Archived Monitoring Release Notes (3/12/14 and older)

GoToAssist Monitoring (Crawler v4.2.22.2159) Release Notes

Released March 12, 2013


  • Removing Windows Services, Programs and Hardware from Inventory
  • Fix for Configuring Crawlers

What’s New?

Removing Windows Services, Programs and Hardware from Inventory

  • When a Windows service, program or hardware item is removed or uninstalled from the network, it is now properly detected by the Crawler and removed from the Inventory app.

Bug Fixes:

Fix for Configuring Crawlers

    When configuring networks and devices for the Crawler to scan, technicians can now only add addresses (previously, they could also choose to add groups to the configuration, but the feature did not work properly). The option to add groups has been removed from both the web application (Data Collection > Networks to Scan tab > Add Group or Address) and the Crawler Setup Wizard.

    • Note: The text has not yet been updated to reflect the change, so although it still reads “Add Group or Address,” only adding addresses is now available.

GoToAssist Monitoring (13.2 Web) & Remote Support Release Notes

Released February 27, 2013


  • Inventory App Updates:
    • User History in Inventory
    • “24 Hours” Message for New Devices
    • New Default Custom Fields
    • New Asset Retirement Report
    • Sorting in Software Group
  • Search Box for Companies Menu
  • Accuracy of Information
  • Removal of Remote Support Indicators for Devices
  • Update for Forum Links
  • Multiple GCS Escalations

What’s New?

Inventory App Updates

  • The following updates were made to the Inventory app:
    • User History in Inventory: The Users tab now shows a 3-month user history at the top of the page. Previously, this information could only be accessed by clicking each user individually.2-28-2013 12-48-10 PM
    • “24 Hours” Message for New Devices: When a new device is added to the Inventory, the following message now appears on the Device Details page: “This device was discovered less than a minute ago. Full details will show in approximately 24 hours after discovery.”2-28-2013 12-30-15 PM
    • New Default Custom Fields: On the Device Details page, the Custom Fields section now includes the device’s Date of Purchase, Asset Tag and Retirement Date. Technicians can fill in these fields by clicking Edit, or they can add or change the fields by clicking Configure.2-28-2013 12-06-36 PM
    • New Asset Retirement Report: A new Asset Retirement report is now included in the standard reports, which technicians can use to view all devices that have exceeded their retirement date. The report includes device name, purchase date, retirement date and days beyond expiration.2-28-2013 12-12-59 PM
    • Sorting in Software Group: The Inventory table on the Software group can now be sorted by clicking the column headers.2-28-2013 12-21-58 PM
    • Accuracy of Information: Changes were made to improve the accuracy of Inventory data with computers with data collected by both Crawler and off-LAN data collection of the GoToAssist Customer desktop application and to reduce the likelihood of duplicate devices.

Search Box for Companies Menu

  • The Company menu in the left navigation now contains a search box for accounts with a large number of Companies. Technicians can click the Magnifying Glass icon2-28-2013 4-54-18 PMto activate the search box, and results will display as you type.

2-28-2013 12-53-52 PM

Update for Forum Links

2-28-2013 1-28-54 PM

Bug Fixes:

Fix for Sorting on Patches Tab

  • At Inventory app > Patches tab, the “Installed on” column of the Installed Patches table sorts correctly. Previously, it was sorting by first character rather than the full date.

Fix for Removing Information from Inventory

  • When software, Windows services, hardware and license keys are removed from devices in the Inventory, the change is now reflected in the Inventory data. Previously, all former data would remain.

Fix for Removal of Remote Support Indicators for Devices

  • Devices that are not Windows or Mac machines no longer display the Unattended Support indicators (for Remote Support) in the top right (shown below).

2-28-2013 12-58-55 PM

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.21.2138) Release Notes

Release January 30, 2013


  • Changes to Users & Permissions settings and interface
  • Custom Device Type Groups in Inventory App
  • Saving Custom Reports
  • Adding device without the IP address
  • XenServer and VMWare standard alerts
  • Windows 8 Devices in Inventory
  • Testing Crawler SNMP Credentials

What’s New?

Changes to Users & Permissions

  • GoToAssist user permissions (Configure > Users & Permissions) now provide the following options:
    • Administrator: These users can add/modify other users and companies on the account, as well as access all account data and modules (Remote Support, Service Desk and Monitoring when appropriate seats are assigned) that the account includes. Administrators always have access to all companies on the account.
    • Standard User: These users have access to all data and modules on the account, but cannot add/modify user, company or account settings. They can be given access to all companies on the account, or admins can select which companies they can access (previously, this option was located on a separate tab that has been removed).
    • Monitoring Read-Only User: These users can view the data in the Monitoring module, but cannot add/modify users or companies, or access other modules on the account. They can be given access to all companies on the account, or admins can select which companies they can access by clicking the link at the bottom of the tab (previously, this option was located on a separate tab that has been removed).
      • Note: The Remote Support and Service Desk tabs still retain their original functions.


    • This change affects current users in the following way:

    1-31-2013 5-08-20 PM

Note: If you feel that some of your permissions have been erroneously removed due to these changes, you can contact your account administrator and request to be changed to an Administrator role. To find the administrator(s) on your account, go to Configure > Users & Permissions and look for users with a checkmark icon in the “Admin” column.


Custom Device Type Groups in Inventory App

  • Monitoring technicians can now add, delete and modify custom Device Type groups in the Inventory app. Previously, only regular custom groups were available, but Device Type groups could not be modified from the default settings. To add custom Device Type groups, technicians can do the following:
    • 1. Go to Configure > Edit Groups (or click the Edit Groups and Device Types link at the bottom of the Inventory app).
    • 2. Click Create Device Type.
    • 3. Enter a name and description for the Device Type.
    • 4. To add devices to the group, drag and drop them from the list at the bottom of the window (each custom Device Type group must have at least 1 device assigned to it).


    • 5. Click Save when finished. A confirmation message appears at the top of the window.

    1-29-2013 2-18-27 PM

    • 6. The new group appears under “Device Types” in the Groups left navigation. It can be edited or deleted in the same manner as other custom groups are edited or deleted.

    1-29-2013 2-22-38 PM

Saving Custom Reports

  • Monitoring technicians can now save PQL queries as Custom Reports (which can be accessed in the Reports app). This allows technicians to quickly and easily run the same query at any time in the future without having to enter it in again. To save a Custom Report, technicians can do the following:
    • 1. Run a PQL query in the search box under the top navigation.
    • 2. On the results page, click the Custom link.


    • 3. In the Edit Custom Report window, enter a name and description for the report, then click Save.
      • Note: Once a report is saved, its PQL query cannot be modified. If any modifications to PQL are needed, a new report will have to be created.


    • 4. The report can be accessed, edited and deleted in the Reports app under “Custom.”


Adding Devices without IP Address

  • When manually adding new devices in the Inventory (Monitoring > Inventory > Add Device), Monitoring technicians can now specify that a device is intended for Inventory purposes only (i.e., the Crawler does not need to monitor them). To do so, technicians can select the new “Non-monitored device” check box, which disables the “IP Address” text field (these devices will automatically be assigned a IP address). Previously, IP Addresses were required for all devices.

1-29-2013 6-50-30 PM

New VMware & XenServer Monitoring Alerts

  • The following standard alerts are now available (Configure > Alerts > Add Alert > Standard Alerts tab):
    • VMware Monitoring:
      • Monitor VMware VM CPU Usage
      • VMware VM memory allocation percent free
      • Monitor VMware Server Total Memory Usage
      • VMware Datastore percent free
      • Monitor VMware Server total CPU Usage
      • VMware VM virtual disk percent free
    • XenServer Monitoring:
      • Monitor XenServer VM CPU Usage
      • XenServer Storage Repository disk percent free
      • Monitor XenServer Total CPU Usage

1-22-2013 10-34-16 PM

Windows 8 Devices in Inventory

  • Devices running Windows 8 and Windows Server 2012 are now detected by the Crawler and displayed in the Inventory.

Testing Crawler SNMP Credentials

  • When configuring the Crawler, Monitoring technicians can now test SNMP credentials. Previously, they could only do so with Windows credentials.

1-31-2013 3-25-50 PM

Crawler Details Tab

  • The Crawler installer file (.exe) now displays the Crawler’s version number and publisher on the Details tab.


Amazon Cloudwatch Plugin Removed

  • The Amazon Cloudwatch plugin no longer appears on the list of available plugins for new users. It will continue to run for accounts where it has already been configured.

Bug Fixes:

Fix for Users & Permissions

  • The Users & Permissions table now loads more quickly for accounts with a large amount of users. Previously, accounts with 500+ users saw a delay in the loading of the table.

Fix for Inventory App

  • In the Inventory app, if a device type or operating system group has no devices in it, it is deleted on the daily object cache job automatically (i.e., regardless of whether the group is deleted or not, as soon as the object cache updates properly, the UI will no longer display this group if it has no devices in it). Previously, the Delete button did not appear properly for these empty groups, so Monitoring technicians were unable to delete them.
  • When a device is deleted from the Inventory, all Inventory Field Values are also deleted from the PQL database.

Fix for Alerts App

  • The calculations for Alerts at the account level appears correctly and quickly. Previously, the query was incorrect and did not return accurate alert counts, and the results were returned slowly.
  • The CPU alert no longer reports percentages that exceed 100%. Previously, this sometimes occurred with multi-core CPUs.

Fix for Automation App

  • Running the script “execute command ‘dir'” displays correctly. Previously, it did not show up as running, even though results were received.

Fix for Data Collection App

  • When an Internet Services Test is deleted from an account, all related PQL database entries are also deleted. Previously, this data still remained on the account, which caused the deleted test’s information to continue to appear on various charts.
  • Devices and groups can no longer be added multiple times to a single plugin schedule.

GoToAssist Remote Support, Service Desk & Monitoring (Web & Crawler v4.2.19.2109) Release Notes

Released November 29, 2012


  • Read-Only Access for Users
  • New Crawler Overloaded and Daily Log Limit Alerts
  • Improved “Create a Password” Flow for New Users
  • Custom attributes and group names in PQL Query
  • Install Remote Support from the Device Details Page

What’s New?

Read-Only Access for Users

  • Technicians can now grant users read-only access to their GoToAssist account, which will allow users to log in to the GoToAssist web account and view data collected by the account’s companies without being able to modify it. Read-Only users will not see the Configure menu in the top navigation.
    • To grant read-only access to all organizations on the account, technicians can use the Permissions tab.
    • To grant read-only access to only certain organizations on the account, technicians can use the Company Access tab.

12-4-2012 12-51-14 PM

New Alerts

  • A new “Crawler Overloaded” standard alert can now be used to notify technicians if the Crawler is overloaded by having too many scheduled scans.12-4-2012 12-40-14 PM
  • A new Daily Log Limit alert can now be used to notify technicians when they are approaching the daily log volume limit. In the Alerts app, they can click Add Alert > Log Volume tab > Create Alert to set the thresholds at which they want to be notified, as well as the notification recipients.

12-4-2012 3-17-12 PM

Improved “Create a Password” Flow for New Users

  • The new user email (i.e., the email sent to new users added to an existing account) now includes a link that directs customers to a new Create a Secure Password page. Previously, users were directed to use the Forgot Your Password link to create passwords for their new account, which required users to wait for a second email to complete the sign-up process.

12-4-2012 1-13-53 PM

Custom Attributes and Group Names in PQL Query

  • Monitoring technicians can now build PQL queries for custom attributes and group names, which are stored on the “/network/device/apps/com/paglo/inventory/” subtree path.

Install Remote Support from the Device Details Page

  • Technicians can now install the GoToAssist Customer desktop application onto Windows computers directly from the device details page in the Inventory (Windows devices for which WMI data has been collected by the Crawler using admin credentials only). Windows devices that are being monitored but don’t have unattended access set up (i.e., they have the Crawler installed but not the GoToAssist Customer desktop application) display a “Remote Support is not installed” message at the top of the page. Technicians can click Download to start installing the GoToAssist Unattended Support Installer.

12-4-2012 1-48-26 AM

Bug Fixes:

Fixes for Scheduled Reports

  • Scheduled reports that are created from dashboards (rather than the Reports app) no longer occasionally contain incorrect data.
  • Monitoring technicians who schedule recurring reports and then cancel their Monitoring subscription plans no longer continue to receive the reports after the plan ends.

Fix for Disabled Internet Services Tests

  • When technicians disable an Internet Services Test, no status appears. Previously, the status was still regularly updated as if the test were failing (e.g., “Down for 29 minutes”), which was misleading since the test was disabled.

Fix for Plain-Text Emails

  • Plain-text email notifications correctly display the less-than and greater-than symbols (previously, the HTML character entities were displayed).

Fix for Names of Unattended Machines

  • When a technician changes the name of an Unattended Support Computer on the GoToAssist web application (, the name also changes in the GoToAssist Expert desktop application (previously, the names did not sync correctly).

Fix for Crawler Log Error Messages

  • Technicians who have removed their SNMP credentials and plugin schedule(s) should no longer encounter the following Crawler log error message: “Access denied trying to query via SNMP. Please check the credentials.”

Fix for Log Graphs

  • Technicians can click and drag to select and zoom on the Log graphs. Previously, some technicians were temporarily unable to do so.

Fix for Automation Scripts

  • Technicians running an Automation script using the correct password should no longer encounter the following error message: “Script signature is incorrect.”

Fix for Customer Support Center

  • Remote Support technicians using Internet Explorer should no longer experience issues hearing the notification sounds in the Support Center. Previously, the sounds did not play despite the notification sound setting being turned on.

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.18.2102) Release Notes

Released October 30, 2012


  • Localized in French, German, Spanish, Italian and Portuguese
  • Change subdivision labels (i.e., Companies)
  • Select default language for account and Companies
  • Include Custom Fields in Inventory Detail report
  • Automation app and other bug fixes

What’s New?

Translation of GoToAssist Web Application

  • Monitoring technicians with French or German set as their primary language (under My Account) now see the Monitoring web application fully translated into their chosen language.
  • Remote Support and Monitoring technicians with Spanish, Portuguese or Italian set as their primary language (under My Account) now see the Remote Support and Monitoring web applications fully translated into their chosen language.

Selecting Subdivision Labels

  • Remote Support and Monitoring technicians can now choose which terms to use to label the subdivisions of their account (which are currently referred to as “Companies”). If left unchanged, the default “Company/Companies” will continue to be used.
  • To change their subdivision labels, technicians can do the following:
    • 1. From the Configure drop-down menu, select GoToAssist Settings, then click Edit under “Subdivision Label.”
    • 2. In the Edit Subdivision Name window, technicians can enter their chosen label (i.e., “Organization,” “Office,” “Site”) in both its singular and plural forms, then click Save.
    • 3. Once changed, all mentions of the subdivision are changed throughout the web application.

Selecting Default Language

  • Remote Support and Monitoring technicians can now select a default language for their account, which will be used for background system operations (i.e., alerts) for all Companies (under Configure > GoToAssist Settings).
  • In addition, Remote Support and Monitoring technicians can set default languages for each Company individually (under Configure > Companies > Edit > International).

Automation Password

  • In Monitoring, the Automation app now pre-verifies the automation password before running the script.

Run Now Button for Off-LAN Data Collection

  • In the Data Collection app, when Monitoring technicians select an Off-LAN Data Collection entry and click Run Now, the selected schedule now immediately runs and any resulting alerts, notifications, etc. are triggered. Previously, clicking Run Now allowed the technician to check if the schedule was correctly configured, but did not actually run the schedule.

Custom Fields in the Inventory Detail Report

  • In Monitoring, the Inventory Detail report now includes all Custom Fields added by the technician in the Inventory app.

Bug Fixes:

Fix for Automation App

  • In Monitoring, any pending automation scripts stop when the Crawler stops running.

Fix for Disabled Data Collection

  • When a technician disables some or all Off-LAN Data Collection schedules or Internet Services Tests, all affiliated alerts and notifications are also disabled. Previously, alerts and notifications continued to be triggered, even after the schedule or test was disabled.

Fix for Unattended Support Inventory Search Bar

  • Remote Support technicians can use the Search bar at the top of the Unattended Remote Support Inventory dashboard (on the Remote Support Home page). Previously, a bug prevented it from returning any results.

GoToAssist Monitoring (Web & Crawler v4.2.16.2032) Release Notes

Released August 30, 2012

What’s New?

Message for Deleting Crawlers

  • When you delete a Crawler from the Data Collection app, the following message now appears: “You have successfully deleted the Crawler’s configuration from this list. However, if you want to remove the Crawler entirely, uninstall the Crawler program from the computer otherwise the configuration will reappear in this list.” Previously no message appeared, which led to confusion for those who did not uninstall the Crawler and later saw it reappear on the list.

New Windows Alert

  • A new Windows Event ID alert is now available (Add Alert > Standard > Windows Monitoring). The new alert checks if a Windows Event ID appears in a log.

Refreshing Inventory Entries

  • You can now refresh a device within the Inventory by clicking Refresh at the bottom of the Device Details page. This provides you with an on-demand solution for cases in which the details listed on the Device Details page are different than those listed on the Inventory list.

Bug Fixes:

Fixes for Automation App

    • The following issues have been resolved in the Automation app:
      • The “distribute file” script no longer fails when the script file is too large (approximately 3MB or larger).

    • Automation no longer fails when run on Windows XP computers.

Fix for Data Collection Application

  • When a custom header is added to a Custom Website Test (Data Collection application > Add a Test > Website > Add a Custom Header), the results are returned correctly. Previously, the results showed “Test Passed: Yes” regardless.

Fixes for Alerts Application

  • You can edit your alerts an unlimited number of times. Previously, if a validation alert was triggered (see below) during an alert’s creation and then you later tried to edit it, the alert wouldn’t open.
  • When an alert has many alert statuses (i.e., has been triggered many times), clicking an alert’s status to see its details no longer overwhelms the servers and throws the following proxy error: “The proxy server received an invalid response from an upstream server. The proxy server could not handle the request GET /app_instance/alerting/status.”
  • When you delete an alert that has many statuses (i.e., has been triggered over 400 times), the process now happens more immediately. Previously it took abnormally long, which caused some users to try deleting it again and led to an error message.
  • When you choose to view the alert statuses for a specific alert, unrelated statuses are no longer included in the results.

Fixes for Inventory Application

  • Computers being monitored Off-LAN (i.e., the GoToAssist Customer desktop application) that do not support Secure Shell (SSH) protocol no longer display the SSH iconin the Protocols column on the Inventory list. Previously, a bug caused the SSH icon to be shown for all computers with the GoToAssist Customer application, even though Windows computers do not support SSH protocol.
    • Note: This fix will not automatically remove the icon for computers already in the Inventory; to do so, delete the computer from the Inventory and re-install the GoToAssist Customer application.

  • Devices running Microsoft Windows Small Business Server (SBS) are now auto-classified into the “Server” device type group, as well as the “Windows Servers” Smart Group. Previously, although those devices were detected, they were not automatically classified the way other servers were.
  • The Inventory no longer displays a large amount of “Unnamed” virtual machines. Previously, if the Crawler could not detect a virtual machine’s virtual interface, or if none of the virtual interfaces had a XenServer-assigned IP Address, the device appeared in the Inventory as “Unnamed.” Now, the device will not appear in the Inventory at all unless it has a XenServer Virtual Machine label and at least 1 Virtual Interface (VIF), which must have an IP Address known by the XenServer host.

Fix for Logs Application

  • The Logs application no longer fails to collect Windows “Security” events.

Fix for Reports Application

  • The “Failed Updates” and “Updates Awaiting Approval” reports no longer crash unexpectedly when then information on a specific update cannot be found.

Fixes for Crawler Plugins

  • When you are adding or editing schedules to a Crawler and add a plugin, double-clicking a plugin no longer causes all windows to close without creating or saving changes to the schedule.
  • The Interface Statistics Plugin correctly populates interface statistics data in the Inventory. Previously, the plugin created errors and no data appeared.
  • The Scan Switches plugin and Interface Statistics plugin have been removed from all plugins lists. However, they will continue to work for any Crawlers already configured to use them.

Fix for Links in Plain Text Emails

  • When you receive plain text emails, the links appear correctly and are clickable.

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.14.2005) Release Notes

Released July 25, 2012

What’s New?

New “Get Started” Page

  • When you (a) log in to your account for the first time, or (b) create a new Company, the Remote Support home page now displays instructions that help you start setting up your account.
    • 1. Initially, the home page displays a “Get started with live support session” message that includes the following steps:
      • Start with live remote support.
      • Next, set up unattended computers.
      • Finally, visit your Support Center.
    • 2. Once you host an Attended Support Session, the page displays a “You’ve completed your first live remote support session” message (which can be closed by clicking theicon) and the Unattended Remote Support Inventory appears. The instructions for setting up Unattended Support Computers are displayed until you set up your first computer.
      • Note: If you skip the Attended Support Session and set up your first Unattended Support Computer first, this step is skipped.
    • 3. Once you set up your first Unattended Support Computer, the “You’ve completed your first live remote support session” message and set up instructions disappear, leaving the normal Remote Support home page.

Bug Fixes:

Fix for Empty Unattended Support Computers List

  • Unattended Support Computers appear correctly in the Inventory lists on the Remote Support web application. Previously, the lists sometimes did not include Unattended Support Computers, even though the Unattended Support Computer window in the GoToAssist Expert desktop application displayed them.

Fix for Reports Application Translation

  • When you have your Primary Language set to German (under My Account), all text in the Reports application is translated. Previously, some text remained in English.

Fix for Alert Notifications for Expired Accounts

  • You no longer receive Alert notifications after your Monitoring free trial or subscription plan expires. Previously, some technicians continued to receive notifications.

Fix for “Connection Failed” Error Message

  • If you have multiple GoToAssist accounts and your primary account no longer includes a Remote Support subscription plan, you should no longer see the following error message when you try to open the GoToAssist Expert desktop application: “The connection failed. Please check your internet connection and try again.”

GoToAssist Remote Support (Web) & Monitoring (Web & Crawler v4.2.13.2001) Release Notes

Released June 28, 2012

We are welcoming the heat and longer days with a new release and an exciting capability that will help you get out and enjoy the summer. This release includes lightweight mobile device support for our GoToAssist Remote Support customers. We have optimized the recently released customer-initiated support portals and the chat capabilities for your mobile end users.You can now share iOS configuration profiles that that you have created with the iPhone Configuration Utility to troubleshoot problems and set business policies. Simply upload a configuration and GoToAssist will give you a link that you can share with your end users. Once the end user clicks on the link, the configuration changes are automatically made. Consider this a first step towards robust support of end users on mobile devices. We are eager to hear what you think!

What’s New?

Mobile Customer-Initiated Support

  • Remote Support customers can now submit customer-initiated support requests from mobile devices (e.g., iOS and Android) by going to the customized support portal (i.e., “” from their mobile device.

Sending iOS Configuration Profiles

  • You can now send iOS configuration profiles for customers to install on their iOS devices with your Remote Support account.
    • Note: You will need to download and install (Mac or Windows) the iPhone Configuration Utility application in order to create and share iOS configuration profiles.

  • To send an iOS configuration profile, you can do the following:
    • 1. Ensure that you have the “Allow iOS Mobile Device Support” option enabled in User Permissions (Configure menu > Users & Permissions > Edit User Permissions > Remote Support tab).
    • 2. Open the iOS Configuration Profile Sharing window in either of the following ways:
      • On the Remote Support home page, click Upload [iOS configuration profiles for distribution] in the Shortcuts menu.
      • When a support request is submitted, assign the request to yourself in the Support Center and click Upload Profile (in the Details pane).

    • 3. In the “Upload iOS Configuration Profile” window, click Browse.
    • 4. Select the desired configuration profile and click Open. The file will momentarily be displayed in the “Upload iOS Configuration Profile” window before turning into a download link for the configuration profile.
    • 5. Copy the download link and send it to the customer (either through Chat or in another method).
    • 6. When the customer goes to the URL on their iOS device, they will see the download page for the iOS configuration profile. They can click Install to begin installing the profile.

iOS Configuration Profile Settings

  • You can specify when a configuration profile will expire by clicking Edit in the “Change iOS Configuration Profiles Download Link Expiration” section on the Account Management page (Configure Menu > GoToAssist Settings).

Crawler Improvements

  • Data collected by the Monitoring Crawler now appears in the Inventory application with a shorter delay.
  • When a device is automatically or manually added to or removed from a smart (i.e., automatic) group in the Inventory, the Crawler is now immediately notified and reflects the change in its next scan (e.g., if a Crawler schedule is configured to scan a specific group of devices, the Crawler will start or stop including the moved device almost immediately).

Bug Fixes:

Fixes for Alerting Application

  • When an alert’s notification preference in your Monitoring account is set to “Mute,” you do not receive alert notifications. Previously, some technicians continued to receive notifications even after muting an alert multiple times.
  • As a Monitoring technician, you can edit the “Applies to” settings of “Linux Load Average over Threshold” standard alerts without triggering an error.

Fixes for Inventory Application

  • You should no longer see a blank Inventory dashboard and/or a Proxy Error in your Monitoring account when you select Monitoring > Inventory (in the top navigation).
  • When you add a new device and specify the Device Type (Inventory application > Add Device > Classification menu), the device appears under the correct Device Type group within a few seconds.
  • The Query and Add to Dashboard buttons on the Latency/Uptime Charts page (for Internet Services Testing) now display correctly. Previously, some technicians running Internet Explorer 7 – 9, Firefox or Chrome saw distorted buttons (bug displayed below).Fix for Logs Application
    • On the Configure Log Collection page in Monitoring (Logs application > Configure log collection), step 3 (“Collect logs with the GoToAssist Crawler”) now reads, “The GoToAssist Crawler can collect Windows event logs from Windows computers. You can schedule the WMI Event Log plugin to run on those computers on the Data Collection page.” Previously, it read “The GoToAssist Crawler will automatically collect Windows event logs from each Windows computer it discovers. No configuration is required,” incorrectly implying that technicians did not need to configure the Crawler in order for it to collect log information.

Fix for Zendesk Application

  • Monitoring technicians should no longer see the following error message when trying to access the Zendesk application: “Unable to fetch page. Code = 500.”

Fix for Customized Customer Support Portals

  • Remote Support technicians running Internet Explorer can use HTML pop-up code to create a support portal in a pop-up window. Previously, the code did not work with Internet Explorer.

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.12.1993) Release Notes

Released June 6, 2012

One of the most common requests that we have received from our Monitoring customers is the ability to remotely monitor public-facing web sites and apps, and to record their health and performance. You can now view latency and uptime of those sites and apps and add charts to your Dashboards to make it easier to follow. We also improved the Linux alerts and added a bunch of other monitoring improvements for good measure.

What’s New?

Graphs for Internet Services Tests

  • With your Monitoring account, you can now view Latency and Uptime charts of your Internet Services Tests (WAN data collection), as well as add them to your Dashboard.
  • To view the charts for a single Internet Service Test, select it in the list on the Data Collection application and click Latency/Uptime Chart. To see charts for all tests at once, click Charts For All Tests above the list.
  • Once the latency/uptime charts open, you can also do the following:
    • Click Query to modify how the chart is displayed.
    • Click Add to Dashboard to add the chart to your Dashboard on the Monitoring home page.

Changes for New Internet Services Tests

  • When you create, modify or re-enable an Internet Services Test with your Monitoring account, the test is now run immediately (which triggers any relevant notifications).
  • When an Internet Services Test is first created, its default status is now “Up for less than a minute.” Once the test runs for the first time, the status will be changed to “Down for [X time]” or “Up for [X time]” (as appropriate). Previously, the default status was “Unknown” until the test ran for the first time.

Revised Linux Alerts

  • The following Standard alerts have been revised in the Alerting application:
    • Linux Memory Alert – This alert checks if a Linux machine exceeds a threshold of memory usage. It looks at the physical memory in the computer and does not take swap space into account.
      • Note: This alert was previously “Linux SNMP Out of Memory” and required SNMP to be configured on devices to be monitored.
    • Linux Network Usage over Threshold – This alert checks if a Linux machine exceeds a set network usage threshold (bits in/out per second). The network utilization is calculated per network interfaces in the machine.
      • Note: This alert was previously “Linux SNMP Network Usage over Threshold” and required SNMP to be configured on devices to be monitored.
    • Linux Load Average over Threshold – This alert checks if a Linux machine exceeds a CPU load average over a 5-minute period of time. The CPU utilization is measured as an average over all of the CPUs in the machine.
      • Note: This alert was previously “Linux SNMP CPU Load Average over Threshold” and required SNMP to be configured on devices to be monitored.

Faster Crawler Discovery

  • When a new device is discovered or an existing device is updated by the Monitoring Crawler, the new device or changes to the existing device now appear in the Inventory application more quickly than they previously did.

Email Verification when Adding Contact Methods

  • When you add a new contact method (Configure Menu > Contacts > Add Contact Method) to a user on your Remote Support and/or Monitoring account and enter an email address that is not in a valid email format (xx@xx.xx), you now see the following error message: “Email address is invalid.”

Bug Fixes:

Fix for Disabling WAN Monitoring

  • When you disable an Internet Services Test (by unselecting the check box for either a single test or for all Internet Services Testing) on your Monitoring account, you no longer continue to receive notifications from the configured test(s).

Fixes for Inventory Application

  • When you change a device’s type (by clicking Edit next to “Classification” on the Overview tab of the device’s details page) in your Monitoring Inventory, the following now occurs:
    • The device entry is automatically moved to the appropriate Device Type group. Previously, it sometimes still appeared under its former device type.
    • If you click Edit again, a duplicate of the selected option in the Device Type drop-down menu no longer appears (bug shown below).

  • The Disk Usage graph (on the Disks tab of the device details page) now displays correctly. Previously, an error in the PQL query prevented the graph from loading (bug shown below).
  • When you delete a device from your Monitoring Inventory (or clear your entire Inventory), the device’s information is now cleared from the Crawler.

Fixes for “Configuring a Remote Support Seat” Instructions

  • As a Monitoring technician, if you (a) are part of a GoToAssist account that includes a Remote Support subscription plan or free trial, (b) do not have a seat for Remote Support and (c) do not have admin privileges on the account, the following is now true when you go to the Remote Support home page:
    • The top line of the “Configuring a Remote Support Seat” instructions now directs you to ask your account admin to provide you with a Remote Support seat. Previously, the directions instructed you to configure it yourself, which was misleading since you did not have the privileges to do so.
    • The Start a support sessionDownload the unattended installerView and manage groups and Generate reports links in the Shortcuts menu are now disabled. Previously the links appeared enabled, even though you could not use them (displayed below).
    • The pop-up tool tips (displayed below) that previously appeared when you hovered over the Shortcut menu links now only appear on accounts that do not include a Remote Support subscription plan or free trial. Previously those links still appeared, which was misleading since your account already included a Remote Support plan or trial.

Fixes for Reports Application

  • When you generate a PDF Monitoring report for “All installed software on [Windows/Mac/Unix] machines,” the device name appears at the top of the report. Previously, it just read “Software on” instead of “Software on [device name]” (bug shown below).
  • Using on Internet Explorer 8, you can generate PDF Monitoring reports and print generated HTML Monitoring reports without encountering errors. Previously, some technicians saw blank reports when generating PDF reports and/or were only able to print the first page of generated HTML reports.

Fix for Renaming Internet Services Tests (WAN)

  • When an Internet Services Test (WAN) is renamed, the subsequent notifications triggered by the test now include its new name rather than its former one.

Fix for Managing Permissions

  • As a Remote Support and/or Monitoring user, if you try to modify permissions that you do not have access to you now see the following message: “You can only manage permissions which were granted to you.”

Fix for Logging Out

  • When you log out of the GoToAssist Community, you are logged out of your Remote Support and/or Monitoring account entirely. Previously, you still remained logged in to the GoToAssist web application.

GoToAssist (formerly GoToManage) Monitoring (Web & Crawler v4.2.9.1970)

Released 4/17/12

The GoToAssist Monitoring team has done it again by delivering another great release. Thanks to those of you who kept requesting the ability to monitor key services over the Internet, as well as to the product and engineering teams who listened. The new Internet Services Testing capabilities allow you to continually monitor key infrastructure from the cloud. Think of it as a cloud-based Crawler that you control, but that runs in our data centers and tests your public-facing services over the Internet. We now give you the ability to monitor devices on your network behind the firewall, devices that travel off your network, and services that you make publicly available. That’s a great monitoring trifecta! And we did not stop there; we also now give you the ability to sort your Inventory via the Alerts and Updated columns, as well as to view the alerts across all Companies for the account. And finally, we have consolidated our brand by simply changing the name from GoToManage to GoToAssist, which is best known as the market leader and for pioneering IT remote support over ten years ago.

What’s New?

Internet Services Testing Data Collection

  • Internet Services Testing – also known as Wide-Area Network (WAN) data collection – is now available as an option in the Data Collection application. You can set up tests to monitor websites, routers and mail servers over the Internet. Previously, you could set up data collection in this way by clicking Add a Cloud-Based Crawler under the For LAN Data Collection section (this button is now removed).
  • To add a new Internet Services Test, do the following:
    • 1. Open the Data Collection application, and click the “Enable Internet Services Testing” check box to enable the features underneath it.
    • 2. Click Add a Test.
    • 3. In the Select Test Type window, click WebsiteNetwork Ping or Custom Protocol.
    • 4. A new page will open with the custom General, Alerting and Configuration options for the selected test type. Fill in the appropriate information, and click Create.
    • 5. The new alert appears on the list of Internet Services Tests, where you can do the following:
      • Edit – Click the name of the test you want to modify.
      • Delete – Click the row of the test you want to run, and click Delete.
      • Run Now – Click the row of the test you want to run, and click Run Now.

Account Alerting View

  • When in the Alerting application, you can click Account Alerting in the top-left corner to see all alerts on the account (rather than just the Company you have selected).

Sorting in the Inventory

  • The Inventory list can now be sorted by the “Alerts” and “Updated” columns. When the columns are clicked, the list sorts appropriately, and an indicator arrow appears next to the column header.

Rebranding GoToManage as GoToAssist

  • GoToManage is now branded as GoToAssist and appears as such on the Monitoring web account, desktop application (GoToAssist Crawler), Community site and all other references. Please see the FAQs for more information.

New User Forums in GoToAssist Community

  • When you click Forums on the Community page, you are now taken to the GoToAssist User Forums page.
  • On the GoToAssist User Forums page, you can click the red Feedback button on the left side of the page to open the Feedback window. There, you can access the Feedback Forum to suggest new ideas and vote on other users’ ideas.

Bug Fixes:

Fixes for Alerting Application

  • When an alert is created for an entire account (rather than just a Company within the account), it appears on the global Configure Alerts list (i.e., clicking Account Alerting in the top-left of the page to view alerts from all Companies). In addition, clicking the triggered alert in the Alert Summary list opens the Edit Alert window. Previously, the alert did not appear on the global Configure Alerts list when the list was accessed from a Company to which it didn’t belong, and clicking the alert in the Alert Summary list triggered an error.
  • The Edit Alert window should no longer open unexpectedly. Previously, some users saw it appear when they were trying to save an alert status.
  • In the Alert Status window of a triggered alert (accessed by clicking the alert’s status in the Alert Summary list), if the notification preference is set to Mute [for XX time], it will switch back to Unmute once the selected time period expires. Previously, the alert remained on Mute [for XX time] until changed, despite a set time period being selected (i.e., behaved like the Mute option).
  • When an alert configured to send SMS Text notifications is triggered, the SMS Text Messages are sent. Previously, only the email notification would be sent, even though both methods worked correctly during testing.

Fixes for Inventory Application

  • The Inventory list can be sorted by Company and Device type. Previously, the entries were sorted incorrectly when the header was clicked.
  • When you click Edit next to the Classification section on a device’s Overview page, all of the other Edit buttons remain on the page. Previously, this caused all the other Edit buttons to disappear until the page was refreshed.

Fix for GoToAssist Community (Formerly GoToManage Community)

  • Users who could not post on the GoToAssist Community site because of login problems can now successfully login and post. Previously, some users saw the following message repeatedly: “If you already have a GoToManage account, please log in to reply to this topic.”

Fix for Cloud-Crawler Not Reporting Alert

  • If you enabled the “Crawler not reporting” alert, you will no longer receive alerts for the cloud crawler.

Fix for Crawler Translation

  • When plugins are run from the Crawler desktop application, all the text is now fully translated.

GoToAssist Express & GoToManage Remote Support (Web)

Released 6/10/11

Signing Up for GoToManage

  • The sign-up pages for GoToManage Remote Support and Monitoring now have the following advisory warning: “Notice for GoToAssist Express customers – If you have unattended machines with GoToAssist Express, please use a different email address with GoToManage. If you use the same email address, you’ll lose access to your unattended machines.” However, this message is no longer accurate, as you now can have GoToAssist Express and GoToManage accounts under the same email address without losing access to your Unattended Support Computers. The message will be removed shortly in an upcoming release.

Changing GoToManage Plans

  • If you have a GoToManage plan and click Change Plan under Remote Support on the My Account page, the Free Mobile Plan is now available as a plan option (even though the GoToManage for iPad app is not yet available for use).
    • Note: If you downgrade from a paid plan to the Free Mobile Plan, you will immediately lose access to the following: Unattended Support Computers, Notes, Chat, Drawing Tools, File Transfer, some Preferences options and reverse Screen Sharing (sharing your screen with your customers). If you change from a paid to a free subscription plan mid-billing cycle, you will receive a prorated refund for the portions of the paid plans that you do not use.