System requirements for customers
As a customer, you can easily join support sessions hosted by an agent using GoToAssist Remote Support v4 from your desktop or mobile device get assistance - anytime, anywhere! Below are the system requirements to join a support session as a customer.
Note: These system requirements apply to GoToAssist"s Remote Support v4 only; see separate system requirements for using GoToAssist Remote Support v5. If you are an agent attempting to host a support session, see the System Requirements for Agents.
Note: Remote control via GoToAssist Remote Support v4 and v5 is not supported on Android TV devices.
Join from a Windows or Mac computer
You can easily join an attended GoToAssist Remote Support v4 session from your Windows or Mac computer, or allow an agent to connect to your machine in an unattended support session. To do so, you will need the following:
- Attended sessions - Invitation or Support Key (provided by the agent) to join an attended support session. Learn more.
- Unattended sessions - Unattended access installed (Windows or Mac unattended installer provided by the agent) to allow the agent to connect via unattended support sessions. Learn more.
Announcement: If you are setting up unattended support on a Mac, please be sure that
- the Mac user account name does not contain a space or the installation will fail. Learn more.
- agents using GoToAssist Remote Support v5 will only be able to access your device, if you are logged in to GoToAssist.
Note: GoToAssist Remote Support v4 sessions cannot be hosted or joined in a Citrix-based environment.
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Join a chat-only session from iOS
Customers cannot join a GoToAssist Remote Support v4 session using an iOS device.
Join a support session from Android
To join a GoToAssist Remote Support v4 session from your Android device, you will need the following:
- Invitation or Support Key (provided by the agent) to join a support session
- GoToAssist (Customer) APK for Android
Note: A touchpad display is required in order to use GoToAssist Remote Support v4 and v5 on an Android device (i.e., headless devices and/or Android TVs are not supported).
Note: If you are joining a support session from a Samsung device using a new installation of the GoToAssist (Customer) v4 app 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 Remote Support v5 Customer App for Android. Learn more.
Attention: Joining support sessions using the GoToAssist (Customer) APK for Android on Samsung 10 or newer mobile devices and/or any mobile device running Android OS 11 (Pie) or later is not supported. To join sessions from these device types and/or Android OS, customers must use the GoToAssist Remote Support v5 Customer App.
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| Features: | Features will vary depending on your mobile device manufacturer, version of Android OS and GoToAssist APK for Android you are using. For more information, see Mobile feature comparison. |
Article last updated: 24 October, 2024