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 | |
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Operating System |
|
Web Browser |
|
Software | GoToAssist Corporate HelpAlert |
Processor | At least 1 GHz |
Mac | |
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Operating System |
Note: You can only host support sessions from Windows computers; the HelpAlert application is not supported on a Mac. |
Web Browser |
|
Software | GoToAssist Corporate HelpAlert |
Processor | At least 1 GHz on Intel Core Duo |
General System Requirements for Windows and Mac | |
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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) |
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 | |
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Operating System |
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.
|
Web Browser |
|
Software/Plugins |
|
HTML Chat sessions
To join an HTML Chat session as a customer, the following are required:
Windows, Mac, and Linux | |
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Operating System |
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.
|
Web Browser |
|
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 | |
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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 |
|
Internet Connection |
3G or Wi-Fi |