You can try a few different things:

• Confirm your login is in email format.
• Confirm your login and password are in lowercase (i.e., Caps Lock is not on).
• Request a password reset from your manager.

Depending on your account settings, there may be a limit to how many representatives can be simultaneously logged in to HelpAlert. Once that limit is reached, any additional representatives trying to log in will receive this prompt. Note that if you do end the other representative's session, they will not be kicked out of any active support sessions once you are logged in. You will be unable to receive queries/postings or initiate sessions until the original representative has ended their session

Your account is not in an active state, but can be reactivated at any time. Please contact support by scrolling to the bottom of this article and selecting an available contact option for further assistance.

You can try doing the following:

• Check your Internet connection.
• Ask your manager to check for firewall changes.
• Ask your manager to check for proper IP configuration.
• Visit the GoToAssist Service Status page to check for system availability.

All GoToAssist software connections are outbound, requiring TCP connections to ports 80, 443 or 8200.

Please see HelpAlert and Customer Applications System Requirements for more information. If the customer's browser is not Java-enabled, the customer will be prompted to manually download the screen-sharing file.

1. From the List View window, select Options >Preferences > Alerts tab.
2. Under Pop-up Alerts, change Incoming queries will show a pop-up alert for: time to your preference (maximum: 120 seconds).

1. From the List View window, select Options > Preferences > Alerts tab.
2. Under Pop-up Alerts > When in session, check Play sound and Show Alerts.

From the Viewer window's Draw menu, select Erase all drawings. See Annotation Tools for more information.

1. From your Viewer window or HelpAlert Options menu, select Tools >Preferences > Viewer tab.
2. Uncheck Pass Windows Keys to Remote Computer.
3. Click OK.
4. Press the Print Screen key on your keyboard.
5. Click Edit > Paste in your screen-capture software.

Yes. While you are in a session, you can share the Windows clipboard with your customer where you can select and copy text.

If the keyboard shortcuts function is on:

1. From your Viewer window or HelpAlert Options menu, select Tools > Preferences > Viewer tab.
2. Uncheck Enable Menu Shortcuts.
3. Click OK.

If the Windows keys function is on:

1. From your Viewer window or HelpAlert Options menu, select Tools > Preferences > Viewer tab.
2. Uncheck Pass Windows Keys to Remote Computer.
3. Click OK.

From the Chat window, click the Screen Sharing menu > Share My Screen.

GoToAssist File Transfer does not use the traditional File Transfer Protocol (FTP), but instead relies on the same secure, firewall friendly technology that powers Screen Sharing. Flow control ensures that File Transfer and Screen Sharing can take place simultaneously.

The size of the file is not limited or restricted.

There is no timeout. The session will continue until either side ends the session by closing the Chat window.

No.

No, but there is a limitation (set by your admin) for the number of sessions you can run simultaneously.

The Comments field is used to leave pertinent session information for your manager via the Management Center. Additionally, it's used to view comments left by a support representative prior to transferring a session. This field is for the second representative to review upon accepting the session.

The Arrange option is pertinent only when you have more than 1 Chat session occurring simultaneously and need to apply the windows in a uniform manner.

The Share My Screen option allows you to share your screen with your customer. This is an add-on functionality.

Absolutely!

To drag and drop a file from your customer's computer to your own:

1. From your customer's desktop or Windows Explorer, drag and drop the file into the text entry area of the customer's Chat window.
2. Accept the file, and browse to the location where the file is saved.

To drag a file from your computer to your customer's computer:

1. Minimize your Viewer window.
2. From your desktop or your Windows Explorer, drag and drop the file into the text entry area of your Chat window.
3. Maximize your Viewer window to view your customer's desktop.
4. Accept the file, and browse to the location where the file is saved, or invite your customer to accept and save the file.

There is a problem sending the file to the destination (e.g., insufficient disk space). Make sure there is enough disk space on the customer's computer, and resend the file. If there is not enough space on the customer's computer, zip the file before resending it.

An "Internet Traffic Jam" is a timeout related to communication to and from GoTo servers. This can be caused by anything that connects you or your customer to GoTo servers, including the internal network or any server (including GoTo servers) the data travels through to get to our servers. Try to close programs that use up a lot of bandwidth (e.g., radio and Internet Chat sessions).

Your session will automatically terminate after 10 minutes if unable to reconnect with your customer's computer. Also remember to tell your customer not to close his/her Chat window. This will terminate the session prematurely. The customer's GoToAssist Chat box will automatically close when the shut down is requested and then re-launch upon reconnection.

GoToAssist has a Multi-Chat feature.

GoToAssist has the capability to transfer sessions from one representative to another representative or to a portal.

Your customer can try to close all browsers and re-open another browser. Or, your customer can check his or her Internet connection.

The customer's computer does not have JavaScript enabled. Instruct the customer to click the click here link on the Preparing to connect with your representative screen and then follow the instructions provided on that page.

Depending on your configuration, you may need to manually start Screen Sharing.

1. From your Chat box, select the Screen Sharing menu.
2. Choose Show Customer's Screen or Share My Screen.

The customer is using a non-supported operating system. For more information, please see the HelpAlert and Customer Applications System Requirements.

Your customer may need try to refresh or close the browser and then re-open the browser.

The session may not have been ended properly. Try to close the browser window that says Session Over from the previous session, and reopen the browser.

Instruct you customer to do any of the following:

• Close streaming programs (e.g., radio and Internet chat sessions).
• Switch to a less graphic-intensive wallpaper and desktop theme.
• Close unnecessary programs or applications.

Yes. GoTo performs regular virus checks and updates. The warning message the customer may see is a default message that is displayed by the browser when executable files are downloaded.

The file ranges in size from 429kb to 544kb depending on your company's GoToAssist configuration.

The downloaded file stays on the customer's computer; however, any subsequent sessions require a smaller download, which contains a new encryption key.

Yes. Your screen-sharing session can be temporarily paused by either you or your customer.

1. From your Chat window or your customer's Chat window, click the Screen Sharing menu.
2. Click Stop Screen Sharing.

You must re-initiate the session from your Chat window when the customer is ready to share his or her screen.

1. From your Chat window, click the Screen Sharing menu.
2. Click Show Customer's Screen or Share My Screen.

The GoToAssist Corporate product contains various security and administrative features that can be used to meet the intent of PCI DSS and PA DSS requirements. For more information please see our Security Whitepaper.