During your support session, you can share your device screen, allow remote control (Samsung devices only), use Chat to send and receive messages, and send diagnostic information about your mobile device.

Depending on your mobile device and Android OS version, availability of these features may vary, as outlined below.

If you have received an invitation containing a Session URL or Session Code (i.e., Connection Code) from a representative, you can join their support session in the following ways from your Android device:

Mobile app

1. Download the GoToAssist Corporate app from the Google Play Store on your Android device.
2. Once installed, tap on the GoToAssist Corporate icon to open the mobile app.
3. Enter your Connection Code.
4. Enter your name.
5. Tap Join Session.

Email invitation

1. Open the invitation email within your email application.
2. Tap the Session URL to be launched into the support session.
   Tip: It is recommended that you first download the GoToAssist Corporate app for Android from the Google Play store before trying to join the session.
   • If you do not have the GoToAssist Corporate app installed, the Google Play store will open to the GoToAssist Corporate app's page, where you can tap Install to download the app. After installation, you can tap the Session URL again, enter your name and tap Join Session.
   • If you already have the GoToAssist Corporate app installed, the app will open on your Android device with the Session Code already entered. You can enter your name and tap Join Session.

     

Session URL

1. Tap the Session URL, or copy the Session URL and paste it into the address bar of your mobile device browser then proceed to launch into the support session.
   Tip: It is recommended that you first download the GoToAssist Corporate app for Android from the Google Play store before trying to join the session.
   • If you do not have the GoToAssist Corporate app installed, the Google Play store will open to the GoToAssist Corporate app's page, where you can tap Install to download the app. After installation, you can tap the Session URL again, enter your name and tap Join Session.
   • If you already have the GoToAssist Corporate app installed, the app will open on your Android device with the Session Code already entered. You can enter your name and tap Join Session.

Once you have joined your support session, you will immediately see the Chat screen, and notice various features available to use. These features will vary depending on your mobile device and version of Android OS.

Screen Sharing and Remote Control

1. When you reach the Chat screen, you will receive an additional prompt to allow screen sharing and/or remote control depending on the device you are using, as follows:
   • Samsung users - Tap Yes to activate Samsung Enterprise License Management (ELM) install prompt, then tap Install when prompted to enable device screen access and remote control.
   • LG users - Tap Yes to activate the GoToAssist Corporate AddOn LG screen sharing app installation prompt, then tap Install when prompted to enable view-only screen access.
   • Non-Samsung and non-LG users - Tap Yes to allow view-only screen sharing.
   Restriction: The remote control feature is only available for Samsung devices (i.e., not supported for LG and all other devices).
2. A message within the Chat window will indicate that your screen is being shared.
3. To stop sharing your screen, tap the Pause Screen icon in the top navigation. To resume screen sharing, tap the Share Screen icon . Additionally, you will see instructional text in the Chat window indicating your screen sharing status and how to change it.

   

4. If remote control is supported on your device (Samsung only), the session will automatically begin with remote control enabled, as indicated by the Lock icon in the top navigation.
5. To disable the representative's ability to remotely control your device, tap the Lock icon once, which will change into the Unlocked icon , indicating that remote control is disabled. Additionally, you will see instructional text in the Chat window indicating your remote control status and how to change it.

   

Chat

The Chat window is a resource for all actions that occur during a support session, as well as messages sent to and from your representative. This feature remains available throughout the entire session, regardless if you are sharing your screen or not.

1. Tap the text input bar in the lower navigation of your support session.
2. Use your mobile device's keyboard to type a new message.
3. Tap the Send key or Send icon to deliver the message to your representative.

Send Remote Diagnostic Information

You can allow your representative to view diagnostic information about your mobile device during your support session. When prompted with the message, "Share Device Information?" tap Yes, which will display a Remote Diagnostic window to the representative containing system information about your mobile device.

Send Log files

Log files contain information that indicates all activity (e.g., pausing screen sharing, enabling remote control, etc.) that occurred within a GoToAssist Corporate session. If your representative requests log files, you must first end your support session, then do the following:

1. On the Home screen of the GoToAssist Corporate app, tap the Info icon in the top navigation.
2. In the lower navigation, tap Send Logfiles.

   

3. Tap to select your preferred email application.
4. A new email with logfiles attached will open. Add the representative's email address.
5. Tap Send or the Send icon (icons will vary based on the email application you are using).

1. To end your support session at any time, tap the Exit icon in the top navigation.
2. Tap Yes to confirm.

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