FAQs

These FAQs address common representative and customer questions.

Why do I get an "Invalid password" error when I try to log in to HelpAlert?

You can try a few different things:

• Confirm your login is in email format.
• Confirm your login and password are in lowercase.
• Have your manager reset your password.

Why do I get an "Account not activated" error when I try to log in to HelpAlert?

Your account is not in an active state. Please contact your Citrix Online account manager for reactivation.

Why do I get a "Cannot connect to server" error when I try to log in to HelpAlert?

You can try doing the following:

• Check your Internet connection.
• Ask your manager to check for firewall changes.
• Ask your manager to check for proper IP configuration.
• Visit the GoToAssist Service Status page to check for system availability.

What ports does GoToAssist use?

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

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

The minimum browser and version required for the customer is as follows:

• Internet Explorer 7.0 or later
• Mozilla Firefox 6.0 or later
• Safari 4.0 or later

 If the customer’s browser is not Java-enabled, the customer will be prompted to manually download the screen-sharing file.

How can I increase or decrease the amount of time my pop-up alerts show on my screen? (Default length is 30 seconds.)

1. From the List View window, select Options > Preferences > Alerts  tab.
2. Under Pop-up Alerts, change Incoming queries will show a pop-up alert for: time to your preference (maximum: 120 seconds).

How can I have my pop-up alerts show when I am already in a session?

1. From the List View window, select Options > Preferences > Alerts  tab.  
2. Under Pop-up Alerts > When in session, check Play sound and Show Alerts.

How do I draw and erase the annotations on the shared screen?

From the Viewer window’s Draw menu, select Erase all drawings. See Drawing Tools for more information.

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

1. From your Viewer window or HelpAlert Options menu, select Tools > Preferences > Viewer tab.
2. Uncheck Pass Windows Keys to Remote Computer.
3. Click OK.
4. Press the Print Screen key on your keyboard.
5. Click Edit > Paste in your screen-capture software.

Can I copy and paste between my customer's PC and my PC?

Yes. While you are in a session, you can share the Windows clipboard with your customer where you can select and copy text.

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.)

If the keyboard shortcuts function is on:

1. From your Viewer window or HelpAlert Options menu, select Tools > Preferences > Viewer tab.
2. Uncheck Enable Menu Shortcuts.
3. Click OK.

Note: Disabling keyboard shortcuts also disables the F9, F10, F11 and F12 functions. To activate these features, return to the Viewer window’s Tools menu and select them individually as needed.

If the Windows keys function is on:

1. From your Viewer window or HelpAlert Options menu, select Tools > Preferences > Viewer tab.
2. Uncheck Pass Windows Keys to Remote Computer.
3. Click OK.

How can I switch from Customer Screen Sharing  to Share My Screen?

From the Chat window, click the Screen Sharing menu > Share My Screen.

What File Transfer Protocol is used in GoToAssist?

GoToAssist File Transfer 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.

What is the largest file size that I can transfer between my customer’s computer and my own?

The size of the file is not limited or restricted.

Is there a timeout when no activity occurs on either my computer or my customer’s computer?

There is no timeout. The session will continue until either side ends the session by closing the Chat window.

Is there a limit to the duration of a session?

No.

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

No.

What is the Comments field at the bottom of my Chat window?

The Comments field is used to leave pertinent session information for your manager via the Management Center. Additionally, it's used to view comments left by a support representative prior to transferring a session. This field is for the second representative to review upon accepting the session. Please contact your Citrix Online account manager for more information on the Session Transfer function.

When would I use the Arrange options in the Windows menu of my Chat window?

The Arrange option is pertinent only when you have more than 1 Chat session occurring simultaneously and need to apply the windows in a uniform manner. Please contact your Citrix Online account manager for more information on the Multi-Chat feature.

Why are the Share My Screen button and menu options grayed out?

The Share My Screen option allows you to share your screen with your customer. This is an add-on functionality. Please contact your Citrix Online Account Manager for more information on Local Screen Sharing.

Can I drag and drop files between computers?

Absolutely!

To drag and drop a file from your customer’s computer to your own:

1. From your customer’s desktop or Windows Explorer, drag and drop the file into the text entry area of the customer’s Chat window.
2. Accept the file, and browse to the location where the file is saved.

To drag a file from your computer to your customer’s computer:

1. Minimize your Viewer window.
2. From your desktop or your Windows Explorer, drag and drop the file into the text entry area of your Chat window.
3. Maximize your Viewer window to view your customer’s desktop.
4. Accept the file, and browse to the location where the file is saved, or invite your customer to accept and save the file.

Why do I get a "file may have been corrupted in transfer or the file on my customer’s computer appears much smaller" when I transfer a large file (e.g., 80MB) to the customer's computer?

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.

How do I resolve an "Internet Traffic Jam" or slow connectivity?

An "Internet Traffic Jam" is a timeout related to communication to and from Citrix Online servers. This can be caused by anything that connects you or your customer to Citrix Online servers, including the internal network or any server (including Citrix Online servers) the data travels through to get to our servers. Try to close programs that use up a lot of bandwidth (e.g., radio and Internet Chat sessions).

If I initiate a Reboot/Reconnect on my customer’s computer, and GoToAssist finds no Internet connection to restart the session, how long does it take 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 not to close his/her Chat window. This will terminate the session prematurely. The customer’s GoToAssist Chat box will automatically close when the shut down is requested and then re-launch upon reconnection.

How can I chat with or share the screen of more than 1 customer?

GoToAssist has a Multi-Chat feature. Please contact your Citrix Online account manager for more information on how to enable this feature.

How do I transfer my session to another support representative?

GoToAssist has the capability to transfer sessions from one representative to another representative or to a portal. Please contact your Citrix Online account manager for more information on how to enable this feature.

Why does my customer see "The page cannot be displayed" message when visiting the GoToAssist support page to initiate a screen-sharing session?

Your customer can try to close all browsers and re-open another browser. Or, your customer can check his or her Internet connection.

Why is my customer unable to start Screen Sharing?

The customer’s computer does not have JavaScript enabled. Instruct the customer to click the click here link on the Preparing to connect with your representative screen and then follow the instructions provided on that page.

Depending on your configuration, you may need to manually start Screen Sharing.

1. From your Chat box, select the Screen Sharing menu.
2. Choose Show Customer's Screen or Share My Screen.

Why does my customer get an "OS Not Supported message" when he or she begins a screen-sharing session?

The customer is using a non-supported operating system. Customers must either be using Windows XP or later, or Mac OS X 10.4 or later.

Why does my customer see a "No reps online" message when he or she goes to the support page to initiate a screen-sharing session?

Your customer may need try to refresh or close the browser and then re-open the browser.

Why does my customer see a "Representative not available" message when he or she has ended a screen-sharing session and wants to connect with me in another session?

The session may not have been ended properly. Try to close the browser window that says Session Over from the previous session, and reopen the browser.

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

Instruct you customer to do any of the following:

• Close streaming programs (e.g., radio and Internet chat sessions).
• Switch to a less graphic-intensive wallpaper and desktop theme.
• Close unnecessary programs or applications.

Is the plug-in safe?

Yes. Citrix Online performs regular virus checks and updates. The warning message the customer may see is a default message that is displayed by the browser when executable files are downloaded.

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 429kb to 544kb depending on your company’s GoToAssist 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 require a smaller download, which contains a new encryption key.

Can my customer temporarily end Screen Sharing and reconnect without reinitiating the entire session?

Yes. Your screen-sharing session can be temporarily paused by either you or your customer.

1. From your Chat window or your customer’s Chat window, click the Screen Sharing menu.
2. Click Stop Screen Sharing.

You must reinitiate the session from your Chat window when the customer is ready to share his or her screen.

1. From your Chat window, click the Screen Sharing menu.
2. Click Show Customer's Screen or Share My Screen.

| Views: 21845 | Last Updated: Wed, Nov 21 2012 2:55 PM

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