Source: Citrix Online Support
Why can I not send the Ctrl-Alt-Del commands using GoToAssist?
The Send Ctrl-Alt-Del feature on Windows 7, Vista, and Server 2008
If the Send Ctrl-Alt-Del feature is not functioning on a host PC with Windows 7, Vista or Server 2008 then the User Account Control (UAC) and/or the Secure Attention Sequence (SAS) may be disabled. The GoToAssist customer or customer's IT Manager will need to complete one of the following procedures to enable the Send Ctrl-Alt-Del feature. .
Enable User Account Control for individuals
In order to send the Ctrl-Alt-Del command to the host computer (the computer you are connecting to) , you must have the User Account Control enabled. Please do the following to ensure that UAC is turned on:
To enable User Account Control on Windows Vista
1. Click the Windows
button.
2. Select the Control Panel.
3. Select User Accounts.
4. Click Turn User Account Control On.
5. Check Use User Account Control (UAC) to help protect your computer and click OK
6. Restart the computer for the changes to take effect.
To enable User Account Control on Windows 7 or Server 2008
1. Click the Windows
2. Select the Control Panel.
3. Select User Accounts.
4. Click Change User Account Control settings.
5. Windows 7 offers four different User Account Control settings. If the UAC is set to the bottom option, then it is considered to be off. We recommend at least the default setting, but anywhere other than off will be sufficient.
6. Restart your computer for the changes to take effect.
You should now be able to send the CTRL-ALT-DEL command to the host computer. If you continue to have problems, the customer's computer may need to be configured by an IT administrator to accept this command when it is sent remotely.
Configure the Domain Group Policy or the Local Group Policy
In most cases, the IT administrator configures the Group Policy for the domain or sub-domain. If the Group Policy for the domain is "Not Configured" or the computer is not on a domain, then the local Group Policy may be configured.
Note: Only a domain administrator can modify the domain Group Policy.
Note: The domain Group Policy overrides the local Group Policy.
To configure the Domain Group Policy to allow GoToAssist to send Ctrl-Alt-Del
1. Log in to a PC with Windows 7, Vista, Windows 2008 R2 or 2008 Server as a domain administrator.
2. If using Windows 7 or Vista with Service Pack 1 or later, the Group Policy Management Console may need to be installed and enabled:
a. From Windows 7, please download and install the Windows 7 Remote Server Administration Tools. From Vista, download and install the Vista Remote Server Administration Tools (RSAT) from Microsoft.
b. In the Control Panel, under Programs and Features, select Turn Windows features on or off.
c. Navigate to Remote Server Administration Tools > Feature Administration Tools and then check the box next to Group Policy Management Tools.
3. If using Windows 2008 R2 or 2008 Server, the Group Policy Management Console may need to be installed or enabled:
a. Start the Server Manager.
b. In the Features section, select Add Features.
c. Check the box next to Group Policy Management.
4. Click the Windows
5. Select the search field and type gpmc.msc to open the Group Policy Management Console.
6. In the left pane of the Group Policy Management window, click the arrow to expand the forest until you have reached your company's domain.
7. Locate the Group Policy Object (GPO) in the domain or sub-domain that contains the policy that is preventing GoToMyPC from sending Ctrl-Alt-Del.
8. Right-click the GPO and select Edit.
9. Continue with the instructions for changing the Group Policy for Software SAS.
Note: The domain Group Policy change may not take effect until the workstations are restarted. Use the "gpupdate /force" command on each workstation to immediately enable the policy.
To configure the Local Group Policy to allow GoToAssist to send Ctrl-Alt-Del
1. Log in to the specific Windows 7 or Vista PC as a local or domain administrator
2. Click the Windows
3. Select search and type gpedit.msc to open the Group Policy Editor.
4. Continue with the instructions for changing the Group Policy for Software SAS.
Change the Group Policy for Software SAS
To change the Group Policy for Software SAS
1. In the left pane of the Group Policy Object Editor, navigate to Computer Configuration > Administrative Templates > Windows Components > Windows Logon Options.
2. Right-click the policy for Disable or enable software Secure Attention Sequence and select Properties.
3. Select the appropriate setting and click OK to apply the setting.
- Not Configured uses each computer's local Group Policy if setting a domain Group Policy. It is equivalent to Disabled if setting a local Group Policy.
- Enabled enforces the Group Policy. GoToAssist can send Ctrl-Alt-Del unless the policy's value is set to None.
- Disabled turns off the Group Policy. GoToAssist can send Ctrl-Alt-Del.