Goto Assist Catalina

17-08-2021
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After macOS latest update if you are not able to take control please check my video and do share and subscribe guys. Using GoToAssist On A Mac Running Mojave, Catalina or Big Sur. Note: The following instructions were sent to us by one of our fabulous customers. When installing GoToAssist on a Mac running OS 10.14, 10.15 or 11, you will need to make changes in System Preferences before your Mac will allow Open Dental Support to remotely access it. This is done to.

HELP FILE

How can I remote control a customer's mac running macOS Catalina and Big Sur

MacOS Catalina (10.15) introduced added security features that require additional permissions for using the full feature set of GoToAssist Remote Support v5. In order to be able to remote control your customer's Mac running macOS Catalina (10.15) or above, instruct them to perform the following steps.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.

Gotoassist Catalina Update

Note: You can chat with your customer before they grant additional permissions.
  1. In the top left corner of the desktop, click the Apple icon.
  2. Select System Preferences.
  3. Click Security & Privacy.
  4. Click the Privacy tab.
  5. Click Unlock, and enter your credentials.
  6. Make the following changes:
    1. In the left side bar, click Accessibility, and make sure the GoToAssistRemoteSupport box is checked:
    2. In the left side bar, click Screen Recording, and make sure the GoToAssistRemoteSupport box is checked:
      Note: Currently, macOS Big Sur (11.0, 11.1, 11.2) only allows users with admin privileges to enable Screen Recording.
    3. Note: You may not see all of the boxes listed. If you see none of the boxes listed, please end the session and try connecting again.
      End-users on Catalina 10.15.2 need to also perform the following additional setting:System Preferences > Security & Privacy > Privacy > Full Disk Access > GoToAssistRemoteSupport
    4. Click the Lock icon to prevent any further changes. Your settings are saved automatically.

HELP FILE

Download and Install GoToAssist Expert Desktop App (Windows)

When you download the GoToAssist Expert desktop application (so that you can host support sessions), an installation package (including the GoTo Opener application) will be downloaded onto your computer. By running this installation package and leaving the applications installed, you will be able to quickly and easily start sessions and re-install the application, if needed.

Catalina

Note: These instructions apply to Windows agents only. For instructions that apply to Mac agents, see Download and Install GoToAssist Expert Desktop App (Mac) for more information. Additionally, you can view the System Requirements for Agents.

Download the GoToAssist Expert Desktop Application

Note: Agents will be prompted to log in with their account credentials once the application has installed. For detailed installation instructions, please see below.

About the installation package

The installation package includes the following components:

  • GoToAssist Expert desktop application
    This is the main software that you use to host support sessions and connect to your devices (i.e., unattended support computers).

  • GoTo Opener application
    This 'helper' application downloads as the GoToAssist Opener.exe, then installs as the GoTo Opener. This application is required to install and launch the GoToAssist Expert desktop application. It must be installed on your computer, even if the GoToAssist Expert application is already installed.

    Note: If you remove the GoTo Opener application at a later time, you'll need to go through the entire download process each time you start a support session from the web app. We don’t recommend that you do this if you frequently start sessions from the web.

Install instantly

  1. Go to www.fastsupport.com/download/repDownload.
  2. The download will begin automatically.
    • If the GoTo Opener application is not installed (either first time using or it was removed), then the GoToAssist Opener.exe file will automatically start downloading.
    • If the GoTo Opener application is already installed, then some or all of the following steps will be skipped. The web browser will automatically start the GoToAssist Opener app, which will then launch the GoToAssist Expert desktop application (or install it again, if needed).
  3. Continue to instructions for each web browser, then on to Step #4 to complete the download and installation steps.

Install via the Web App

You must log in to your account first to install the GoToAssist Expert desktop application.

Gotoassist Remote Support Catalina

  1. Log in at http://up.gotoassist.com.
  2. On your Dashboard, click Start session.
    • If the GoTo Opener application is not installed (either first time using or it was removed), then the GoToAssist Opener.exe file will automatically start downloading.
    • If the GoTo Opener application is already installed, then some or all of the following steps will be skipped. The web browser will automatically launch the GoToAssist Opener.exe file, which will then launch the GoToAssist Expert desktop application (or install it again, if needed).
  3. Continue to instructions for each web browser, then on to Step #4 to complete the download and installation steps.

Instructions for each web browser

Once you have downloaded the GoToAssist Opener.exe, you can complete the installation steps for the browser you are using, as follows:

Mozilla Firefox®

  • When the download finishes, click Open link when prompted by the 'Launch Application' dialog (click Start Session again if you need to restart the download) and the GoTo Opener app will install.

Google Chrome™

  • When the download finishes, click Open GoTo Opener (if desired, check the 'Always...' box to open these file types automatically in the future) link in the bottom-left of the page to open the file, then click Run when prompted and the GoTo Opener app will install.

Internet Explorer®

  • When the download finishes, click Run if prompted and the GoTo Opener will install.

Microsoft Edge®

Gotoassist Catalina Download

  • Click Save when prompted, then when the download finishes, click Run and the GoTo Opener will install. If needed, click Start Session in the browser window to restart the download.
  1. If prompted by User Account Control, click Yes. The GoToAssist Expert desktop application will be automatically launched, and the agent can start hosting support sessions with customers.

    Note: If customers remove the GoTo Opener application at a later time, they'll need to go through the entire download process again. We don’t recommend that customers do this if they frequently join support sessions, as they will lose the benefit of faster join times.

Gotoassist Expert Catalina

  1. If prompted, log in to the GoToAssist Expert desktop application.

Gotoassist Catalina Support

  1. The GoToAssist Expert desktop application will launch the Viewer window with a new support session (if enabled by your account admin), otherwise a blank window is displayed. See Use the GoToAssist Expert Desktop App (Windows) for next steps.