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Icon_blog_forum_small GoToManage Remote Support & Monitoring Release Notes
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Laura Reed
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08/29/2011 at 10:44
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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 “&.”
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