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Download and Install GoToAssist Expert Desktop App (Mac)

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

Download the GoToAssist Expert Desktop Application for Mac

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

Mac

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).

  • Launcher 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 Launcher application is not installed (either first time joining or it was removed), then the Citrix Online Launcher.dmg file will automatically start downloading.

    • If the Launcher application is already installed, then some or all of the following steps will be skipped. The web browser will automatically start the Citrix Online Launcher 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 Launcher application is not installed (either first time joining or it was removed), then the Citrix Online Launcher.dmg file will automatically start downloading.
  • If the Launcher application is already installed, then some or all of the following steps will be skipped. The web browser will automatically start the Citrix Online Launcher 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 Citrix Online Launcher, you can complete the installation steps for the browser you are using, as follows:

Apple Safari

  • Click the "Citrix Online Launcher" file in the browser’s Downloads window , or click on it in your user dock (or click Start Session to download again, if needed).

Mozilla Firefox®

  • Click OK when prompted, or you can select Save File then click OK to save the Citrix Online Launcher.dmg file to your Downloads folder. To access your Downloads folder, click the Download icon in the upper right navigation of the web browser, then click on the file to open. If needed, click Start Session to download again.

Google Chrome™

  • When the download finishes, click Citrix Online Launcher.dmg file at the bottom of the page to open the file (or click Start Session to download again if needed).

  1. When the Citrix Online Launcher window opens, double-click the Launcher icon .

  1. You will see a message noting that "Citrix Online Launcher" is an application downloaded from the internet. If preferred, enable the "Don't warn me [...]" check box, then click Open to continue. The GoToAssist Expert desktop application will be automatically launched, and the agent can start hosting support sessions with customers.

    Note: If you remove the Launcher application at a later time, you'll need to go through the entire download process again. We don’t recommend that you do this if you frequently join sessions, as you 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.