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.

By default, session recordings are 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.

Alternatively, a GoToAssist Corporate internal admin can configure a portal to prompt the representative and/or customer to choose a file path where they would prefer to store their local session recordings at the end of the session. This location will be remembered, but can be changed at session end.

Additionally, if the selected storage location is running low on disk space, the following will happen:

• A message is displayed in the Chat box to inform both the representative and customer about low disk space
• A warning prompt is displayed on the machine where the local recording is being saved. If more disk space is not freed up while in session, the support session will end to ensure the local recording is created.

If a reboot is initiated, the representative and/or customer will be prompted to save the session recording prior to reboot. When the session resumes after reboot, a new recording file is created, and the user will be prompted to save to their desired location at session end.

To enable this feature for your portal, please have your GoToAssist Corporate manager get in touch with our Customer Care team by selecting Contact Support on this article.

Once you have located your session recording, you must download the GoToAssist Session Replay app in order to playback the recording. The file extension (.g2a) is a proprietary session recording format that can only be played back using the GoToAssist Corporate Session Replay app.

When you have downloaded the GoToAssist Corporate Session Replay app, you can use it to play back your locally stored recordings as follows:

1. Locate and open the GoToAssist_Corporate_ReplayApp.exe.
2. Once opened, go to File > Open Session File...

   

3. Locate and select your desired recording from the G2ACRecordings folder.
4. Click Open.
5. The session recording will play back within the Session Viewer window.
6. If desired, you can export your session recording to be saved in .wmv file format.

   

Export a Session Recording

Replay a Session Recording

Session Review

Set Up a Session Replay Passphrase