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Welcome to the Support Zone
    for GO-Global for Windows

     View Company Holidays

     Updates, Rehost Services and Support Services are included with your active maintenance contract and for NEW 1st Time registered evaluation.
     If your contract or evaluation is expired, please contact our Sales Team for current options to reinstate.

     ALL GO-Global Support Services provided through Email or Live Help.

     

Quick Links:

     Use these quick links for self-help

     System Requirements Please check to be sure you have compatible O/S
     Server Sizing Guide for planning ahead of time.
     Special Notices Important information you need to know.
     Hot Tips Knowledge base Q&A's, FAQS's, Problems|Resolutions.
     Request Rehost and/or Upgrade
     Still need help...

     Submit Inquiry for Help
     or
     Email Support full details including Support Request Wizard.

     introducing hopTo MAX client add-on for iOS and Android devices.      

GO-Global Host version 5.0.2.23352

      released February 1, 2017
     Host Download 5.0.2.23814
     Desktop Client Download 5.0.2.23814
     All client installs are included in the host install in the \web\client folder

     Release Notes 5.0.2.23814
     Read Me Notes
     ADMIN Guide here


     ALL client installers and documentation are included in the HOST install.

Known Issue: There is an issue in version 5.0 that causes the host's throttle option to be enabled by default.
This can cause performance problems in some applications. Customers can work around this issue by changing
the value of the Client Processing Throttle property in the C:\ProgramData\GraphOn\HostProperties.xml file from 1 to 0.
Please make this change if you have performance issues and see if it resolves it.

Known Issue: There is an issue with the native MAC Safari 10 client. To fix the issue please see Hot Tip GG_MAC

Known Issue: Office 2013 that use DiretX will not run in GO-Global sessions on Windows Server 2008 R2 or Windows 7 when KB 2670838 is installed. To work around this issue, uninstalling KB 2670838. Windows KB3670838 replaced the user-mode DirectX runtime with a version that requires display driver to support DirectX. GO-Global display drivers does not support DirectX except in Windows 8, Windows 8.1, Windows Server 2012 and Windows Server 2012 R2. The GO-Global driver only supports DirectX on these versions of Windows because it relies on a Windows component that is not available in earlier versions of Windows.


     

IMPORTANT

     32-bit HOST O/S is no longer supported.
     Version 4.8.2.21447 is the last version to support 32-bit HOST
     Download 4.8.2.21447 for (32-bit) Host O/S
     System Requirements 4.8.2
     

IMPORTANT

     NO further updates or technical support services will be provided for version 4.8.x and older - NO EXCEPTIONS
     NO further updates or technical support services will be provided for The Gateway Connector - NO EXCEPTIONS

KB3126587 & KB3126593 Compatiblity Update Only

Users running GO-Global for Windows 4.8.2.22090 or 5.0.0.22406 can add support for these Windows Updates by downloading and running the Compatibility Update for the host's architecture:

     ver. 4.8 Host O/S 32-bit Update
     ver. 5.0 Host O/S 64-bit Update
     

IMPORTANT

IT or Network services are not part of your active GO-Global maintenance contract. For network configuration, hardware, or other software installation and configuration, please contact your IT Network Administrator. We do not provide support for your network, hardware, security, registry, 3rd party software,custom scripts, etc.. You will be required to have or have access to your own IT source if required to adjust resource to accommodate GO-Global in your environment.

There is no 100% guarantee that all applications will function through GO-Global on every operating systems .Troubleshooting for your applications may require you to provide a VM copy of your server with the applications installed and include instructions how to use the software and steps to replicate the issue. If this is needed to troubleshoot, please check with your IT/Network Administrator and request they create a VM of your host server that includes the published applications. Or provide a copy of the application installer along with full instructions for installation and how to use. We are not responsible for downloading and requesting software from vendors.      

Need GO-Global Technical Support? contact our Support Team by Email Support or Submit Inquiry for Help (available to customers with active maintenance only).

          Please be ready to provide the following items if requested:
          Support Request Wizard from the Host server | Cluster Manager | Help menu.
          and/or APS log files \program files\graphon\go-global\logs that include the user, date and time.
          Users logon, date and time the error displayed.
          details with exact error message (screen shot) and how and when it displayed.
          client version and client type (desktop, iOS, Android, Browser, etc.)

          If we need to escalate the issue to an engineer, we may require one of the following:
          Copy of the application with installation and configuration instructions.
          or a virtual copy of the host server with the application(s) installed. Check with your IT/Network Admin if needed.
          This would be requested in the event your issue is unique and will need further testing in the lab.

IMPORTANT

Technical support services does NOT include 'how to' type service such as enabling and configuration of features and using GO-Global in general. Technical support is for actual 'issues | errors' that are displayed and caused by GO-Global software. For general information on features and configuration, please access the admin guide included in your installation, access the online Knowledge base or email your questions to General Questions.

Maintenance renewals for less than the total number of the license files issued on the same host. will be eligible for Update/Upgrades and Rehost service ONLY for active licenses during the contract period. But will not receive TECHNICAL SUPPORT. To receive Technical Support ALL licenses on host must have active maintenance. Customers are responsible to know their due date for their maintenance contracts and to submit orders with full payment on or before due date to avoid late fees. Purchase orders do not constitute as a renewal. We provide 4 complimentary reminders by automated Email you have registered. Reinstatement of maintenance is retro active from the expired date plus 1 full year.

Grounds for Termination of Service without refund:

If modifications are made to the Software and/or database that compromise our ability to support it.
If tools, commands or other methods of program configuration are used that are not specifically provided by GraphOn Corporation or Resource Dynamics.
At our discretion, if a customer or a customer's representative acts in an abusive or otherwise inappropriate manner.
If a customer's technical environment is considered un supportive.

All Sales are Final. Full feature trials available. Try before you buy!


Resource Dynamics, Inc.
Email Sales


Email Support

Sales 727-367-1020
Mon-Fri | Phone Service 9am-5pm EST
Mon-Fri | Email Service 8am-5pm EST

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Updated May 18, 2016