TROUBLESHOOTING

Why does HelpAlert show that I'm already logged in when I'm not?

Issue

  • "There is another user currently logged in using this account. If you continue, the other user will be logged off. Do you wish to proceed?"
  • Error occurs when logging into HelpAlert that another representative is logged in to

Objective

Environment

  • GoToAssist [Corporate]
  • Windows 10

Procedure

Answer

Cause

Representative attempts to log in when the software is already running.

Resolution

  1. Right-click the HelpAlert icon in the system tray
  2. Choose Show List View
  3. Click Options
  4. Uncheck Hide When Minimized

Additional Information