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Join Help via Web Browsers

When you use a web browser to join a support session from your desktop, the instructions and experience can vary, depending on whether you have previously installed the GoToAssist Opener "helper" application. For more information, please see the GoToAssist Remote Support Customer Quick Start Guides for Windows and Mac.

Topics in this article:

About the installation package

Google Chrome

Mozilla Firefox

Microsoft Edge

Internet Explorer

About the installation package

The installation package includes the following components: 

  • GoToAssist Customer desktop application
    This is the main software that customers use to join support sessions. Learn more.

  • GoTo Opener application
    This "helper" application downloads as the GoToAssist Opener.exe (Windows) or GoTo Opener.dmg (Mac), then installs as the GoTo Opener application. This application is required to install and launch the GoToAssist Customer desktop application. It must be installed on the computer, even if the Customer desktop application is already installed.

    Note: If you remove the GoTo Opener application at a later time, you'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.

    • If the GoTo Opener application is not installed (either first time joining or it was previously removed), then the GoToAssist Opener.exe or GoTo Opener.dmg file will automatically start downloading. Continue to Step #2.
    • If the GoTo Opener application is already installed, then the web browser will automatically start the GoTo Opener app, which will then launch the GoToAssist Customer application (or install it again, if needed). You can skip Step #2 and continue to Step #3.
  1. If the GoTo Opener application is not already installed, the GoToAssist Opener.exe or GoTo Opener.dmg file will automatically begin downloading. Depending on which web browser you are running, you can complete the download as follows:

Google Chrome

Windows

  1. When the download finishes, click GoToAssist Corporate Opener.exe at the bottom of the page, then Open (or click restart the download if needed).

  1. If prompted by UAC, click Yes to continue. Then continue to Step #3.

Mac

  1. When the download finishes, click GoTo Opener.dmg at the bottom of the page to open the file (you may need to refresh the page and/or click download & run GoToAssist to re-start the download).

  1. In the downloads folder, the GoTo Opener application will then be downloaded from the GoTo Opener.dmg file. Double-click the GoTo Opener application to launch it, then click Open when prompted by the web browser. Then continue to Step #3.

Mozilla Firefox

Windows

  1. Click Save File when prompted (or click restart the download in the browser window if needed).

  1. Click the Downloads icon in the toolbar and select the "GoToAssist Opener.exe" file. Click Run when prompted. Then continue to Step #3.

Mac

  1. Click Save File when prompted, then click OK (click restart the download in the browser window if needed).

  1. Click the Downloads icon in the toolbar, and then select the "GoTo Opener.dmg" file.

  1. Double-click the GoTo Opener application to launch it, then click Open when prompted by the web browser. Then continue to Step #3.

Microsoft Edge

Windows Only

  1. Click Save when prompted.
  2. Click Run, then continue to Step #3.

Internet Explorer

Windows Only

  1. Click Run when prompted, then continue to Step #3.

  1. The GoTo Opener application will be automatically installed (Windows users - click Yes if prompted by User Account Control), then the GoToAssist Customer application will launch and prompt you to join the support session.

    Note: If you remove the GoTo Opener 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 support sessions, as you will lose the benefit of faster join times.

  • Windows users click Yes to join the session.

  • Mac users click Join Session when prompted.

Related articles

Join a Support Session From Your Desktop

Use the GoToAssist Customer Desktop Application

Use the GoToAssist Customer Attended Standalone Application (Single Executable for Windows)

Block or Remove Unattended Access