General FAQs - GoToAssist Remote Support - LogMeIn

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General FAQs

These FAQs address common representative and customer questions.

Installing Remote Support FAQs

Where can I download the GoToAssist Expert desktop application?

Log in to your account, then click Start a Session. For more information, see Download and Install GoToAssist Expert Desktop App (Windows) or Download and Install GoToAssist Expert Desktop App (Mac).

What is the size of the file that my customer downloads to engage in a screen-sharing session with me?

The file ranges in size from 429 KB to 544 KB depending upon your Remote Support configuration.

Are there any files or folders left on my customer's computer after the session ends?

The downloaded file stays on the customer's computer; however, any subsequent sessions will require a smaller download containing a new encryption key.

Does my customer need to have administrative privileges to join a support session?

No. However, without administrative privileges Remote Support does not offer full functionality to the support representative. If your customer has administrative rights, Remote Support runs as a service, and you are able to use the Send Ctrl-Alt-Del command, reboot the computer in safe mode, continue with User Account Controls prompts and set up unattended support. If your customer does not have administrative rights, you still have keyboard and mouse control of your customer's computer, and you may still reboot the customer's computer and reconnect, but you will be unable to use the Send Ctrl-Alt-Del command or continue with User Account Controls prompts.

Is the plug-in virus free?

Yes, the plug-in is safe. We perform regular virus checks and updates. The warning message the customer may see is a default message that the browser displays when executable files are downloaded.

Uninstalling Remote Support FAQs

Running Remote Support FAQs

Is there a time-out when no activity occurs on either my computer or my customer's computer?

By default, there is no time-out. The session will continue until either side terminates the session by closing the Viewer window. However, you can enable your Preferences to end the session due to inactivity. Learn more.

Is there a limit to the duration of a session?

There is no limit to the duration of a session.

Is there a limit to the number of sessions that I can run?

There is no limit to the number of sessions that can be run.

What is the max number of sessions I can hold at once?

You can hold up to 8 remote support sessions at a time.

Feature FAQs

If I initiate a Reboot/Reconnect on my customer's computer, and Remote Support finds no Internet connection to restart the session, how long until it quits searching to reconnect?

Your session will automatically terminate after 10 minutes if unable to reconnect with your customer's computer. Also remember to tell your customer to not close his/her Viewer window. This will terminate the session prematurely. The customer's GoToAssist Viewer window will close automatically when the shut-down is requested, then re-launch upon reconnection.

Screen Sharing FAQs

How can I take a screenshot of my customer's screen?

Click anywhere outside of the Viewer window, then press the Print Screen key on your keyboard.

Unattended Support FAQs

Why can't I set up unattended support on my customer's computer?

Make sure that Remote Support is running as a service on the customer's computer. To run Remote Support as a service, click Tools, then click Upgrade to Run as a Service. Normally Remote Support does this automatically if your customer has administrative privileges. If your customer does not, clicking Upgrade to Run as a Service should trigger a pop-up asking administrative permission to run Remote Support as a service.

Can I set up unattended support while physically present at my customer's machine?

Yes. Navigate to https://www.fastsupport.com/unattended to set up unattended support while present at a customer's computer, or download the unattended installer and send it to your customer. For more information, see Set Up Unattended Access.

Connection Issues FAQs

What are the minimum browser requirements to begin a screen-sharing session with my customer?

See the system requirements for Agents and Customers.

What ports does GoToAssist use?

All GoToAssist software connections are outbound, requiring TCP connections to ports 80, 443 or 8200. Learn more here.

Why don't the arrow keys and the number pad on my keyboard operate (i.e.., allow me to move my cursor or type numbers); they only scroll the Viewer window?

The system keys feature is enabled.

  1. From your Viewer window, select Tools, then Preferences.
  2. Select the Screen Sharing tab.
  3. Uncheck Pass system keys to remote computer.
  4. Click OK.

What File Transfer Protocol is used in GoToAssist?

The File Transfer feature does not use the traditional File Transfer Protocol (FTP), but instead relies on the same secure, firewall-friendly technology that powers screen sharing. Flow control ensures that File Transfer and screen sharing can take place simultaneously.

How do I alleviate an Internet Traffic Jam or slow connectivity?

An Internet Traffic Jam is a timeout related to communications to and from our servers. This can be caused by anything that connects the customer or the representative to our servers, including the customer's or representative's internal network or any server the data travels through to get to our servers. Close programs that use bandwidth (e.g., radio and Internet chat sessions).

Another way to solve this issue is to lower the quality of your Remote Support display:

  1. From your Viewer Window, click Tools, then Preferences.
  2. From the Screen Sharing tab select 256 Colors, Disable display effects, and Disable desktop wallpaper.
  3. Click OK and attempt to connect again.

How does my customer alleviate Internet Traffic Jams or slow connectivity?

  • Close streaming programs (e.g., radio and Internet chat sessions).
  • Close graphic-intensive wallpaper.
  • Close unnecessary programs or applications.

Can I remotely print using Remote Support?

Unfortunately, Remote Support does not support remote printing at this time.

Is Remote Support proxy-aware?

Yes.

Do the Windows User Account Controls (UAC) need to be on to use Remote Support on a customer's machine?

For best results, ensure that your customer's Windows User Account Controls are turned on. Turning UAC off may affect the software's ability to run as a service and to initiate the Send CTRL-ALT-DEL command.

How does Remote Support reboot a customer's computer into safe mode on Windows?

In order to reboot in safe mode on Windows, Remote Support first copies the original boot.ini file to boot.ini.bak, located in the same folder as the original file, and then modifies the existing boot.ini file to reboot the system in safe mode. Remote Support modifies the original boot.ini file only if the copy succeeds. If a back up copy already exists, Remote Support does not modify the boot.ini file and will not reboot your customer's computer in safe mode. If the boot.ini file was affected by malware, then your customer's computer may behave unpredictably. Restoring to the original boot.ini file happens automatically once the system boots in safe mode. However, if the latter fails (BSOD),you will have to manually complete the restoration.

Error Message FAQs

"The file may have been corrupted in transfer." This message appears after I transfer a large file (e.g., 80 MB) to my customer's computer, and notice that the file size is much smaller on my customer's computer.  

The error message is generated when there is a problem sending the file to the destination (e.g., insufficient disk space). Make sure there is enough disk space on the customer's computer, and resend the file. If there is not enough space on the customer's computer, zip the file before resending it.

"The page cannot be displayed." This error message is displayed when my customer goes to our support page to initiate a screen sharing session.

  • Close all browsers and open another.
  • Check for Internet connectivity.

"OS Not Supported." This message appears when my customer begins a screen sharing session.

The customer is using a non-supported operating system. Please see the System Requirements for Customers.

Customer FAQs