Gotoassist Client For Mac

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1Join a Support Session

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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! The GoToAssist Remote Support v5 Agent Console is available as a standalone, native application for Windows and macOS. Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Mozilla Firefox. When the download finishes, click Open link when prompted by the 'Launch Application' dialog (click Start Session again if you need to restart the download) and the GoTo Opener app will install. When the download finishes, click Open GoTo.

Mac

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
    1. Go to www.fastsupport.com.
    2. Enter your name and Support Key.
    3. Click Continue to download and run the 'helper' application, or be launched immediately into session.
  • Email
    1. Click the Support URL in the email invitation.
    2. 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?

Support
System requirements for the customer desktop application can be found here.

Q:

Where can I find information about optimal firewall configuration?

All firewall configuration information can be found here.

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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?

The agent must send a screen sharing request, and you can click Yes on the prompt to begin sharing your screen again.

Q:

I have multiple monitors. Can the agent see all of my screens?

Yes. Multiple monitors are supported when you share your screen with the agent.

Q:

Why doesn't the agent have remote control during my session?

The remote control feature is dependent upon the agent's user group settings or individual user settings, which are configured by their administrator.

Q:

I see a message that the session will be recorded. What exactly will be recorded?

If an agent's account is enabled for session recording, all screen sharing activity that occurs during your session 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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  1. Click File Transfer on the Apple Menu bar.
  2. Click Send Files to <agent name>.
  3. Select 1 or more files or folders (hold the Command key to select multiple).
  4. Click Send.
  1. When the agent sends you a file, an Incoming File Transfer window will appear, with the default destination location of Downloads.
  2. Click Save to save the file in the default destination, or click Change to browse to a different destination location, then Save.
  1. When the agent requests a file from you, a File(s)/Folder(s) Selection window will appear.
  2. Select 1 or more files or folders (hold the Command key to select multiple).
  3. Click Send.

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4Chat with the agent

You can use the chat feature on the GoToAssist Customer toolbar to send & receive chat messages during your support session with the agent.


When you join, the GoToAssist Customer toolbar will be expanded, where you can exchange messages with the agent during your support session.

HELP FILE

Restarting the GoToAssist Remote Support v5 application as a System Service

Use the ADMIN MODE button to restart the app on the customer's machine as a Windows System Service or a Mac daemon. In admin mode, you can set up unattended access or log in as another user.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.
Tip: Admin mode is not the same as being an administrator. However, in admin mode you can log in as a different user. For example, as an administrator.

You need to be in admin mode to perform the following actions:

  • Set up unattended access for a new device
  • Change to another user on the customer device. For example, log in as an administrator
    Tip: If the customer's device is running Windows, you can send the customer's device a Ctrl-Alt-Del command. See Open the Task Manager on a Customer's Device (Windows only).
  • Change system settings. For example, firewall or User Account Control settings
  • Install or uninstall programs in system-level directories
  • Install, delete or partition drives
  • Add or delete users
  • Add new computers to Windows domain
  • Force quit system programs
  1. During an active Remote Control session, on the session toolbar of the Agent Console, click ADMIN MODE.
    Tip: If the ADMIN MODE button is disabled, you are already in admin mode.
Depending on the customer's operating system, the GoToAssist Remote Support application restarts either as:
  • Windows - A Windows System Service
  • Mac - A daemon
Important: Customers on Windows computers need to give User Account Control (UAC) permission for the GoToAssist Remote Support

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application to restart as a Windows System Service. While the UAC prompt is displayed to the customer, remote control access is suspended in the

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Agent Console, so the agent cannot see any action the customer is taking. It may happen that the agent

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can only see a blank screen until the customer accepts the UAC prompt.

For information about how different levels of UAC settings affect the customer experience, see What is the customer's User Account Control experience for a session using Admin Mode?.

Note: If you want to avoid having to manually switch to Admin Mode during a session, you can optionally set Remote Control sessions to start in Admin Mode by default. When you create a new session, make sure that on the Support Session tab Request Admin Mode when switching to Remote Control is checked. GoToAssist Remote Support remembers this setting, so you will not have to check this box again for subsequent sessions (but may uncheck it any time).

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Gotoassist Client For Mac Download

  • Open the Task Manager on a Customer's Device (Windows only)