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Welcome to our GO-Global Support Zone


Live Chat Software

Live Help available for all registered trials and active support plans
     

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.
     Compare to Terminal Service & Citrix
     introducing hopTo MAX client add-on for iOS and Android devices.
     Hot Tips Knowledge base Q&A's, FAQS's, Problems|Resolutions.
     Email Support full details including Support Request Wizard.
     REHOST: Send Email to Licensing
         New license required if your Host Name and/or Host ID changes. Requires active maintenance.
         Include full registration information, NEW Host Name, Host ID (1st physical address), Host O/S

     Version UPGRADE: Send Email to Licensing
         Moving from one version of GO-Global to another, example 4.8.x.xxxx to 5.0.x.xxxx. Requires a new license file.
         Requires a valid maintenance contract to upgrade.
         Include full registration information, and include copy of your current *.lic file(s)

     UPDATES uses license validation during the update process.
         Download the Host Install, select option 'update/repair', follow prompts.
         Requires active maintenance. Validation is specific to the release you installed.
     GO-Global Host version 5.0.2.25148 | released August 8, 2017

     Host Download 5.0.2.25148
     Desktop Client Download 5.0.2.25148
     All client installs are included in the host install in the \web\client folder

     Release Notes 5.0.2.25148
     Quick Start Guide
     ADMIN Guide here
     GO-Global host version 4.8.2.23274

     Host Download 4.8.2.23274 x64
     Host Download 4.8.2.23274 x32

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

          NOTE..because these are older versions, you may have to uninstall Window Updates that may be incompatible.


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: 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 LICENSING Changes

     Each active license file will be validated, updated and replaced with a new license file and the old license renamed.
     The licenses are now tied to the GO-Global version and build number.

     

IMPORTANT

     32-bit HOST O/S are no longer supported with the release of version 5.0.
     Technical Support for version 4.8.x is limited.

     Once a new release is made, testing is discontinued for older versions of GO-Global

     

IMPORTANT

     NO further updates or technical support services will be provided for version 4.7.x and older - NO EXCEPTIONS
     NO further updates or technical support services will be provided for The Gateway Connector - NO EXCEPTIONS
     

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.

     Support Services are by Email and Live Chat           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 'issues | errors' that are displayed and caused by GO-Global software.

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.

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