ONLY DOWNLOAD IF DIRECTED TO DO SO BY A SUPPORT AGENT YOU TRUST!! The GoToAssist Remote Support mobile app by LogMeIn allows support agents to troubleshoot a problem you are having on your device. Install the app on your mobile device. Enter the Support Key given to you by your support agent. Apple Safari – Click the Download icon in the upper toolbar and double-click GoTo Opener.dmg in the drop-down list. To complete the GoTo Opener.dmg file download, double-click the GoTo Opener app in the window and then Open. Select the 'Don't warn me when opening applications on this disk image' check box to avoid being prompted with the.
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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:
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What are the system requirements for joining a session?
Q:
Gotoassist Mac Permissions
Where can I find information about optimal firewall configuration?
Gotoassist For Mac Download Version
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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:
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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
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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
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.