HELP FILE

GoToAssist Corporate and UAC

What is User Account Control (UAC)?

Microsoft has added an extra layer of security called the User Account Control (UAC). The UAC suspends all applications that are running as an application by the user who is logged in, and then requires the user to reply to a dialog box to either allow or cancel the action requested.

How the User Account Control (UAC) affects GoToAssist:

By default, the GoToAssist software runs as an application. When the UAC dialog box appears, all software that is running as an application is suspended. You are not able to reply to the UAC dialog box and cannot continue with the session until the customer selects Continue.

Once a UAC dialog box appears, you are only able to continue supporting the customer through view-only controls. The UAC does not allow remote software that is running as an application to share keyboard and mouse controls with the customer.

By running GoToAssist as a service, you have the ability to select Continue for the customer when the UAC dialog box appears, and you remain in a shared keyboard and mouse control state rather than view only.

What are common tasks that cause the User Account Control (UAC) dialog box to appear?

There are many tasks that can cause the UAC dialog box to appear. Typically the icons for those tasks include a shield icon .

Some of the most common tasks that cause the UAC dialog box to appear are:

  • Accessing the Device Manager
  • Accessing the Security Center
  • Accessing the Add Hardware tools
  • Running msconfig.exe