HELP FILE

What if I Forget My Signature Key?

    We can't resend your signature key, because we don't store it anywhere.

    Depending on whether you have a recovery file or there's an admin in your company with a zero trust signature key, you have the following options:

    You have created a recovery file

    You've made a smart decision, well done. Now you can reset your signature key for yourself without the approval of another agent in your organization.
    1. Start a sensitive task that requires zero trust authentication, such as creating a Remote Execution job.
    2. On the Enter your signature key page, select I forgot my signature key.
    3. Drag and drop your recovery file to Reset signature key window.

      You can create a new recovery key if you can't find your current one.

    4. Select Reset signature key.
    5. Type your new signature key and confirm it.
    6. Select Create new signature key.
    Note: Creating a recovery file is highly recommended, especially when you are the only agent in your organization.

    There are other agents in your company who remember their signature keys

    You're in luck. Simply create a new key as if it was the first one and ask an admin to approve it for you. To create a new key, do the following:
    1. Start a sensitive task that requires zero trust authentication, such as creating a Remote Execution job.
    2. On the Enter your signature key page, select I forgot my signature key.
    3. Select I'm ready for heightened security.
    4. On the Signature key 101 page, make sure you read the description carefully and select Create signature key.
    5. On the Create your signature key page, type your unique key.

      Your key must have at least eight characters.

    6. Select I understand that GoTo can't restore a forgotten signature key and click Next.
    7. Confirm your signature key and click Next.
    8. Download your six-digit verification code or write it down and keep it handy.

    When your new key is approved, you can use it as if nothing has happened. Your old key is automatically revoked.

    There is no one else in your company who remembers their signature key

    Your signature key creates a link between you and your devices and we can simply cut that link for you. This would render your signature key unusable, which has the following result:
    • You will not be able to access or manage your managed devices.
    • You can and should create a new signature key.
    • You have to redeploy all your devices in GoTo Resolve using the new key.
    • You have to re-create your Device groups.
    • You have to re-add your alerts, antivirus settings, and Windows update policies.

    Still an appealing solution? Then here's what you can do when you forget your signature key and there is no other agent to approve a new key for you:

    1. Start a sensitive task that requires zero trust authentication, such as creating a Remote Execution job.
    2. On the Enter your signature key page, select I forgot my signature key.

      Your key is deleted and you can create a new one. Don't forget to redeploy your devices.

    Tip: Choose your signature key wisely and remember it well.
    Article last updated: 24 December, 2022