Release Notes

Version 1.3, Build 209 (released Nov. 17, 2009): This version of GoToAssist Express includes some of the most requested feature enhancements and numerous bug fixes. We would love to hear your feedback. Log in to the forums and click the red “Feedback” tab to submit your ideas and vote on other users’ ideas!

Release Highlights

Unattended Support Enhancements and Bug Fixes:

  • Set up Unattended Support while at a Customer’s PC
    When a support representative is using https://www.fastsupport.com/unattended to set up unattended support while physically at a customer’s PC, GoToAssist Express now detects if the customer is not an admin user and prompts the user to Upgrade to Run as a Service. Unattended support setup will continue once the user has upgraded to run as a service.
    Support representatives who may not use unattended support (those with a Day Pass or an expired plan) are informed of this when they are physically at a customer’s computer and attempt to set up unattended support.

  • Support Representatives using Macs can set up Unattended Support PCs
    Support representatives using Macs are now able to set up and connect to unattended Windows PCs, including those using password privacy. They can view a list of unattended computers, see the connection status of each computer, rename or delete computers and sort the unattended computers list.

  • Support Representatives can Search for Unattended Support Computers
    Support representatives now have a reductive Search box in the My Unattended Computers window that enables them to find a specific Unattended Support Computer.
  • Unattended Support Icon
    An Unattended Support icon has been added to the toolbar with View Unattended Computers and Set Up Unattended Support menu items. The Unattended Support icon is located between the New Session and Screen Sharing icons.
  • Account Lockout
    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 account password.
  • Unattended Support Setup and Usage
    My Unattended Computers now notifies support representatives that they have not set up any unattended computers if this is the case. Support representatives are again able to set up an unattended computer on the first attempt to do so.
    Unattended Support Computers should no longer become stuck in the “in session” state.
    Support representatives who may not use unattended support (those with a Day Pass or an expired plan) are informed of this when they attempt to set up unattended support during a session and are provided with a link to buy a plan.
  • Password Privacy
    Password privacy does not work when an unattended session is initiated with a PC that is already in Safe Mode.

Other Enhancements and Bug Fixes:

  • Improved Customer Join Experience
    Twenty-six misspelled versions of fastsupport.com now redirect to https://www.fastsupport.com.
    When a Mac user has Java and/or JavaScript disabled, the user is directed to a Web page that requests that they enable Java and/or JavaScript.
    If a PC user does not have Java installed, the user is directed to the manual download Web page.

  • Redesigned Customer Interface and Icon
    The customer icon is now orange instead of blue, enabling support representatives to distinguish it from their own icon.
    The GoToAssist Express PC customer interface has been redesigned so that all information is contained within a single window. An End Session button has also been added to the customer toolbar. When the customer clicks the Chat button, the interface will now expand to show a chat area. If the customer clicks the Chat button again, the chat area will be hidden. The chat area will automatically open if a support representative sends a message when the chat area is closed.
  • Representatives’ Connection Issues
    Customers are now informed when their support representative is experiencing a connection issues and are informed again when such issues are resolved. The support session will end after 5 minutes if the support representative’s connection issue has not been resolved.
    When a PC support representative is experience a connection issue, a red X will appear on the GoToAssist Express system tray icon. This X will disappear when the connection is restored.
  • Start a Session
    The Session icon has been renamed New Session and no longer contains a menu. Clicking this icon will start a new session.
    The toolbar now automatically hides when a session is started in full screen mode.
    The Support Key is now valid for 4 hours instead of 2 hours.
  • Upgrades
    After the GoToAssist Express customer application has upgraded to a new version, it does not show a join session pop-up.
    If a customer or a support representative attempt to join or start, respectively, a session using a GoToAssist Express build that is no longer supported, they are upgraded to the latest version of GoToAssist Express.
  • Chat
    When support representatives and customers click URLs in the Chat pane, the URL will open in a browser window.
    Customers will now see the first and last name of their support representative in the Chat pane. Customers will no longer see duplicates of chat messages from their support representative.
  • File Transfer
    GoToAssist Express will no longer crash when a large file transfer is canceled. Support representatives’ Viewers will no longer revert back to the default “Scale to Fit” size after they initiate a file transfer.
  • Keyboard Shortcuts
    Support representatives using Macs can now use the following keyboard shortcuts when viewing the customer’s screen if Pass System Keys is selected in the Preferences Screen Sharing tab:
    o Cmd+X (Cut)
    o Cmd+C (Copy)
    o Cmd+V (Paste)
    o Cmd+Q (Quit)
    o Cmd+, (Preferences)
    o Cmd+H (Hide)
    o Option+Cmd+H (Hide Others)
    o Cmd+Z (Undo)
    o Shift+Cmd+Z (Redo)
    o Cmd+A (Select All)
    o Option+Cmd+T (Special Characters…)
    o Cmd+N (New Window/Document)
    o Cmd+M (Minimize)
  • Upgrade to Service
    Support representatives using Macs can now select Upgrade to Service in the Tools menu when working with a customer using a PC. This enables support representatives to set up Unattended Support for Windows users who do not have admin privileges.
  • Preferences
    The Connection tab has been removed from the Preferences pane.