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System Requirements for Customers

As a customer, you can easily join support sessions hosted by an agent using GoToAssist Remote Support from your desktop or mobile device get assistance – anytime, anywhere! Below are the system requirements to join a support session as a customer.

Note: These system requirements apply to GoToAssist’s Remote Support module only; see separate system requirements for the Service Desk module. If you are an agent attempting to host a support session, see the System Requirements for Agents.

Topics in this article:

Join from a Windows or Mac computer

Join a chat-only session from iOS

Join a support session from Android

Join from a Windows or Mac computer

You can easily join an attended GoToAssist Remote Support session from your Windows or Mac computer, or allow an agent to connect to your machine in an unattended support session. To do so, you will need the following:

  • Attended sessions – Invitation or Support Key (provided by the agent) to join an attended support session. Learn more.
  • Unattended sessions – Unattended access installed (Windows or Mac unattended installer provided by the agent) to allow the agent to connect via unattended support sessions.  Learn more.

Announcement: If you are setting up unattended support on a Mac, please be sure that the Mac user account name does not contain a space or the installation will fail. Learn more.

Operating System:

  • Windows 7, 8, 10, Server 2008, and Server 2012
  • Mac OS X 10.9 (Mavericks), 10.10 (Yosemite), 10.11 (El Capitan), and macOS Sierra (10.12)

Web Browsers:

  • Google Chrome (current version)
  • Mozilla Firefox (current version)
  • Internet Explorer v9 or later
  • Microsoft Edge v20 or later
  • Apple Safari (current version)

Internet Connection:

  • Broadband internet connection with 1+ Mbps

Hardware:

  • Intel Processor (2GB of RAM or better)

Software:

  • GoToAssist Customer desktop application – Downloads automatically when you join a support session. Learn more.
  • (Optional) GoToAssist Customer Attended Standalone application (Windows only) – For customers who frequently join support sessions. Learn more or see the detailed configuration options available to use with this app.

Windows

Note: For system requirements to download this app, please see above.

Join a chat-only session from iOS

At this time, customers cannot join a GoToAssist Remote Support session using an iOS device.

Join a support session from Android

To join a GoToAssist Remote Support session from your Android device, you will need the following:

Mobile Operating System:

  • Android OS 4.2.X (Jellybean MR 1) or later

Mobile Device:

  • All devices

Internet Connection:

  • 3G or Wi-Fi

Mobile App:

  • GoToAssist (Customer) app for Android – For Android OS 4.2.X (Jellybean MR 1) or later. Learn more.


Features:Features will vary depending on your mobile device manufacturer, version of Android OS and GoToAssist app for Android you are using. For more information, see Mobile Feature Comparison.