Goto Assist Catalina

HELP FILE

Use the GoToAssist Expert Desktop App (Mac)

  • New security features have been added to macOS Catalina (10.15) that require additional permissions for using the full feature set of the HelpAlert desktop application for Windows. In order to remotely control your customer's Mac running macOS Catalina, the steps below must be performed on the customer's Mac.
  • GoToAssist Customer Attended App (Win) Download GoToAssist to your computer in order to join screen-sharing sessions without going through www.fastsupport.com. Download configuration instructions for Agents here.

Agents can download and install the GoToAssist Expert desktop application for Mac to host attended and unattended support sessions with customers on their computer. Once installed, agents can launch the application to see the GoToAssist Viewer , where they can see the customer's screen and use the options in the Viewer toolbar to support customers.

For macOS 10.15 (Catalina) and above, see How can I remote control a customer's mac running macOS Catalina and How to Solve Unattended Access Issues for macOS Mojave (10.14), Catalina (10.15), and Big Sur (11.0). Result: The GoToAssist Remote Support application is launched on the customer's computer; Remote Control starts. Keep customers and remote employees on-the-move with a remote support experience that’s better for both agents and end users alike. With GoToAssist, it’s easier to resolve issues fast and without frustration, to get customers and employees back to doing what matters.

Once the GoToAssist Expert desktop application is installed, it will automatically launch. The desktop app is made up of 2 basic components, as follows:

Gotoassist Expert Catalina

Gotoassist catalina update
  • Use the Viewer window and its features.
  • Use the Application menu and its features.

Use the Viewer window

The Viewer window is the main application window of the GoToAssist Remote Support software. It features a persistent toolbar along the top of the GoToAssist application window that allows agents to use all the available session tools, as well as options in the Application menu.

Use the Application menu

Gotoassist Catalina Support

Mac agents can find and open the application to access an additional menu in the top navigation called the Application menu, which includes the options listed below. Please note that you must click on the GoToAssist Expert application in order for 'GoToAssist Expert' to appear as the active application in the Menu bar.

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Features from the Viewer toolbar and Application menu

Note: Drawing tools is not supported on the agent desktop app for Mac. Additionally, features marked with *** are only available when connected in a support session with a Windows computer.

Goto Assist Catalina

  • Start an Attended Support Session

    • From the Viewer toolbar, click the Session icon and select Start Session to create a new attended support session.
    • From the Application menu, select Session > Start Support Session.

  • Join a Session

    • From the Viewer toolbar, click the Session icon and select Join Session to join an attended session as a customer, or join an existing session hosted by another agent (i.e., session collaboration).
    • From the Application menu, select Session > Join Session.

  • Invite Technicians

    • From the left navigation of the Viewer toolbar, click the Session Settings icon and select Invite Technicians, then choose Copy Session URL or Email Session URL to invite another agent to your active session.
    • From the Application menu, select Session > Invite Technicians > Copy Session URL or Email Session URL.

Gotoassist Remote Support Catalina

  • Manage and Connect to Unattended Support Computers

    • From the Viewer toolbar, click the Unattended Support icon and select View Unattended Computers to view your list of Unattended Support Computers and manage or connect to them.
    • From the Application menu, select Window > My Unattended Computers.

  • Use Screen Sharing

    • From the Viewer toolbar, click the Screen Sharing icon and select View Customer's Screen, Share My Screen, Stop Screen Sharing, Blank Screen***, or any of the additional Viewer sizing options in the menu as your screen sharing options.
    • From the Application menu, select Screen Sharing > View Customer's Screen, Share My Screen, Stop Screen Sharing, or Blank Screen***.

  • Reboot or Reboot in Safe Mode***

    • From the Viewer toolbar, click the Tools icon and select Reboot or Reboot in Safe Mode*** to begin the process of rebooting your customer's computer.
    • From the Application menu, select Tools > Reboot or Reboot in Safe Mode***.

  • Run as a Service***

    • From the Viewer toolbar, click the Tools icon and select Upgrade to Run as a Service to allow the support session to run as a service (instead of an application) and gain access additional features during your session.
    • From the Application menu, select Tools > Upgrade to Run as a Service.

  • Set Up Unattended Support

    • From the Viewer toolbar, click the Unattended Support icon and select Set Up Unattended Support to begin the process of installing unattended access on the customer's computer.
    • From the Application menu, select Tools > Set Up Unattended Support.

  • Send Ctrl-Alt-Delete***

    • From the Viewer toolbar, click the Ctrl-Alt-Del icon to instantly send the Ctrl-Alt-Delete command to the customer's computer.
    • From the Application menu, select Tools > Send Ctrl-Alt Delete.

  • Send Chat Messages

    • From the Viewer toolbar, click the Chat icon to launch the Chat window on the agent side and send chat messages to the customer.
    • From the Application menu, select, Window > Chat.

  • Create Session Notes

    • From the Viewer toolbar, click the Notes icon to launch the Notes window and create session notes.
    • From the Application menu, select Window > Notes.

  • Run Diagnostic Reports

    • From the Viewer toolbar, click the Diagnostics icon to gather diagnostic report information about the customer's computer.
    • From the Application menu, select Window > Diagnostics.

  • Use File Transfer

    • From the Viewer toolbar, click the File Transfer icon and select Send Files to..., Get Files from..., or Display Status as your file transfer options.
    • From the Application menu, select File Transfer > Send Files to..., Get Files from..., or Display Status.

  • Preferences

    • From the Viewer toolbar, click the Preferences icon to use the Preferences options to determine how you want Remote Support to perform.
    • From the Application menu, select GoToAssist Expert > Preferences.

  • Check for Update

    • From the Application menu, select GoToAssist Expert > Check for Update to manually scan for new updates for the agent application. Please note that you must close all active sessions in order to select Check for Update, otherwise this option will be grayed out.