Restarting the GoTo Resolve application as a System Service
Use the ADMIN MODE button to restart GoTo Resolve on the end user's machine as a Windows System Service or a Mac daemon. In admin mode, you can set up unattended access or log in as another user.
Tip: Admin mode is not the same as being an administrator. However, in admin mode you can log in as a different user. For example, as an administrator.
You need to be in admin mode to perform the following actions:
- Set up access for a new device when the user is not present.
- Change to another user on the end user device. For example, log in as an administrator
Tip: If the end user's device is running Windows, you can send the end user's device a Ctrl-Alt-Del command. See Open the Task Manager on an End user's Device (Windows only).
- Change system settings. For example, firewall or User Account Control settings
- Install or uninstall programs in system-level directories
- Install, delete or partition drives
- Add or delete users
- Add new computers to Windows domain
- Force quit system programs
During an active Remote Control session, on the session toolbar of the Console, click ADMIN MODE.
Tip: If the ADMIN MODE button is disabled, you are already in admin mode.
Note: If the agent wants to use Azure AD credentials, they have to specify the admin user name in azuread\username@domain.com format.
Results: Depending on the end user's operating system, the GoTo Resolve application restarts either as:
- Windows - A Windows System Service
- Mac - A daemon
Important: End users on Windows computers need to give User Account Control (UAC) permission for the GoTo Resolve application to restart as a Windows System Service. While the UAC prompt is displayed to the end user, remote control access is suspended in the Console, so the agent cannot see any action the end user is taking. It may happen that the agent can only see a blank screen until the end user accepts the UAC prompt.
Important: If the end user does not have admin permissions, a modal is shown to the agent, where they can enter the admin credentials on their end.
Note: If you want to avoid having to manually switch to Admin Mode during a session, you can optionally set Remote Control sessions to start in Admin Mode by default. When you create a new session, make sure that on the Support Session tab Request admin mode when switching to remote control is checked. In this scenario, the end user has to enter the admin credentials whenever a remote support session is started.
Open the Task Manager on an End user's Device (Windows only)
Use the CTRL+ALT+DEL button during a remote control session to log in to the end user's computer with different credentials or to access the Task Manager.
You must be in admin mode to use the CTRL+ALT+DEL button.
- During an active Remote Control session, on the session toolbar of the Console, click ADMIN MODE.
Tip: If the ADMIN MODE button is disabled, you are already in admin mode.
- On the session toolbar click CTRL+ALT+DEL.
Results: The Task Manager window opens on the end user's device.
Article last updated: 3 October, 2022
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