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Support for Multifactor Authentication

Users now have the ability to set up multifactor authentication as an added layer of security when signing in to their GoTo account. Users can begin the enrollment process and manage their paired mobile devices within the "Enhanced Security" section on the Sign In & Security page at https://profile.logmeininc.com/signin-security. Once set up, the user will be prompted to enter a code from their authenticator app in order to access their GoTo product account going forward.

Note: If a user pairs their mobile device but disables the Enhanced Security setting, the user may still be prompted to verify their login via the paired multifactor authentication device (which is done via email verification when no device is paired) for security purposes when they sign in to their account.

Previously, multifactor authentication was only supported for GoToAssist Remote Support (v4 and v5) users. These existing users (who have already paired a mobile device with their account) will not be impacted by these changes, and their paired mobile devices will automatically be recognized and listed within the Sign In & Security page, now under the "Enhanced Security" section. However, those GoToAssist Remote Support users will still need to enable the Enhanced Security setting, which will improve their login security by leveraging multiple factor and risk-based scores.

• Updated the text for "Jive PBX Extension" to "GoTo Connect PBX Extension" in the Edit attribute mapping configuration window.
• Fixed an issue in which the user was not able to resize the Active Directory Connector window.

• All references to the following texts have been updated throughout the GoTo Admin Center (classic):
  • Seats has been changed to Products on the Manage Users page (for both the Filter category when filtering users and when assigning products to a bulk set of users), updating a user's account role, and within error messages.
  • Suppress email notification has been changed to Do not notify users about this change on the Edit User page when a user's product access and/or role has changed
  • Logged in and loggedout have been updated to signed in and signed out on the Two-Factor Authentication pane in Admin Settings
• Added feature description to the Custom Field pane in Admin Settings. Learn more about managing custom fields.
• Updated User Status feature so that accurate messaging with further instruction is reflected within their status on both the Manage Users and User Details pages.
• Fixed issue in which the "Status" tooltip window was displayed as transparent on the Manage Users page.
• Fixed issue in which the Custom URL radio button can be selected within the Personal Meeting Room pane in Admin Settings.
• Fixed issue in which the account name value was missing in user invitation emails.

Support Sessions Now Use API v2 for Authentication

Agents who initiate support sessions from within Service Desk incidents will now see Authorize & Start Support Session (if they have not authenticated in the last 60 minutes) as the system now uses the API v2 for authentication. Previously, the system was using API v1 for authentication, and the agent was not required to authorize before launching the support session.

• Fixed issue in which custom fields values for incidents were not being accurately reflected in Service Desk reports.