The Network Operations Center has confirmed that the issue has been resolved completely and all systems are 100% operational at this time.
We will conduct an internal investigation of this issue and make appropriate improvements to our systems to help prevent or minimize future recurrence.
Posted Mar 11, 2019 - 17:56 UTC
Monitoring
At this time, we have confirmed that internal tests are working fine and RescueAssist is operating normally. We are continuing to monitor the situation.
Posted Mar 11, 2019 - 17:36 UTC
Identified
Our engineers have identified the issue to be due to an issue with the application backend streaming services and our engineers are working to resolve the issue.
Posted Mar 11, 2019 - 17:31 UTC
Investigating
The Network Operations Center is investigating reports that some customers using RescueAssist may be unable able to control the keyboard/mouse while in session.
We have engaged our on-call responders and we will provide another update shortly.
Posted Mar 11, 2019 - 17:22 UTC
This incident affected: GoToAssist Remote Support v5.