GraphOn Technical Support Checklist

The GraphOn Technical Support Team is dedicated to helping resolve your issues quickly and accurately.

To facilitate prompt service, we ask that you keep this checklist of required information close by for reference when you contact GraphOn Technical Support.

When possible, include screenshots (PNG, BMP) and clickable links (ftp://, http://, etc.). Try to avoid Word documents and UNC paths, e.g., \\server\share.

In the event that remote access by one of our GraphOn Technical Support Engineers may be necessary, the following may be required:

  • Connection details.
  • The remote access product to be used.
  • IP address of the computer.
  • Any credentials required to connect to the machine.
  • User name and password of an account that is a member of the Administrators group on the remote machine.
  • Contact information of a person at the customer's site that can, if necessary, provide assistance during the debugging session.
  • If remote access will be provided using WebEx, the customer contact will generally have to help start the debugging session.
  • Exclusive remote access to the customer's machine for the period of the debugging session.
  • Debugging a problem on a customer's system generally involves starting and stopping one or more GO-Global processes and sometimes requires rebooting the server one or more times. Since these operations cannot be performed while users are running GO-Global sessions, exclusive access to the server for the duration of the debug session must be obtained.
  • What is the name of the GraphOn product you are reporting an issue on?
    • GO-Global iPad Client
    • GO-Global iPhone Client
    • GO-Global Android Client
    • GO-Global Host Professional Windows
    • 4.7.0 GO-Global
    • 4.7.0 Gateway
    • 4.6.0 GO-Global
    • 4.6.0 Gateway
    • GO-Global Cloud Windows
    • GO-Global Gateway
    • GO-Global UNIX
    • GO-Global Windows
    • iOS Gateway Client
    • iOS GO-Global Client
  • From whom did you purchase the software? Was it purchased from a GraphOn sales or a reseller?

  • License number - located inside the license file on your GO-Global server.
    • UNIX: (${GOGLOBAL_ROOT}/etc/license.dat)
      Look for line similar to: “THIS LICENSE is ID 123456-AA”

      If a remote license server is in use you may have to ask your system administrator for a copy of the license file.
    • Windows: path of GO-Global installation license.lic
      C:\Program Files\GraphOn\GO-Global
      (Or whatever you have named the file).
      Look for line similar to: “THIS LICENSE is ID 123456-AA”
  • Client version
    • UNIX: GO-Global Click Help -> About

      Go-Global for UNIX
    • Windows: path of GO-Global installation
      C:\Program Files\GraphOn\GO-Global
      (Or whatever you have named the file).
      Select the cs.dll file and then using the right mouse button display the menu.
      Select the properties entry from the menu.
      This will display the Properties dialog box.
      Select the Version tab on the Properties dialog box.
      The File version listed in the Properties dialog box is the GO-Global client version you are using.

      cs.dll file
  • Server version –
    • UNIX: GO-Global Click Help -> About

    • Windows: In GO-Global Click Help -> About GraphOn GO-Global

  • Client Operating system version –
    • UNIX: Run command uname -a
    • Windows: Right click - properties on my computer icon

      Windows Properties
  • Server operating system version –
    • UNIX: Log on to the GO-Global server an run command uname -a
    • Windows: Remote Desktop onto the server then right click - properties on my computer icon



  • Server OS Hotfixes:
    • Remote Desktop on to the server.

    • Download and run Belarc Advisor www.belarc.com/free_download.html
      Check the Missing Microsoft Security Hotfixes and Installed Microsoft Hotfixes section of the Belarc Advisor report for the required information.
  • Server OS Service pack level:
    • Remote Desktop on to the server.

    • Download and run Belarc Advisor www.belarc.com/free_download.html
      Check the Operating System entry in the Belarc Advisor report for the required information
  • Web server operating system version –
    • UNIX: Log on to the GO-Global web server an run command uname -a
    • Windows: Remote Desktop onto the web server then right click - properties on my computer icon



  • Web browser name and version –
    • From your web browser select help about

  • Network configuration –
    • The System administrator should have this information.
  • Was anything new installed onto the affected system?
    • Systems administrator should have knowledge of these changes /updates
  • Last changes made to server and/or server farm
    • Systems administrator should have knowledge of these changes/updates
  • Were any changes made to the system that may have caused or exacerbated the problem?
  • A detailed description of the problem including the name of the user, date and time the problem occurred.
  • Steps to reproduce issue and troubleshooting diagnostic steps taken
  • Log files –
    • UNIX: Log on to the GO-Global server
      Open GO-Global
      Click Help - Report a problem from the GO-Global UNIX client

    • Windows: Located in the GO-Global for Windows installation path on the GO-Global server

      The APS log is in the
      ‘..\graphon\go-global \log’ folder, by default it’s C:\GraphOn\GO-Global \Log’.

      The license.log is
      ‘..\graphon\go-global \programs’ folder, by default it’s C:\GraphOn\GO-Global \Programs’.