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Download and Install GoToAssist Expert Desktop App (Windows)

When you download the GoToAssist Expert desktop application (so that you can host support sessions), an installation package (including the GoToAssist Opener application) will be downloaded onto your computer. By running this installation package and leaving the applications installed, you will be able to quickly and easily start sessions and re-install the application, if needed.

Note: These instructions apply to Windows agents only. For instructions that apply to Mac agents, see Download and Install GoToAssist Expert Desktop App (Mac) for more information. Additionally, you can view the System Requirements for Agents.

 

Download the GoToAssist Expert Desktop Application

Note: Agents will be prompted to log in with their account credentials once the application has installed. For detailed installation instructions, please see below.

Windows

Topics in this article:

About the installation package

How to download the GoToAssist Expert desktop application instantly

How to download the GoToAssist Expert desktop application from the web

Instructions for each web browser

About the installation package

The installation package includes the following components:

  • GoToAssist Expert desktop application
    This is the main software that you use to host support sessions and connect to your devices (i.e., unattended support computers).

  • Opener application
    This "helper" application is required to install and launch the GoToAssist Expert desktop application. It must be installed on your computer, even if the GoToAssist Expert application is already installed.

    Note: If you remove the Opener application at a later time, you'll need to go through the entire download process each time you start a support session from the web app (e.g., a customer-initiated support escalation). We don’t recommend that you do this if you frequently start sessions from the web.

  • Web Deployment browser plugin (Firefox only)
    This plugin allows your web browser to automatically start the GoToAssist Opener application, which in turn launches the GoToAssist Expert application. Although disabling or blocking the plugin will not prevent you from downloading the applications, our products work best if the plugin is allowed to run when the browser prompts by clicking Allow, then select Allow Now, or Allow and Remember.

How to download the GoToAssist Expert desktop application instantly

  1. Open a web browser.
  2. Go to www.fastsupport.com/download/repDownload.
    • If the Opener application is not installed (either first time joining or it was removed), then the GoToAssist Opener.exe file will automatically start downloading.

    • If the Opener application is already installed, then some or all of the following steps will be skipped. The web browser will automatically start the GoToAssist Opener app, which will then launch the GoToAssist Expert desktop application (or install it again, if needed).

  3. Continue to instructions for each web browser to complete the download and installation steps.

How to download the GoToAssist Expert desktop application from the web

You must log in to your account first to install the GoToAssist Expert desktop application.

  1. Log in at http://up.gotoassist.com.
  2. On your Dashboard, click Start session.

  • If the Opener application is not installed (either first time joining or it was removed), then the GoToAssist Opener.exe file will automatically start downloading.

  • If the Opener application is already installed, then some or all of the following steps will be skipped. The web browser will automatically start the Opener app, which will then launch the GoToAssist Expert desktop application (or install it again, if needed).

  1. Continue to instructions for each web browser to complete the download and installation steps.

Instructions for each web browser

Once you have downloaded the GoToAssist Opener, you can complete the installation steps for the browser you are using, as follows:

Mozilla Firefox®

  1. When the download finishes, click Save File when prompted by the "Opening GoToAssist Opener.exe" dialog (click Start Session again if you need to restart the download).
  2. Click the Downloads button in the toolbar, and then select the "GoToAssist Opener.exe" file.

  1. Click Run when prompted, and the GoToAssist Opener will open.

Google Chrome™

  1. When the download finishes, click the GoToAssist Opener.exe link in the bottom-left of the page to open the file.
  2. Click Run when prompted, and the GoToAssist Opener file will open.

Internet Explorer®

  1. When the download finishes, click Run when prompted in the bottom navigation and the GoToAssist Opener will open.

Microsoft Edge®

  • Click Save when prompted, then when the download finishes, click Run. If needed, click Start Session in the browser window to restart the download.

  1. The GoToAssist Launcher application will be automatically installed, along with the Web Deployment browser plugin if you are using Firefox (click Yes if prompted by User Account Control). The GoToAssist Expert desktop application will be automatically launched, and the agent can start hosting support sessions with customers.

    Note: If customers remove the Launcher application at a later time, they'll need to go through the entire download process again. We don’t recommend that customers do this if they frequently join support sessions, as they will lose the benefit of faster join times.

  1. If prompted, log in to the GoToAssist Expert desktop application.

  1. The GoToAssist Expert desktop application will automatically launch to the Viewer window. See Use the GoToAssist Expert Desktop App (Windows) for next steps.