Mobile feature comparison
The features that are available from your mobile device will depend on your device manufacturer, mobile operating system and version, and whether you are an agent (hosting a support session) or a customer (attending a support session). Use the chart below to see what features are available on each mobile device.
GoToAssist (Remote Support) APK and App for Agents
Joining from a Windows computer
| Session Features | Hosting from an iOS device | Hosting from an Android device |
|---|---|---|
| View customer's screen |  |
|
| Use remote control*** | |
|
| Chat with customer | |
|
| Transfer files*** |  |
|
| Retrieve remote diagnostics | |
|
| Record screen sharing*** | |
|
| Use drawing tools | |
|
| Send Ctrl+Alt+Del | |
|
| Reboot | |
|
| Reboot in Safe Mode | |
|
| Upgrade to run as a service | |
|
| Set up unattended support*** | |
|
| Invite other agents to join (session collaboration) | |
|
| Create session notes | |
|
| Change Settings | |
|
Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.
Joining from a Mac
| Session Features | Hosting from an iOS device | Hosting from an Android device |
|---|---|---|
| View customer's screen | |
|
| Use remote control*** | |
|
| Chat with customer | |
|
| Retrieve remote diagnostics | |
|
| Record screen sharing*** | |
|
| Use drawing tools | |
|
| Send Ctrl+Alt+Del (Windows only) | N/A | |
| Reboot (Windows only) | N/A | |
| Reboot in Safe Mode (Windows only) | N/A | |
| Upgrade to run as a service (Windows only) | N/A | |
| Set up unattended support*** | |
|
| Invite other agents to join (session collaboration) | |
|
| Create session notes | |
|
| Change Settings | |
|
Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.
GoToAssist (Customer) APK and App for Customers
- GoToAssist (Customer) APK for Android – Supported on devices running Android OS 4.4 (Kit Kat) or later
Attention: The GoToAssist Remote Support v4 Mobile App is not compatible with Android 14. The mobile app works on Android 13 or older OS systems.
Joining from an iOS device
Joining from a Samsung device
| Session Features | Joining using the Android (Customer) APK |
|---|---|
| Share your screen | |
| Allow remote control*** | |
| Share your camera | |
| Chat | |
| Transfer files*** | |
| Remote diagnostics | |
| Allow recorded screen sharing*** | |
| Use drawing tools | |
| View app info | |
| Send log files | |
Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.
Joining from an LG device
| Session Features | Joining using the Android (Customer) APK |
|---|---|
| Share your screen (with Screensharing plugin for LG) | |
| Allow remote control*** | * |
| Share your camera | |
| Chat | |
| Transfer files*** | |
| Remote diagnostics | |
| Allow recorded screen sharing*** | |
| Use drawing tools | |
| View app info | |
| Send log files | |
Note: * Remote control is not supported on LG Nexus 5 devices. Customers joining from this specific device will have view-only screen sharing.
Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.
Note: If you are joining a support session from a Samsung device using a new installation of the GoToAssist (Customer) v4 APK for Android (installed on or after January 30, 2021), remote control is not supported. In order for the agent to use remote control, you must join the support session using the GoToAssist Support - Customer v5 app for Android. Learn more.
Joining from a non-Samsung or non-LG device
| Session Features | Joining using the Android (Customer) APK |
|---|---|
| Share your screen |
*Only supported on Android OS 5.0.X (Lollipop) or later |
| Allow remote control*** | |
| Share your camera | |
| Chat | |
| Transfer files*** | |
| Remote diagnostics | |
| Allow recorded screen sharing*** | |
| Use drawing tools | |
| View app info | |
| Send log files | |
Article last updated: 24 October, 2024