GoToAssist Remote Support (v2.7, b1092) Release Notes

Released April 26, 2016 (PDT)

SUMMARY:

  • New GoToAssist Customer Attended Standalone app (Single Executable for Windows)
  • Enhancements to the Unattended Support Computers list
    • Last refresh time is displayed
    • List remains open on the desktop
  • Open Release Notes in web browser
  • Various bug fixes

What’s New?

New GoToAssist Customer Attended Standalone App (Single Executable for Windows)

  • Customers who frequently join support sessions from their Windows computer now have the option of using the GoToAssist Customer Attended Standalone application to join their sessions.  This application is a single executable (.exe) file, available for download anytime at https://www.fastsupport.com/download/attended-app, and can be launched directly from the desktop, placed in a shared location on a network, or deployed by administrators within locked-down environments.  Additionally, a new “GoToAssist Customer Attended App” link will be displayed on the www.fastsupport.com page after this new build (b1092) becomes the default build for all users, tentatively scheduled for April 28th, 2016.  Clicking the link will redirect to the application’s download page at https://www.fastsupport.com/download/attended-app.  (GTARS-5112, -5502)
    • Note:  For more information about the GoToAssist Customer Attended Standalone app (Single Executable for Windows) and how to use it, please view the related Community post.
  • The GoToAssist Customer Attended Standalone is a download only, and is not listed as an installed program in the Windows Start menu.  This single .exe file can only be launched from the location where it has been saved.  (GTARS-5899)
  • There are many benefits to using the GoToAssist Customer Attended Standalone application, including the following:
    • No need to access a web site – Customers are no longer required to visit www.fastsupport.com to join a support session because the application is saved locally or on a shared network.  This also eliminates frustration for both the expert and the customer when pronouncing and spelling out “fastsupport.com.”
    • No online join flow process – Customers no longer experience the online join flow process (e.g., downloading the Citrix Online Launcher, allowing the Citrix Online Web Deployment Plugin to run within your web browser, etc.) because they are joining directly from the application instead of a web site.
    • No admin rights required to run – Customers do not need administrative rights to run the application and join a support session.  When an end-user has limited permissions, the session will run as an application rather than a service.  However, if the expert attempts to upgrade the session to run as a service, the customer would be required to enter admin credentials.
    • Admins can deploy within restricted environments – Administrators who support end-users in a restricted environment (e.g., unable to download online applications due to restricted permissions, unable to access web sites outside of their Intranet, etc.), can download and place the application in a shared location on their network to launch, or install it to a user’s profile so they can launch it directly from their desktop.
    • Faster time to session – Customers see a significant improvement to the speed at which it takes to connect to a support session, increasing overall productivity.
    • Ability to set parameters for pre-deployment – Administrators who distribute the GoToAssist Customer Attended Standalone application to their end-users can set parameters from the command line (i.e., using the GoToAssist Remote Support Single Customer Attended App Guide) for how they would like the application to run, including the following examples:
      • Launch with a pre-defined Support Key
      • Run in a supported language (i.e., English, French, German, Italian, Spanish, or Portuguese)
      • Run as a service (administrative rights for the end-user are required)

New GoToAssist Customer Attended App link available on www.fastsupport.com

AttendedAppOnFastSupport

AttendedBoth

  • If a customer attempts to join a support session using the GoToAssist Customer Attended Standalone application or the GoToAssist Customer Desktop application and enters an incorrect Support Key, an error message will be displayed within the same Join a session dialog box, “Session key is not valid.”  Previously, when entering an invalid Support Key, an additional dialog box would appear and be required to close before returning to the “Join a session” dialog box to enter a new Support Key.  (GTARS-5639)

InvalidCustomerAttended

Enhancements to the Unattended Support Computers List

Last Refresh Time is Displayed

  • Experts who connect to their customers via unattended support will now see the last refresh time displayed (e.g., Refreshed < 1 min ago, Refreshed 2 mins ago, etc.) in the bottom navigation of the Unattended Support Computers list for each company.  The last refresh time is counted in 1 minute increments on a per company basis, and will continue to count up until the expert clicks Refresh for each company.  Please note that if the expert navigates to a different company, this does not automatically refresh the Unattended Support Computers list.  Previously (v2.6, b948), the improvements that were made to enhance the unattended machine list performance would only show the status of the unattended machine since the last time the expert had clicked Refresh for each company, but would not indicate the last time the list was refreshed.  If the status of an unattended machine had changed since the last time the expert had clicked Refresh, the expert was unable to know that the unattended machine status was no longer up-to-date.  (GTARS-5303)

2MinRefresh

List Remains Open on the Desktop

  • When an expert connects to their customer via unattended support, the Unattended Support Computers list will remain open on the desktop even after they attempt to connect to an unattended machine.  This allows the expert to easily locate the unattended machine list and connect to another computer without navigating to the Unattended Support Computers list again to reopen.  Previously, the Unattended Support Computers list would disappear as soon as the expert clicked Connect to attempt a connection with an unattended machine.  (GTARS-5303)
  • In addition, visual and operable changes were made to improve the overall user experience of the unattended computers list for both Windows and Mac experts.  (GTARS-5708)

Open Release Notes in Web Browser

  • When an expert updates their GoToAssist Expert desktop application, a new web browser window or tab (i.e., if the web browser is already open) will open and automatically navigate to the corresponding set of Release Notes on the GoToAssist Blog for their updated version.  On the corresponding Release Notes page for each version, a summary of the changes is provided, as well as in-depth details surrounding each of the high-profile changes and various bug fixes. (GTARS-5327)

BlogPost1092

  • If an expert updates (i.e., upgrade or downgrade) the GoToAssist Expert software multiple times, the web browser will only open to the Release Notes page once if the application has detected that they have never launched the Release Notes page.  Otherwise, for up/downgrading the application, the expert will continue to see the same Update Complete dialog box (i.e., containing a direct link to the Release Notes, as shown below) when they update their version.  (GTARS-5390)

UpdateComplete1092

Bug Fixes

  • Fix for allowing individual unattended machines to successfully refresh (e.g., after they have been updated or renamed) when the expert navigates between companies within the unattended support computers list.  Previously, the individual machines would remain in a constant loading state instead of completing the refresh.  (GTARS-5295, -5298)
  • Fix for removing the Unattended Support tab when a restricted user (i.e., whose unattended support access is disabled) installs the Expert software on a Mac.  (GTARS-5474)
  • Improvements were made to the reliability of a session start when the Expert software has been launched.  (GTARS-5589)
  • Fix for preventing the unattended support computers list from remaining in a constant loading state when the Expert software has been launched but the expert logs in to the web app with different login credentials and connects to an unattended support computer.  (GTARS-5306)
  • Fix for preventing a restricted user (i.e., whose unattended support access is disabled) from viewing and accessing the unattended support computers list.  (GTARS-5376)
  • Fix for allowing the file transfer dialog box to be manually resized for both the expert and the customer in Windows 10 environments.  (GTARS-5731)
  • Fix for displaying the correct error message when an expert logs in to the Expert software on a Mac using an account that is locked out.  (GTARS-5748)
  • Fix for preventing the session from starting as a service after up/downgrading when the parameter “/StartAsService NO” is implemented in the single executable customer application.  (GTARS-5574)
  • Fix for preventing the Mac Expert desktop app from crashing when a user ends the session while the screen content is auto-scrolling.  (GTARS-5307)
  • Fix for a rare issue that occurred where an empty diagnostic report was displayed.  (GTARS-5310)
  • Fix for preventing unattended computers from erroneously displaying an offline status. Previously, if the customer closed the GoToAssist Customer single executable app on a machine that also has the GoToAssist Customer unattended service installed, the machine would display an offline status even though it was still running in the system tray.  (GTARS-5837)
  • Fix for the Unattended Support Computers list remaining in the background when the expert desktop application is not in focus.  (GTARS-5904)

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!