Frequently Asked Technical Questions
We appreciate your technical questions, so we've posted answers to those that we hear most often.
If you don't find the answers you need here, send your questions to support@gotomanage.com. To ensure that our responses do not get blocked by your spam filter, add support@gotomanage.com to your address book.
Getting Started FAQs
- What if I never received a registration email and am unable to log on to my web site?
- How can I turn on GotoAssist Pro, being a technician of GoToManage?
- How do I install and configure my Crawler?
Crawler FAQs
- How much bandwidth does the Crawler use when probing the network?
- I'm think I am having Datakey-related issues. How can I find out what is wrong?
- The WMI or another specific plugin fails, what can I do?
- How much of a device's system resources does the Crawler use when gathering data from it?
- Can I keep the data collected by the Crawler on a system locally, rather than upload it to your servers?
- Does the Crawler support Linux?
- I never added SNMP credentials to my Crawler, yet I see statistics from one of my switches. Why?
- I added SNMP credentials to my Crawler, now how can I verify that it's working?
- How can I get the SNMP data from my switches updated more frequently?
- What is the scanning interval for devices entered into the SNMP Interface Statistics Plugin?
- How can I give my Crawler access to the Windows computers on my network?
- Do I need to restart the Crawler for configuration changes to take effect?
- Why is the install wizard too small to display all the information, and not resizeable?
- How do I add the Crawler plugins?
- Does GoToManage have a function that shows me shared network drives on every workstation or server over my network?
- When I installed the Crawler in Vista 32 bit, why does the Npptools.dll fail?
- When installing the Crawler, I get an "Error opening file for writing" message on wanpacket.dll and packet.dll. Why does this happen?
- Why are Crawler finds sometimes different from UI finds?
- Is a Device the same as a System? Is IT Information Indexed the same as a Directory Item?
Dashboard FAQs
- How do I create a new Dashboard?
- How Do I create a new Alert?
- How do I delete a company and/or user from my account?
Remote Support FAQs
- What is the size of the file that my customer downloads to engage in a screen-sharing session with me?
- Are there any files or folders left on my customer's computer after the session ends?
- Does my customer need admin privileges to join a support session?
- Is the plug-in virus-free?
- Is there a time-out when no activity occurs on either my computer or my customer's computer?
- Is there a limit to the duration of a session?
- Is there a limit to the number of sessions that I can run?
- What is the max number of sessions I can hold at once?
- How do I draw and erase the drawings on the shared screen?
- Can I copy and paste text between my customer's PC and mine?
- What is the largest file size that I can transfer between my customer's computer and my own?
- If GoToAssist Express finds no Internet connection to restart a session, how long until it quits searching?
Screen sharing FAQs
- How can I switch from Customer Screen Sharing to Share My Screen? How can I switch back?
- I would like to chat or share the screen of more than one customer. How would I do this?
- Can my customer temporarily end screen sharing and reconnect without reinitiating the entire session?
- How can I take a screenshot of my customer's screen?
Unattended support FAQs
- Why can't I set up unattended support on my customer's computer?
- What if I forget the access code to one of my unattended support computers?
- Can I set up unattended support while physically present at my customer's machine?
Remote Support connection FAQs
- What are the minimum browser requirements to begin a screen-sharing session with my customer?
- What ports does GoToAssist use?
- Why don't the arrow keys and the number pad on my keyboard operate (i.e., allow me to move my cursor or type numbers); they only scroll the Viewer window?
- What File Transfer Protocol is used in GoToAssist?
- How do I alleviate an Internet Traffic Jam or slow connectivity?
- How does my customer alleviate Internet Traffic Jams or slow connectivity?
- Can I remotely print using GoToAssist Express?
- Is Remote Support proxy-aware?
- Do the Windows User Account Controls (UAC) need to be on to use GoToAssist Express on a customer's machine?
- How does Remote Support reboot a customer's computer into safe mode on Windows XP/Windows 2000?
Remote Support error messages
- The file may have been corrupted in transfer. This message appears after I transfer a large file (e.g., 80 MB) to my customer's computer, and notice that the file size is much smaller on my customer's computer.
- The page cannot be displayed. This error message is displayed when my customer goes to our support page to initiate a screen sharing session.
- OS Not Supported. This message appears when my customer begins a screen sharing session.
Search FAQs
- Why don't I see any information from devices not on my local subnet?
- How can I test that WMI information is retrievable from my Windows computers?
- Why doesn't GoToManage recognize my network adapter or IP address during installation?
- What are the circumstances that lead to exceeding your device count limit?
- An item in my inventory is either missing or lacks rich information, why?
PQL FAQs
- In PQL, where in case sensitivity important, and where is it not?
- Why do I get this error message: “Syntax error in line 4 at character 30, didn't expect ‘index’ here”?
- How do I combine multiple sets of data onto one graph?
Billing FAQs
