-25T21:31:10+00:00

Roger

15 Posts
0 Reply Likes

Still waiting for your email to start the ticked.

9 months ago

Roger

15 Posts
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I just downloaded the unattended installer from the link MaITPros mentioned https://www.fastsupport.com/unattended and compared it to the installed I have downloaded from my control panel.

G2AxCusomter.pkg has the same date.
g2ax_unattended-cmdline has today's date...

Is there a unique comandline for each download?

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9 months ago

Stu Hare

13 Posts
1 Reply Like

I was auto updated. Not having any issues but when I do I use the remedy we discussed last time and it fixes the issue. See below:

We have an endpoint release scheduled for the end of this month, my current understanding is it will include a fix for this Mavericks issue.
In the meantime if rebooting does not bring the Unattended Mac back online, please do the following:
1. Uninstall GoToAssist Unattended Support
2. Navigate to /Library/Preferences
3. Delete all plist files that start with com.citrixonline.gotomanage, com.citrixonline.gotoassist or com.citrixonline.g2a
4. Reboot
5. Reinstall GoToAssist Unattended Support

Comment

9 months ago

Roger

15 Posts
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Hi Stu,

Thanks for the advice but I have tried this on various computers to no avail.
As stated before the problem even happens after performing a clean install of OSX with updates to 10.9.4. Before loading any other software installing unattended Goto Assist fails...