GoToAssist app issue while DLP agent is installed.

Products

• Data Loss Prevention

Issue/Introduction

If DLP Agent is installed, GoToAssist app is not working properly and produces errors similar to below in the DLP Agent log:

11/18/2024 17:00:01 | 31292 | WARNING | CodeInjection.POMClient | Process Initialization is still in progress, Retry Count:1 for ProcessId:8576, Process Name:C:\Program Files (x86)\LogMeIn\GoToAssist Corporate\1408\GoToAssist_Corporate_HelpAlert.exe. | C:\VontuDev\workDir\GeneralHooks\ProcessOperationMonitor\Src\POMHook.cpp(484)

Cause

DLP hooking may cause some compatibility issues with GoToAssist.

Resolution

Define below executable(s) as not monitored in DLP Global Application Monitoring.

• g2ax_comm_expert.exe
• g2ax_user_expert.exe
• g2ax_start.exe
• GoToAssist_Corporate_HelpAlert.exe
• G2AC_Installer.exe
• G2AC_UIExpert.exe