TROUBLESHOOTING

Installing Unattended Support On One Computer Removes It From Another

Issue

  • Expert is installing unattended support on several machines
  • When installed they show up in the unattended list with the same name
  • Computers were imaged from a single pc

Objective

Environment

  • GoToAssist Remote Support
  • Unattended support
  • Windows

Procedure

Answer

Cause

Resolution

There are registry keys that must be removed from the imaged PCs to allow unattended set up to run properly.
To remove the GoToAssist Unattended Support registry keys in Windows XP, Vista , Windows 7 , Server 2003 and Server 2008 (32-bit) :

  1. Press Start
  2. Click Run
  3. Type regedit in the text box
  4. Click OK
  5. Navigate to HKEY_Current_User\Software\Citrix\Gotoassist Express Customer
  6. Delete the contents in the folder(s) GoToAssist Express Customer
  7. Navigate to HKEY_Local_Machine\Software\Citrix\GoToAssist Express Customer
  8. Delete the contents in the folder(s) GoToAssist Express Customer
  9. Navigate to HKEY_Local_Machine\Software\Citrix\GoToMange
  10. Delete the contents in the folder(s) GoToManage
  11. Restart the computer
  12. Reinstall GoToAssist Unattended Support

To remove the GoToAssist Unattended Support registry keys in Windows 7, Vista, and Server 2008 (64-bit) :
  1. Click Start
  2. Click Run
  3. Type regedit in the text box in the text box
  4. Press Enter or click OK
  5. Navigate to HKEY_Current_User\Software\Citrix\GoToAssist Express Customer
  6. Delete the contents in the folder(s) GoToAssist Express Customer
  7. Navigate to HKEY_Local_Machine\Software\Wow6432Node\Citrix\GoToAssist Express Customer
  8. Delete the contents in the folder(s) GoToAssist Express Customer
  9. Navigate to HKEY_Local_Machine\Software\Wow6432Node\Citrix\GoToMange
  10. Delete the contents in the folder(s) GoToManage
  11. Restart the computer
  12. Reinstall GoToAssist Unattended Support

Additional Information