General FAQs - GoToAssist Express

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General FAQs

These FAQs address common representative and customer questions.

Installing GoToAssist Express

What is the size of the file that my customer downloads to engage in a screen-sharing session with me?

Are there any files or folders left on my customer's computer after the session ends?

Does my customer need to have administrative privileges to join a support session?

Is the plug-in virus free?

Running GoToAssist Express

Is there a time-out when no activity occurs on either my computer or my customer's computer?

Is there a limit to the duration of a session?

Is there a limit to the number of sessions that I can run?

What is the max number of sessions I can hold at once?

Features

Drawing Tools

How do I draw and erase the drawings on the shared screen?

Cut/Copy/Paste

Can I copy and paste text between my customer's PC and mine?

File Transfer

What is the largest file size that I can transfer between my customer's computer and my own?

Reboot/Reconnect

If I initiate a Reboot/Reconnect on my customer's computer, and GoToAssist Express finds no Internet connection to restart the session, how long until it quits searching to reconnect?

Screen Sharing

How can I switch from Customer Screen Sharing to Share My Screen? How can I switch back?

I would like to chat or share the screen of more than one customer. How would I do this?

Can my customer temporarily end screen sharing and reconnect without reinitiating the entire session?

How can I take a screenshot of my customer's screen?

Unattended Support

Why can't I set up unattended support on my customer's computer?

What if I forget the access code to one of my unattended support computers?

Can I set up unattended support while physically present at my customer's machine?

Connection Issues

What are the minimum browser requirements to begin a screen-sharing session with my customer?

What ports does GoToAssist use?

Why don't the arrow keys and the number pad on my keyboard operate (i.e., allow me to move my cursor or type numbers); they only scroll the Viewer window?

What File Transfer Protocol is used in GoToAssist?

How do I alleviate an Internet Traffic Jam or slow connectivity?

How does my customer alleviate Internet Traffic Jams or slow connectivity?

Can I remotely print using GoToAssist Express?

Is GoToAssist Express proxy-aware?

Do the Windows User Account Controls (UAC) need to be on to use GoToAssist Express on a customer's machine?

How does GoToAssist Express reboot a customer's computer into safe mode on Windows XP/Windows 2000?

Error Messages

The file may have been corrupted in transfer. This message appears after I transfer a large file (e.g., 80 MB) to my customer's computer, and notice that the file size is much smaller on my customer's computer.

The page cannot be displayed. This error message is displayed when my customer goes to our support page to initiate a screen sharing session.

OS Not Supported. This message appears when my customer begins a screen sharing session.

 

Installing GoToAssist Express

What is the size of the file that my customer downloads to engage in a screen-sharing session with me?

The file ranges in size from 429 KB to 544 KB depending upon your GoToAssist Express configuration.

Are there any files or folders left on my customer's computer after the session ends?

The downloaded file stays on the customer's computer; however, any subsequent sessions will require a smaller download containing a new encryption key.

Does my customer need to have administrative privileges to join a support session?

No. However, without administrative privileges GoToAssist Express does not offer full functionality to the support representative. If your customer has administrative rights, GoToAssist Express runs as a service, and you are able to use the Send Ctrl-Alt-Del command, reboot the computer in safe mode, continue with User Account Controls prompts and set up unattended support. If your customer does not have administrative rights, you still have keyboard and mouse control of your customer's computer, and you may still reboot the customer's computer and reconnect, but you will be unable to use the Send Ctrl-Alt-Del command or continue with User Account Controls prompts.

Is the plug-in virus free?

Yes, the plug-in is safe. Citrix Online performs regular virus checks and updates. The warning message the customer may see is a default message that the browser displays when executable files are downloaded.

Running GoToAssist Express

Is there a time-out when no activity occurs on either my computer or my customer's computer?

There is no time-out. The session will continue until either side terminates the session by closing the Viewer window.

Is there a limit to the duration of a session?

There is no limit to the duration of a session.

Is there a limit to the number of sessions that I can run?

There is no limit to the number of sessions that can be run.

What is the max number of sessions I can hold at once?

You can hold up to 8 remote support sessions at a time.

Features

Drawing Tools

How do I draw and erase the drawings on the shared screen?

To draw, click Tools, highlight Drawing Tools, choose the tool with which you would like to draw, then draw by clicking and drawing in the Viewer window.

To erase drawings, click Tools, highlight Drawing Tools, then click Erase all drawings.

Cut/Copy/Paste

Can I copy and paste text between my customer's PC and mine?

Yes. While you are in a session, you share the Windows clipboard with your customer. You can select and copy text only.

File Transfer

What is the largest file size that I can transfer between my customer's computer and my own?

The size of the file is not limited or restricted.

Reboot/Reconnect

If I initiate a Reboot/Reconnect on my customer's computer, and GoToAssist Express finds no Internet connection to restart the session, how long until it quits searching to reconnect?

Your session will automatically terminate after 10 minutes if unable to reconnect with your customer's computer. Also remember to tell your customer to not close his/her Viewer window. This will terminate the session prematurely. The customer's GoToAssist Viewer window will close automatically when the shut-down is requested, then re-launch upon reconnection.

Screen Sharing

How can I switch from Customer Screen Sharing to Share My Screen? How can I switch back?

To share your screen:

  1. Click Screen Sharing.
  2. Click Share My Screen.

To switch back to the customer's screen:

  1. Click Screen Sharing.
  2. Click Start seeing <customer's name> screen.

I would like to chat or share the screen of more than one customer. How would I do this?

Click New Session in the Viewer window menu and invite another customer to the new support session.

Can my customer temporarily end screen sharing and reconnect without reinitiating the entire session?

Yes. Your screen-sharing session can be temporarily paused by either you or your customer.

  1. Click Screen Sharing in your Viewer window menu.
  2. Click Stop Screen Sharing.

You must reinitiate the session from your Viewer window.

  1. Click Screen Sharing in your Viewer window menu.
  2. Click Share My (or Customer Xs) Screen.

How can I take a screenshot of my customer's screen?

  1. From your Viewer window click Tools, then Preferences.
  2. Select the Screen Sharing tab.
  3. Uncheck Pass system keys to remote computer.
  4. Click OK.
  5. Press the Print Screen key on your keyboard.
  6. Paste in your imaging or documenting software.

Unattended Support

Why can't I set up unattended support on my customer's computer?

Make sure that GoToAssist Express is running as a service on the customer's computer. To run GoToAssist Express as a service, click Tools, then click Upgrade to Run as a Service. Normally GoToAssist Express does this automatically if your customer has administrative privileges. If your customer does not, clicking Upgrade to Run as a Service should trigger a popup asking administrative permission to run GoToAssist Express as a service.

What if I forget the access code to one of my unattended support computers?

If you forget the access code to one of your unattended support computer's, you must be physically present at the computer to reset the access code.

  1. Right click the customer's GoToAssist Express icon in the system tray.
  2. Mouse over Unattended Access.
  3. Click Change Access Code.
  4. Enter the password for your GoToAssist Express account and you can reset the access code.

Can I set up unattended support while physically present at my customer's machine?

Yes. Navigate to https://www.fastsupport.com/unattended to set up unattended support while present at a customer's computer.

Connection Issues

What are the minimum browser requirements to begin a screen-sharing session with my customer?

  • Required: Windows Server 2003, Windows XP, Windows Vista, Windows 7, or Mac OS X 10.4 or later
  • Required: Internet Explorer, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later or Safari 1.3 or later
  • Required: 28.8 KBps or greater connection, 56 K recommended
  • Required: Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server

What ports does GoToAssist use?

All GoToAssist software connections are outbound, requiring TCP connections to ports 80, 443 or 8200.

Why don't the arrow keys and the number pad on my keyboard operate (i.e.., allow me to move my cursor or type numbers); they only scroll the Viewer window?

The system keys feature is enabled.

  1. From your Viewer window, select Tools, then Preferences.
  2. Select the Screen Sharing tab.
  3. Uncheck Pass system keys to remote computer.
  4. Click OK.

What File Transfer Protocol is used in GoToAssist?

The File Transfer feature does not use the traditional File Transfer Protocol (FTP), but instead relies on the same secure, firewall-friendly technology that powers screen sharing. Flow control ensures that File Transfer and screen sharing can take place simultaneously.

How do I alleviate an Internet Traffic Jam or slow connectivity?

An Internet Traffic Jam is a timeout related to communications to and from Citrix Online servers. This can be caused by anything that connects the customer or the representative to Citrix Online servers, including the customer's or representative's internal network or any server the data travels through to get to Citrix Online servers (including Citrix Online servers). Close programs that use bandwidth (e.g., radio and Internet chat sessions).

Another way to solve this issue is to lower the quality of your GoToAssist Express display:

  1. From your Viewer Window, click Tools, then Preferences.
  2. From the Screen Sharing tab select 256 Colors, Disable display effects, and Disable desktop wallpaper.
  3. Click OK and attempt to connect again.

How does my customer alleviate Internet Traffic Jams or slow connectivity?

  1. Close streaming programs (e.g., radio and Internet chat sessions).
  2. Close graphic-intensive wallpaper.
  3. Close unnecessary programs or applications.

Can I remotely print using GoToAssist Express?

Unfortunately, GoToAssist Express does not support remote printing at this time.

Is GoToAssist Express proxy-aware?

Yes.

Do the Windows User Account Controls (UAC) need to be on to use GoToAssist Express on a customer's machine?

For best results, ensure that your customer's Windows User Account Controls are turned on. Turning UAC off may affect the software's ability to run as a service and to initiate the Send CTRL-ALT-DEL command.

How does GoToAssist Express reboot a customer's computer into safe mode on Windows XP/Windows 2000?

In order to reboot in safe mode on Windows XP, GoToAssist Express first copies the original boot.ini file to boot.ini.bak, located in the same folder as the original file, and then modifies the existing boot.ini file to reboot the system in safe mode. GoToAssist Express modifies the original boot.ini file only if the copy succeeds. If a back up copy already exists, GoToAssist Express does not modify the boot.ini file and will not reboot your customer's computer in safe mode. If the boot.ini file was affected by malware, then your customer's computer may behave unpredictably. Restoring to the original boot.ini file happens automatically once the system boots in safe mode. However, if the latter fails (BSOD),you will have to manually complete the restoration.

Error Messages

The file may have been corrupted in transfer. This message appears after I transfer a large file (e.g., 80 MB) to my customer's computer, and notice that the file size is much smaller on my customer's computer.  

The error message is generated when there is a problem sending the file to the destination (e.g., insufficient disk space). Make sure there is enough disk space on the customer's computer, and resend the file. If there is not enough space on the customer's computer, zip the file before resending it.

The page cannot be displayed. This error message is displayed when my customer goes to our support page to initiate a screen sharing session.

  1. Close all browsers and reopen another.
  2. Check for Internet connectivity.

OS Not Supported. This message appears when my customer begins a screen sharing session.

The customer is using a non-supported operating system. Customer must be on a Windows based PC or Mac OS X 10.4 or newer.

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