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GoToAssist Remote Support (v2.5, b888) Release Notes

Released September 30, 2015 (PST)

SUMMARY:

  • New notification preferences
  • Improvements for unattended support on Mac OS X 10.11 (El Capitan)
  • Fix for unresponsive file transfer options on Mac OS X 10.11 (El Capitan)
  • Show session ID info on Mac OS X 10.11 (El Capitan)

What’s New?

New notification preferences
  • GoToAssist Remote Support technicians will now see a new notifications section when they view the Preferences menu of their expert software on Windows or Mac. ​

Windows expert preferences

WindowsNotificationPreferences

Mac expert preferences

MacNotificationPreferences

  • The following new notification preferences are now offered:
    • Show a desktop notification when a customer joins my session – When this setting is enabled, a pop-up message will appear to the technician when the customer has successfully connected to the session, and is prompted with the “approve session” message.  
      • Note:  This setting is enabled by default.
      • When the technician hosts a session from a Windows machine, the pop-up will appear in the system tray (e.g., the Windows desktop notification, as shown below), and will appear if the expert software is not selected as the active window, minimized to the taskbar, or the new session window is not actively selected when the technician is hosting multiple sessions.

Windows desktop notification​

CustomerJoinedYourSession

      • Technicians launching the expert software from a Mac will see two indications that the customer has connected to the session:
        • The pop-up message will appear under the menu bar (e.g., the Mac desktop notification, as shown below).
        • The GoToAssist expert application icon will ‘bounce to alert’ in the user’s dock.
          • Note:  The notification (i.e., both pop-up message and the expert application icon bouncing in the dock) will only appear if the GoToAssist expert software is not currently selected as the active application listed in the menu bar, is minimized to the dock, or the new session window is not actively selected when the technician is hosting multiple sessions.

Mac desktop notifications​

MacExpertDesktop

      • The desktop notification will appear for 5 seconds, and will fade until the pop-up has disappeared from view as long as the technician’s mouse does not hover over it.  The message that is displayed to the technician states, “A customer has joined your session.”  The technician can click on the pop-up message to immediately bring the GoToAssist Remote Support expert software into focus.
    • Play a sound when a customer joins my session – When this setting is enabled, a welcoming audio tune will play to inform the technician that the customer has just been prompted with the “approve session” message.
      • Note:  This setting is enabled by default.
    • Show desktop notifications for updates and other announcements (Windows only) – When this setting is enabled, technicians will see desktop​

New “Check for Updates” option for unattended support

  • Technicians can now use the “Check for Updates” option from their unattended support computers list in order to manually trigger an update on a specific unattended support machine.  This will only apply the latest update selected (i.e., based on their selection on the GoToAssist Settings page) to the selected unattended support machine.  Technicians can trigger a manual update for a specific machine as follows:
    1. Right-click the GoToAssist Expert icon NewG2ARSLogoIcon in the system tray.
    2. Select View Unattended Support Computers.
    3. Click the Selection arrow icon SelectionArrow.
    4. Select Check for Updates.
    5. The latest update will be downloaded and applied to the specific machine selected.​

Bug Fixes

Improvements for unattended support on Mac OS X 10.11 (El Capitan)
  • GoToAssist Remote Support technicians are now able to establish a connection with an unattended support computer immediately after it has been installed on Mac OS X 10.11 (El Capitan).  Previously, when unattended support was installed on a Mac running OS X 10.11 (El Capitan), the technician would attempt to connect to it and encounter the message, “the session has disconnected.” The unattended support machine would require the technician to log off/on or reboot before a connection could successfully be established with that machine.
  • Additionally, technicians can now uninstall unattended support on a Mac running OS X 10.11 (El Capitan) and re-install the software within the same login session, and the new installation will be successful.  Previously, the unattended support icon would not appear in the menu bar unless the technician logged out of the Mac user profile, then logged back in and re-installed the unattended support software.

Fix for unresponsive file transfer options on Mac OS X 10.11 (El Capitan)

  • A fix has been implemented to correct an issue where the “Send” and/or “Cancel” buttons on the file transfer dialog box are unresponsive when the customer attempts to send a file from their Mac running OS 10.11 (El Capitan).

Show session ID info on Mac OS X 10.11 (El Capitan)

  • A fix has been implemented to show the session ID text when a technician launches GoToAssist Remote Support from their Mac running OS X 10.11 (El Capitan).  Previously, the entire message that included the support key was missing from the expert’s new session window (e.g., the new session, as shown below).

NoSessionID

Additional changes, fixes and Customer Care escalations were also included in this release:
  • A fix was implemented to correct the last cursor position from editing within the unattended support list on Mac expert.
  • A cosmetic change was implemented to display all of the translated German text within the Wake on LAN dialog box.
  • A cosmetic change was implemented to prevent the session ID from being displayed as truncated.
  • A fix was implemented to correctly display the keyboard and mouse control message when it correctly applies within a session.
  • A fix was implemented to allow in-session unattended support setup with collaboration.
  • A cosmetic change was implemented to display the memory details within the diagnostic report on a Mac.
  • An fix was implemented to prevent the customer application from crashing when the “Send files” dialog box is displayed on session end.
  • A fix was implemented to prevent Ctrl-Alt-Del from being clicked when screen sharing is not taking place.
  • A cosmetic change was implemented to correctly display the “screen sharing has stopped” message in the center after the window is resized.
  • A cosmetic change was implemented to prevent the “support key” text in German from being displayed as truncated.
  • A fix was implemented to allow the file transfer window to be resized.
  • A cosmetic change was implemented to fix the iOS build.
  • A fix was implemented to prevent frequent lockups and freezing when using build 857 on a Mac.

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!