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A representative's portal settings can be enabled by their GoToAssist internal admin for session recordings to be saved locally on the representative's and/or customer's Windows computer. When this setting is enabled, the screen activity that occurs during their support session will be saved as a file on their computer, and can be played back using the GoToAssist Session Replay application.
Saving session recordings locally allows account holders to be alleviated of data privacy concerns where session recording data cannot be stored by 3rd parties or in the U.S. due to company policy restrictions. Additionally, accounts that need the flexibility of hosting support sessions whose session recording data exceeds our maximum file size of up to 200 MB and/or those who need to access recordings past the standard 90 day storage time frame, can also benefit from allowing this data to be stored locally.
If you are a company manager or the primary contact for your GoToAssist Corporate account and would like to enable local session recording, please contact Customer Care.
Note: Saving and playing back session recordings is not supported for Mac customers.
Session recordings will be saved at the end of the support session in a folder called "G2ACRecordings" within the "My Documents" or "Documents" folder of the Windows user profile (e.g., C:\Users\<username>\Documents\G2ACRecordings) on the local computer of the representative who hosted the support session and/or the customer that joined the session. The file extension (.g2a) is a proprietary session recording format that can only be played back using the GoToAssist Corporate Session Replay app.
Note: Instructions for navigating to "My Documents" or "Documents" may vary depending on the version of Windows you are using.
Once you have located your session recording, you must download the GoToAssist Session Replay app in order to playback the recording.
When you have downloaded the GoToAssist Corporate Session Replay app, you can use it to play back your locally stored recordings as follows:
- Locate and open the GoToAssist_Corporate_ReplayApp.exe.
- Once opened, go to File > Open Session File...
- Locate and select your desired recording from the G2ACRecordings folder.
- Click Open.
- The session recording will play back within the Session Viewer window.
- If desired, you can export your session recording to be saved in .wmv file format.