Viewer Window - GoToAssist Corporate

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Viewer Window

When either the customer or representative is sharing their screen during a support session, the Viewer window displays the shared desktop. It allows the representative or customer to control the shared mouse and keyboard (if enabled), as well as access shortcuts for the various features via the menu and toolbar. Use the Viewer icon in the Chat box toolbar to open and close the Viewer window.

Note: Access to many features and tools is dependent upon your account's configuration, so not all features may be available to you. See Access Optional Features for more information.

Topics in this article:

Overview

Split multiple sessions into separate Viewer windows (representative Viewer only)

Re-size the Viewer window

Re-size the customer's screen within the Viewer window

Navigate the desktop image with auto-scroll

View multiple monitors

Overview

  • Shared mouse and keyboard control
    For most configurations, standard sessions launch the Viewer window and allow you to immediately begin sharing control of the customer's mouse and keyboard, just as if you were sitting at the customer's computer. Some configurations may prompt the customer to authorize the level of sharing that can occur (i.e., view-only or shared mouse and keyboard). While sharing your own screen, you can also allow the customer to have mouse and keyboard control.

  • Viewer toolbar
    The top-navigation of the Viewer window provides access to all session features available for your account.

  • Keyboard shortcuts
    Some of the Viewer tools can be mapped to function keys on your keyboard.

    • Chat – Change the focus to or away from the Chat box.
    • Draw – Toggle in and out of Draw mode.
    • Erase – Erase all drawings from the screen.

Note: For keyboard shortcuts to work they must first be enabled in Viewer Preferences. Enabling shortcuts also maps the keyboard arrow keys and number pad to the Viewer window for scrolling the desktop image.

Split multiple sessions into separate Viewer windows (representative Viewer only)

You can easily customize the way multiple sessions are displayed on your screen by splitting them into multiple windows. When detached, multiple Viewer windows can be positioned side-by-side, overlapped or even displayed on different monitors.

  • To split multiple sessions, click View in the top-navigation and select the desired option: 

    • View in a New Window – Split the selected section into its own Viewer window. Click and drag the windows to arrange them into your preferred layout.
    • Show All Viewers – Automatically re-size and rearrange all Viewer windows so that they are all visible on your desktop.
    • Overlap Viewers – Automatically re-size and rearrange all Viewer windows so that they display in an overlapped pattern.

Note: You can configure whether all incoming sessions automatically start in separate Viewers under Preferences > Viewer.

Re-size the Viewer window

Representatives and customers can choose to have the Viewer appear in full-screen or re-sizable window mode, just like any other desktop application.

  • To switch between display modes, click View in the top-navigation and select the desired option:

    • Full Screen – The window will expand to take up the entire screen, and the Viewer menu will be automatically hidden at the top of the screen. You can hover your mouse over the tab at the top of the page to display the hidden menu, or press Esc on your keyboard to return to window mode.
    • Normal – The window will appear as a re-sizable, floating window on your desktop.

Re-size the customer's screen within the Viewer window

Representatives and customers can change the size of the image of the shared screen within the Viewer independently of the Viewer window itself.

  • To switch between display modes, click View in the top-navigation and select the desired option:

    • Actual Size – This displays the image of the customer's screen at the size it actually appears on the customer's own monitor (you may need to scroll to navigate their desktop).
    • Scale to Fit – This scales the image of the customer's screen to fit the entire image within the Viewer window.
    • Zoom To – This zooms the image of the customer's screen to the selected percentage (you may need to scroll to navigate their desktop).

Navigate the desktop image with auto-scroll

If the image of the customer's desktop is larger than the Viewer window (e.g., zoomed in), you will need to use auto-scroll to navigate around the image.

  • To navigate a zoomed-in image, hover your mouse near the left or right of the screen to start scrolling the customer's desktop image within the Viewer. You can also use the arrow keys on your keyboard to auto-scroll.

View multiple monitors

When a screen with more than 1 computer monitor is being shared, a window displays the layout of the multiple monitors and provides tips on navigating between them. Click OK to close the window; you can re-open it at any time by clicking View > Position of Customer's Monitors from the Viewer menu.

When multiple monitors are present, Arrow icons appear at the edges of the Viewer window pointing at the adjacent monitor images.

  • To scroll between multiple monitors, hover over the desired Arrow icons.

  • To jump between multiple monitors, click the desired Arrow icon or press + arrow keys on your keyboard.

  • To display a mini-map layout of the multi-monitor setup, press Ctrl + on your keyboard and click the screen.

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