GoToAssist Unattended Installation Fails

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Level 1

8 points

GoToAssist Unattended Installation Fails

I have tried going to the support forums at GoToAssist, but they didn't have a lot of information for me to work with, so I am hoping the Apple community can give me a hand with this.

I upgraded a Mac Mini (~2010-2011 I think) to Sierra back in July. This application was already installed prior to the upgrade. When the upgrade was finished, the application didn't seem to work anymore. (I wish I could remember more details, but I think it simply wouldn't launch.) I uninstalled it from Applications (moved to trash) and tried to reinstall but received the below error. Is it possible that there are remnants of the old install somewhere buried in the OS that I need to remove?

We have "GoToAssist Unattended" running on other Mac Minis of the same model and OS version.

I've tried rebooting it. I was told to try making a new user to install it on, but unfortunately that's not an easy option for us. I can only access this Mac directly once every couple weeks, and we have automatic login setup as the Mac needs to be running as a server for our clients to access some things. Last time I tried to switch to a new user I created, it got stuck at some kinda dumb welcome screen, and I lost remote access via Teamviewer... so that type of a solution will have to wait a couple weeks. I am hoping that there is simply something I can check or do on this account to get it working.

Thank you,

Kevin@TCS

Mac mini, macOS Sierra (10.12.6)

Posted on Aug 22, 2017 9:47 AM

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Answer 1

Top-ranking reply

Tesserax

Level 10

158,268 points

Oct 18, 2017 10:29 AM in response to Kevin@TCS

Yes, there are probably remnants of this application left as you suspect.

I suggest that you download and run EtreCheck and post the report for us to look at. It will give both you and us clues to where these remnants may be residing.

You can download EtreCheck from here.
Start EtreCheck from a normal user account. Optionally, you can run it from a user account with Administrator privileges.
Select Options
Verify that the two options: "Ignore expected failures in Apple tasks" and "Hide Apple tasks" are enabled." Note: They should be by default. You can skip this step the next time your run EtreCheck.
Select a problem from the drop-down menu to enable the "Start EtreCheck" button. Optionally, you can add comments on what issues your Mac is experiencing, especially to aide others with similar Mac issues.
Click on Start EtreCheck
Allow the program to run to completion.
When done, you should get a results report.
Select the "Share Report" icon.
Select Copy Report
Paste the report to your reply post.

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Answer 2

Kevin@TCS Author

Level 1

8 points

Oct 18, 2017 10:29 AM in response to Tesserax

I appreciate the response. I may try that utility the next time that something like this happens. I just so happens that the next time that my colleague here at work went to try it in the last 2-3 weeks maybe, it worked. It just randomly worked.

Thank you for your reply. I didn't know that something like Ccleaner existed for Mac. It seems like this is a similar program.

Thanks,

Kevin

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