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We are pleased to deliver our first release of the year. We generally try to target a release a month, but this comes to you only a few days into February. We heard from many of you (especially our IT consultant customers) that you want the ability to deploy endpoints or start collecting data on a device in a default company/site and then move it to a specific company/site when you were ready. With this release, we have enabled that capability; we look forward to hearing what you think of it and how it has made you more efficient and given you more flexibility. We have also made over 20 other improvements and have highlighted the most customer-facing enhancements below. We are already off working on the next set of great features for our next release, which will be out before you know it!

What’s New Since February 3, 2012:

Moving Devices between Companies

• You can now move devices between Companies using the Inventory application. To move devices, do the following:
  1. Open the Inventory application and use the Companies drop-down menu to select the Company that the device is currently located under.
  2. Select the device they want to move so that it is highlighted, and click Move Devices.
  3. In the “Move devices between companies” window, use the drop-down menu to select the Company that you want to move the device to, then click Move.
  4. Back in the Inventory application, a confirmation message appears at the top of the page. Within a few minutes, you can refresh the page and the device will have disappeared from that Company.

Recalculating Hidden Devices in the Inventory

• When you make changes that affect your subscription plan’s device amount (e.g., manually add a device, delete a device, change which devices are monitored), the Inventory application immediately recalculates the “hidden” devices (i.e., a device with details that cannot be viewed because it exceed the device amount allocated by the technician’s subscription). Previously, this was only recalculated every 6 hours, which created a delay between deleting a device to free up a space and being able to apply the freed-up spot to a new device.

IP Addresses in the Inventory Application

• The Inventory application now displays only a device’s main IP address – which is derived from the Windows Management Instrumentation (WMI) – on the Overview page and the device lists (where available). Previously, all IP addresses associated with the device were displayed (i.e., those of the network and interface), but using WMI now prevents obsolete addresses from appearing.

Bug Fixes:

Fix for Connecting to Unattended Support Computers

• If you have your primary language set to French (Fran?ais), you can successfully connect to your Unattended Support Computers by clicking the Se connecter (“Connect”) button on the Remote Support home page. Previously, clicking this button when the page was in French did not do anything, and users had use the Se connecter button on the Device Details page in the Inventory application instead.

Fix for Selecting Computers and Groups

• The “Add Computers and Groups” window, which is used to select devices in several applications (including the Automation application, Alerting application and creating Off-LAN schedules in the Data Collection), now includes a scroll bar once the list gets too long. Previously, you were unable to scroll down, which meant you were unable to see all devices or click the Save button.

Fix for Manually Adding Duplicate Devices

• When you try to manually add a device using the same IP address, MAC address or DNS name as an existing device, the following error message appears: “There were errors with the form. Existing device [device name] has the same IP Address.” Previously, you were able to add a duplicate device, which caused the original record of the device to be deleted and replaced by the new one.

Fix for Log Alert Notifications

• SMS notifications are correctly sent for Log alerts. Previously, when a Log alert contained an SMS notification and the notification was incorrectly sent, the alert status was not reset, and the notification attempted to resend repeatedly.

Fix for Running Processes Dashboard Panel

• When you create a dashboard from the Performance tab in the Inventory application by clicking Create Dashboard, a Running Processes panel no longer appears. Previously, the Running Processes panel appeared but showed no data (GoToManage no longer collects data on running processes).

Fix for Alerts Status

• The Alert Status table (accessed by opening the Alerting application and clicking See more recent alerts at the bottom of the Alert Summary table) can be sorted by clicking the Status, Message, Since and Alert column headers (arrow icons indicate how the list is sorted). Previously, clicking the column headers sorted the list incorrectly (and there were no indicator icons).

Fix for Loading List of Users

• The list of users on the Users & Permissions page now loads more quickly. Previously, having large lists (i.e., several hundred users) caused the page to load extremely slowly.

Fix for Custom Device Type Group Icons

• When you create a custom Device Type group, the associated icon will now display properly. Previously, the icon appeared as a broken image in several places (i.e., reports, Inventory application, dialogs).

Fix for Constant Graph Lines in VMware Application

• The graphs in the VMware application show “constant” graph lines (i.e., the line continues to the end of the graph). Previously, the line simply stopped.

Fix for Disk Statistics Dashboard Panel

• The Disk Statistics dashboard panel displays data more accurately. Previously, the graph displayed incorrectly when the data changed infrequently.

We are pleased to deliver one last GoToManage release before the end of the year. We have already heard from many of you that you are taking advantage of the new Wake-on-LAN functionality and hope that you will use it via the web application now as well. We also added the ability to sort your alerts, made a number of other usability improvements, and fixed a few bugs as well. We hope that you have a happy and healthy holiday season and we look forward to 2012!

What’s New Since December 22, 2011:

Wake On-LAN from the Remote Support Web Application

• You can now use Wake On-LAN (WoL) to attempt to wake up sleeping (PC and Mac) or powered-off (PC) computers from the Remote Support web application at www.gotomanage.com. Previously, you could only use WoL from your Unattended Support Computers list (see Wake On-LAN on the GoToManage support site for further information and important requirements for WoL).

• To attempt to wake up a sleeping (PC and Mac) or powered-off (PC) computer from the Remote Support web application, do the following:
  1. Ensure the target computer meets all requirements for WoL.
  2. Log in at www.gotomanage.com.
  3. Find the target computer in either of the following places:
     • Remote Support home page – Go to the Remote Support home page to see the Unattended Remote Support Inventory, which lists all computers in the Inventory that have Unattended Support set up (regardless of their Groups).
     • Inventory application – Open the Inventory application and use the Groups left-navigation to find the target computer, and then click its name to open its device details page.
  4. Click the Power On button.
     • Remote Support home page – In the Unattended Remote Support Inventory, the Power On button is in the Status column.
     • Inventory application – In the Inventory app, the Power On button is on the top-left corner of the device details page.
  5. The following dialog appears: “[Computer] may power on momentarily. We were able to send a power on request to [computer], but it may not power on because it’s offline. Please wait a moment before refreshing the unattended computers list and trying again.”
     • Note: Although the request may have been successfully sent, the computer may still not wake up if it is not connected to the network, if its network adapter is not enabled for WoL, or if you encounter another error.
  6. Wait a few moments and refresh the page.
     • If the “Power On” request was sent and successful, the Unattended Support Computer’s status will change to “Online” with the Connect button (instead of the Power On button). Click Connect to start an Unattended Support Session with the computer.
     • If the “Power On” request was sent but the computer was not successfully powered on, then the Unattended Support Computer will remain unchanged (with the “Offline” status and Power On button), and there will be no other indication that it did not work.

Sorting Configure Alerts List

• You can now sort the Configure Alerts list in the Alerts application by name or enabled status. To sort the list, click “Name” or “Enabled” (column headers) so that the lists resorts and an Ascending icon or Descending icon appears next to the column header.

New GoToManage & GoToAssist Website

• A new pre-login website located at http://gotoassist.com/remote_support now combines GoToManage, GoToAssist Corporate (renamed as “GoToAssist”) and GoToAssist Express. Previously, the GoToAssist Express and Corporate website was located at www.gotoassist.com, and the GoToManage website was located at www.gotomanage.com.

GoToManage Logo Changes

• All instances of Remote Support icons within the GoToManage web application (i.e., post-login via www.gotomanage.com) have been changed to the new GoToManage icon (previously, they displayed the GoToAssist Express icon). This includes the Applications menu on the Monitoring home page, the Shortcuts menu on the Remote Support home page, the Remote Support option on the Monitoring drop-down menu, and the “Protocols” column in the Inventory list.

Updated Terms of Service Links

• The Terms of Service link at the bottom of all post-login Remote Support and Monitoring web applications pages has been updated to direct customers to the new Terms of Service, which is a single, unified policy for all products. Previously, the link directed users to GoToManage-specific Terms of Service.

Bug Fixes:

Fix for Remote Support Inventory Application

• The Inventory application on the Remote Support web application now loads properly (accessed by selecting Inventory in the Remote Support drop-down menu or by clicking the View and manage groups link in the Shortcuts menu on the Remote Support home page). Previously, only the Groups menu would display, but the inventory list itself would never appear.

Fix for Monitoring Inventory Application

• In the Inventory application, it is now only possible to drag and drop devices either within Device Type groups or within non-automatic, non-Device Type groups (but not between the two categories). Any groups where it is not possible to drop a particular device will be grayed out, and an X icon will appear when the dragged item is hovering over it. Previously, although the groups where it should not have been possible to drop devices did gray out properly, they also incorrectly displayed a Checkmark icon and you could still drop items that didn’t belong into them.

Fix for Data Collection Application

• You can now sort the For LAN Data Collection list in the Data Collection application by clicking the “Name,” “Version,” “Host” or “IP Address” column headers. Previously, clicking the “Name” column header in the For LAN Data Collection section actually changed the sorting of the For Off-LAN Data Collection section, and clicking the “Version,” “Host” or “IP Address” column headers caused an error message.

Fix For Devices Collected by Unattended Support

• When you install Unattended Support on a machine and the Inventory application automatically detects and creates a new device record for it, the “Collected by” field on the Device Details page now correctly displays “Unattended Support.” Previously, it incorrectly displayed “Collected by: Crawler” until the machine was in an Unattended Support Session.

Fix for Inventory on Monitoring Home Page

• You will no longer see the following error when you attempt to “drill down” for additional information about items in the Software group using the Inventory dashboard on the Monitoring Home page.

Fix for Automation Application

• In the Automation application, when you select a saved script, click Run and then click Add Computers and Groups, you can now select which devices they want the script to run against. Previously, the Add Computer and Groups window appeared but the checkboxes did not work properly, so you were unable to select devices and groups.

Fix for Dashboard Names

• When a dashboard’s name is too long to fit in the window’s header, only the first part of the title will now be displayed (and you can hover over it to see the full name). Previously, overly long names only displayed the last part of the title, rather than the first (although this issue was addressed in a previous release, this is an improvement to that fix.)

Fix for Creating or Editing Alerts

• When creating or editing a “Network Tests” alert (under Standard Alerts) in the Alerting application, you now see the following instructions under the Devices & Groups tab: “Choose the groups or devices this applies to, or leave blank to specify ALL devices.” Previously, it was not clear from the description what would happen if you left the list blank. In a future release, this wording will be changed for the other Standard Alerts as well (i.e., Security Monitoring, Crawlers, Windows Monitoring).

What’s new since December 14, 2011:

GoToAssist Express/GoToManage Remote Support Desktop Application Changes

• The GoToAssist Expert desktop application that you use to conduct attended and unattended support sessions is now renamed the GoToManage Expert application.
  • Note: We are still fully supporting our GoToAssist Express customers and the GoToAssist Express product. Only the application’s name and logo have changed – your account and service will remain the same!

• Similarly, the GoToAssist Customer desktop application that your customers use to join attended support sessions (and that you use to install unattended access on customers’ computers) is now renamed the GoToManage Customer application.

Wake On-LAN (WoL) for Unattended Support Computers

• You can now use Wake On-LAN (WoL) to attempt to wake up sleeping (PC and Mac) or powered-off (PC) computers from your Unattended Support Computers list, provided that all of the following are true:
  • The computer has the GoToManage Customer desktop application installed with unattended access set up.
  • The computer’s status is not In Session, Blocked or Removed.
  • The computer is connected to the local area network (LAN).
  • The computer’s network adapter has WoL enabled (see Enabling WoL below for more information).
  • At least 1 Unattended Support Computer within the target computer’s network is already “awake” (i.e., Online, In Session or Blocked) in order to send the “wake up/power on” request.
  • The computer is connected to the network by Ethernet rather than WiFi (highly recommended).

• To attempt to wake up a sleeping (PC and Mac) or powered-off (PC) computer, you can do the following:
  1. Open the Unattended Support Computers list.
  2. Use the Groups in the left-navigation to locate the target computer, which will be marked as “ Offline” in the Status column.
  3. Click the Power On button in the Status column (previously, this button was a disabled Connect button for Offline computers).
     • Note: Although the Power On button appears for all unavailable computers (i.e., Offline), the WoL feature does not work for computers that do not meet the criteria listed above.
  4. One of the following dialogs will appear to confirm whether or not the “power on” request was successfully sent. Click OK to close it.
     • Successful – If at least 1 Unattended Support Computer within the computer’s network is Online, In Session or Blocked, then the following message appears: “[Computer] may power on momentarily. We were able to send a power on request to [computer], but it may not power on because it’s offline. Please wait a moment before refreshing the unattended computers list and trying again.”
       • Note: Although the request was successfully sent, the computer may still not wake up if it is not connected to the network, if its network adapter is not enabled for WoL, or if you encounter another error.
     • Unsuccessful – If no other Unattended Support Computers within the target computer’s network are online, the following message appears: “To power on [computer], you must have another online unattended computer on the same network.”
  5. If the “Successful” dialog appears, you can wait a few moments and then click Refresh at the bottom of the Unattended Support Computers list.
     • If the “Power On” request was sent and successful, the Unattended Support Computer’s status will change to “ Online” with the Connect button (instead of the Power On button). You can then click Connect to start an Unattended Support Session with the computer.
     • If the “Power On” request was sent but was not successful, the Unattended Support Computer will remain unchanged (with the “ Offline” status and Power On button), but there will be no other indication that it did not work.
  6. If the “Unsuccessful” dialog appears, then another Unattended Support Computer on the target computer’s network must be turned on and connected to a network before a “power on” request may be successfully sent to the target computer.

Enabling WoL

• In order for you to successfully wake up (PC and Mac) or power on (PC) a computer, you must do all of the following on the target computer:
  • PC:
    1. Enable WoL in the computer’s Basic Input/Output System (BIOS).
       • Note: Check the computer’s user guide for instructions; if there is no option in the computer’s BIOS to enable WoL, then it may already be enabled by default.
    2. Enable WoL in the computer’s network adapter.
       • Example: In a Windows 7 for Intel® 82567LM-3 Gigabit network adapter/connection, this can be done by going to the Control Panel > System and Security > Device Manager, and right-clicking the Network Adapter. Then select Properties > Power Management tab > “Allow this device to wake the computer” check box.
  • Mac:
    1. Enable WoL in the computer’s network adapter.
       • Example: In OS X 10.6.8 (Snow Leopard), this can be done by going to System Preferences > Energy Saver > Power Adapter tab > “Enable for Ethernet network access” check box.
    2. Connect the computer to the power adapter (i.e., not running on battery alone) in order for it to be woken up remotely.

See our support site for additional information.

What’s New Since November 18, 2011:

Stopping and Starting Monitoring for Multiple Devices

• You can now stop monitoring multiple devices simultaneously by selecting multiple devices from the Inventory list while holding down either Shift or Ctrl on your keyboard, and then clicking the Don’t Monitor button above the Inventory list. Previously, you could only stop monitoring one device at a time by clicking the device’s name and then clicking Don’t Monitor [this device] at the bottom of the page.

• When you stop monitoring a device, the device will now continue to appear in the Inventory list but will display the following message upon clicking the device’s name: “Device Not Monitored: This device has been configured not to be monitored. If monitoring is enabled again it will take up to 24 hours for new data to be collected for this device. You may also need to remove this device from the ‘Groups to Ignore’ list in the Crawler configuration for data to actually be collected for the device.” Previously, when you stopped monitoring a device, it was completely removed from the Inventory list.

• You can now restart monitoring a device that you previously stopped monitoring by selecting the device’s name in the Inventory list and clicking Monitor [this device] at the bottom of the page (it may take up to 24 hours for the device’s data to reappear). Previously, there was no way to restart monitoring except to add the device again.

Viewing Log Usage

• The log usage for a Monitoring account can now be viewed on the Seats & Devices page (via the Configure drop-down menu > Seats & Devices) in addition to the Logs application. Previously, this information was only available at the bottom of the Logs application.

Deleting Groups

• The Delete button (to the right of Add Device) in the Inventory application will now become enabled so that you can delete a group (without opening the Configure Device Groups page) as long as the following applies:
  • The group’s parent group is an automatic group (i.e. Device Types, Operating Systems).
  • The group has 0 devices listed under it.
  • The group has no sub-groups under it.

Monitoring Drop-Down Menu for Remote Support Technicians

• If you only have a Remote Support plan and not a Monitoring plan, you will no longer see the Monitoring drop-down menu when you click Monitoring in the top navigation (i.e., Monitoring will no longer act as a button for you).

Bug Fixes:

Fix for Displaying Correct Time Zones

• Any times displayed on the GoToManage web application now reflect your pre-selected time zone on the My Account page.

Fix for Rediscovered Devices in the Inventory Application

• Rediscovered devices in the Inventory application no longer have missing information on the Device Details page. Previously, when a device was manually deleted from the Inventory application and then rediscovered, some fields in the Inventory application appeared blank.

Fix for Software Queries

• When you open a device’s details page, go to the Software tab and click Query, you are now taken to the relevant query. Previously, you were directed to the Monitoring home page instead.

Fix for Licensing Amount on Seats & Devices Page

• The “Number of Other Devices Monitored” field on the Seats & Devices page now correctly displays the number of remaining devices on the account. Previously, this number was computed and displayed incorrectly.

Fix for Dashboard Names

• When a dashboard’s name is too long to fit in the window’s header, only the first part of the title will now be displayed (you can hover over it to see the full name). Previously, overly long names only displayed the last part of the title, rather than the first.

Fix for Editing Names

• When you change your name on the My Account page, your newly changed name now appears immediately in the top navigation and Configure drop-down menu. Previously, your new name did not appear until you logged out and then logged in again.

Fix for Blank Contact Methods

• When adding or editing a contact method for a user or contact, you must fill out all required fields before you can save their changes. Previously, even if you left a field blank you could still save contact methods. You will now see the following error message when attempting to save a contact method with a blank Email Address, SMS Phone Number or Phone Number field: “Your changes could not be saved. Please fix the problem(s) below: [text field] can’t be blank.”

Fix for Internet Explorer Error

• You will no longer encounter a “download blocked” error when trying to open certain web pages on the GoToManage web application while using Internet Explorer. Some technicians previously encountered this error, even though they were not trying to download a file, but instead open a web page.

Frequently Asked Questions:

Q: What is Mac Unattended Support (beta)?
A: Mac Unattended Support (beta) allows GoToManage Remote Support technicians to install unattended access on Mac computers with OS X 10.5 (Leopard) or newer, just as they would do so on PCs.

Q: How can I opt in to the Mac Unattended Support beta program?
A: While Mac Unattended Support is a beta feature, it does not require you to opt in to use it. To download Unattended Support on a Mac, simply download the unattended installer as you usually would, and you will be prompted to select the Mac or Windows version of the installer.

Q: How do I download the Unattended Support on a Mac?
A: You can use either of the following methods to download the Mac unattended installer:

1. Go to www.fastsupport.com/unattended on the customer’s computer and click Set Up Unattended Support.
2. Log in to www.gotomanage.com, click Download the unattended installer in the Shortcuts menu on the Monitoring home page and click Download the Mac Installer.

Please note that it is not possible to set up Unattended Support on a Mac by using the Set up Unattended Support option on the Unattended Support drop-down menu while in an attended support session at this time. See the Remote Support Release Notes for more information on downloading the Mac unattended installer.

Q: I’m having trouble connecting to my Mac Unattended Support Machine; what should I do?
A: Since Mac Unattended Support is a beta feature, it may have occasional network issues. Try the following fixes if you cannot connect to your Mac Unattended Support Machine:

1. Make sure that you are using the GoToAssist Expert application version 1.6, build 330 or newer; if you are using an older version, you will be unable to connect to the Mac Unattended Support computer. To upgrade to the newest build, exit out of the GoToAssist Expert application and then restart it, and it will automatically upgrade.
2. If you are using the current build, try finding the Mac Unattended Support Machine on your list of Unattended Support Computers or in the Inventory list, and choose Reset Connection from the drop-down menu.
3. If the previous steps fail to resolve your issue, try rebooting the Mac Unattended Support Machine.

Q: While in an Unattended Support Session with a Mac, my Viewer froze on a “Restarting Screen Sharing” message; what should I do?
A: Because Mac Unattended Support is a beta feature, this sometimes happens when the technician logs on or off the remote computer when in an Unattended Support Session with a Mac. To fix it, please end the current support session and start a new one.

Q: Are there any other known issues with setting up Unattended Support (beta) on a Mac?
A: If you use a standard user’s account to set up Unattended Support on a computer running Mac OS X 10.7 (Lion), you will experience issues when using the Fast User Switching feature. To avoid this, use an admin account to set up Unattended Support (beta) on a Mac.

What’s New Since October 24, 2011:

Unattended Support for Macs (Beta)

• You can now set up Unattended Support on Mac computers with OS X 10.5 (Leopard) or newer. Complete the following steps to do so:
  • Note: Mac Unattended Support is a beta feature, but there is no need to opt in; see the Mac Unattended Support (Beta) FAQs for more information.

1. First, download the Mac unattended installer (beta) application in any of the following ways:
   • Method 1 – GoToAssist’s FastSupport.com
     1. From the customer’s computer, go to www.fastsupport.com/unattended.
     2. On the Set Up Unattended Support page, click Set Up Unattended Support to begin downloading the Mac unattended installer (G2AxCustomer.pkg).
   • Method 2 – GoToManage’s Monitoring web application
     1. From the customer’s computer, log in to www.gotomanage.com.
     2. Click Remote Support in the top-navigation menu and select Deploy Hosts from the drop-down menu.
     3. Click Download, if available (if a Download link does not appear, click Generate Installer first).
2. When the Download window appears, click Download the Mac Installer.
3. Once the Mac unattended installer file (G2AxCustomer.pkg) finishes downloading, double-click it to open the GoToAssist Installer wizard.
4. Once the GoToAssist Installer wizard opens, follow the prompts to complete the installation. After you click Install on the Installation Type page, the customer will need to enter their Mac password and click OK to continue.
5. Once Mac Unattended Support (beta) is successfully installed, you will see a “The installation was successful” confirmation message on the Summary page in the GoToAssist Installer wizard. The GoToAssist icon will also appear in the customer’s Mac menu bar, which customers can click to access the GoToAssist Customer application.
   h4. New Data Collection Application (previously the Crawler Application)
6. On the GoToManage Monitoring web application, a new Data Collection application has replaced the former Crawler application. The new Data Collection application contains the following features:
   • LAN Data Collection – This allows you to gather diagnostic information about machines in a network by using the GoToManage Crawler
     • Note: This section includes the same features previously available in the Crawler application.
   • Off-LAN Data Collection – This allows you to gather diagnostic information about their Unattended Support Machines without using the GoToManage Crawler.
     • Note: This is a new feature; see New Off-LAN Data Collection Feature below for further information).

New Off-LAN Data Collection Feature

• You can now gather configuration and performance data on their Unattended Support Machines without using the GoToManage Crawler by setting up a data-collection schedule for those machines. This allows you to monitor machines that are not on a network, and therefore would not be accessible by the Crawler. You can set up off-LAN data collection using the new Data Collection application on the Monitoring web application.
  • Note: This feature is only available for Windows PCs and servers.

• To set up off-LAN data collection, you can set up a schedule for a group of their Unattended Support Machines. To do so, go to the new Data Collection application, make sure the “Enable Off-LAN Data Collection” check box is selected and then complete the following steps:
  • Note: You must first set up Unattended Support on a machine before you can set it up with Off-LAN Data Collection so that you can select it from the list in step 4.

1. In the Off-LAN Data Collection section, click Add a Schedule to go to the Create Off-LAN Data Collection Schedule page.
2. In the General section, enter a name for the new schedule and select the company from the “Companies” drop-down menu.
3. In the Data Type section, select either the Configuration Data or the Performance Data option. Each option includes the specific diagnostic information that will be gathered upon selecting that option.
   • Note: Only one option may be selected at a time. To gather both configuration and performance data for a group of machines, you should set up 2 separate schedules.
4. In the Computers and Groups section, you can select the machines that you want to be included in your new monitoring schedule by clicking Add Computers and Groups. When the Add Computers and Groups window appears, you can use the left-navigation menu to choose an individual machine or a whole group.
   • To add an entire group and all the machines listed under it, select it in the left-navigation menu and click Save.
   • To add an individual machine, find its group in the left-navigation menu, select it from the list that appears in the right pane and then click Save.
     • Note: Although the Add Computers and Groups page allows technicians to select Mac computers to add to their schedule, the Off-LAN Data Collection feature does not successfully gather diagnostic information from Macs.
5. Once successfully added, the machine will immediately appear on the list of schedules in the For Off-LAN Data Collection section. You can click Add Computers and Groups again to add additional machines or groups. To delete a schedule, you can click its row (so that it highlights in blue) and then click Delete (they can click OK when prompted).
6. Once you add all of your machines, click Save at the bottom of the page. Your new schedule will appear on the list in the For Off-LAN Data Collection section of the Data Collection page.

• You can use the list of schedules in the For Off-LAN Data Collection section to manage your saved schedules in the following ways:
  • To run a scan between its scheduled times, click its row so that it highlights in blue and then click Run Now (schedules will regularly scan the machines listed under them every 24 hours for configuration data and every 15 minutes for performance data).
  • To edit a schedule, they click the schedule’s name to return to its Create Off-LAN Data Collection Schedule page (where originally configured).
  • To disable a schedule without deleting it completely, unselect the check box on the left so that it becomes disabled (grays out). To re-enable it, re-select the check box.
  • To delete a schedule, can click its row so that it highlights in blue and then click Delete (and then OK when prompted).

We just announced that Citrix GoToManage can now be used to monitor and support Citrix VDI-in-a-Box deployments, making it easy for you to remotely monitor and support virtual desktop deployments at multiple sites or customer locations.

As the industry moves from the PC Era to the Cloud Era, desktop virtualization is rapidly being adopted by cloud providers and large enterprises to centrally-manage and deliver virtual desktops and apps as a service to any user, on any device, in any location. Small and medium businesses want to adopt desktop virtualization for the same reasons large enterprises do — to reduce desktop management costs, improve security and increase business agility, but they often find enterprise-class solutions overkill for smaller environments. Citrix VDI-in-a-Box 5 is purpose-built for SMB customers. Its simple all-in-one architecture eliminates over 60 percent of VDI costs without compromising features like user experience, security and high availability that are needed by customers of all sizes.

To make it even easier, Citrix GoToManage has new dashboards and alerts to remotely monitor and support Citrix VDI-in-a-Box servers and virtual desktop deployments anytime, from anywhere. GoToManage continually tracks key health and performance metrics on the physical and virtual infrastructure helping to keep end users productive. Alerts can be configured to provide an “early-warning-system” – giving IT pros time to troubleshoot problems and make configuration changes before users are impacted. With the GoToManage Remote Support module, it is easy to set up and securely access (over the Internet) all VDI-in-a-Box servers from a PC, Mac, or iPad.

You can access the new dashboards by browsing to the Community section (under GoToManage Monitoring) and searching for VDI. You will most likely be interested in the “VDI-in-a-box Monitoring” dashboard which provides a view into the health of the host, the hypervisor, and the management interface. It also presents the key error log data that is collected from the VDI server. [Note that the GoToManage Crawler can act as a syslog receiver – it listens on port 514. So, to receive logs configure the VDI manager to send its syslog messages to the machine the Crawler is running on. The Crawler receives, compresses and sends the syslog messages to the data center.]

We have also created a number of alerts to notify you of important events. For example, you can add the following custom PQL queries to log alerts to proactive monitor the environment.

For VDI-in-a-box Server Timeout – error.server.timedout OR error.server.timingout

For VDI-in-a-box Server Missing – KAVIZA error.server.missing

For VDI-in-a-box Server Returned – KAVIZA server.missing.return

For VDI-in-a-box Error Message – “KAVIZA ERROR”

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What’s New Since October 22, 2011:

Inventory Application Additions

• You can now use your web browser’s Back button while in the Inventory application on the Monitoring web application. Previously, clicking the Back button would take you back to the page displayed before you entered the Inventory application instead of the actual page you last saw.

• When you click the name of a machine on your Inventory list, the details page now includes a “Collected by” section that indicates how the diagnostic information was gathered.

Enabled Column on Schedules List

• The Schedules tab on the Crawler page now includes an “Enabled” column on the list of Crawler schedules, which shows you which of your Crawler schedules are currently enabled and disabled.
  • Note: To enable or disable a schedule, you must still click the schedule’s name to edit it and then use the “Enabled” check box on the General tab.

Monitoring Bug Fixes:

Fix for Edit Company Window

• When you edit a Company by clicking the Company’s name on the Companies tab of the Account Management page, the User Access tab on the Edit Company pop-up window will now include any users who have permissions for all Companies on the account. Previously, the list only included those users who were specifically given permission for the current company (but did not have access to all Companies on the account).

Fix for Crawler Alerts

• You should no longer be prompted to choose devices or groups when you receive an alert notification for your Crawler.

Fix to Edit Contact Methods using Internet Explorer

• You can now successfully edit the contact methods for users listed under the Contacts tab on the Account Management page while using Internet Explorer. Previously, clicking the Edit link when using Internet Explorer would display a blank pop-up window.

What’s New Since August 26, 2011:

Remote Support Changes:

New Remote Support Dashboard

• If you also have a plan for GoToManage Monitoring, a new Remote Support dashboard is now available on the Monitoring page for you to monitor the status of each Unattended Support Computer on your account. You can add the new dashboard by clicking the Monitoring tab, selecting Dashboard, clicking Actions (next to “New Dashboard”), selecting Add Application and selecting Remote Support.

New Licensing Page

• Using the new Licensing page, you can now access information about the licenses purchased for your account by clicking Configure and selecting Licensing from the drop-down menu. The Licensing page includes both Remote Support information (such as your total number of licensed seats and the amount currently being used) and Monitoring information (such as the total number of devices on your account and the amount currently being monitored).

Remote Support Permissions

• The Users & Permissions tab on the Account Management page now includes a Remote Support column where you can quickly see which technicians on your account have access to GoToManage Remote Support and how many licenses you’ve used out of their total allotted amount.

Remote Support Bug Fix:

Enabling Remote Support

• If you are on an account that has both Monitoring and Remote Support but have not been given permission to use Remote Support, the following message now appears if you try to use any of the Remote Support features: “Your account is configured for Remote Support, however [technician name] does not have a Remote Support seat allocated.” Previously, you only saw a message that falsely indicated that the account was not set up for Remote Support at all.

Monitoring Changes:

New Text-Message Alert Notifications

• You can now choose to receive Alert Notifications by text message. Previously, Notifications could only be received by email or phone. To configure a text-message contact method, you can click Configure in the home page toolbar and select Contacts. You should then click the Add Contact Method link next to the name of the user you wish to modify. On the pop-up window that appears, you should select Text Message (SMS) from the Method drop-down menu, enter a U.S. cell phone number in the SMS Phone Number text field and click Save.
  • Note: There is currently no extra charge for Text Message alerts, but your carrier’s service fees may apply for receiving the text messages.

Inventory Application Change

• On the Overview tab of the Device Details page (viewed when you click a device’s name on the Inventory list), you can now delete extraneous IP addresses by clicking the delete icon next to each obsolete address.

Crawler (v4.2.4.1834) Changes:

Configuring Crawler Credentials

• You can now configure Credentials (which the Crawler uses to gather network information) to apply to a subset of devices rather than all the devices on your account. To do so, you should select the “Only use the credential for the devices, groups or networks selected below” option in the Limit Credential Use section of the Configure a Credential window.

Monitoring Bug Fixes:

Dashboards Fix

• On the Dashboards page, when you click the Actions link next to “New Dashboard” and then select Add Application, you now only see applications that can be added as dashboards. Previously, applications that could not be added as dashboards were still listed as options, so if you tried to add them you encountered the following error: “Application [name] failed to respond.”

Inventory Application Fixes

• If you set up monitoring on more devices than the amount enabled for your plan, your will now be unable to see the details (by selecting the device in the Inventory list) for any devices added after you exceeded your limit. Previously, you were still able to view the device’s details, despite not having enough licenses. Now you will see the following message instead: “You are unable to view additional data about this device because you have exceeded the number of devices enabled for your plan. Please upgrade now to immediately be able to manage this device.”

• The device and alert count next to each group in the Groups menu will now only show the number of alerts for the devices in that group. Previously, devices and alerts in sub-groups were sometimes counted multiple times, resulting in an incorrect total device or alert amount.

• If a device has multiple IP addresses, all of its addresses will now be displayed in the Ports pop-up window that appears when you select a device from the Inventory list, click the Ports tab and then hover your mouse pointer over one of the ports. Previously, no IP addresses would appear for devices with multiple addresses.

• You can now successfully export a CSV or Excel file from the Software view. Previously, when you selected the Software view in the Groups menu and then exported a CSV or Excel file, the downloaded file was actually from the All Devices view.

• When a technician opens the Inventory application for the first time, “All Devices” is now selected in the Groups left-navigation pane. Previously, both “All Devices” and “Software” were selected when you first opened the application.

• If you adjust the size of the Inventory list by clicking and dragging the bar at the bottom of the list, the Software view now displays the correct size. Previously, the Software view displayed in the default size even if you adjusted it.

Alerting Application Fix

• A “cleared” notification is now sent when you clear an alert in the Alerting or Inventory application. Previously, notifications were only sent if you deleted the monitor state, not when you cleared an alert.

Configuring Repeat Notifications

• On the Configure Notification page, when you select a Notification, click Add an Action and then set it to send a notification immediately after an alert is fired and send a repeat notification every 30 minutes, the repeat notification will now be sent. Previously, only the initial notification was sent when the Repeat Notification drop-down box was set to 30 minutes.

Reports Application Fix

• The Failed Updates Report (under Patch Management on the Select Report tab) should no longer quit unexpectedly. Previously, it would quit unexpectedly when the information for a specific update could not be found.

Logs Application Fix

• Windows event log informational events from “MSIinstaller” will no longer be generated when the Crawler collects software installation information.

Share-It Fixes

• Alert share-its are no longer available in the Share-its Catalog on the Community page, because they are not supported by GoToManage Monitoring. Previously, they were still available even though they were unsupported, so you would receive an “Unable to use [alert share-it], the app server failed to respond” error if you tried to use an Alert share-it.

• When you try to add a Share-it by selecting Community from the Monitoring tab’s drop-down menu, selecting a Share-it and clicking Use this Share-it, the Share-it is now immediately added and you are taken to the Dashboards page to view your newly added Share-it. Previously, some users encountered a pop-up window prompting them to register for a GoToManage account or log in to their existing account when they clicked Use this Share-it, even though they were already logged in.

Adding Contact Method

• The Add Contact Method window should now only display the text fields for the method selected in the Method drop-down menu. Previously, some users saw both the Phone Number and the Email Address text fields displayed at the same time, no matter which method was selected in the drop-down menu.

Logging Out

• When you log out from the GoToManage My Account page, you are now completely logged out of the GoToManage website; similarly, if you log out from the website, you are now also logged out of the My Account page. Previously, logging out from one location did not log you out from the other.

Excel Error Message

• You should no longer receive the following error message when opening an Excel spreadsheet generated by a GoToManage application: “The file you are trying to open, [name], is in a different format than specified by the file extension. Verify that the file is not corrupted and is from a trusted source before opening the file. Do you want to open the file now?”

Dismiss Message of the Day

• You can now dismiss the “Message of the day” on the Monitoring home page by clicking the “x” in the top-right corner. Previously, the message could not be closed and was permanently displayed.

Crawler (v4.2.4.1834) Bug Fixes:

Crawler Discovering 64-Bit Software

• The Crawler will now discover 64-bit software applications and report them in the Software group of the Inventory application, as well as the Applications tab on the Diagnostic Report window during support sessions. Previously, the Crawler only discovered 32-bit software applications.

Changing Crawler Credentials for PCs

• When you change the password for the Crawler Credentials on a PC (by right-clicking the Crawler icon in the system tray and clicking Edit on the Credentials tab), the Crawler will now immediately rescan all PCs configured under that Crawler. Previously, machines were not re-scanned until the next scheduled task ran.

Displaying Company Names

• Company names containing ampersands (“&”) now appear correctly in both the Applies To drop-down menu and the list of monitored devices. Previously, ampersands were incorrectly displayed as “&” rather than “&.”

We’re excited about our latest release and with good reason!

We’ve made it easier for you to manage how many licenses you have and how they are allocated.

• Easily check on how many unattended machines you have.
• Want to know how many servers and devices you’re monitoring, we’ve got you covered.
• Quickly and easily see how many technicians you have enabled for Remote Support.

We know how important alerting is when you are managing multiple machines so we’ve added some great features to make your job easier.

• Set alerts to be sent via SMS so you’ll know right away when something needs your attention.
• Be notified when an alert has been cleared.
• Set alerts to notify you every 30 minutes until cleared.

But wait, there’s More…

• Just like our popular Server Health application you can quickly view the availability of your unattended machines in the same fashion.
• Discover 64-bit software applications with the Crawler.
• Immediately rescan your network when you change crawler credentials to ensure your inventory is accurate.

There’s just too many items to list in this post so please check out the release notes for a comprehensive overview.

In only a month’s time the GoToManage team has delivered over 80 new features and product improvements!
We’re dedicated to helping you manage your machines and your users in the most effective way possible. You can rest assured that we’ll continue to listen to your feedback and keep the improvements coming.

What’s New Since August 12, 2011:

New GoToManage App for iPad

• If you have a GoToManage Remote Support plan, you can now use the new GoToManage app for iPad to provide remote technical support from an Apple iPad. To use it, download the free GoToManage app from the Apple App Store, and log in with your existing account information. Go here to learn more about downloading and using the GoToManage app for iPad.

• The new GoToManage app for iPad allows you to do the following:
  • Host unlimited attended support sessions.
  • View and connect to your Unattended Support Computers.
  • Use the Chat, Notes and Tools features during support sessions.

• You can also sign up for a Free Mobile Plan for GoToManage Remote Support by going to www.gotomanage.com/remote_support and clicking Plans & Pricing in the left-navigation menu. However, you will not have access to the Chat, Notes or Unattended Support Computers features unless you have a paid subscription plan or free trial.

We know it’s been a long time coming but that being said once you download the new GoToManage for iPad Remote Support app I’m confident you’ll find it worth the wait.

Log in with your existing GoToManage Remote Support credentials and instantly connect to your unattended machines or conduct on-demand support sessions from anywhere you have an internet connection

You’ll be able to sort machines by company, chat with your end user, take notes for reporting purposes, and enjoy the best in breed remote support software in the palm of your hands

Learn more about the new GoToManage for iPad Remote Support app and unleash yourself from your desk!

What’s new since August 9, 2011:

GoToManage and Mac OS X 10.7 (Lion)

• If you are using GoToManage Remote Support with the new Mac OS X 10.7 (Lion), you must install Java on your computer to download the GoToAssist Express application to host or join a session, because OS X Lion does not come with Java pre-installed (this is a one-time download of 130 MB). If you try to host or join a session without Java installed, you will see a “Missing Plug-in” message instead of the download-progress bar on the Download page. To initiate the Java download, you can click Missing Plug-In. Alternatively, you can download Java directly from Apple’s support site at http://support.apple.com/kb/DL1421.
  • Note: The GoToAssist Express application is the application that you download to start GoToManage Remote Support sessions. For more information about using GoToAssist Express with Mac OS X Lion, see the Mac OS X 10.7 (Lion) & GoToAssist Express FAQs.

Diagnostic Report Additions

• The Installed Applications tab on the Diagnostic Report window (on the GoToAssist Express application) now includes Publisher, Display Version and Install Date information. Previously, the tab only listed the customer’s installed programs.

GoToManage Remote Support and Mac OS X 10.7 (Lion) Bug Fix

• As a GoToManage Remote Support technician, you should no longer encounter screen sharing errors during support sessions with customers using Mac OS X 10.7 (Lion), as long as you are using GoToAssist Express v1.6 (build 309) or newer. Previously, when GoToAssist Express technicians were in session with customers using Mac OS X 10.7 (Lion), they were unable to see their customers’ screens.

As promised, the improvements keep coming and we’re just getting started! We’ve added great new functionality as well as a ton of improvements to make your user experience better and your day more productive.

• When email is down, business grinds to a halt. That is why we’ve expanded our monitoring and alerting functionality to provide critical health and diagnostic info about your Exchange 2007 and 2010 servers.

• We’ve also made it easier to manage your network with features like the ability to add devices manually, export your entire inventory list to a CSV or Excel file, or sort by attributes such as IP address and device name.

• Alerts are a critical tool for knowing how things are going, but we also know you don’t want to see them once the issue has been resolved. Now you can clear them quickly and easily.

• Want more granular control over the information you collect? A great new feature is the ability to run individual plug-ins against specific devices within your inventory.

We have made so many improvements that there’s too many to list here. Please consult the Release Notes for a full list of new features and product improvements.

We hope you’re as excited as we are about how quickly GoToManage is growing and expanding to suit your needs. Thank you for being part of the GoToManage family. We have greatly appreciated your feedback, and with releases like this last one you can rest assured that we are listening! Keep the feedback coming, we’re here to make your life easier by giving you the one place to manage your IT infrastructure.

What’s New since July 20, 2011:

The latest GoToManage Monitoring update includes the following changes:

Support for Microsoft Exchange Server Monitoring

• You can now use GoToManage to monitor Microsoft Exchange Server 2007 and 2010. Previously, you could only monitor Microsoft Exchange Server 2003 and earlier.

• The Dashboard Configurator now contains the following 3 new Microsoft Exchange Monitoring dashboards (under Server Monitoring): “Exchange Monitoring – Client Activity,” “Exchange Monitoring – Transport and Database Layer” and “Exchange Monitoring – Miscellaneous.” These new dashboards help you monitor Microsoft Exchange Server 2007 and 2010 and took the place of the former Exchange Monitoring dashboard.

• There are 11 new alerts available in the Alerting application to help you monitor Microsoft Exchange Server 2007 and 2010. They can be found on the Standard Alerts tab under “Exchange Monitoring.”

Inventory Application Changes

• You can now add new devices to your account directly from the Inventory application by clicking the Add Device button at the top of the Device list. Previously, you could only add new devices by configuring a Crawler to discover them and then waiting for them to appear on the Inventory list.

• You can now export the Device list from any Group view (i.e., All Devices, Account Level Group, Exchange Servers). To do so, you should select the desired Group from the left-navigation bar and then click Excel (for an .xls file) or CSV (for a .csv file) at the bottom of the Device list.

• You can now adjust the height of the Inventory List by clicking and dragging the adjustment bar up or down, which is located at the bottom of the list. The Inventory application will remember and display the list height you choose the next time you log in.

Alerting Application Changes

• In the Alerting application, you can now clear the Alert Messages listed in both the Alert Summary section and the Status column of the Configure Alerts section without completely deleting the configured alert. Under the Configure Alerts section you should select the alert that caused the Alert Message and then click the Clear button.

Reports Application Changes

• All reports that contain only a single table can now be exported as CSV or Excel files. You will see the new CSV and Excel buttons at the top of the Report screen once you click Run for an eligible report.

Logging In to GoToManage

• The brief demographic survey that appears when you first log in to your account no longer has a Cancel link, so you must complete and submit it before continuing (if you haven’t already). Previously, you could defer the survey each time you logged in by clicking the Cancel link.

Bug Fixes:

Using Contacts

• On the Contacts tab under Account Management, you should now be able to successfully edit and delete all contact information. Previously, if the contact in question had the same email address as the main account user, then the email address could not be deleted.

• Contacts with their Email Format (below) set to Plain Text should now receive plain-text emails. Previously, all emails were sent in HTML format regardless of this setting.

Branding Logo Fix

• If you have a paid subscription plan, you should now be able to upload branding logos to your companies (under GoToManage Settings on the Account Management page). Previously, some customers on paid accounts encountered the following error message when attempting to upload an image: “Customer branding is not available on free accounts.”

Save Search Feature

• You can now use the Save Search option in the Gear drop-down menu (next to the search field) without choosing a category. Previously, not choosing a category caused the Save Search button to become disabled.

Inventory Application Fixes

• When you click IP Address to sort your list of devices by IP addresses, the entries are now sorted correctly. Previously, IP addresses were treated as text rather than numbers, so they were listed out of order.

• If you drag a device from the All Devices group into another group, the device will now appear in the destination category. Previously, the destination category’s device count would increase, but the device would not appear in the category.

• When you click Device Types under Groups, the list now displays all devices. Previously, it would display the following error: “There is no data to display at this time.”

• You should now be able to use the Search box in the Inventory application. Previously, if you tried to search for keywords and then pressed Enter on your keyboard, the search results did not bring up any items.

Alerting Application Fix

• You can now sort the Alert Summary list by the Message column. Previously, clicking the “Message” column title to sort the list caused the following error message to appear: “We’re sorry, but something went wrong. We’ve been notified about this issue and we’ll take a look at it shortly.”

Crawler Application Fix

• You should now be able to successfully download the GoToManage Crawler using Internet Explorer. Previously, downloading the Crawler from Internet Explorer resulted in a security-warning message asking if you wanted to view the web page content over a secure HTTPS connection. If you clicked Yes, the Crawler download would fail.

Server Health Application Fix

• When you click the Configure link in the top-right corner of the Server Health application, you should now see the Configuration page. Previously, you just saw an “Unable to fetch page” error.

GoToManage Crawler (4.2.3.1811) Changes:

Running Individual Plugins

• You can now run a single plugin against a single device from the Device Crawl Status window. To do so, you should right-click the GoToManage icon in your system tray, select Crawling Status and click the Devices button. From there, you can select the desired plugin (under the “Devices discovered on the network” message), select the desired device under Plugin Status and then click the new Run Plugin button.

Crawler Application Update

• If you have GoToManage Monitoring, your Crawler application will automatically be updated on July 26, 2011. You must have the Crawler application running (i.e., the Crawler icon is in your system tray) in order for the automatic update to occur.

• If you wish to manually update your Crawler before the automatic update, you can download it at http://www.gotomanage.com/system/crawler/gotomanage_crawler_installer.exe.

Bug Fix:

Adding Log-In Credentials

• You can now successfully add log-in credentials to your Crawler by right-clicking the GoToManage icon in your system tray, selecting Configure Crawler, selecting the Credentials tab and clicking Add to enter new credentials. Previously, even after you entered new credentials, the Apply and OK buttons remained disabled (grayed out) so that you couldn’t save your new credentials.

For those of you who are considering upgrading to Lion please consider the following:

Providing support from a machine with Lion installed:

Lion does not come pre-installed with Java. If you want to perform support sessions from a machine running Lion and you don’t have the GoToManage Remote Support endpoint installed you should perform the following steps:

• Initiate a session from the Web UI.
• You’ll get a plug-in missing error. Clicking on this image will take you to the correct Java download package.
• Follow all prompts to install Java on your Mac.
• Restart your session and the download and installation of the GoToManage Remote Support endpoint will resume and your session will be established.

Providing support to a machine with Lion installed:

Currently this is not supported. Our developers have determined the required steps to resolve this issue and we will be releasing this functionality in the next update.

Thanks in advance for you continued support! We’ll notify you when we release the update.

What’s New Since June 10, 2011

The latest GoToManage update includes the following bug fixes:

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.

What’s New since May 25, 2011

The latest GoToManage Monitoring update includes the following changes:

XenServer Application

• If you have a GoToManage Monitoring account, you can now use the XenServer application to view extremely detailed information about your monitored XenServer servers and pools (as well as the virtual machines, storage devices and network devices that run on them). This is in addition to the Inventory application, which still allows you to see limited information about your monitored XenServer servers and virtual machines.

• XenServer servers and virtual machines will appear under both the Inventory application and the XenServer application (if the technician chooses to install it), but each application offers different diagnostic information.

• The GoToManage Monitoring Crawler application has been updated to version 4.1.2.1788.

Installing and Configuring the XenServer Application

• XenServer servers and their virtual machines appear automatically under the Inventory application, but to view them in the XenServer application, you must first add them to your list of available applications. To add the XenServer application to your home page, go to https://app.gotomanage.com/platform_apps, find the XenServer application and click Install Application.

• After installing the XenServer application, you must configure it in order to collect data. From the Monitoring home page, click XenServer under Applications, which will take you to a link with instructions on how to configure the application.

Using the XenServer Application

• Once you have installed and configured the XenServer application, you can access and view data by clicking XenServer under Applications on the Monitoring home page. From there, you can select the desired pool, host, server or virtual device from the left-navigation menu to view detailed information.

Bug Fixes:

GoToManage Monitoring Crawler

• You should encounter fewer error messages in the Issues Panel when using the Crawler application.

• The VMware application now has improved performance, so you should no longer experience unexpected crashes when using it.

What’s New since May 25, 2011

The latest GoToManage update includes the following changes:

Coming Soon: GoToManage for iPad app

• If you have a GoToManage Remote Support paid plan or free trial, you will soon be able to download and use the GoToManage for iPad app, which will allow you to host support sessions and manage your Unattended Support Computers from the Apple® iPad. To be alerted as soon as the app is available in the Apple App Store, you can go to www.GoToManage.com/iPad and sign up to be notified.

Bug Fix:

Unattended Support Computer Error

• You should no longer receive an “unexpected error” message when attempting to set up an Unattended Support Computer that has 5 or more Media Access Control (MAC) addresses.

What’s New Since May 10, 2011

The latest GoToManage update includes the following changes:

Signing Up for GoToManage

• You can sign up for a GoToManage Remote Support and/or Monitoring subscription plan from www.GoToManage.com by clicking the Plans & Pricing link under the Remote Support or Monitoring section. Subscriptions are available as monthly or yearly plans and include a free-plan option.

• You can sign up for a free trial of GoToManage Remote Support and Monitoring from www.GoToManage.com by clicking the Free Trial link under the Remote Support or Monitoring section. The free trial includes both services, so when you sign up for a free GoToManage Remote Support trial, you’ll also receive a free GoToManage Monitoring trial (and vice versa).

My Account Page

• If you have a GoToManage Remote Support, GoToManage Monitoring and/or GoToMeeting Global account, you can view all of your product billing, subscription and personal info from the My Account page. If you have accounts for 2 or more of those products, you’ll see separate entries for each product on the My Account page, allowing you to convert, modify, renew and cancel each subscription individually.

Automatic Renewal

• By default, GoToManage accounts with subscription plans (free or paid) are set to automatically renew to your selected plan each month or year. You can turn off automatic renewal by clicking the Turn Off Renewal button on the My Account page. To turn automatic renewal back on, you can click the Renew Plan button.

• Your plan will not be automatically renewed if your credit card is expired, even if you have the renewal setting turned on.

• To continue using GoToManage Remote Support or GoToManage Monitoring after your GoToManage free trial ends, go to your My Account page and select the free or paid plan you would like to subscribe to.

Known Issues

Signing Up for GoToManage Remote Support

• If you have an existing GoToAssist Express account and want to sign up for GoToManage Remote Support, you must sign up using a different email address than the one you use for GoToAssist Express. If you do use the same email address, you’ll lose access to the Unattended Support Computers you’ve previously set up on your GoToAssist Express account. In the event that you lose access to Unattended Support Computers, you must re-set up each computer individually. For further help, please contact Customer Support at (877) 582-7017 (toll free) or (805) 617-7367 (direct dial).

What’s New Since May 13, 2011

The latest GoToManage Remote Support update includes the following bug fix:

Unattended Support Computers

• You should no longer unexpectedly lose access to your Unattended Support Computers. Previously, internal maintenance on Citrix Online servers caused some Unattended Support Computers to stop connecting to the servers, effectively disabling access to those computers. To restore access to those computers, you must restart the GoToManage Remote Support application on each affected computer.

What’s New Since April 22, 2011:

The latest GoToManage Remote Support update includes the following changes:

Remote Support Reporting

• From the Report Generation page, you can now run Unattended Sessions Reports for all companies and all technicians on your account for sessions held after April 1, 2011. You can view your own data for sessions held prior to April 1, 2011 by selecting All Companies from the Company drop-down menu and your own name from the Technicians drop-down menu. Session reports for all companies and all technicians are not available for sessions held prior to April 1, 2011.

What’s New Since April 8, 2011:

The latest GoToManage update includes the following changes:

Inventory Application

• The Inventory application now has improved performance when displaying large lists of devices. The list of computers on the Remote Support home page also has improved performance.

• You can now click an account name above a list of company names on the home page to see all the devices in the account at once.

Adding Companies

• When you create new companies and click Submit multiple times, multiple companies with the same name are no longer created.

Remote Support Installer

• When you download GoToManage Remote Support, the installer executable is now named according to the company name, which enables you to track the company’s installer.

Alerts

• When alerts are cleared, emails are now sent to all appropriate notifications. Previously, notifications were not sent when alerts were cleared.

• There is now a new standard alert that can be used to monitor a Crawler that has not reported for more than 1 day.

As many of you may have noticed we released a major upgrade in Remote Support functionality this week and we are already getting rave reviews from many of you about how much more efficient and productive these new features allow you to be.

You may notice that there are some changes as noted in a previous post around our naming conventions for the GoToManage Remote Support and Monitoring modules. As you will notice GoToAssist Pro is now simply called GoToManage Remote Support. Keep in mind that this is still the same great support tool you have come to know and rely on to get the job done, only better.

Now that we have the name change taken care of I’d like to re-iterate some of the key new functionality for GoToManage Remote Support as follows:
Unattended support

• Access your unattended computers from the GoToManage Remote Support Endpoint (View by Company, Refresh, Rename, and Delete)

• Set up unattended support during an attended session from the GoToManage Remote Support Endpoint

• Set up unattended support at the host machine from http://www.fastsupport.com/unattended

• Deploy 500 unattended machines per GoToManage Remote Support installer

We hope you are as excited as we are about all of the changes and improvements to both GoToManage Remote Support and GoToManage Monitoring. As you can see by all of the recent improvements, we are listening to what you have to say and would like to hear more. This is only the beginning!

(Please see Build 274 Release Notes for complete documentation)

GoToManage® is all new and all the same. Let me explain. For some time we have considered aligning around one brand to consolidate our leading Remote Support and Monitoring capabilities for IT pros like you and eliminate any confusion. Well, that time has come and with this recent release, we have made it so.

GoToManage still has two modules that you can use separately or together. The two modules are GoToManage Remote Support (formerly known as GoToAssist Pro*) for attended and unattended remote support and GoToManage Monitoring for managing your key servers and tracking what’s on the network.

In addition to the branding change in the UI, we have also delivered a number of important new Remote Support features which you can read about in a separate blog post and Monitoring features which you can read about below.

• Custom Branding
  You can now upload a customized logo, which will appear in the user interface instead of the GoToManage logo. You can also customize the color of the navigation bar to fit your brand or liking.

• Dashboard Reports
  In the Reports application, you can now take any of your Dashboards and turn it into a report. Go to the Report application and select a new type of report labeled Dashboard. Once you specify which Dashboard you want, it is turned into a report. You can then schedule to have that report automatically distributed daily. This gives you the ultimate flexibility in customizing and distributing reports.

• GoToManage Monitoring help documentation
  We have updated the GoToManage support documentation. Check it out and see what’s there.

We are excited about these changes and the focus on the GoToManage brand. As always, let us know if you agree.

*The GoToAssist Pro brand has agreed to early retirement.

This GoToManage update (released 2/25/11) includes new features and bug fixes. We would love to hear your feedback!

GoToManage Platform Branding

• All references of “GoToAssist Pro” on the GoToAssist Pro website and application have been renamed “GoToManage Remote Support”. The navigation menu now reflects this change. GoToManage now includes 2 modules: Remote Support (formerly GoToAssist Pro) and Monitoring.

Custom Branding

• You can now upload a customized logo, which will appear in the user interface instead of the GoToManage logo. You can also customize the color of the navigation bar.

GoToManage Online Help

• The GoToAssist Pro online help has now been updated to reflect the GoToManage Remote Support branding change, as well as numerous other improvements.

Dashboard Reports

• In the Reports application, you can now generate a new type of report called “Dashboard.” Once you select a Dashboard, it is generated into a report in HTML or PDF format.

Scheduled Reports

• Improvements to scheduled reports have been made. You will no longer receive more than 1 report daily.

GoToAssist Pro Installer Limit

• The GoToAssist Pro unattended machine installer limit has now been increased to 500 machines per installer.

GoToAssist Pro Unattended Support

• You can now set up unattended support during an attended session and view the unattended support computers for your companies from the GoToAssist Pro application. You can also click Refresh, Rename and Delete from the drop-down menu for computers in the My Unattended Computers list.

• In addition, you can now set up unattended support when you are in front of your customer’s computer but not in session by downloading the customer application and running the installer via http://www.fastsupport.com/unattended.

• When unattended support is removed from your My Unattended Computers list, the GoToAssist Pro customer application will be uninstalled. You can also remove unattended support from the GoToAssist Pro website, but the customer application will keep running in the system tray even though it has been disabled. If you right-click the system tray icon, you can click Enable Unattended Access to re-enable this feature.

Logging In

• If a support representative has a GoToAssist Pro session running, and in the rare case that another support representative on the same account logs in to the same computer and tries to log in to GoToAssist Pro, the second support representative will see a dialog notifying them that they must end all current sessions to start a new session. If the second support representative agrees, all current sessions will end, and they will become the new logged in user.

• If you’re already logged in to GoToAssist Pro, you cannot change your email address in session from Preferences > Remember me on this computer. Only the email address and password that you logged in with will be remembered. If you want to log in to a different account during a session, you must do the following: Uncheck Remember me on this computer > Exit Session > Open GoToAssist Pro > Log in with the desired account credentials > Check Remember me on this computer.

Logging In to GoToAssist Pro

• You can now use the web application without having to log back in after 20 minutes of inactivity. The inactivity time limit has now been extended to 2 hours.

Happy new year!

We thought we would kick the year off with a terrific new release that includes a ton of small new features that you have asked for, a major new application that is ready for beta use, and some bug fixes (of course).

We are excited to tell you about what has changed and answer any questions that you might have about our IT management and remote support services. Go ahead and leave a comment or contact us at support@gotomanage.com if you have something to say.

Here are the major components of the new GoToManage release:

Early access to GoToManage Automation application!
It’s early, but we are excited about the beta release of our Automation application. It’s a game changer as GoToManage now allows you to monitor what’s going on in your environment and to actively make changes. If you’re interested in automating the way you make changes to computers on your network, we’re looking for customers who are willing to offer feedback on how we can improve our scripting and new automation application. Please send an email to support@gotomanage.com and include your contact information and “Interested in Automation” in the subject of your email, if you want to get started.

Inventory improvements
We’ve made it easier to manage how you view your devices and to understand how many devices each one of your clients or sites has. There are a number of additional improvements that have been made as well.

• Dragging devices between groups has also been improved. All groups that a device is not authorized to join will now be grayed out.
• The Inventory application now shows device and alert counts next to each group in the tree view. In addition, there is now an Alerts tab for each device that has generated alerts.
• When you click the Services tab, all devices will now be displayed.

Account management – deleting companies
You and our top-notch technical support organization has been vocally asking for this one. You can now delete companies from your account without contacting technical support. Hooray!

Alerting
Almost all our customers use the Alerting application, so when you ask for improvements here, we jump. The goal remains to keep Alerting easy-to-use and to manage. That means continually working to make it easier to set up alerts and reducing false positives. We have done both with this release.

• There is now a plugin for efficiently collecting Windows Service status information for the Windows Service alerts in the Alerting application.
• You will no longer receive duplicate alert notifications.
• When you set up restricted alerts, the alerts will no longer be triggered for devices that are not associated with specific devices or groups of devices.

Here are the major components of the new GoToAssist Pro release:

Reporting
You can now generate reports for GoToAssist Pro sessions for individual account users. Report on the attended and unattended sessions that you have done for up to one year. Access the reports directly through the drop-down menu under GoToAssist Pro.

Unattended support
When you install unattended support for a device, that device will now appear in the inventory within a couple of minutes.

Reset a connection
You can now reset an existing connection to an unattended machine. This is useful if a connection was left open by another GoToAssist Pro user and you need to connect to the machine. Click the Reset Connection button on the overview page for the device, in the inventory section.

We are excited about delivering this release only five days into the new year and thrilled about what’s coming for network management software, remote support, and IT Management SaaS in general. Get ready for a awesome year.

And please let us know if you are interested in getting a head start with scripting and our new Automation application.

GoToManage

Early Access to GoToManage Automation!
Contact support@gotomanage.com if you’re interested in automating the way you make changes to computers on your network. We’re looking for customers who are willing to offer feedback on how we can improve our new automation application. Please include your contact information and “Interested in Automation” in the subject of your email.

Inventory Improvements

• Dragging devices between groups has been improved. All groups that a device is not authorized to join will now be grayed out.
• The Inventory Application now shows device and alert counts next to each group in the tree view. In addition, there is now an Alerts tab for each device that has generated alerts.
• When you click the Services tab, all devices will now be displayed.

Deleting Companies

• You can now delete companies from your account without contacting technical support.

Alerting

• There is now a plugin for efficiently collecting Windows Service status information for the Windows Service alerts in the Alerting application.
• You will no longer receive duplicate alert notifications.
• When you set up restricted alerts, the alerts will no longer be triggered for devices that are not associated with specific devices or groups of devices.

Crawlers

• You can once again edit SNMP parameters.

Updates to Device Time

• The “Last Seen” time for a device will be set only when the device is scanned and data is collected from it.

Parameterized Query Drop-Down Menus

• There is now a new and improved drop-down menu for parameterized queries and service alerts, which can be seen in the alerting application for service alerts, as well as in other places.

Getting Started

• The GoToManage Getting Started section in the online help has been updated.

GoToAssist Pro

Logging In

• When a GoToAssist Pro session expires, you’ll now be redirected to the GoToAssist Log-In page.

Unattended Support

• When you install Unattended Support for a device, the device will now appear in the Inventory within a couple of minutes.

Inventory

• On the Inventory page, you can now click Reset Connection for each device to reset an existing GoToAssist Pro connection.

Reporting

• You can now generate reports for GoToAssist Pro sessions by going to the GoToAssist Pro drop-down menu.

Deleting Devices

• When you delete a device, the device will no longer be shown in the Inventory.