- How to Download GoToAssist (Remote Support) for PC or MAC: Before anything else, it's essential to free download either BlueStacks or Andy os to your PC using download button offered at the starting point on this page. Right after the installer finish off downloading, open it to begin the installation process.
- The #1 choice for Remote Desktop Support, offering easy to use support features on desktop & mobile. Learn more about GoToAssist and start a trial today!
HELP FILE
Setting Up Unattended Support on Desktop
Unattended support can be set up by adding the device to the Devices list during a Remote Control session, or by installing the GoToAssist Remote Support application on the device.
The availability of the unattended support features depends on an account-level setting in the GoToAssist Remote Support Administration Center.
For Mac users, the GoToAssist Express icon appears in your dock. Note: If java is not installed on your Mac or PC then GoToAssist Express will not automatically start on your computer. In this case click the Manual Download link and when prompted. If you wish to automate the download process then follow the on-screen instructions to install java.
Note: The maximum number of devices set up for unattended access per GoToAssist Remote Support v5 account is 10,000.
Set up while in an Attended Support Session
- This process requires the customer to be physically present at their computer during an active Remote Control session.
- You need to be in control of the customer's computer.
- If you are not in admin mode, you need to restart the GoToAssist Remote Support application as a system service.
- Setting up unattended access while in an attended support session is NOT available in case of Windows Remote Desktop Protocol (RDP) connection to the remote computer.
- During an active Remote Control session, click Add Device on the Tool Bar. Remember: You need to be in control of the customer's computer to set up unattended access. For information about how to elevate a session to Remote Control, see Requesting Remote Control.
- Enter a name for the device that will represent it on your list of devices available for unattended support.
- Select the Device group to which you want to add the device.
- Click Add.The customer is prompted to grant permission for setting up unattended support on their computer. They need to click Allow Unattended Support, or the permission is automatically declined after nine seconds. The agent cannot control the customer's computer while the prompt for permission window is being displayed.
- Agent side
- The Add Device icon on the Tool Bar turns into the Device Added icon indicating that the customer's computer is now available on the Devices tab.
- Customer side
- The icon of the GoToAssist Remote Support application is displayed on the customer's system tray (Win) or Application menu (Mac).
Tip: On a Windows device already set up for unattended access, login credentials can be saved. See Storing Unattended Credentials (Windows only) for further details.
Tip:Agents can create desktop shortcuts for quick access to unattended devices. See Creating Desktop Shortcuts for Devices.
Set up from Customer's Computer
It is recommended that the user setting up unattended access is physically present at the computer during the setup process.
- On the customer's device, log in to the GoToAssist Remote Support v5 Agent Console at https://console.gotoassist.com/.
- Select the Devices tab.
- Select the correct Device Group (if groups have been created for the account). Tip: After the setup, the customer's device will be automatically added to the Device Group you selected.
- In the top-right corner of the console, click Download Unattended Installer, and select your platform (Windows or Mac). Tip: If you are running Windows, for a single installation use either the EXE or the MSI installer. The latter makes multiple installs possible too.
- When the download of the unattended installer is complete, open it on the customer's computer. Once the GoToAssist Remote Support application is installed, the application's icon is displayed on the system tray (Win) or Application menu (Mac).The device also appears in the selected Device Group on the Devices tab of the GoToAssist Remote Support v5 Agent Console.Tip:Agents can create desktop shortcuts for quick access to unattended devices. See Creating Desktop Shortcuts for Devices.
Tip: On a Windows device already set up for unattended access, login credentials can be saved. See Storing Unattended Credentials (Windows only) for further details.
Set up on Multiple Computers (Windows only)
The Windows MSI installer makes it possible for system or domain administrators to set up unattended access on multiple domain machines simultaneously.
The article assumes you are familiar with and use built-in Windows software distribution methods such as Microsoft Group Policy Management.
Note: You can also use third-party software such as Microsoft System Center Configuration Manager or Prism Deploy.
- Choose an existing shared folder on a server in your network, or create a new folder.
- Save the Windows MSI installer to that folder. To get it:
- Log in to the GoToAssist Remote Support v5 Agent Console at https://console.gotoassist.com/.
- Select the Devices tab.
- In the top-right corner of the console, click DOWNLOAD UNATTENDED INSTALLER and select DOWNLOAD FOR WINDOWS (MSI).
- In the Microsoft Group Policy Management application set the permissions:
Option
Description Per user Set share permissions and folder permissions to 'Authenticated users = read and execute'. Change the permissions at:- Share - Properties > Sharing tab > Advanced Sharing button > Permissions button > Authenticated Users
- Folder - Properties > Security tab
Per domain Set share permissions and folder permissions to 'Domain Computers = read and execute'. Change the permissions at:- Share - Properties > Sharing tab > Advanced Sharing button > Permissions button > Authenticated Users
- Folder - Properties > Security tab
Per group - Create a group that includes only the computers on which you want to install unattended access.
- Create a new filter and add the group to it.
Note: Make sure to remove the default 'Authenticated Users' filter. - Optional: It is highly recommended to run a test installation of the .MSI file to verify its integrity.
- In the Microsoft Group Policy Management application create a new policy.
- Edit the new policy in the Group Policy Management Editor:
- In the left navigation panel, select Computer Configuration > Policies > Software Settings.
- Right-click Software Installation and select New > Package.
- Select the Windows MSI Installer that you copied to the shared folder and click Open.
- In the Deploy Software window, select Assigned and click OK.
The new package appears on the right panel of the Group Policy Management Editor. - Reboot one or more workstations to install the .MSI file.
You can also check the Programs and Features list to see if the GoToAssist Remote Support application was successfully installed.
Tip: If the application was not installed, check the Windows Event Viewer for errors.
Tip: On a Windows device already set up for unattended access, login credentials can be saved. See Storing Unattended Credentials (Windows only) for further details.
Related Articles- Managing Device Groups in the Agent Console
- Restarting the GoToAssist Remote Support v5 application as a System Service
1Join a Support Session
While on your Mac desktop, you can join a support session using the Support URL or Support Key provided by your agent in various ways. However, your experience joining the support session will depend on whether the GoToAssist Opener 'helper' application has been installed previously.
Joining from a Windows computer? Check out the Customer Guide for Windows.
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- If it's your first time joining a session, you will be prompted to download the GoToAssist Opener 'helper' application. Once installed, the GoToAssist Customer application will launch, and you will be joined with the agent in a support session.
- If you've joined a session before and have previously installed the GoToAssist Opener 'helper' application, the GoToAssist Customer application will launch you directly into a support session with the agent.
- Support Key
- Go to www.fastsupport.com.
- Enter your name and Support Key.
- Click Continue to download and run the 'helper' application, or be launched immediately into session.
- Email
- Click the Support URL in the email invitation.
- When your web browser opens, you will either be prompted to download and run the 'helper' application, or be launched immediately into session.
Q:
What are the system requirements for joining a session?
Q:
Where can I find information about optimal firewall configuration?
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2Share your screen
Once you have joined a support session, you are prompted to share your screen with the agent and allow them to remotely control your keyboard and mouse. You can click Stop Screen Sharing on the GoToAssist Customer toolbar to stop screen sharing and remote control at any time.
Note: When an agent's account is enabled for session recording, an additional message, 'This session will be recorded' is displayed when you are prompted to join the support session.
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Q:
I stopped sharing my screen. How do I start sharing it again?
Q:
I have multiple monitors. Can the agent see all of my screens?
Q:
Why doesn't the agent have remote control during my session?
Q:
I see a message that the session will be recorded. What exactly will be recorded?
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3Transfer files
During your support session, you can send files to the agent, and they can send files to you.
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- Click File Transfer on the Apple Menu bar.
- Click Send Files to <agent name>.
- Select 1 or more files or folders (hold the Command key to select multiple).
- Click Send.
- When the agent sends you a file, an Incoming File Transfer window will appear, with the default destination location of Downloads.
- Click Save to save the file in the default destination, or click Change to browse to a different destination location, then Save.
- When the agent requests a file from you, a File(s)/Folder(s) Selection window will appear.
- Select 1 or more files or folders (hold the Command key to select multiple).
- Click Send.
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4Chat with the agent
Gotoassist Free Download
You can use the chat feature on the GoToAssist Customer toolbar to send & receive chat messages during your support session with the agent.
Gotoassist Mac Support
When you join, the GoToAssist Customer toolbar will be expanded, where you can exchange messages with the agent during your support session.