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.