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Gotoassist does not connect

Abbas Momin

Hi,

I have 2 Windows 10 PC with Gotoassist won't connect. Same error on both. Please see screenshot of the error and the Firewall log viewer. Any guidance is appreciated. I have lan to wan rule that allows all and still it won't work.

Let me know if more information is needed.

Thanks in advance



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  • 0

    can those 2 machines connect to normal websites in on the internet?

    Please post a screenshot of log viewer when the go2assist program is started. The packets we see in your first screenshot belong to an existing session which has not been established for the XG.

    Most likely you will need web exceptions to except SSL and and other checks for the FQDN listed here. https://support.logmeininc.com/gotoassist-remote-support/help/whitelisting-and-firewall-configuration

    Also, do you have enabled the firewall rules for the ports listed there?

    Test with a FW rule on top that allows ANY service for one of the computers towards the internet. Disable Webfiltering on that rule. It will probably work.

  • 0 in reply to LHerzog

    Yes, everything else works fine on both PCs. 

    I had this rule for a while now.. just changed the format of websites URL. Is the attached screenshot correct way of entering URLs?

    I have below rule that I think should not block Gotoassist

  • 0 in reply to Abbas Momin

    Hi,

    Looks like based off the link posted above, there are a bunch more URLs that need to be added for Goto Assist which was purchased by Log Me In a few years ago.

    GoToAssist

    GoToAssist Domains
    *.assist.com
    *.fastsupport.com
    *.go2assist.me
    *.gofastchat.com
    *.gotoassist.com
    *.gotoassist.at
    *.gotoassist.me
    *.helpme.net
    *.logmeinrescue.com
    *.tokbox.com
    static.opentok.com
    enterprise.opentok.com
    api.opentok.com
    anvil.opentok.com
    hlg.toxbox.com

    For your expressions if you follow: ^([A-Za-z0-9.-]*\.)?example\.com/ this will match all subdomains of example.com. I dont think you need to have ?/ at the end of each one. 

    To avoid removing the current rules and test this option, just make a copy of the exception and try the new expression i mentioned.

    Hope this helps

  • 0 in reply to msiconolfi

    Yes, I added other URLs too. I will give it a try Monday. Thanks a lot to both responses.

  • 0 in reply to Abbas Momin

            ^([A-Za-z0-9.-]*\.)?openvoice\.com\.?/
            ^([A-Za-z0-9.-]*\.)?accounts\.logme\.in\.?/
            ^([A-Za-z0-9.-]*\.)?joingotomeeting\.com\.?/
            ^([A-Za-z0-9.-]*\.)?cdngetgo\.com\.?/
            ^([A-Za-z0-9.-]*\.)?logmein\.eu\.?/
            ^([A-Za-z0-9.-]*\.)?clientstream\.launchdarkly\.com\.?/
            ^([A-Za-z0-9.-]*\.)?api\.filepicker\.io\.?/
            ^([A-Za-z0-9.-]*\.)?getgoservices\.net\.?/
            ^([A-Za-z0-9.-]*\.)?logmein\.com\.?/
            ^([A-Za-z0-9.-]*\.)?internapcdn\.net\.?/
            ^([A-Za-z0-9.-]*\.)?logmeininc\.com\.?/
            ^([A-Za-z0-9.-]*\.)?getgo\.com\.?/
            ^([A-Za-z0-9.-]*\.)?gotomeeting\.com\.?/
            ^([A-Za-z0-9.-]*\.)?gotoconference\.com\.?/
            ^([A-Za-z0-9.-]*\.)?expertcity\.com \.?/
            ^([A-Za-z0-9.-]*\.)?internap\.net\.?/
            ^([A-Za-z0-9.-]*\.)?gotoroom\.com\.?/
            ^([A-Za-z0-9.-]*\.)?getgoservices\.com\.?/
            ^([A-Za-z0-9.-]*\.)?getgocdn\.com\.?/
            ^([A-Za-z0-9.-]*\.)?goto-rtc\.com\.?/
            ^([A-Za-z0-9.-]*\.)?filestackapi.com \.?/
            ^([A-Za-z0-9.-]*\.)?gotomeet\.at\.?/
            ^([A-Za-z0-9.-]*\.)?raas\.io\.?/

    you will need to add some URL to the above list. This is what we added for GotoMeeting