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You can use Wake On-LAN (WoL) to attempt to wake up sleeping (PC and Mac) or powered-off (PC) computers from your Unattended Support Computers list. This allows you to then connect to computers that would otherwise have been offline and unreachable.
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To attempt to wake up a sleeping (PC and Mac) or powered-off (PC) computer
1. Ensure that the computer meets all of the requirements listed above.
2. Open the Unattended Support Computers window.
- If the application is already open and running in the background, right-click the GoToAssist Expert icon in your system tray and select View Unattended Support Computers.
If the application is not already running in the background, open it and log in. Then click Unattended Support in the Viewer toolbar and select View Unattended Computers.
3. Use the Groups in the left-navigation to locate the target computer (which will be marked as “ Offline”) and click the Power On button.
Note: Although the Power On button appears for all unavailable computers (i.e., Offline), the WoL feature does not work for computers that do not meet the requirements listed above (i.e., if the computer is offline because it is not connected to the network).
4. One of the following dialogs will appear to confirm whether or not the “power on” request was successfully sent. Click OK to close it.
- Successful – If at least 1 Unattended Support Computer within the computer’s network is Online, In Session or Blocked, then the following message appears: “[Computer] may power on momentarily. We were able to send a power on request to [computer], but it may not power on because it’s offline. Please wait a moment before refreshing the unattended computers list and trying again.”
Note: Although the request was successfully sent, the computer may still not wake up if it does not meet all of the requirements listed above, or if you encounter another error.
- Unsuccessful – If no other Unattended Support Computers within the target computer’s network are online, the following message appears: “To power on [computer], you must have another online unattended computer on the same network.”
5. If the “Successful” dialog appears, then wait a few moments and click Refresh at the bottom of the Unattended Support Computers list.
- If the “Power On” request was sent and successful, the Unattended Support Computer’s status will change to “ Online” with a Connect button (instead of the Power On button). Click Connect to start an Unattended Support Session with the computer.
- If the “Power On” request was sent but was not successful, the Unattended Support Computer will remain unchanged (with the “ Offline” status and Power On button), but there will be no other indication that it did not work.
If the “Unsuccessful” dialog appears, then another Unattended Support Computer on the target computer’s network must be turned on and connected to a network before a “power on” request may be successfully sent to the target computer.
In order for you to successfully wake up (PC and Mac) or power on (PC) a computer, Wake On-LAN must be enabled.
To enable Wake On-LAN on your computer
Complete all of the following on the target computer:
1. Enable WoL in the computer’s Basic Input/Output System (BIOS).
Note: Check the computer’s user guide for instructions; if there is no option in the computer’s BIOS to enable WoL, then it may already be enabled by default.
2. Enable WoL in the computer’s network adapter.
Example: In a Windows 7 for Intel(R) 82567LM-3 Gigabit network adapter/connection, this can be done by going to the Control Panel > System and Security > Device Manager, and right-clicking the Network Adapter. Then select Properties > Power Management tab > “Allow this device to wake the computer” check box.
1. Enable WoL in the computer’s network adapter.
Example: In OS X 10.6.8 (Snow Leopard), this can be done by going to System Preferences > Energy Saver > Power Adapter tab > “Enable for Ethernet network access” check box.
2. Connect the computer to the power adapter (i.e., not running on battery alone) in order for it to be woken up remotely.