nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Home

GTA support for entering admin credentials in remote session

Richard Davis

feature request: it would be nice to be able to key in the administrator password while on a session with a person that only has user rights on their local PC... most of the time you don't want to give out admin credentials--kind of negates the point of having them!

Find more posts tagged with

Status: New

Comments

GlennD

Attended Session = in a GoToAssist Remote Support session with the user.

A Standard user will be prompted for admin credentials no matter what install method is used for Unattended Support, as it i needs to Run as a Service in order to function. So for now at least, you would need to be locally at the computer to set it up as we pause screen sharing while the user enters the credentials.

Fred Marshall

So, I take it that you mean "to set up unattended support" locally .....
and
"during an Attended Session means "not locally".

The distinction is critical in these cases.

So, if I have that correct then:
To set up unattended support locally, you have to enter admin crednetials. So, a Standard User would not be able to do this without having admin credentials but I would be able to if I'm there.

I'm not sure when and where "you cannot enter the admin credentials" because that's rather common practice while in an Attended Session. So this must be something particular to GTA?

GlennD

Hi Fred,

To set up Unattended Support you have to enter admin credentials or the set up will not complete. There is an option not to store the admin credentials but that only means the Technician has to manually enter valid login credentials when they connect to the Unattended PC, the Unattended software is still Running as a Service regardless.

What you can do is update the stored password on an existing Unattended computer https://blog.gotoassist.com/gotoassist-remote-support-v2-4-b857-release-notes/

What you cannot do is enter the admin credentials while you are setting up Unattended Support during an Attended Session.

Fred Marshall

This reply was created from a merged topic originally titled Run as a Service.

I'm not sure if this is an "idea" or a "question" or a "problem"... :-)

Here is the situation:

We are moving most of our client logins to be Standard users rather than Administrators.
As I understand it, if Unattended Support is not set up with an Administrator password then it will not run as a service.

Imagine this scenario please:

- I have the Administrator login information.
- The current user (that I'm on the phone with) only has a Standard User profile and I can't give the Admin login info away.

I want them to interact with me to set up unattended access running as a service.
I need to be able to switch users after it's set up.

What is the recommended process to use in cases like this? I can enter Admin credentials when I'm working on a Standard profile - so that's not a problem.

But, and maybe this is more the issue, even when I know the Admin login, I can't affect the GTA Unattended Access user/password. It would be nice to be able to do that because otherwise I'm stuck with messing around with UltraVNC or RDP or ..... and often that doesn't help!

Here's an example:
- We set up unattended access with a Standard User login. (Now, actually, I've not found this to be an issue re: running as a service .. but I did read http://support.citrixonline.com/en_US/gotoassistremotesupport/help_files/G2ARS050009
and now doubt that this is guaranteed to work.
- Now I want to change the unattended login to an Administrator .. but the person at the other end (if there is one) doesn't have those credentials. Only I do.

Quick Links

Don't forget to Vote!

If you found this discussion useful, why not register/sign-in? It only takes a minute to add your support and vote for a new feature!