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Refresh or Reset Unattended Computers

If you are unable to connect to an unattended support computer that is not otherwise in session or removed, you can try refreshing its status or resetting its connection.

Note: Access to the Unattended Support feature (including those described here) is dependent upon your user group settings or your individual user settings, which are set by your administrator.

Topics in this article:

Refresh all of the unattended computers for a device group

Refresh or reset the connection of an unattended computer via the GoToAssist Expert desktop application

Reset the connection of a device via the web

Refresh all of the unattended computers for a device group

To refresh the statuses of all unattended computers assigned to a single device group, agents can do the following:

  1. Open the GoToAssist Expert desktop application.
  2. Click Unattended Computers in the toolbar and select View Unattended Computers, or right-click the GoToAssist Expert icon in your system tray (Windows only) and select View Unattended Support Computers.

    Note: If access to the Unattended Support feature has been disabled by your administrator, then the Unattended Support menu in the Viewer toolbar will be disabled (i.e., grayed out).

  3. Use the left navigation to select your desired device group.
  4. You can use the Last Refresh time (e.g., Refreshed < 1 min ago, Refreshed 5 min ago, Refreshed 1 hour ago, etc.) in the bottom navigation, which will indicate the last time all of the unattended computers were refreshed for your selected device group. This timer counts up in 1 minute increments per device group.

  1. Click Refresh to refresh the statuses of all unattended computers for your selected device group.

    Note:  Each device group will display its own Last Refresh time.

Refresh or reset the connection of an unattended computer via the GoToAssist Expert desktop application

To refresh or reset the connection of a single unattended computer using the GoToAssist Expert application, agents can do the following:

  1. Open the GoToAssist Expert desktop application.
  2. Click Unattended Computers in the toolbar and select View Unattended Computers, or right-click the GoToAssist Expert icon in your system tray (Windows only) and select View Unattended Support Computers.

    Note: If access to the Unattended Support feature has been disabled by your administrator, then the Unattended Support menu in the Viewer toolbar will be disabled (i.e., grayed out).

  1. Use the left navigation to find the correct device group and the desired unattended computer. Click the arrow icon and select either of the following:
  • Refresh – This will refresh the displayed status of the selected unattended support computer.

    Note: The Last Refresh time indicates the last time all of the unattended computers for a device group were refreshed (i.e., via the Refresh button in the bottom navigation of the Unattended Computers List view), not the last time a single machine was refreshed. Refreshing the status of a single machine will not change the Last Refresh time.

  • Reset the connection – This will completely reset the connection between the GoToAssist system and the computer, which can be useful if an error caused the computer's status to become "offline", "in session", etc. when it shouldn't be (i.e., if it is stuck at "In session," even though the session has ended, this should reset it to "Online"). Note that resetting the connection will end any support sessions in progress.

Reset the connection of a device via the web

You can reset or refresh a device from the web using your Dashboard or Devices page, as follows:

  1. Log in at http://up.gotoassist.com and select the correct device group.
  2. On the row of your desired device, click the Options icon , then click Reset Connection to reset the connection to your device.

Related articles

Set Up Unattended Access

Start Unattended Support Sessions

Move Unattended Computers

Rename Unattended Computers

Delete Unattended Computers and Remove Unattended Access

Wake Sleeping Computers (Wake-on-LAN)