GoToAssist Tutorial

This article is intended for Technicians with GoToAssist access.

GoToAssist - Start Remote View

  1. After signing into GoToAssist, select Start Web Session
  2. Ask the customer to visit fastsupport.com and provide them with the Support Key
  3. Once the customer enters the session, select Start Remote View and prompt the customer to select the Share button 
    • If the customer receives this pop-up notification, “Google Chrome would like to record this computer's screen”
      1. Ask the customer to select Open System Preferences
      2. The customer will need to check-mark Google Chrome
      3. In order for the changes to take affect, Google Chrome will need to be restarted. Ask the customer to select Quit
      4. The current remote session will disconnect since the customer has closed Google Chrome - end the session. 
      5. Repeat steps 1-3
    • If the customer receives this pop-up windows, “Choose what to share”
      1. Ask the customer to select Entire Screen > Share

GoToAssist - Start Remote Control

Please make sure to follow the instructions in GoToAssist - Start Remote View before proceeding.

  1. Click anywhere on the screen to start remote control
  2. The customer will be prompted to download the GoToAssist application - ask the customer to select Download Application then to click on the download to extract the zip file
  3. The Downloads folder will automatically open and ask the customer to open the GoToAssist Remote Support Application. 
  4. The customer will be prompted to open System Preferences to give GoToAssist additional permissions - ask the customer to select Open System Preferences
  5. The customer will need to unlock the settings using the Admin credentials:
    • Username: Admin
    • Password: doitnow
  6. Ask the customer to check-mark all GoToAssist options. They can be found in Input Monitoring, Screen Recording, and Accessibility
    • The customer might be prompted to quit and reopen GoToAssist - ask the customer to select Quit and Reopen
  7. Once the customer check-marks GoToAssist in all areas, you will now be able to control their computer

Once complete, please make sure to end the session.

Article Last Updated 02/22/2023 by YC