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Can I switch user profiles in Windows during a support session?

Learn how to switch user profiles in Windows while you are attending a support session.

A known issue involving switching user profiles in Windows 10 on the customer side has been identified by our engineering team.

RESOLVED:Please update to the latest version (v4.8, b1692) of the GoToAssist Customer application.

Note: If continuing to use any version earlier than the latest (v4.7, b1673 and earlier) of the GoToAssist Customer desktop application, please use the Workarounds listed below.

How to reproduce the issue

  1. The agent connects to the Windows User A profile in either an attended or unattended support session.
  2. The agent switches to the Windows User B profile during the session.
  3. The agent switches back to the Windows User A profile.

Workarounds

Workaround #1: Continue using GoToAssist Remote Support v4

  1. End the support session with the Windows User B profile.
  2. Start a new support session with the Windows User B profile.
  3. Switch back to the Windows User A profile.
  • This known issue is not present in GoToAssist Remote Support v5, therefore it can be used to host support sessions.

Related

Refresh or reset unattended computers

What is RescueAssist?

Related Articles:
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  • How do I contact customer support for GoToAssist Remote Support v4?
  • How do I update my Salesforce integration?
  • Installing unattended support replaces another unattended device
  • Install unattended access without admin permissions
  • Is there any change in my GoToMyPC user experience if I use macOS Sequoia?
Article last updated: 27 September, 2022
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