Use File Transfer - GoToAssist Remote Support - LogMeIn

Find an Answer

Search GoToAssist Remote Support articles, videos and user guides   Your search term must have 2 or more characters.

Browse Articles

Use File Transfer

You can transfer files to and from a customer's Windows and Mac computer during attended and unattended support sessions. This feature uses the same firewall and proxy-friendly connection techniques as screen sharing, so there are no restrictions on the type or size of files that can be sent.

Note: To use file transfer, this feature must be enabled in your account by an administrator.

Topics in this article:

Send files to a customer

Send files to a customer via drag-and-drop (Windows only)

Retrieve files from a customer

About active file transfers

Send files to a customer

  1. During an attended or unattended support session, click File Transfer > Send files to <customer>.

    Note: If access to the file transfer support feature has been disabled by the administrator, the File Transfer menu in the Viewer toolbar will appear disabled (i.e., grayed out).

  1. In the Select File(s)/Folder(s) to Send dialog, locate the desired file and click Send. The customer should click Yes if prompted by User Account Control.

  1. An Incoming File Transfer dialog appears on the customer's computer. Click Change to modify the destination (if desired), then click Save to continue.

  1. The File Transfer Status dialog opens to show the progress of the transfer, and the file is saved to the specified destination on the customer's computer.

    Note: You can view the File Transfer Status window at any time by clicking File Transfer > Display Status.

Send files to a customer via drag-and-drop (Windows only)

You can also easily transfer files from your computer to the customer's desktop using drag and drop.

  1. Drag the file from your computer and drop it within the GoToAssist Viewer.
  2. An Incoming File Transfer dialog appears on the customer's computer. Click Change to modify the destination (if desired), then click Save to continue.

  1. The File Transfer Status dialog opens to show the progress of the transfer, and the file is saved to the specified destination on the customer's computer.

    Note: You can view the File Transfer Status window at any time by clicking File Transfer > Display Status.

Retrieve files from a customer

  1. During an attended or unattended support session, click File Transfer > Get files from <customer>.

    Note: The customer can also initiate a file transfer to your computer by clicking File Transfer in their Toolbar and selecting Send Files. If access to the file transfer support feature has been disabled by the administrator, the File Transfer button in the Customer toolbar will be missing.

  1. In the Select File(s)/Folder(s) to Send dialog on your customer's computer, locate the desired file and click Send. The customer should click Yes if prompted by User Account Control.

  1. An Incoming File Transfer dialog appears. Click Change to modify the destination (if desired), then click Save to continue.

  1. The File Transfer Status dialog opens to show the progress of the transfer, and the file is saved to the specified destination on your computer.

    Note: You can view the File Transfer Status window at any time by clicking File Transfer > Display Status.

About active file transfers

When file(s) are actively in progress and you send a Reboot or Reboot in Safe Mode command to the customer's computer, a Confirm Reboot dialog will appear to inform you that there are active file transfer(s) in progress, and proceeding to reboot will cancel the active file transfer(s). To proceed with the reboot and cancel the file transfer(s), click Yes. To cancel your reboot request and return to the active session to allow the file transfer(s) to continue, click No.