Why do I encounter an error when I try to join a support session?
A known issue involving the join flow on the customer side has been identified by our engineering team.
Cause of issue
This issue is being caused by Windows Error Code 0X800B010E in which the customer side will encounter one of the error messages listed below when attempting to join a support session.
Error messages
GoTo Opener encountered an error: The timestamp signature and/or certificate could not be verified or is malformed. Failed to download <product> from our servers.
GoTo Opener encountered an error: The revocation process could not continue - the certificate(s) could not be checked. Failed to download <product> from our servers.
Workaround
- Uninstall the following applications:
- GoTo Opener
- GoToAssist Corporate (if present)
- Download the GoToAssist Corporate Customer Pre-Installation Package (MSI) - this application must be provided by a GoToAssist Corporate manager.
- Open the application and join a support session.
Article last updated: 27 September, 2022
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