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To aid with software installation and upgrades, you can initiate a shutdown, restart and reconnection of the customer’s computer. Initiating the Reboot and Reconnect from the GoToAssist Chat box enables the customer to reconnect to you without having to post another query or download the GoToAssist software again. If GoToAssist is running as a service on your customer’s machine, you also have the option to Reboot and Reconnect into Safe Mode. This reboots your customer’s machine into Safe Mode with Networking and automatically reconnects you when the machine boots up.
Note: For the GoToAssist reboot to work properly, you must initiate the reboot/reconnect from the GoToAssist Chat box or Viewer Tools menu, and the customer must keep his/her Chat box open, as the system will close the customer’s Chat box for him/her. If Windows or a program installer prompts a restart for changes to take effect, you should choose not to restart from this dialog box, but instead use the reboot feature in the GoToAssist Chat box.
To reboot a customer’s computer and reconnect to the session
1. During the session, from the Viewer window System menu select Reboot and Reconnect or click the button.
2. Click OK to confirm the customer reboot/reconnect.
Depending on configuration, the customer may or may not receive a request to reboot/reconnect, which you will see in the Viewer window.
3. If presented with the authorization message, either you or the customer can click OK to authorize the reboot/reconnect and begin the reboot process.
Note: If Cancel is selected, you will receive a denial message, the reboot/reconnect does not occur and the incident is documented in the Chat boxes.
You receive a message confirming the customer’s computer is rebooting, and the session reconnects after the reboot.
4. Click OK. The Viewer window closes, and your Chat box remains open.
When the customer’s computer has rebooted and the customer’s Internet connection resumes, a message may or may not (depending on configuration) ask the customer if he/she wishes to reconnect to you.
5. The customer clicks Yes if presented with the authorization message.
You will receive a message informing you that the customer has reconnected to the session.
6. Click OK. The Viewer window opens on your desktop.
Note: If the customer’s Internet connection uses dial-up, the customer needs to initiate that process prior to the continuation of the GoToAssist session. Windows may prompt the customer to reconnect to the Internet, depending on the configuration of the customer’s connection settings. The session will time out if not reconnected within 10 minutes.
Note: In Phone Mode, you receive a dialog window which allows you to cancel the reconnection. Clicking Cancel or closing this dialog window cancels the reconnection into the session.