HelpAlert and Customer Applications System Requirements

Below are the GoToAssist Corporate system requirements for hosting screen sharing sessions, or joining support sessions using web chat or via the Android customer app.

Note: If your system does not fulfill the requirements described below or if graphics drivers are not up to date, you may experience functional limitations with the GoToAssist Corporate HelpAlert application. Additionally, all features described below must be enabled within the representative's portal settings in order to be used during a support session.

Hosting standard (screen sharing) sessions

To host a support session as the representative or to join a session as the customer, the requirements listed below must be met.

Note:

Representatives must be running HelpAlert v11.9.11, b1379 or later to support customers joining from macOS Catalina (10.15).
Representatives must be running HelpAlert v11.9.14, b1393 or later to support customers joining from macOS Big Sur (11.0).

Windows - For Hosting and Joining Support Sessions
Operating System	Windows XP Service Pack 3 (with .NET Framework v2.0 or later), Vista, 7, 8, 10 Windows Server 2003 Service Pack 2, 2008, 2008 R2 or 2012 (both 32-bit and 64-bit Windows versions supported)
Web Browser	Mozilla Firefox 20.0 or later Internet Explorer 8.0 or later Microsoft Edge 20.0 or later Apple Safari 6.0 or later Google Chrome™ 20.0 or later
Software	GoToAssist Corporate HelpAlert
Processor	At least 1 GHz

Mac - For Joining Support Sessions as a Customer only
Operating System	Note: You can only host support sessions from Windows computers; the HelpAlert application is not supported on a Mac. Mac OS X 10.6 (Snow Leopard) or later Note: Representatives must be running HelpAlert v11.9.11, b1379 or later to support customers joining from macOS Catalina (10.15). Representatives must be running HelpAlert v11.9.14, b1393 or later to support customers joining from macOS Big Sur (11.0).
Web Browser	Mozilla Firefox 20.0 or later Apple Safari 6.0 or later Google Chrome™ 20.0 or later
Software	GoToAssist Corporate HelpAlert
Processor	At least 1 GHz on Intel Core Duo

General System Requirements for Windows and Mac
Memory	At least 1 GB RAM
Video Card	At least 128 MB RAM
Internet Connection	Stable Internet connection (at least 64 kbps) with cable modem ISDN, DSL or better
Server Information
In order to establish a connection, the GoToAssist Corporate system needs to be accessible by fulfilling the following requirements:
Server	Please see our Allowlisting and Firewall Configuration information.
Ports (outgoing)	TCP-Port 8200 \| HTTPS-Port 443 \| HTTP-Port 80
Proxy Server Support	HTTP server or SOCKS serverDetection: system settings
Proxy Servers with Authentication	Automatic Windows-Authentication (Kerberos, NTLM)Access data entered by the user (Digest, Basic)

Joining chat sessions

To join a FastChat™, Web Chat, or HTML Chat session as a customer, the following are required:

General System Requirements for Windows, Mac, and Linux
Processor	At least 1 GHz
Memory	At least 1 GB RAM
Video Card	At least 128 MB RAM
Internet Connection	Stable Internet connection (at least 64 kbps) with ISDN, DSL or better
Server Information
In order to establish a connection, the GoToAssist Corporate system needs to be accessible by fulfilling the following requirements:
Server	Please see our Allowlisting and Firewall Configuration information.
Ports (outgoing)	Outbound TCP 443 Outbound TCP 80 UDP 8200 For more information, please see "Ports" listed here.

FastChat™ and Web Chat Sessions

To join a FastChat™ or Web Chat session as a customer, the following are required:

Windows, Mac, and Linux
Operating System	Windows XP Service Pack 3, Vista, 7, 8, 10 Windows Server 2003 Service Pack 2 or later Mac OS X 10.6 (Snow Leopard) or later Linux variants (e.g., OpenSUSE, RHEL, Ubuntu)(both 32-bit and 64-bit Windows versions supported)
Web Browser	Internet Explorer 8.0 or later Microsoft Edge 20.0 or later Mozilla Firefox 20.0 or later Apple Safari 6.0 or later Google Chrome 20 or later
Software/Plugins	Adobe Flash Player 11.0 or newer (download here) Note: Adobe has stopped support of Flash Player as of December 31, 2020 (details here). All FastChat sessions will now be HTML Chat sessions going forward with no further action required.

HTML Chat sessions

To join an HTML Chat session as a customer, the following are required:

Windows, Mac, and Linux
Operating System	Windows XP Service Pack 3, Vista, 7, 8, 10 Windows Server 2003 Service Pack 2 or later Mac OS X 10.5 (Leopard) or later Linux variants (e.g., OpenSUSE, RHEL, etc.)(both 32-bit and 64-bit Windows versions supported)
Web Browser	Internet Explorer 10.0 or later Microsoft Edge® 20.0 or later Mozilla Firefox 20.0 or later Apple Safari 6.0 or later Google Chrome 20 or later
Mobile Devices
Android devices	Android OS 7 (Nougat) or later
iOS devices	iOS 7 or later
Windows Phone	Windows Phone 8 OS with Internet Explorer 10 or later

Joining Sessions via Android

Note: Screen sharing and/or remote control must be enabled within the representative's portal settings in order for these features to be used during a support session.

To join a support session as a customer from your Android device, the following are required:

Android
Device	Android device (all manufacturers)
Operating System	Android OS 7 (Nougat) or later – learn more about supported features
Mobile Apps	GoToAssist Corporate app for all device manufacturers – learn more. Android GoToAssist Corporate AddOn LG for LG devices only, this add-on app installs automatically when screen sharing is used in the GoToAssist Corporate app. Important: It is not recommended to install this app separately.
Internet Connection	3G (or better) or Wi-Fi

Article last updated: 27 September, 2022