Remote Support by GoToAssist

This version of GoToAssist Express includes some of the most requested feature enhancements and numerous bug fixes. We would love to hear your feedback on it. Log in to the forum and click the red “Feedback” tab to submit your ideas and vote on other user’s ideas!

Release Highlights

• Set up unattended support while at a customer’s computer
  (This is a BETA feature – learn more)
• Customizable Lock on Disconnect behavior for unattended sessions
  (learn more)
• Customizable Inactivity Timeouts for unattended sessions
  (learn more)
• The Unattended Computers list now remembers sort order
  (learn more)
• Fixed a bug that was preventing the toolbar from retracting
  (learn more)
• Support representatives on a Mac can now request diagnostic information (learn more)
• Support representatives on a Mac can now reboot and reconnect to Windows computers. (learn more)

Unattended Support Enhancements:

• Easily set up unattended support while at a customer’s computer
  This feature is still in BETA, but we wanted to release it to the GoToAssist Express community to gather your feedback. We have posted instructions on how to use this feature in our UserVoice feedback area. To access it, log in to the forum and click the red “feedback” tab. It’s the #1 requested item on the list – so make sure to give us your feedback!

• Customize Lock on Disconnect behavior for unattended sessions
  For support representatives using Windows, the Preferences window has been changed to a tabbed format. A new tab has been added, titled Unattended Support. The Unattended Support tab includes a Lock on Disconnect checkbox, which allows support representatives to disable this setting. Lock on Disconnect is checked by default.

• Customizable Inactivity Timeouts for unattended sessions
  The Unattended Support tab also allows support representatives to adjust the duration of the Inactivity Timeout or disable it altogether. The Inactivity Timeout defaults to 1 hour but can also be adjusted to 30 minutes, 2 hours, 4 hours or 8 hours. Adjusting this setting will affect all current sessions and all future sessions.

• The Unattended Computers list now remembers sort order
  The Unattended Computers list now defaults to sorting alphanumerically by Computer Name. In addition, the My Unattended Computers window now remembers its position, size, scroll bar position and sort order when it is closed and reopened.

Unattended Support Bug Fixes:

• If a support representative deletes a computer from their list of Unattended Support Computers while in session, GoToAssist Express will now uninstall itself from the customer’s computer at the end of the session (if the default “Uninstall customer application when session ends” box is checked).
• If the support representative deletes a computer from their list of Unattended Support Computers while they are not in a session with it, GoToAssist Express will now uninstall from the customer’s computer after its next usage (if the default “Uninstall customer application when session ends” box is checked).
• If the support representative forgets their account password while setting up unattended support and is locked out of their account, unattended support setup will resume once the lockout has expired and the support representative supplies their correct account password.

• After setting up Unattended Support, the support representative is notified whether the customer set up Password Privacy or not.

• If a support representative tries to set up Unattended Support on one of their current Unattended Support Computers, they are notified that they have already done this.

Other Enhancements and Bug Fixes:

• Fixed a bug that was preventing the toolbar from retracting:
  The toolbar should now always retract when GoToAssist Express is in full screen mode, regardless of the monitor configuration being used. If multiple monitors are configured vertically, the toolbar does not travel up the screen.
• When a support session ends in full screen mode, the toolbar will drop down momentarily.
• Support representatives on a Mac can now request diagnostic information:
  Support representatives using a Mac can request diagnostics on Mac or Windows customers. The diagnostics information can be refreshed and saved as a TXT or XML file.
• Support representatives on a Mac can now reboot and reconnect to Windows computers:
  Rebooting and reconnecting to a Windows customer can be accessed via the Reboot menu item in the Tools menu.
• Support representatives on a Mac will now see a progress indicator when they log in to or launch GoToAssist Express.
• Fixed a bug where GoToAssist Express would sometimes crash if a support representative using a Mac started a new session immediately after the previous session ended.
• Windows PE Support: If the customer’s PC is booted from a Windows XP boot CD or flash drive, GoToAssist Express is able to run and connect to a support session.
• Support representatives are now informed via a notification when their customers are experiencing connection issues, and are informed again when such issues are resolved.
• The support representatives’ version of GoToAssist Express now does not prevent computers from entering Stand by mode. If a customer’s computer has been set up for Unattended Support, GoToAssist Express will prevent this Unattended Support Computer from entering Stand by mode.
• If the support representative changes the state of the “Uninstall customer application when session ends” checkbox, it will now retain this change after the support representative clicks away from the General tab.
• If the support representative’s Viewer is in full screen mode and Preferences is selected, GoToAssist Express will now return to a windowed view and show the Preferences window.
• The toolbar dropdown menu off the arrow button on the right edge of the toolbar has been reworked to show the menu item titles and behave like a sub-menu.
• When a support representative reboots the computer of a customer who is not an admin user on the computer, the support representative will now see the “Rebooting…” message until the customer logs back into the user account.
• If the support representative attempts to exit GoToAssist Express when they do not have any active sessions, they will not be presented with a confirmation dialog. GoToAssist Express will now simply exit.
• Copy and paste of clipboard contents will now continue to work an the attended session after the support representative begins setting up Unattended Support.
• Upgrade to Run as a Service will now work even if the customer’s computer has an older version of GoToAssist Express installed as a service.