LogMeIn support sites no longer support Microsoft's Internet Explorer (IE) browser. Please use a supported browser to ensure all features perform as they should (Chrome / FireFox / Edge).

The GoTo support site no longer supports Safari 15. Please upgrade your browser to Safari 16 (or newer) or switch to a supported browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge.

GoToAssist is now GoTo Resolve. Discover what our all-in-one IT solution can do for your business. Try free.

We are currently experiencing an unplanned outage for this product.
  • Support
  • Products

    Explore support by product

    GoTo Connect

    All-in-one phone, meeting and messaging software

    GoTo Meeting

    Video and audio meeting software

    GoTo Webinar

    All-in-one webinar and virtual events software

    GoTo Room

    Conference room hardware

    GoTo Training

    Online training software

    OpenVoice

    Audio conferencing software

    Grasshopper

    Lightweight virtual phone system

    join.me

    Video conferencing software

    LogMeIn Resolve

    IT management & support

    LogMeIn Resolve MDM

    Mobile device management

    LogMeIn Pro

    Remote device access

    LogMeIn Central

    Remote monitoring & management

    LogMeIn Rescue

    Remote IT support

    GoToMyPC

    Remote desktop access

    GoToAssist

    Remote support software

    Hamachi

    Hosted VPN service

    RemotelyAnywhere

    On-prem remote access solution
  • Service Status
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • Contact Support
  • Service Status
  • User Avatar User Avatar
    • Support
    • Contact Support
    • Browse Products
    • Service Status
    • Sign in
    • User Avatar
    • My Account
    • Personal Info
    • Sign In & Security
    • Billing Center
    • https://link.goto.com/myaccount-billing
    • My GoTo Connect
    • My Meetings
    • My Webinars
    • My Trainings
    • My Conferences
    • My Resolutions
    • My Mobile Devices
    • My Sessions
    • My Sessions
    • My Incidents
    • Sign out
  • Explore Features
  • Use In-Session Tools
product logo
Back button image Back
Back button image
product logo

Shared Screens

HelpAlert allows you to view your customer's screen in real time using the representative Viewer window.

View the customer's screen

Note: Depending on your account's configuration, screen sharing may begin as soon as a customer joins or is upgraded to a standard support session.
  1. Click the Share Customer's Screen icon in the Chat box toolbar, or select Screen Sharing > Share Customer's Screen in the menu.
  2. Depending on your account's configuration, the customer will be prompted to approve View-only Access or Full Access to Keyboard and Mouse during screen sharing.
  3. The customer can make their selection, then click OK to continue. If you are granted View-only Access and the customer decides to grant you keyboard and mouse control, they can click Screen Sharing > Full Keyboard & Mouse in their customer Chat box.
  4. The HelpAlert Viewer window will open and display the customer's screen. If recording is enabled on the representative's account, when the support session connects, both the representative and customer Chat box will display a recording icon.

Share your own screen

Note: This feature is not available while in session with Mac customers.
  1. Click the Share My Screen icon in the Chat box toolbar, or select Screen Sharing > Share My Screen in the menu.
  2. You will be prompted to approve screen sharing. Click OK to continue.
  3. The customer Viewer window will open on the customer's desktop and display your screen.
  4. Grant the customer view-only or remote-control access to your screen using the Chat box menu, as follows:
    • Select Screen Sharing > Allow Customer to View Only to allow them to view your screen but not move your mouse.
    • Select Screen Sharing > Give Customer Mouse and Keyboard to allow them to both view your screen and share control of your mouse and keyboard.

Stop, pause and re-start screen sharing

Use the icons in the Chat box toolbar to control screen sharing, as follows:

  • To stop sharing the customer's screen or your own screen, click the Stop icon or select Screen Sharing > Stop Screen Sharing from the menu.
  • To pause the sharing of your own screen, click the Pause icon or select Screen Sharing > Pause Screen Sharing from the menu.
  • To continue sharing your own screen while it is paused, click the Play icon or select Screen Sharing > Resume Screen Sharing from the menu.
    Note: Wait at least 10 seconds before re-starting screen sharing to avoid errors.

Related

Annotation Tools

File Transfer

Reboot and Reconnect

Remote Diagnostics

Run as a Service

Request Windows Login Credentials

Scripted Messages and URLs

Session Collaboration (Invite to Session)

Features Overview

Transfer Sessions

Article last updated: 27 September, 2022
You are viewing the latest version of this article.

Need help?

Contact icon Contact support
Video icon Watch videos
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • About Us
  • Terms of Service
  • Privacy Policy
  • Trademark
  • Do Not Sell or Share My Personal Info
  • Browse Products
  • Copyright © 2025 GoTo Group, Inc. All rights reserved

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC