GoToAssist Corporate App for Android (v1.0.112) Release Notes

Released May 17, 2016 (PDT)

SUMMARY:

  • New consolidated GoToAssist Corporate app
    • Added screen sharing and remote control ability
  • Various bug fixes

What’s New?

New Consolidated GoToAssist Corporate App

Currently, there are 4 separate GoToAssist Corporate apps in the Google Play Store. This release impacts the 4 apps as follows:

  • GoToAssist Corporate: The primary app will receive the following changes:
    • Added support for ELM (i.e., Enterprise Licensing Management); previously, this feature was only available on the GoToAssist Corporate (ICS) app).  (GTA-5356, -6464)
    • Added support for screen sharing and remote control, as follows:
      • Available on Samsung devices running Android OS 4.2.X (Jellybean) up to OS 6.0.X (Marshmallow).  (GTA-6143)
      • Available on LG devices (with automatic installation of the GoToAssist Corporate AddOn LG app) running Android OS 4.0.X (Ice Cream Sandwich) up to OS 5.1.X (Lollipop). (GTA-5356)
      • Available as “view-only” screen sharing (i.e., no remote control) on all other non-Samsung and non-LG devices running Android OS 5.0.X (Marshmallow) up to OS 6.0.X (Marshmallow).  (GTA-6372)
    • Removed support for Android OS 2.3.X (Gingerbread); customers must now be running Android OS 4.0.X (Ice Cream Sandwich) or later to run the app. (GTA-5994, -5997)
  • GoToAssist Corporate AddOn LG:  This “screen sharing add-on” app will receive minor changes and improvements (as described above) to the way that it interacts with the primary GoToAssist Corporate app.
      • Note:  This plugin app is automatically installed when an LG device customer downloads and uses the GoToAssist Corporate app.  It is not recommended to install this app separately.
  • GoToAssist Corporate (ICS): This app will not be changed with this release. However, the additional features it has are being added to the primary app with this release (as described above), and eventually the (ICS) app will be retired. Until that time, it will continue to be available in the Google Play Store as an option for Android users who are running Android OS 4.0.X (Ice Cream Sandwich) or later and cannot install the primary app.
  • GoToAssist Corporate (LG): This app will not be changed with this release.  However, the additional features it has are being added to the primary app with this release (as described above) and eventually the GoToAssist Corporate (LG) app will be retired.  Until that time, it will continue to be available in the Google Play Store as an option for Android users who are running Android OS 4.0.X (Ice Cream Sandwich) or later and cannot install the primary app.

GoToAssist Corporate app for Android system requirements

Device Manufacturer Android OS Version Features
Samsung
  • 6.0.X (Marshmallow)
  • 5.0.X (Lollipop)
  • 4.4.X (KitKat)
  • 4.2.X (Jellybean MR 1)
  • remote control
  • screen sharing
  • chat
  • retrieve remote diagnostics
Samsung
  • 4.1.2 (Jellybean)
  • 4.0.x (Ice Cream Sandwich)
  • chat
  • retrieve remote diagnostics
LG
  • 6.0.X (Marshmallow)
  • chat
  • retrieve remote diagnostics

Note:  Screen sharing and remote control for this version will be available in a future release – stay tuned!

LG
  • 5.1.X (Lollipop)
  • 4.4.X (KitKat)
  • 4.1.X (Jellybean)
  • 4.0.X (Ice Cream Sandwich)
non-Samsung and non-LG
  • 6.0.X (Marshmallow)
  • 5.0.X (Lollipop)

 

  • view-only screen sharing
  • chat
  • retrieve remote diagnostics

Note:  Remote control is not available for these device types.

non-Samsung and non-LG
  • 4.4.X (KitKat)
  • 4.1.X – 4.3.X (Jellybean
  • 4.0.X (Ice Cream Sandwich)
  • chat
  • retrieve remote diagnostics
Added Screen Sharing and Remote Control Ability
  • The new GoToAssist Corporate app for Android now allows representatives to view and remotely control a customer’s mobile device to assist them in a support session.  Previously, the GoToAssist Corporate app only supported chat and remote diagnostic retrieval.  Depending on their device, customers will experience the following when they join a support session:
    • Samsung customers will be prompted to tap Yes to allow screen sharing, then tap Install to allow installation of an add-on for remote control.
    • LG customers will be prompted to tap Yes to allow screen sharing and remote control, then tap Install to allow installation of the GoToAssist Corporate AddOn LG screen sharing plugin.
    • Non-Samsung and non-LG customers with devices running Android OS 5.0.X or newer will be prompted to tap Yes to approve of view-only screen sharing.  Remote control is not available for non-Samsung and non-LG customers.
      • Note:  Screen sharing and/or remote control access must be enabled within the representative’s portal settings.  

ScRCBoth.png

  • Customers will have the following features available while in a support session:
    • Pause Screen icon PauseScreenIcon – Stops screen sharing
    • Share Screen icon ShareScreenicon – Resumes screen sharing
    • Disabled Remote Control icon AllowRC – Indicates remote control of the device is currently disabled
    • Enabled Remote Control icon DisableRC – Indicates remote control of the device is currently enabled
  • With each action, a message will display in the chat showing their screen sharing and remote control status, and include instructional text on how to enable or disable each feature.  (GTA-7350)

ScreenSharing.pngBug Fixes

  • Fix to ensure screen sharing portal settings (e.g. view-only, not enabled, etc.) are used in Android customer support sessions. (GTA-3417, -6372, -7018)
  • Fix to improve image clarity so that it remains consistent with the quality provided in previous builds.  (GTA-6348)
  • An update was made to display the most current copyright information. (GTA-7390)
  • Fix to display the proper status message when a customer attempts to make a connection with a closed portal (e.g., outside of business hours or site calendar). Previously, a connection would attempt to be established instead of being immediately provided with the designated closed portal messaging. (GTA-6591)
  • Fix to resolve an error that occurred when the LG screen sharing add-on is being installed during an LG customer session. (GTA-7489)
  • Fix to resolve error message “Unfortunately, GoToAssist Corporate LG add-on has stopped” when customers using an LG device running Android OS 6.0.X (Marshmallow) or higher accepted a screen sharing request. As a result, view-only screen sharing is supported for LG customers running Android OS 6.0.X (Marshmallow) or newer. (GTA-7567)
  • Fix for allowing the representative to remotely control a Samsung Galaxy S6 Edge.  (GTA-6482)
  • Fix for displaying a localized version of the message, “an add-on is available” when activating screen sharing on an LG device.  (GTA-7516)
  • Fix to display a localized version (i.e., based on the device’s language settings) of the Samsung ELM approval or add-on notification when a customer joins a support session.  Previously, this approval was required immediately when the customer launched the GoToAssist Corporate app. (GTA-7338, -7454)
  • Fix to display a localized version of the error message “External Specialists are not supported” if an external specialist attempts to join an existing support session using the GoToAssist Customer app. (GTA-7023, -7410).

Provide Feedback

If you have questions, comments, or suggestions about this release, please visit our GoToAssist Community and post your feedback – we want to hear from you!