HELP FILE

Firewall Configuration Changes for GoToAssist Remote Support v4

If you are an admin whose firewall is configured to allowlist by IP addresses, you must allow additional IP addresses on or after April 30, 2021 in order to ensure uninterrupted service for GoToAssist Remote Support v4.

What is changing?

The GoToAssist Remote Support v4 service will require the allowlisting of eight (8) new IP addresses on or after April 30th, 2021.

Who does this affect?

Admins who configure their firewalls to allowlist by IP addresses only.

What actions do I need to take?

If you have already configured your firewall to allowlist all thirty (30) IP range blocks in our Optimal Firewall Configuration article, then you must also allowlist the following eight (8) additional IP addresses on or after April 30, 2021 to ensure uninterrupted service:

  • 52.23.109.85
  • 34.194.20.78
  • 54.224.37.110
  • 52.205.68.9
  • 3.221.98.226
  • 54.157.60.139
  • 3.218.246.74
  • 52.55.102.23

When do I need to take action?

It is recommended that you allow the eight (8) new IP addresses (listed above) as soon as possible. However, these actions must be taken on or after April 30, 2021 to continue using the GoToAssist Remote Support v4 service.

What happens if I don't take action?

If you do not configure your firewall to allow these new IP addresses by April 30, 2021, the GoToAssist Remote Support v4 service will no longer work. This means that agents will not be able to sign in, host support sessions, or access unattended computers.

What if I allowlist by domains instead of IP addresses?

If your security solution is configured to allowlist by domains, you will remain unaffected by these changes and your GoToAssist Remote Support v4 service will continue without interruption.

Do these changes affect me if I only use GoToAssist Remote Support v5?

No, these changes only affect the GoToAssist Remote Support v4 service.

How do I know which product version I'm using?

Users can locate the product version number they are currently using in their account details – click the user account drop-down menu in the upper-right corner of the agent console at https://up.gotoassist.com (v4) or https://console.gotoassist.com (v5) and the "Current Version" is displayed. Learn more about the GoToAssist version differences.