Remote Diagnostics
During standard sessions, you can use HelpAlert to retrieve specific configuration and diagnostic information about the customer's computer using Remote Diagnostics.
Note: All data shown in the Remote Diagnostics screen is read-only. No system changes can be made through the Remote Diagnostics screen.
Note: This feature is not available while in session with Mac customers.
- While in a standard support session, click the Diagnostics icon
in the Chat box or Viewer toolbars (or select in the menu). - When prompted, the customer can do the following:
- Click OK to allow GoToAssist to send the representative their system information.
- Click Cancel to deny the request for diagnostic information.
- Click View to review the information; then click either Send Information to authorize sending the information, Copy to Clipboard to keep a copy of the information for further analysis or Close to deny sending the information.
- If the customer allows the information request, then the Remote Diagnostics window will open on the representative's screen. They can use it to do the following:
- Click the categories in the left-navigation to view the various system information.
- Right-click an item and click Copy to clipboard to copy the selection as text.
- Click the Refresh button
to update the listed information. - Click the Copy button
to copy all information as text or XML. - Click the Save button
to save all information as text or XML.
Article last updated: 27 September, 2022
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