HELP FILE

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: To support customers that join standard support sessions from a Mac running macOS Catalina (10.15) or later, the representative must be running HelpAlert v11.9.11, b1379 or later.


  Windows
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
Operating System
  • Mac OS X 10.6 (Snow Leopard) or later

    • Note: You can only host support sessions from Windows computers; the HelpAlert application is not supported on a Mac.
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 Whitelisting and Firewall Configuration information.
Ports (outgoing) TCP-Port 8200 | HTTPS-Port 443 | HTTP-Port 80
Proxy Server Support
HTTP server or SOCKS server
Detection: 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 Whitelisting 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

    • Note: For customers joining standard support sessions from a Mac running macOS Catalina (10.15) or later, the representative must be running HelpAlert v11.9.11, b1379 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)

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

    • Note: For customers joining standard support sessions from a Mac running macOS Catalina (10.15) or later, the representative must be running HelpAlert v11.9.11, b1379 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 4.0.X (Ice Cream Sandwich) 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 4.0.X (Ice Cream Sandwich) or later(for more information about supported features, please view the table here).
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. Note: It is not recommended to install this app separately.
Internet Connection
3G or Wi-Fi