1. During an attended support session, click Screen Sharing.
2. Select Stop Screen Sharing to stop viewing the customer's screen.

1. During an attended support session, click Screen Sharing.
2. Select the relevant option, as follows:
   • If screen sharing was stopped by you, click Start seeing [customer]'s screen to immediately re-start screen sharing.
   • If screen sharing was stopped by the customer, click Request to see [customer]'s screen. The customer will be prompted to approve screen sharing before you will be able to see their screen again.

   

Note: Agents cannot share their own screens when in session with Mac customers.

1. During an attended support session, click Screen Sharing > Share My Screen.
2. The customer will immediately be able to see your screen (including the GoToAssist Viewer) in the Customer Viewer. If desired, you can choose to allow the customer to control your mouse and keyboard by selecting Yes.

   Note: Allowing the customer keyboard and mouse control does not disallow your own control over your computer; your mouse movements will still have priority over theirs.

   

1. To stop sharing your screen with the customer, click Screen Sharing > Stop Screen Sharing.

Note: Screen blanking is only supported when connected to Windows 7 customer machines.

1. During a support session, click Screen Sharing > Blank Screen.
2. The monitor on the customer side will immediately blank out, which renders anyone at the customer side unable to see the what occurs on the monitor.

1. During and attended or unattended support session, click Screen Sharing in the Viewer toolbar.
2. Use the available settings, as follows:
   • Window - Returns the GoToAssist Viewer to a floating window from full-screen mode
   • Full Screen - Puts the GoToAssist Viewer into full-screen mode

You can easily change the size of the image of the customer's desktop within the Viewer window without changing the size of the Viewer.

1. During and attended or unattended support session, click Screen Sharing in the Viewer toolbar.
2. Use the available zoom settings, as follows:
   Note: If the customer's desktop image is larger than the Agent Viewer, then a portion of their screen will be hidden. To move about the customer's desktop, hover your mouse at the edge of the Agent Viewer to scroll.
   • Actual Size - Shows the customer's screen at the actual size seen on the customer's side

     

   • Scale To Fit - Scales customer's screen to fit within the Viewer's current size; if you change the size of the Viewer, the screen will change automatically
   • Zoom To [Percentage] - Zooms in on customer's screen at the specified zoom percentage

The Monitor Navigation window can be used when the customer's screen is zoomed in (i.e., a portion of the screen is hidden). It displays a thumbnail version of the customer's entire screen with a red box indicating the portion being currently displayed, allowing you to quickly and easily move to the desired part of the screen without using auto-scroll.

1. During an attended or unattended support session, press and hold the Ctrl + keys on your keyboard.
2. Still holding down the keys, click and hold your mouse on the image of the customer's screen in the Agent Viewer. The Monitor Navigation window displays a full-screen image of the customer's screen with a red box indicating the portion of the screen that is zoomed in.

   

1. Release the keyboard keys but continue holding down the mouse button to keep the Monitor Navigation window open. Move your mouse about the screen to quickly maneuver to other zoomed-in areas while keeping track of your position on the Monitor Navigation window.
2. To exit the Monitor Navigation window, simply release the mouse button.

If your customers have multiple monitors, Remote Support allows you to quickly can navigate between them a few different ways while in a session.

Use the following methods to navigate between monitors while screen sharing:

• Scroll to another monitor by hovering your mouse over the arrow buttons located on either side of the Agent Viewer.
• Quickly jump to another monitor by clicking the arrow buttons .

  Note: You can also hold down the Windows key on your keyboard and click the left or right arrow keys on the keyboard to quickly switch between monitors.

• If you and your customer both have two monitors, view both of their monitors at the same time by holding the Shift key on your desktop and then clicking the Expand button at the top-right of the Viewer.
• Use the Monitor Navigation window to move around and between monitors.