Reboot

Sometimes it is necessary to shut down the customer's machine to aid with software installations, upgrades, or technical issues. You can use the Tools menu to initiate a shut-down, restart and reconnect the customer's machine without ending the support session. Initiating the reboot and reconnecting from your Viewer enables the customer to reconnect to the support session without having to download the Remote Support software again.

The Reboot/Reconnect feature is currently unavailable for the Mac.

Topics in this article

Reboot the Customer's Machine

Reboot the Customer's Machine in Safe Mode

Reboot the Customer's Machine

To reboot a customer's machine and reconnect to the existing session

Note: GoToAssist must be running as a service in order to use this feature.

1. Click Tools in the Viewer's menu and select Reboot from the drop-down menu.

2. A Reboot Computer dialog will appear on the customer's screen.They should click Yes to authorize the Reboot or No to cancel.

3. The customer's machine will restart and then reconnect to the support session automatically (Screen Sharing will pause in the meantime).

4. Once the customer's machine reconnects, the Windows login screen will appear.

• Unattended Session - If the customer stored a password with Remote Support, you can log in automatically. If they didn't, you must log in with a valid Windows account.
• Attended Session - You can either log in with your own credentials, or the customer can enter their password. Once you are logged in, the session continues.

Reboot the Customer's Machine in Safe Mode

Rebooting the customer's machine in safe mode restarts Window with a limited set of files, drivers and applications running. Safe mode can be used to trouble shoot issues with programs that aren't starting or running correctly. Learn more about starting Windows in safe mode.

To reboot a customer's machine and reconnect to the existing session

Note: GoToAssist must be running as a service in order to use this feature.

1. Click Tools in the Viewer's menu and select Reboot in Safe Mode from the drop-down menu.

2. A Reboot Computer dialog will appear on the customer's screen.They should click Yes to authorize the Reboot or No to cancel.

3. The customer's machine will restart and then reconnect to the support session automatically (Screen Sharing will pause in the meantime).

| Views: 3189 | Last Updated: Mon, Apr 15 2013 12:01 PM

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