GoToAssist Corporate (v11.5, b1165) Release Notes

Released September 11, 2015 (PST)

SUMMARY:

  • Mobile app changes
    • Update for GoToAssist Corporate (ICS) app for Android
      • App crash fix for screen sharing on on v5.0 (Lollipop)
    • Update for GoToAssist Corporate (LG) app for Android
      • Support for Android 5.0 (Lollipop)
      • App crash fix for screen sharing on v5.0 (Lollipop)
      • Various bug fixes
  • Management Center changes
    • New portal setting for customer chat sound
  • GoToAssist Corporate Customer Standalone Application changes
    • Improvements to automation options
  • HelpAlert Desktop App changes
    • Drawing tools for Mac
    • New session viewer for customer
  • Customer Chat changes
    • New setting for customer chat sound

What’s New?

Mobile app changes

Update for GoToAssist Corporate (ICS) app for Android

App crash fix for screen sharing on v5.0 (Lollipop)

  • Android customers running Android v5.0 (Lollipop) will no longer encounter an app crash when screen sharing is initiated by the representative.

Update for GoToAssist Corporate (LG) app for Android

Support for Android OS 5.0 (Lollipop)

  • Android customers running OS 5.0 (Lollipop) can now join support sessions from their LG device when using the GoToAssist Corporate (LG) app for Android.  Previously, only devices running Android OS 4.4 (KitKat) and below were supported.

JoinSession

App crash fix for screen sharing on v5.0 (Lollipop)

  • Android customers running Android v5.0 (Lollipop) will no longer encounter an app crash when screen sharing is initiated by the representative.

Management Center changes

New portal setting for customer chat sound

  • Company and team managers will now see an option in the Management Center to enable sound for customer on chat receipt.
    • Note:  This portal setting must first be enabled within Internal Admin for a portal, as shown in the previous section.
  • To enable sound for customer on chat receipt within the Management Center as follows, do the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Portals from the menu on the left navigation.
    3. Click the drop-down Arrow icon ArrowDown  then click on your desired portal name. portals

4. Check the box for Enable sound for customer on chat receipt.

5. Click Save Settings.

enable.png

GoToAssist Corporate Customer Standalone Application changes

Improvements to automation options

  • Administrators can view details about improvements to the customer-side standalone executable by downloading the Agent Side SDK from the Management Center as follows:
    1. Log into the Management Center at  https://broker.gotoassist.com/manager
    2. Click Downloads on the left navigation.
    3. Click Download Integration SDK and Information.
    4. Click Download SDK AgentSide.
    5. Save or open the .zip file.
    6. Open the GoToAssist_Corportate_DevelopersGuide_CustomerSide_API.pdf.
  • The following changes will be included within the GoToAssist Corporate Customer Side API Developers Guide:
    • Automation of the standalone executable for Mac.
    • Additional options for detecting the state of the customer’s remote control session.
    • A sample application, demonstrating all of the customization options of the customer standalone executable.  This source code is included in the G2AC_Customer_COMDemo folder, which can be found within the the GoToAssist_Corporate_Demo_CustomerSide_API.zip of the GoToAssist_Corporate_SDK_AgentSide.zip.

HelpAlert Desktop App changes

Drawing tools for Mac

  • Representatives will now see annotation tools available when they provide support to customers who launch their sessions from Macs.  Previously, drawing tools were only available for support sessions that were launched from a computer using the Windows operating system.  To access drawing tools during a support session, representatives can click the Draw drop-down menu from the session viewer window, then select from Pen, Highlighter, or Arrow Stamper.  When annotations need to be cleared from the screen, click the Draw drop-down menu, then select Erase Drawings.RE.png

New session viewer for customer

  • When a representative chooses to share their screen with the customer, the session viewer on the customer side will now appear the same as the representative viewer.  The drop down menu items are all the same except for the Session, Tools and System menu items in the customer’s session viewer, which will be limited compared to that of the representative, as follows:
    • Session menu for customer – Exit
    • Session menu for representative – Close viewer, Invite to session, Transfer session, Leave session, Close session, Exit all sessions
    • Tools menu items for customer – Send files
    • Tools menu items for representative – Send files, Send clipboard, Preferences
    • System menu items for customer – Remote diagnostics
    • System menu items for representative – Request system information,  Send Ctrl + Alt + Del, Run as a service, Reboot and reconnect, Reboot and reconnect in safe mode, Request login credentials, Apply login credentials, Reboot in safe mode with credentials

g2alol.png

Customer Chat changes

New portal setting for customer chat sound

  • When a customer visits a chat portal (i.e., native or web) and the portal setting Customer Chat Sound Enabled is set to True, then sound for incoming chat messages will automatically be on, but can be turned off by customers within the chat settings.
  • Customers can disable sound on chat receipt for native chat as follows:
    1. On the customer chat box, click Tools.
    2. Click Disable sound on chat receipt.

DisableSoundNativeChat

    • Customers can toggle the sound on/off on chat receipt for web chat as follows:
      1. On the web chat window, click Sound on/off to toggle.

chat

Bug Fixes

The following changes, fixes and Customer Care escalations were included in the GoToAssist Corporate (LG) App for Android (v1.0.99) release:

  • Changes made to color (from light grey to white) of text input field.
  • Cosmetic changes made to “About” and :Send Logfiles” dialog boxes.
  • Fix for unresponsive “Send Logfiles” button.
  • Fix for being unable to exit session after rotating device to landscape mode while request notification was open.
  • Fix for screen sharing no longer updating due to no in-session activity.
  • Fix for text input field in chat disappearing after opening “About” menu from customer/representative side while in portrait mode.
  • Fix for Menu icon disappearing after opening “About” menu on customer side while in landscape mode.
  • Fix for error message when Representative ends session due to “Leave session” issue on customer side.
  • Fix for incorrect error message when customer ends session via Exit (X) button.
  • Fix for not receiving second request notification after first request dialog box was open while device rotated to landscape mode.
  • Fix for in-focus keyboard disappearing when rotated to landscape mode.
  • Fix for previous language displayed after changing the device default language.
  • Fix for customer being unable to leave the session after app goes into background mode.
  • Fix for chat notification issues while app is in background mode.
  • Fix for “About” fialog box displaying incorrectly when Russia is localized.
  • Fix for customer joining session after representative has altered the session URL.
The following changes, fixes and Customer Care escalations were also included in the GoToAssist Corporate (v11.5, b1165) release:
  • Fix implemented for queue mode with no response not showing correct message on Macs.
  • Fix implemented for the root causes of never-ending sessions.
  • Fix implemented for posted query not ending correctly after restart process has been broken.
  • Fix implemented for queries that never leave an “in session” state because they finished while the broker server was down.
  • Fix implemented to enable modifier key strokes for Mac on OS 10.4, 10.5, 10.6, 10.7.
  • Fix implemented for upper/lowercase handling of G2AC account login name for DTS links.
  • Fix implemented for multi-monitor features.
  • Fix implemented to ensure the Internal Admin URL does not end with slash.
  • Fix implemented for the root causes of McAfee’s additional 7% failure rate of chats since v10 upgrade.
  • Fix implemented within Internal Admin for no error message displaying when an internal admin inputs negative number in field “Maximum Session Record Size (in MB).”
  • Fix implemented on the session end notification for invalid channel if accessing session recordings via embedded link.
  • Fix implemented for the Management Center on a Mac displaying the session replay passphrase submission box as misaligned.
  • Fix implemented for the search popup functionality maintaining the uniformity of case sensitivity for all Type (i.e., Team, Rep, and Portal) searches.
  • Fix implemented for a hidden error message when entering too many characters in the “Field Label” in Internal Admin portal settings.
  • Fix implemented for broken formatting in webchat after copying and pasting text with a different alignment.
  • Fix implemented for representatives receiving “Unauthorized Participant” dialog after starting HelpAlert on the i3 integration server.
  • Cosmetic changes applied within the Management Center.
  • Fix implemented to ensure expert designation is present (phone mode only) when a customer tries to post another query.
  • Fix implemented to the refresh rate of the Representative Monitor on the Dashboard.
  • Fix implemented to allow changes to be made to the session replay passphrase when using Chrome on Mac 10.8.
  • Fix implemented for the file transfer feature where the representative leaves session during mid-transfer and file received is half finished.
  • Fix implemented for the Smartbox Portal where the representative receives an “Unauthorized Participant” error message if the customer tries to join a finished session.
  • Changes made to modify phone portal error messages for session code entry.
  • Cosmetic changes applied to correctly display the message regarding the requirement of a Java-enabled browser.
  • Fix implemented to display correct error message when trying to creating SmartBox portal on the Dell Stage server with a portal link that does not begin with “dell”.
  • Cosmetic changes applied to the rating form within the Internal Admin to display the same text in all the broker environments (i3, i5 & Stage).
  • Fix implemented to correct an issue phantom chat session timeout.
  • Fix implemented for deleted managers having the wrong login ID in database.
  • Fix implemented for “Unauthorized Participant” error being displayed after a representative logs in to HelpAlert.
  • Cosmetic changes applied to the frame (i.e., for being too small if the browser’s zoom factor is smaller than 100%) for setting the session replay passphrase within the Management Center.
  • Fix implemented to sort the representative list (i.e., last name, first name) in the Management Center.
  • Fix implemented for representatives with Management Center access being unable to log in (e.g., encountering <Page Not Found> on the Stage server.
  • Fix implemented to for being unable to add a new representative at first (i.e., with the correct email address format), but being able to successfully create during the second submission(i.e., without changes) within the Internal Admin.
  • Fix implemented on phone mode portals for the “No Reps Available” feature when customized text is involved.
  • Cosmetic changes applied to the subject line of the email notification (i.e., “Concurrent licenses exceeded) that is sent when the portal’s maximum concurrent license count has exceeded.
  • Fix implemented to ensure invited representatives that have accepted the invitation to a session will be connected.
  • Fix implemented on HTML chat for saving logs on a mobile device.
  • Fix implemented on HelpAlert for Windows when RPC calls are incomplete/no error handling.
  • Fix implemented for some session replay sessions older than 90 days showing odd characters in tool tip on Firefox.
  • Fix implemented for Internal Admin’s ‘created by’ field.
  • Fix implemented in HTML Chat where the chat log saved in Chrome browser on Android device previously had a .bin extension.
  • Cosmetic change applied in HTML Chat to fix a large blank space between keyboard and chat area on a Windows phone.
  • Fix implemented in HTML chat where sessions on IE8 do not appear to function.
  • Cosmetic changes applied to ensure the old design is no longer the default if a new portal is being created.
  • Fix implemented  in HTML chat where the chat log appears without line breaks for some iOS devices.
  • Fix implemented in HTML chat where the the chat session would not always start as expected.
  • Fix implemented in HTML chat where connection issues would occur on sessions launched on Windows phones.
  • Fix implemented in HTML chat where the chat log on Windows phones would be empty.
  • Fix implemented in HTML chat where the chat log on Android devices would be empty.
  • Fix implemented in FlashChat where the text within the “About” window did not translate correctly in all languages.
  • Fix implemented for “Error 1879291277” to corrently display “Unsupported OS” instead.
  • Fix implemented in HTML chat where the first session would not start as expected.
  • Fix implemented for representatives encountering a soft lockout on the 5th attempt when the actual soft lockout is set to 2 attempts.
  • Fix implemented to correctly allow the customer chat box to remain hidden even when screen sharing is enabled in the portal settings.
  • Fix implemented to correct HelpAlert status and Dashboard discrepancies.
  • Fix implemented to correctly identify Windows 10 in the system diagnostics.
  • Fix implemented for “Oops, an error has occurred” error message intermittently when deleting teams, parent portals, and managers in Internal Admin.
  • Fix implemented for being unable to log into the Management Center on the i3 integration server.
  • Fix implemented for a generic “502, Bad Gateway” error when creating a representative account and including a blank space within the password field.
  • Fix implemented within file transfer on Windows to ensure temp transfer file is removed if customer quits transfer or exits session.
  • Fix implemented for error message on portal page when trying to join a native session via gotoassist.me
  • Fix implemented within the search criteria of monthly reports Search a monthly Report- Filtering mistake in field “Report Data for”.
  • Fix implemented  for session binaries not being cleared from temp folder after session end.
  • Fix implemented for check box becoming unchecked when attempting to save a password.
  • Fix implemented within HTML chat to resolve the error, “Something’s gone wrong on our server” when reloading the OS not supported page.
  • Fix implemented within the Management Center to allow special characters to be decoded when editing a report.
  • Fix implemented to allow modification of a login ID (i.e., email address) of an account manager.
  • Fix implemented within the broker server for several null references for velocity variables being found in the broker logs.
  • Fix implemented within the Management Center to allow a user to delete multiple monthly reports simultaneously.
  • Fix implemented within HTML chat to display the welcome message for queued HTML chats.
  • Fix implemented to disallow the Rep Performance Report from displaying negative “Total Clock Time.”
  • Fix implemented to allow the version of the Customer Standalone application to be upgraded without encountering an error.
  • Fix implemented within the Management Center to show a localized value in the initial drop-down menu of the Session Replay Passphrase.
  • Fix implemented within HTML and Webchat sessions to start as expected instead of waiting in a queue.
  • Fix implemented to prevent the display of a connection error message when the representative exits the session while customer is rebooting into safemode.
  • Fix implemented to display a connection error message when the customer reboots into safemode and the representative’s connection times out.
  • Fix implemented to enable the “Escalation to Standard Session” button on supported operating systems.
  • Fix implemented to prevent scheduled reports from being sent every 5 minutes after changing the report name.
  • Changes applied to display a message informing the representative that the customer’s machine is rebooting.
  • Fix implemented within Webchat to allow the customer to click once to close an active session in Firefox.
  • Fix implemented within HTML chat to synchronize the exchange of chat messages between representative and customer.
  • Fix implemented to create a .dat file in the temp folder on a customer’s machine when a session transfer is initiated.
  • Fix implemented within Webchat to execute the correct amount of connection probe tasks per mcs server.
  • Fix implemented to prevent an error message from displaying upon clicking “Update portal” when no portal values have been changed.
  • Cosmetic changes applied to show a localized version of the value “Portal” in Session Replay Passphrase page.
  • Fix implemented for joining sessions on Android devices with certain internal admin settings applied.
  • Cosmetic changes applied to correctly display the contents of the viewer window when resized on an Android device using the GoToAssist Corporate app.
  • Fix implemented to display the correct viewer window between two different client machines.
  • Cosmetic changes applied within the Management Center when viewing the ‘Session Replay Passphrase’ Password text box on a Windows 8 machine.
  • Fix implemented to allow Webchat sessions to start as expected when using the Spartan browser on a Windows 10 machine.
  • Fix implemented within HTML chat after to display chat messages sent between the representative and customer after a network connection is lost, then reconnects.
  • Changes applied to display the correct dialog after a Webchat customer manually refreshes the waiting page while in queue.
  • Fix implemented within remote diagnostics to correctly store the version of Internet Explorer in the database.
  • Cosmetic changes applied within the Management Center to align the input button with input fields on the Forgotten Password page.
  • Cosmetic changes applied within the Management Center to show instructional text on page instead of as a tooltip when creating a monthly report.
  • Cosmetic changes applied within the Management Center to fix an empty first row in the populated Session Review list when using Firefox.
  • Cosmetic changes applied within the Management Center to localize the text on the Session Replay Passphrase page.
  • Cosmetic changes applied to the viewer menu after a reboot/reconnect occurs.
  • Fix implemented to prevent the text from the customer’s clipboard to be pasted onto the representative’s screen.
  • Fix implemented to prevent the Customer Standalone application from crashing when it is run from certain locations.
  • Cosmetic changes applied to display the session end survey correctly on IE9.
  • Fix implemented to correct an issue with the launcher that is used in the Session Replay app when using IE in Windows or Safari on Mac.
  • Fix implemented within the Management Center to remove “a Java-enabled browser is required” message on the Session Review page.
  • Fix implemented to ensure when a user right-clicks on the session recording, chat, or remote diagnostics icons on the Session Review page, it will open the Session Replay app, followed by the launcher.
  • Fix implemented within the Management Center on the Session Review page to display the message, “This feature is not compatible with your operating system…” to non-Windows users.
  • Fix implemented within SQL queries to apply ‘rownum < x’ filter after ORDER BY is executed.
  • Fix implemented to to allow a customized “submit” button to SmartButton  portal option “Submit Button Text” doesn’t work anymore.
  • Fix implemented to display customer’s screen in the representative’s viewer window when screen sharing occurs.
  • Fix implemented to enable the System drop-down menu in the viewer window.
  • Fix implemented in build 1142 to correct various file transfer issues.
  • Fix implemented to prevent the app from crashing when closing the Webchat session.
  • Fix implemented in Webchat to allow the “End Session” dialog box to be moved.
  • Fix implemented within the Management Center to allow the Session Replay app to open chat logs and session reviews.
  • Fix implemented within the Management Center to translate the Terms of Service dialog text to localized language.
  • Fix implemented to prevent deleted reps to be counted as a dedicated seat.
  • Fix implemented within HTML chat to fix a scrolling issue in the Send input field on a Windows phone.
  • Fix implemented to disable the “View in a new window” menu item in the viewer if the rep is only hosting one session.
  • Fix implemented within the Management Center when creating a new rep account:  Method getTeam always returns parentKey=null and empty subteamKeys list.
  • Fix implemented to prevent the Session Replay app from crashing after download.
  • Fix implemented for missing .g2a file extension.
  • Fix implemented within the Management Center when downloading HelpAlert the and attempting to log in, the rep login id invalid.
  • Fix implemented within the Management Center when creating a new rep to prevent successfully updating a mandatory field with empty string.
  • Fix implemented to allow file transfer from customer to rep to initiate when using file transfer from the viewer menu.
  • Fix implemented to correct a discrepancy in viewer menu items when the rep shares their screen.
  • Fix implemented to allow the viewer window to enter full screen mode when connected to Mac customer.
  • Fix implemented to prevent a timeout error in HelpAlert on session end.
  • Fix implemented to enable “Close Session” and “Exit All Sessions” in the viewer menu for the Manager during a Silent Monitor session.
  • Fix implemented within the Web services API for getReplayComponentDownloadURLReturn not correctly resolved.
  • Fix implemented to correct an issue where the Launcher applications starts but does not replay the session.
  • Fix implemented to allow screen sharing to restart after the customer’s machine is rebooted and the session is reconnected.
  • Fix implemented within the Management Center to remove the downloaded recording file (.g2a file) automatically when the Session Replay app is closed.
  • Fix implemented for a SmartPage redirect requested by a customer.

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