HOW TO

How to resolve Expert being on higher version than Unattended Customer

Issue

Objective

Expert received most recent update for Remote Support. Now when connecting to an Unattended machine there is a version mismatch.

Environment

GoToAssist Remote Support

Procedure

If Expert has a higher version there are two options:
1. When connecting to an Unattended machine running on an older version there will be the following choices: Adjust My Version , Adjust Unattended Version , or Cancel - Select Adjust My Version
2. Prior to connecting to the Unattended via the software check the version noted to the right of it. If it is lower than Expert version click on the arrow to the right and choose Reset Connection. This action will force the Unattended machine to communicate with the account. Once it Refreshes, it should be on the higher version.

Answer

Cause

Resolution

Additional Information

Unattended machines communicate at least once per day automatically back to the Expert account. If the Unattended machines are communicating properly should upgrade automatically within 24-hours.