Remote Support by GoToAssist

Version 1.6, Build 363 Release Notes (released 12/15/11): This version of GoToAssist Express includes the following changes. 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!

• GoToAssist Express/GoToManage Remote Support Desktop Application Changes
• The GoToAssist Expert desktop application that you use to conduct attended and unattended support sessions is now renamed the GoToManage Expert application.
  • Note:We are still fully supporting our GoToAssist Express customers and the GoToAssist Express product. Only the application’s name and logo have changed – your account and service will remain the same!
• Similarly, the GoToAssist Customer desktop application that your customers use to join attended support sessions (and that you use to install unattended access on customers’ computers) is now renamed the GoToManage Customer application.
• Wake On-LAN (WoL) for Unattended Support Computers
• You can now use Wake On-LAN (WoL) to attempt to wake up sleeping (PC and Mac) or powered-off (PC) computers from your Unattended Support Computers list, provided that all of the following are true:
  • The computer has the GoToManage Customer desktop application installed with unattended access set up.
  • The computer’s status is not In Session, Blocked or Removed.
  • The computer is connected to the local area network (LAN).
  • The computer’s network adapter has WoL enabled (see Enabling WoL below for more information).
  • At least 1 Unattended Support Computer within the target computer’s network is already “awake” (i.e., Online, In Session or Blocked) in order to send the “wake up/power on” request.
  • The computer is connected to the network by Ethernet rather than WiFi (highly recommended).
• For further details and instructions about waking up a sleeping (PC and Mac) or powered-off (PC) computer (as well as enabling WoL for your network adapter), visit the GoToManage Blog.

  Version 1.6, Build 330 Release Notes (released 10/24/11): This version of GoToAssist Express includes the following changes. 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!

  • Unattended Support for Macs (Beta)
    You can now set up Unattended Support on Mac computers with OS X 10.5 (Leopard) or newer. Complete the following steps to do so:
  1. From the customer’s computer, technicians can go to www.fastsupport.com/unattended.
  2. On the Set Up Unattended Support page, click Set Up Unattended Support to begin downloading the Mac unattended installer (G2AxCustomer.pkg).
  3. When the Download window appears, click Download the Mac Installer.
  4. Once the Mac unattended installer file (G2AxCustomer.pkg) finishes downloading, double-click it to open the GoToAssist Installer wizard.
  5. Once the GoToAssist Installer wizard opens, follow the prompts to complete the installation. After you click Install on the Installation Type page, the customer will need to enter their Mac password and click OK to continue.
  6. Once Mac Unattended Support (beta) is successfully installed, you will see a “The installation was successful” confirmation message on the Summary page in the GoToAssist Installer wizard. The GoToAssist icon will also appear in the customer’s Mac menu bar, which customers can click to access the GoToAssist Customer application.
  7. Once Mac Unattended Support (beta) is successfully installed, technicians will see the following confirmation message on the Summary page in the GoToAssist Installer wizard. The GoToAssist icon will also appear in the customer’s Mac menu bar, which customers can click to access the GoToAssist Customer application.
  • Note: Mac Unattended Support is a beta feature, but there is no need to opt in; see the Mac Unattended Support (Beta) FAQs on the GoToManage blog for more information.

  Version 1.6, Build 309 Release Notes (released 8/12/11): This version of GoToAssist Express includes the following changes. 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!

  • New GoToManage App for iPad
    If you have a GoToAssist Express plan, you can now use the new GoToManage app for iPad to provide remote technical support from an Apple iPad. To use it, you can download the GoToManage app from the Apple App Store and log in with your GoToAssist Express email address and password. See here for more information!
  • With the new GoToManage app for iPad, you can host unlimited attended support sessions, view and connect to your Unattended Support Computers, and use the Chat, Notes and Tools features during support sessions.
  Note: If you have a Day Pass for GoToAssist Express, you will not have access to the Chat, Notes or Unattended Support Computers features.

  Version 1.6, Build 309 Release Notes (released 8/9/11): This version of GoToAssist Express includes the following changes. 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!

  • GoToAssist Express and Mac OS X 10.7 (Lion)
    If you are using GoToAssist Express with the new Mac OS X 10.7 (Lion), you must install Java on your computer to download the GoToAssist Express application to host or join a session, because OS X Lion does not come with Java pre-installed (this is a one-time download of 130 MB). If you try to host or join a session without Java installed, you will see a “Missing Plug-in” message instead of the download-progress bar on the Download page. To initiate the Java download, you can click Missing Plug-In. Alternatively, you can download Java directly from Apple’s support site at http://support.apple.com/kb/DL1421.
  Note: For more information about using GoToAssist Express with Mac OS X Lion, see the Mac OS X 10.7 (Lion) & GoToAssist Express FAQs.
  • Diagnostic Report Additions
    The Installed Applications tab on the Diagnostic Report window now includes Publisher, Display Version and Install Date information. Previously, the tab only listed the customer’s installed programs.
  • GoToAssist Express and Mac OS X 10.7 (Lion) Bug Fix
    As a GoToAssist Express technician, you should no longer encounter screen sharing errors during support sessions with customers using Mac OS X 10.7 (Lion), as long as you are using GoToAssist Express v1.6 (build 309) or newer. Previously, when GoToAssist Express technicians were in session with customers using Mac OS X 10.7 (Lion), they were unable to see their customers’ screens.

  GoToAssist Express Release Notes (released 6/10/11): This version of GoToAssist Express includes the following changes. 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!

  • Signing Up for GoToManage
    The sign-up pages for GoToManage Remote Support and Monitoring now have the following advisory warning: “Notice for GoToAssist Express customers – If you have unattended machines with GoToAssist Express, please use a different email address with GoToManage. If you use the same email address, you’ll lose access to your unattended machines.” However, this message is no longer accurate, as you now can have GoToAssist Express and GoToManage accounts under the same email address without losing access to your Unattended Support Computers. The message will be removed shortly in an upcoming release.
  • Changing GoToManage Plans
    If you have a GoToManage plan and click Change Plan under Remote Support on the My Account page, the Free Mobile Plan is now available as a plan option (even though the GoToManage for iPad app is not yet available for use).
  Note:If you downgrade from a paid plan to the Free Mobile Plan, you will immediately lose access to the following: Unattended Support Computers, Notes, Chat, Drawing Tools, File Transfer, some Preferences options and reverse Screen Sharing (sharing your screen with your customers). If you change from a paid to a free subscription plan mid-billing cycle, you will receive a prorated refund for the portions of the paid plans that you do not use.

  GoToAssist Express Release Notes (released 6/9/11): This version of GoToAssist Express includes the following bug fixes:

  • Using the Same Email Address for GoToAssist Express and GoToManage Remote Support
    If you have a GoToAssist Express account and you sign up for a GoToManage Remote Support account using the same email address, then your existing Unattended Support Computers are now copied to your new GoToManage account as well (the computers appear on both the desktop application and on the GoToManage Remote Support web application). Previously, using the same email address for both accounts caused you to lose access to your Unattended Support Computers.
  • If you have GoToManage Remote Support and GoToAssist Express accounts under the same email address and you allow your GoToManage plan to expire while your GoToAssist Express plan stays active, then you will lose access to any Unattended Support Computers that you added after signing up for GoToManage. Any computers that you added before GoToManage will remain accessible on your GoToAssist Express account.
  Note: If you reinstate your lapsed GoToManage Remote Support plan, then you will regain access to your lost Unattended Support Computers.
  • If you have an expired GoToManage Remote Support account and an active GoToAssist Express account under the same email address, then you will no longer see a “plan not active” error message when you try to use GoToAssist Express.
  • If you have active GoToAssist Express and GoToManage Remote Support accounts under the same email address, you will now see both products listed on your My Account page.

  Version 1.5, Build 290 (released 5/25/11): This version of GoToAssist Express includes the following changes. 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!

  • Coming Soon: GoToManage for iPad app
    If you have a GoToAssist Express paid subscription plan, you will soon be able to download and use the GoToManage for iPad app, which will allow you to host support sessions and manage your Unattended Support Computers from the Apple® iPad. To be alerted as soon as the app is available in the Apple App Store, you can go to www.GoToManage.com/iPad and sign up to be notified.
  Note: The GoToManage for iPad app will not be available for GoToAssist Express technicians with Day Passes.
  • Unattended Support Computer Error
    You should no longer receive an “unexpected error” message when attempting to set up an Unattended Support Computer that has 5 or more Media Access Control (MAC) addresses.

  Version 1.5, Build 290 (released 5/12/11): This version of GoToAssist Express includes a bug fix. 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!

  • Unattended Support Computers
    You should no longer unexpectedly lose access to your Unattended Support Computers. Previously, internal maintenance on Citrix Online servers caused some Unattended Support Computers to stop connecting to the servers, effectively disabling access to those computers. To restore access to those computers, you must restart the GoToAssist Express application on each affected computer.

  GoToAssist Express Release (released 5/10/11): The latest version of GoToAssist Express and GoToManage Remote Support includes the following known issue.

  • Signing up for GoToManage Remote Support
    If you have an existing GoToAssist Express account and want to sign up for GoToManage Remote Support, you must sign up using a different email address than the one you use for GoToAssist Express. If you do use the same email address, you’ll lose access to the Unattended Support Computers you’ve previously set up on your GoToAssist Express account. In the event that you lose access to Unattended Support Computers, you must re-set up each computer individually. For further help, please contact Customer Support at (877) 582-7017 (toll free) or (805) 617-7367 (direct dial).

  Version 1.5, Build 274 (released 2/24/11): This version of GoToAssist Express includes new features and 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!

  • GoToAssist Express Unattended Support
    When unattended support is removed from your My Unattended Computers list, the GoToAssist Express customer application will be uninstalled. Also, you can now click Refresh from the drop-down menu for computers in the My Unattended Computers list.
  • Logging In
    If a support representative has a GoToAssist Express session running, and in the rare case that another support representative on the same account logs in to the same computer and tries to log in to GoToAssist Express, the second support representative will see a dialog notifying them that they must end all current sessions to start a new session. If the second support representative agrees, all current sessions will end, and they will become the new logged in user.
  • If you’re already logged in to GoToAssist Express, you cannot change your email address in session from Preferences > Remember me on this computer. Only the email address and password that you logged in with will be remembered. If you want to log in to a different account during a session, you must do the following: Uncheck Remember me on this computer > Exit Session > Open GoToAssist Express > Log in with the desired account credentials > Check Remember me on this computer.

  Version 1.5 (released 2/9/11): This release affects all GoToAssist Express users. Previously, these changes were only visible to some users. 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!

  • Plan Selection
    GoToAssist Express users on a paid plan or trial can go to the My Account page to view their Plan Details, including their plan type and credit card information. They can click Change Plan to choose an Annual Plan or Monthly Plan, as well as change their billing information. However, the changes to the plan will not be in effect until the next renewal period. Customers on a paid plan can click Turn Off Renewal to prevent their account from being automatically charged once their plan ends. Trialers can click Cancel After Trial on the My Account page, which will stop the GoToAssist Express service and prevent automatic credit card charges once the trial ends.
  • My Account Page
    The My Account page includes links to 24/7 GoToAssist Express Support and the GoToAssist Express Home Page.
  • Selecting Languages
    Users can select their preferred language by going to the My Account page, clicking Edit in Personal Info and selecting their Primary Language from the drop-down menu. If users have not yet logged in, they can change the language settings by clicking the language links at the bottom of each GoToAssist Express web page.
  • Login Info
    On the My Account page, users can click Edit in Login Info to change the email address associated with the account or change the account password.
  • Billing Info
    Users can click Edit in Billing Information on the My Account page to change their credit card information, phone number and address.
  • Recent Billing Activity
    On the My Account page, users can view Recent Billing Activity to see when they purchased plans. They can click View All Activity to review all account activity since the account was first created. Users can click Print Receipt to print a record of the information on the Billing Activity page.
  • Reporting
    Users who are logged in to GoToAssist Express can access reports by going to https://reporting.express.gotoassist.com/reports/showForm.tmpl in addition to clicking My Reports on the GoToAssist Express website.

  Version 1.5 (released 12/2/10): This version of GoToAssist Express includes 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!

  • Reports
    All customers, including those in time zones ahead of Pacific Time, will now see correct dates in reports. For example, if you select August 1 as the “From” date and August 4 as the “To” date, the “To” date will reflect the selection of August 4 instead of showing 1 day before (August 3).

  Version 1.5, Build 258 (released 11/4/10): This version of GoToAssist Express includes requested feature enhancements and 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!

  • Unattended Support Computers
    The Unattended Support Computers window and GoToAssist Express customer application will no longer disappear or uninstall unexpectedly.
    If a support representative cannot start an unattended session with a customer’s computer or an Unattended Support Computer is stuck in a session, support representatives can click Reset Connection in the Unattended Computers window. Doing so will restart the GoToAssist Express application on that computer. Once GoToAssist Express has restarted, the Unattended Support Computer will be listed as Online in the support representative’s Unattended Computers window if the support representative refreshes the window. However, an Unattended Support Computer must be upgraded to GoToAssist Express build 258 before a support representative can use Reset Connection with that computer.
  • Selecting Languages

    Users can once again change their default language from the My Account page on the GoToAssist Express website. The language change will be reflected in the GoToAssist Express application once a session is started from the GoToAssist Express home page.

  Version 1.5, Build 240 (released 10/7/10): This version of GoToAssist Express includes requested feature enhancements and 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!

  • Secure Login
    The GoToAssist Express log-in page is now available in English, German and French.
  • Downloads
    The Unable to Process Your Request page now contains links for users to download GoToAssist Express and GoToMeeting. This page is now available in English, German and French.

  • When users download GoToAssist Express, they will now see a re-skinned Download Complete page.
  • Reports
    The correct Session ID will once again be shown in session usage reports. Previously, the Session Key was being displayed instead of the Session ID.
  • Regardless of whether JavaScript is enabled or disabled, a GoToAssist Express user can once again enter a “From” date that is 1 year before the current date.
  • Support Center
    The GoToAssist Express User Help and system requirements pages are now available in English, German and French.
    Users can visit the GoToAssist Support Center by going to http://help.gotoassist.com for English, http://help.gotoassist.de for German and http://help.gotoassist.fr for French.

  • The 24/7 link now takes users to the GoToAssist Support Center home page. Previously, the 24/7 link took users to the Contact Us page.

  Version 1.5, Build 240 (released 8/12/10): This version of GoToAssist Express includes requested feature enhancements and 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!

  • Downloads
    If a Windows user does not have Windows .NET Framework 2.0 or newer and tries to download GoToAssist Express using Internet Explorer 7 or newer, they will now use a Java or manual download. Previously, some of these users had to upgrade to a newer version of Windows .NET Framework.