Joining a GoToAssist Support Session on a Mac without Java

If your customers don’t have Java enabled or installed, they can manually download the GoToAssist support software using a .DMG file to join a session, but you must be using GoToAssist build 799 or higher (see the GoToAssist & Mac OS X 10.7 (Lion) FAQs for information about upgrading).

To manually download GoToAssist

Once customers who are trying to join a support session reach the GoToAssist download page, it automatically detects whether or not they have Java. If Java is enabled and installed, the GoToAssist Customer application will automatically begin downloading. If Java is not installed and/or enabled, they see the following 2 options:

Need to install the Support Software?

Customers who do not have the support software already downloaded onto their Mac from a previous session will first need to download the software by following the steps below:

1. Customers can click the Download Support Software button.

2. When the download instructions appear on the Download the Support Software page, they can click the Download Support Software link (in Step 1) to initiate the download process.

3. If the “Opening g2a_customer_mac_uni.dmg” dialog appears (depending on the customer’s web browser and security settings), they can select the Save File option and click OK. The file will automatically begin downloading.

4. In the Downloads window, they can double-click the “g2a_customer_mac_uni.dmg” file to open it.

5. Once the file opens, they can drag the GoToAssist Customer icon into the Applications folder.

Note: If this window doesn’t immediately appear, customers can try clicking the Finder icon in their Dock to bring the window to the foreground.

6. They can then return to the Download Support Software page and click the Launch Support Software button (at the bottom of the page) to join the session.

For customers using Mozilla® Firefox®, a Launch Application dialog appears. They can choose “GoToAssist Customer,” select “Remember my choice for g2ac links” (optional) and click OK.

7. When the dialog prompts them to open “GoToAssist Customer”, they can click Open to join the support session. They’ll be automatically launched into the GoToAssist support session.

Already have the Support Software?

Customers who already have the support software downloaded onto their Macs do not need to download the support software again, and can launch GoToAssist as follows:

1. They can click the Launch Support Software link.

For customers using Mozilla^® Firefox^®, a Launch Application dialog appears. They can choose “GoToAssist Customer,” select “Remember my choice for g2ac links” (optional) and click OK.

2. When the dialog prompts them to open “GoToAssist Customer”, they can click Open to join the support session. They’ll be automatically launched into the GoToAssist support session.

| Views: 8714 | Last Updated: Wed, Nov 21 2012 2:55 PM

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