Set Up Unattended Support

Setting up Unattended Support on a customer's computer or server allows you to access their computer when the customer is not sitting in front of it, enabling you to provide unattended technical support. Unattended Support can also be installed on up to 500 machines simultaneously using third-party or Windows built-in software distribution methods.

Setting up Unattended Support will download the GoToAssist Customer desktop application onto the customer's machine. Once set up, the customer's machine will be associated with the correct company and listed accordingly in the Inventory list. You can set up Unattended Support while in an attended support session with a customer, or you can install the application on the customer's machine while sitting in front of it in a few different ways. With security in mind, Unattended Support cannot be set up without permission from your customer.

Topics in this Article:

Set Up While in an Attended Support Session (PC Only)

Set Up While at the Customer's Machine (PC and Mac)

To set up Unattended Support from the Remote Support web application

To set up Unattended Support from www.fastsupport.com

To set up Unattended Support from the GoToAssist Customer desktop application

Set Up While in an Attended Support Session (PC Only)

To set up Unattended Support on a customer's PC while in an attended support session with the customer

1. Start an attended support session.

2. Click Unattended Support in the Viewer menu and select Set Up Unattended Support from the drop-down menu.

3. Enter your password on the Authenticate screen and click Next to continue. You will then see a "Requesting Unattended Support Access" message until the customer completes the next step.

4. The customer will see an Unattended Support Setup dialog alerting them that you are requesting permission to connect to their computer when they are not present. If they wish to allow you unattended access to their machine by storing their Windows log-in password in the Remote Support application, they should leave the "Enter Windows password" checkbox selected, enter in their Windows password and click Allow Unattended Support. Passwords saved by the Remote Support application are not visible to the technician, nor are they available to Citrix Online.

Note: If a customer does not wish to let the Remote Support application store their password, you will need to log in with a valid Windows account each time you connect to the unattended machine.

5. Choose a nickname for the computer on the Create Nickname screen. The computer's own system name will be pre-populated in the Nickname field; you can choose to leave the generated nickname or create your own, then click Next to continue.

6. On the Select a Company page, use the Company drop-down menu to select which Company you want the customer's PC to be categorized under. Click Next to continue.

7. Once of the following Success screens will confirm that Unattended Support was successfully set up on the customer's PC, and also notes whether or not there is a stored password. Click OK to return to the attended support session with the customer.

8. A pop-up notification appears above the system tray on the customer's computer once Unattended Support is successfully set up.

Set Up While at the Customer's Machine (PC and Mac)

You can also install Unattended Support when you are physically at the customer's computer.

To set up Unattended Support from the Remote Support web application

1. From the customer's computer, log in at https://app.gotoassist.com.

2. Click the current Company's name in the top-navigation menu and select the company that you want the customer's machine to be listed under from the drop-down menu.

3. Click the Remote Support tab on the top-navigation menu and select Deploy Hosts from the drop-down menu to go to the Installers page.

4. Click Generate Installer to create an Installer Download link for an unattended installer, a unique executable .exe file (.exe) that will automatically set up the customer's machine under the company that you selected from the Companies drop-down menu. Click the new Download link that appears to continue.

5. When the Download GoToAssist Remote Support Unattended Installer window appears, click link to download your unique unattended installer. You can use this same Installer Download Link each time you set up Unattended Support up to 500 times. Once you use up all the available installations, you can simply generate another unique download link by clicking Generate Installer again (the Installs Used column tracks how many times you used each download). A Download the GoToAssist Unattended Support Installer window appears.

Download the Windows Installer – Click to install unattended access on a Windows computer or server.
Download the Windows MSI Installer – Click to install unattended access on multiple Windows computers and servers.
Download the Mac Installer – Click to install unattended access on a Mac.

Note: Technicians distributing the desktop application to multiple computers or servers simultaneously will need to generate and use a new Installer Download Link for every 500 PCs or servers on their network.

6. Click Run if you are only installing Unattended Support on the current machine. If you wish to install it on multiple computers or servers, click Save and then use your preferred distribution method (Group Policy, SMS, etc.) to distribute the downloaded file to the appropriate computers and servers.

7. A pop-up notification appears on the customer's computer once Unattended Support is successfully set up.

8. In order for you to be able to access the customer's computer while they are not at their machine, they should update their stored password.

SHORTCUT: You also skip the Deploy Hosts page and instantly download the Installer Download Link by clicking Download the unattended installer in the left navigation on the Remote Support Home page.

To set up Unattended Support from www.fastsupport.com

1. Go to www.fastsupport.com/unattended and click Set Up Unattended Support to start downloading the GoToAssist Customer desktop application. Click Run if prompted.

2. Once the application downloads, you will be prompted to enter your account email address and password. Click OK to continue.

3. If the computer is already set up for Unattended Support under a different company's account, the following message will appear: "The support representative would like to set up unattended support. This will automatically remove [current company]'s unattended support. Do you want to enable Unattended Support?" Click Yes to continue.

4. An Unattended Support Setup dialog will appear, alerting the customer that you are requesting permission to connect to their computer when they are not present. If the customer wishes to allow you unattended access to their machine by storing their Windows log-in password in the Remote Support application, they should leave the "Enter Windows password" checkbox selected, enter in their Windows password and click Allow Unattended Support. Passwords saved by the Remote Support application are not visible to the technician, nor are they available to Citrix Online.

Note: If a customer does not wish to let the Remote Support application store their password, you will need to log in with a valid Windows account each time you connect to the unattended machine.

5. An Unattended Computer Setup dialog prompts you to select a nickname and Company for the customer's computer (the computer's own system name will be pre-populated in the Nickname field; you can choose to leave the generated nickname or create your own). Choose a nickname, select the Company you wish the unattended machine to be set up under from the Company drop-down menu and click OK.

6. A pop-up notification appears above the system tray on the customer's computer (or in the toolbar for Macs) once Unattended Support is successfully set up.

To set up Unattended Support from the GoToAssist Customer desktop application

Note: The GoToAssist Customer desktop application must already be installed on the customer's computer to use this option. To download it onto the customer's computer, start an attended support session from a machine other than your customer's and have your customer join the session. Then open Preferences and uncheck the "Uninstall customer application when session ends" checkbox, click OKand end the attended support session.

1. On the customer's machine, right-click the GoToAssist Customer icon in the system tray and select Enable Unattended Access from the menu.

Note: If the icon does not appear in the system tray, open the GoToAssist Customer desktop application.

2. Enter your account username and password in the Authenticate dialog and click OK.

3. An Unattended Support Setup dialog will appear, alerting the customer that you are requesting permission to connect to their computer when they are not present. If the customer wishes to allow you unattended access to their machine by storing their Windows log-in password in the Remote Support application, they should leave the "Enter Windows password" checkbox selected, enter in their Windows password and click Allow Unattended Support. Passwords saved by the Remote Support application are not visible to the technician, nor are they available to Citrix Online.

Note: If a customer does not wish to let the Remote Support application store their password, you will need the Windows password to log in to the unattended machine each time you connect.

4. An Unattended Computer Setup dialog prompts you to select a nickname and Company for the customer's computer (the computer's own system name will be pre-populated in the Nickname field; you can choose to leave the generated nickname or create your own). Choose a nickname, select the Company you wish the unattended machine to be set up under from the Company drop-down menu and click OK.

5. A pop-up notification appears above the system tray on the customer's computer (or in the toolbar for Macs) once Unattended Support is successfully set up.

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