Find an Answer
GoToAssist App for iPad
With the free GoToAssist app for iPad, you can increase your mobility and bandwidth by providing essential support services to remote Internet-connected devices while you're on the go. The app is a streamlined version of GoToAssist Remote Support that provides unlimited attended sessions from your iPad. You can deliver instant technical support from anywhere at any time, even when you're not in the office.
Topics in this article:
Install the App
Note: Before installing, see the System Requirements here.
To install the GoToAssist app
1. Open the App Store app.
2. Search for "GoToAssist" and tap to open it.
3. Tap Free and then Install App.
4. Enter your iTunes account password if prompted.
Attended Support Sessions
To start Attended Support Sessions
1. Open the GoToAssist app.
2. On the Log In screen, enter your email address and password and tap Log In.
3. Tap the Tap to start a support session button.
4. A new Support Key appears on the Invite Customer screen. You can tap Email Support Info to send it to your customer through email, or give it to them in another way.
Note: You must have the Email app set up to automatically create an email.
5. Direct your customer to www.fastsupport.com and have them enter the Support Key. Alternatively, they can tap the Support URL in the invite email to be instantly launched into session.
6. Once your customer joins the support session, you will immediately see their screen. The Gesture Guide will also appear.
Note: You can disable the check box at the bottom of the Gesture Guide to prevent it from appearing at the start of every new session.
To end Attended Support Sessions
1. Tap or click the Back button on your Android device.
2. Tap End Session when prompted.
Unattended Support Sessions
To edit or connect to an Unattended Support Computer
1. From the Home screen, tap the Launcher icon
and open the GoToAssist app.
2. On the Log In screen, enter your email address and password and tap Log In.
3. Tap the Unattended Support Computers icon
in the toolbar.
4. On the Companies screen, tap the Company that the Unattended Support Computer is installed under.
5. Tap the Unattended Support Computer you want to connect to.
6. Tap Connect on the Computer Details menu.
7. Enter the Access Code for the Unattended Support Computer when prompted
To end Attended Support Sessions
1. Tap or click the Back button on your Android device.
2. Tap End Session when prompted.
Features and Tools
The following features and tools are available during attended and Unattended Support Sessions.
- Retrieve Diagnostic Reports – Gather diagnostic information about the customer's computer by tapping the Diagnostics icon
in the toolbar. Tap Email Reports to send a .TXT file by email.
- Send Ctrl-Alt-Del – Send the Ctrl-Alt-Del command to the customer's computer by tapping the Tools icon
in the toolbar.
- Reboot – Reboot the customer's computer without disconnecting the session by tapping the Tools icon
- Reboot in Safe Mode – Reboot the customer's computer in safe mode without disconnecting the session by tapping the Tools icon
- Upgrade to Run as a Service – Upgrade the GoToAssist Customer desktop application to run as a Windows service (rather than the “non-service” application) to access more features by tapping the Tools icon
- Set Up Unattended Support – Set up unattended access on a customer’s computer (Windows only) while in an attended support session by tapping the Tools icon
Note: The GoToAssist Customer desktop application must be running as a service to enable this feature.
- Transfer Session – Transfer sessions to other Remote Support technicians by tapping the Tools icon
Unattended Support Computers
Use the following tools from the Computer Details menu (Unattended Support Computers icon > Company > Unattended Support Computer):
- Connect – Tap the Connect button to start an Unattended Support Session.
- Wake On-LAN – If the Unattended Support Computer is sleeping, you can attempt to wake it by tapping Power On.
Note: See the additional requirements for using Wake On-LAN.
- Connect – Tap the Connect button to start an Unattended Support Session.
Modify Settings
To change the app settings
1. Tap the Settings icon in the toolbar.
2. On the Settings pop-up menu, you can access the following options:
- Email address – Tap Email Address to change the email address associated with the account.
- Uninstall customer – Tap to turn the switch on or off to decide whether or not the GoToAssist Customer desktop application is removed from the customer’s computer once the session ends.
- Performance Options – Tap the switches to turn the following on or off (Windows only)
- Display Effects
- Desktop Wallpaper
- Font Smoothing
- Show Dragging
- Lock on Disconnect – Tap to turn the switch on or off to decide whether or not the customer’s computer is locked once you end an Unattended Support session.
- Inactivity timeout – Tap Inactivity timeout to change the length of time a session must be inactive before it is disconnected.
- About GoToAssist – Tap to view more information about the GoToAssist app.
- Log Out – Tap to log out of your GoToAssist account.
| Views: 8080 | Last Updated: Mon, Apr 15 2013 12:01 PM
Related Resources
GoToAssist Remote Support Release Notes
Review the release notes for the latest updates to GoToAssist Remote Support.
About Us | Research Participation | Terms of Service | Privacy Policy | Join us on: Twitter | Facebook
© 2013 Citrix Online, LLC. All rights reserved. Citrix, GoToAssist, GoToMeeting, GoToMyPC, GoToTraining, GoToWebinar, Podio and Sharefile are trademarks of Citrix Systems, Inc., or a subsidiary thereof, and are or may be registered in the U.S. Patent and Trademark Office and other countries. All other trademarks are the property of their respective owners.