HELP FILE

1. Gotoassist Catalina Support
2. Go To Assist Catalina

1. MacOS versions starting from Mojave (10.14) and Catalina (10.15) have added security features that require additional permission (s) for using the full feature set of GoToAssist Remote Support v5. This poses a challenge to using Unattended Access on affected devices.
2. Installing the GoToMeeting desktop app onto your computer allows you to get the most out of your meeting. When you start or join a meeting from the desktop app, the GoToMeeting software download will begin automatically.

Starting a Remote Control Session

Use Remote Control to operate the customer's device. The customer will have to download and run a support application.

Note:. Note: Downloading the desktop app is available on paid plans only.Note: Most devices have built-in speakers, but you will get better audio quality while connected via VoIP if you use a headset.

1. To use the GoToAssist Remote Support v5Agent Console, log in at https://console.gotoassist.com to access the Agent Web Console, or launch the Agent Desktop Console and log in with your GoToAssist Remote Support v5 credentials.
2. Depending on which version of the Agent Console you use, in the Instant remote support window, click Start Web Session or Start Session.
   Note: Depending on Administration Center settings, the Agent Desktop Console may automatically start a new session upon launch.
   Tip: Cannot see the Instant remote support window? In the top-left corner of the console, open the Session Commands drop-down menu, and click Create new session tab.
   

   Result: A Support Key is generated and displayed in a new tab.

   Note: Once a Support Key is generated, it remains valid for starting a session for 60 minutes.
3. Make sure that on the Support Session tab, Request Remote Control when Customer arrives is checked.
   
   Note: Here you can also choose to check Request Admin Mode when switching to Remote Control to avoid having to manually elevate the session later. For information about Admin Mode, see Restarting the GoToAssist Remote Support v5 application as a System Service
4. Invite your customer to join the session by sending them the Support Key. To do so, follow the steps of any of the methods below.
   

   Link and messaging tool

   1. Click Copy to Clipboard next to the Support Key to copy the session link to your clipboard.
      
   2. Paste the link into your messaging tool, and send it to your customer.
   3. Ask the customer to open the message, and click the link to join the support session.

      A new browser tab is opened on the customer's device displaying the session chat panel.

   Support Site

   1. Ask your customer to open the indicated support site in their browser.
      Note: The support site to be used is indicated to you in the Support Key window.
   2. Ask them to enter the Support Key you tell them.

      A new browser tab is opened on the customer's computer displaying the session chat panel.

   Text Message (SMS)

   1. Click Send SMS.

      The Send SMS dialog box is displayed.

   2. Provide the customer's mobile phone number, and click Send SMS.

      A confirmation box is displayed showing the number to which the SMS has been sent.

   3. Click Done.
   4. Ask the customer to open the message, and click the link in the message to join the support session.

   Email

   1. Click Send Email.

      A new email message is opened in your default email application containing a session link.

      Tip: If a new message is not opened, check your default email application under your OS settings.
   2. Enter the customer's valid email address, and send the message.
   3. Ask the customer to open the message, and click the link to join the support session.

   Customer Attended App

   1. Ask the customer to click the system tray icon of the GoToAssist Remote Support Customer Attended App, and select Join a Session.
      
   2. Ask them to enter the support key you tell them.

      A new browser tab is opened on the customer's computer displaying the session chat panel.

5. Ask the customer to follow instructions displayed on their Chat Panel to grant remote control.
   Note: A guided agent flow is displayed to you in the Agent Console providing information about what the customer is experiencing on their end.
   1. Ask the customer to click DOWNLOAD APPLICATION.
   2. Ask the customer to run the downloaded support application.
   Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The GoToAssist Remote Support Android app guides affected users through the simple installation of the required add-on app.
   Tip: Cannot remote control the customer's Mac device?

   • For macOS 10.14 (Mojave), see How to enable remote control on macOS 10.14 (Mojave).
   • For macOS 10.15 (Catalina) and above, see How can I remote control a customer's mac running macOS Catalinaand How to Solve Unattended Access Issues for macOS Mojave (10.14), Catalina (10.15), and Big Sur (11.0).

   Result: The GoToAssist Remote Support application is launched on the customer's computer; Remote Control starts.

   Restriction: Remote Control for Android is officially supported on Samsung (with Knox), LG, Motorola, and supported versions of Huawei devices with dedicated add-ons. Version 2.1.0-217 (and above) of the GoToAssist Remote Support Android app offers Remote Control for additional brands.
6. To end the session, click End session in the top-right corner of the console.

• How to enable remote control on macOS 10.14 (Mojave)
  
• Managing Desktop Support Sessions
  
• Managing a Remote Control/Remote View Session on Mobile
  
• How to enable Screen Sharing (Broadcast) on an iOS Device
  

The safest place to get apps for your Mac is the App Store. Apple reviews each app in the App Store before it’s accepted and signs it to ensure that it hasn’t been tampered with or altered. If there’s ever a problem with an app, Apple can quickly remove it from the store.

If you download and install apps from the internet or directly from a developer, macOS continues to protect your Mac. When you install Mac apps, plug-ins, and installer packages from outside the App Store, macOS checks the Developer ID signature to verify that the software is from an identified developer and that it has not been altered. By default, macOS Catalina and later also requires software to be notarized, so you can be confident that the software you run on your Mac doesn't contain known malware. Before opening downloaded software for the first time, macOS requests your approval to make sure you aren’t misled into running software you didn’t expect.

Running software that hasn’t been signed and notarized may expose your computer and personal information to malware that can harm your Mac or compromise your privacy.

The warning messages displayed below are examples, and it's possible that you could see a similar message that isn't displayed here. Please use caution if you choose to install any software for which your Mac displays an alert.

View the app security settings on your Mac

By default, the security and privacy preferences of your Mac are set to allow apps from the App Store and identified developers. For additional security, you can chose to allow only apps from the App Store.

In System Preferences, click Security & Privacy, then click General. Click the lock and enter your password to make changes. Select App Store under the header “Allow apps downloaded from.”

Open a developer-signed or notarized app

If your Mac is set to allow apps from the App Store and identified developers, the first time that you launch a new app, your Mac asks if you’re sure you want to open it.

An app that has been notarized by Apple indicates that Apple checked it for malicious software and none was detected.

If you see a warning message and can’t install an app

If you have set your Mac to allow apps only from the App Store and you try to install an app from elsewhere, your Mac will say that the app can't be opened because it was not downloaded from the App Store.*

If your Mac is set to allow apps from the App Store and identified developers, and you try to install an app that isn’t signed by an identified developer and—in macOS Catalina and later—notarized by Apple, you also see a warning that the app cannot be opened.

If you see this warning, it means that the app was not notarized, and Apple could not scan the app for known malicious software.

You may want to look for an updated version of the app in the App Store or look for an alternative app.

If macOS detects a malicious app

If macOS detects that software has malicious content or its authorization has been revoked for any reason, your Mac will notify you that the app will damage your computer. You should move this app to the Trash and check 'Report malware to Apple to protect other users.'

If you want to open an app that hasn’t been notarized or is from an unidentified developer

Running software that hasn’t been signed and notarized may expose your computer and personal information to malware that can harm your Mac or compromise your privacy. If you’re certain that an app you want to install is from a trustworthy source and hasn’t been tampered with, you can temporarily override your Mac security settings to open it.

If you still want to open an app for which the developer cannot be verified, open System Preferences.*

Go to Security & Privacy. Click the Open Anyway button in the General pane to confirm your intent to open or install the app.

The warning prompt reappears, and if you're absolutely sure you want to open the app anyway, you can click Open.

The app is now saved as an exception to your security settings, and you can open it in the future by double-clicking it, just as you can any authorized app.

Privacy protections

macOS has been designed to keep users and their data safe while respecting their privacy.

Gatekeeper performs online checks to verify if an app contains known malware and whether the developer’s signing certificate is revoked. We have never combined data from these checks with information about Apple users or their devices. We do not use data from these checks to learn what individual users are launching or running on their devices.

Gotoassist Catalina Support

Notarization checks if the app contains known malware using an encrypted connection that is resilient to server failures.

These security checks have never included the user’s Apple ID or the identity of their device. To further protect privacy, we have stopped logging IP addresses associated with Developer ID certificate checks, and we will ensure that any collected IP addresses are removed from logs.

In addition, over the the next year we will introduce several changes to our security checks:

• A new encrypted protocol for Developer ID certificate revocation checks
• Strong protections against server failure
• A new preference for users to opt out of these security protections

Go To Assist Catalina

* If you're prompted to open the app in Finder and you're sure you want to open it despite the warning, you can control-click the app, choose Open from the menu, and then click Open in the dialog that appears. Enter your admin name and password to open the app.