HELP FILE

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.
    Article last updated: 3 October, 2022