GoToAssist App for Android

With the free GoToAssist app for Android, you can increase your mobility and bandwidth by providing essential support services to remote Internet-connected devices while you're on the go. The app is a streamlined version of GoToAssist Remote Support that provides unlimited attended sessions from your Android device. You can deliver instant technical support from anywhere at any time, even when you're not in the office.

Note: This is not to be confused with the GoToAssist (Customer) app, which is only for Android users being supported by a Remote Support technician.

Topics in this article:

Install the App

Create an Account

Attended Support Sessions

Unattended Support Sessions

Features and Tools

Modify Settings

Uninstall GoToAssist App

Install the App

Note: Before installing, see the System Requirements here.

1. From the Home screen, select the Launcher icon .

2. Open the Google Play Store app.

3. Search for "GoToAssist" and select it.

Note: This is not to be confused with the GoToAssist (Customer) app, which is only for Android users being supported by a Remote Support technician.

4. Select the Download button.

5. Select Accept & Download to accept permissions for the app. It will begin downloading immediately.

Create an Account

If you do not already have a Remote Support account, you can sign up for a Free Mobile Plan directly through the app.

To sign up for a Free Mobile Plan

1. Select Create Account.

2. Fill in your name and email address, and create a password. Select Create.

3. On the Welcome to GoToAssist screen, you can select Learn More to see more information about a Remote Support plan.

Attended Support Sessions

To start an Attended Support Session

1. From the Home screen, select the Launcher icon and open the GoToAssist app.

2. On the Log In screen, enter your email address and password and select Log In.

3. Select the Tap to start a support session button.

4. A new Support Key appears on the Invite Customer screen. You can select Email Support Info to send it to your customer through email, or give it to them in another way.

Note: You must have the Email app set up to automatically create an email.

5. Direct your customer to www.fastsupport.com and have them enter the Support Key. Alternatively, they can select the Support URL in the invite email to be instantly launched into session.

6. Once your customer joins the support session, you will immediately see their screen. The Gesture Guide will also appear.

Note: You can disable the check box at the bottom of the Gesture Guide to prevent it from appearing at the start of every new session.

To end Attended Support Sessions

1. Select End Session or press the Back button on your Android device.

2. Tap End Session when prompted.

Unattended Support Sessions

To connect to an Unattended Support Computer

1. From the Home screen, select the Launcher icon and open the GoToAssist app.

2. On the Log In screen, enter your email address and password and select Log In.

3. Select the Unattended Computers button.

4. On the Companies screen, select the Company that the Unattended Support Computer is installed under.

5. Select the Unattended Support Computer you want to connect to.

6. On the Computer Details screen, you can do the following:

Connect – Select the Connect button to start an Unattended Support Session.
View the Nickname – View the Computer's unique nickname.
Reset Connection – Select the Arrow icon next to Reset Connection to reset the Unattended Support Computer’s connection to GoToAssist.

7. If you select Connect, enter the access code for the Unattended Support Computer when prompted to connect to the Unattended Support Computer. Once you connect to the computer, you will see a "Log In" message if the customer stored their password with GoToAssist. You can select Log In to log in to the computer without manually entering the password.

To end Attended Support Sessions

1. Select End Session or press the Back button on your Android device.

2. Select End Session when prompted.

Features and Tools

While in a support session, you can use these tools.

Select the Tools icon in the toolbar to do the following:

Send Ctrl-Alt-Del – Send the Ctrl-Alt-Del command to the customer's computer.
Reboot – Reboot the customer's computer without disconnecting the session.
Reboot in Safe Mode – Reboot the customer's computer in safe mode without disconnecting the session.

Select the Keyboard icon in the toolbar to manually bring up or minimize the keyboard (you can also use a 3-finger tap gesture).

View Settings

To view the app settings

1. Open the GoToAssist app and log in.

2. Select the Menu button on your Android device to open the settings screen.

2. On the GoToAssist Settings screen, you can do the following:

My Account – Select to open the Browser app and view your My Account page.
About GoToAssist – Select to view more information about the GoToAssist app.

3. You can also view the following setting options:

Email address – Email address associated with the account

Inactivity timeout – The length of time a session must be inactive before it is disconnected.

Lock on Disconnect – Whether or not the customer’s computer is locked once you end an Unattended Support session.
Uninstall customer – Whether or not the GoToAssist Customer desktop application is removed from the customer’s computer once the session ends.

Note: These settings can be changed by logging in to the GoToAssist Expert desktop application.

Uninstall GoToAssist App

1. From the Home screen, select the Launcher icon and select the Settings app.

2. Select Applications, and then Manage applications.

3. Select GoToAssist, and then Uninstall.

| Views: 3781 | Last Updated: Mon, Apr 15 2013 12:01 PM