Hi, we added more resources for all of the services and continue to closely monitor for errors.
At times, in V4, I can reset connection then refresh my unattended client, and then get in. It takes about 1+ min. to connect vs. the previous 20 sec. or so as in the past.
Same here. Day 4 of major connection issues! Unattended not consistently populating in GTAE V4 and V5 and, if it does, I cannot connect. Was able to connect to an unattended client in V5 where I was not able to in V4. In middle of my session, I lost connection and then it came back about 2-3 min. later.
Very unstable!!!
Still having issues... Devices keep disappearing in app and web. When they do show either slow to connect or not at all... You guys keep saying it's fixed when it is clearly not. Please provide an update.
Hi, we're aware that the unattended computers list is still requiring a manual refresh to populate at times, but there should not be any other issues with connecting and holding a support session. If you are experiencing other issues please provide more details.
XYZ1234, what version of GTAE are you using? I have had better succes today with GTAE V5.
I still can't connect to any unattended computer at all
Day 3 has been hit or miss for unattended support. Getting better. Unattended list populating more quickly. Unattended devices I could not connect to this morning, I can connect to now.
Things appear to be stabilizing. In my tests Unattended sessions are still a little slow to connect, but once the session connected there was no lag. We are continuing to monitor things closely.
On V4, I see "Creating Support Session" with a circle suggesting activity, but typically within 20 sec. I am in. The session just hangs and hangs, many minutes go by, and then timeout message "no active sessions".
On V5: I click connect to client PC, it states "waiting for device to connect', and after about 1 min., I receive "This device seems to be offline at the moment."
@Kaz111, no, it is not a breach issue.
Thanks for quick reply Glenn. It is hit or miss and mainly miss for me. Tried an unattended remote connection after your communiation and got it, then exited, and tried another unattended with a client on the phone and it failed to connect. Populating my unattended list is very slow and, at times, it does not populate at all after a refresh. I exit GTAE V4 and try again - again hit or miss, mainly miss. Same with GTAE V5 - hit or miss on populating unattended remote devices. I hope you are not dealing with a breach issue.
Hi @Kaz111, I apologize for the frustration. The issue is complicated and we have everyone working on it. We have rerouted what traffic we can and are seeing improvements, I was just able to start a GTARS v4 session and connect to a computer so you may want to try again now.
Was not able to leave content so trying again. Very frustrating these last 2 days with prolonged issues with GTAE V4 and V5. Cannot start new sessions nor connect to unattended devices. I don't recall GTAE support taking this long to resolve issues. This is lost business or 2 days straight now. I know support is working on this. What is really going on?
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