HELP FILE

GoToAssist Remote Support Version FAQs

Starting on July 8th, RescueAssist became GoToAssist Remote Support v5. Read the below FAQs to learn how this affects you.

What are the major differences in GoToAssist Remote Support v4 and GoToAssist Remote Support v5?

Both product versions allow you to provide live end-user remote support and unattended computer access. However, there are some distinctions between the two product versions:

GoToAssist Remote Support v4 is a desktop-only application; users launch the app to sign into the service. It maintains a variety of integrations with other systems that our customers have found useful. It offers an expert mobile app that allows agents to run sessions from a tablet or smartphone and a customer app to facilitate mobile support to end users on Android devices running Android 9 or earlier versions (v6).

GoToAssist v5 offers both a desktop application and web-based application letting users choose the application interface that best suits their needs and individual preference. Agents benefit from visual cues designed to guide the agent and end user through the connection process for a more seamless join flow. Compared to GoToAssist v4, GoToAssist v5 improves the MacOS Mojave + Catalina permission handling and compatibility with new Mac OS versions. It integrates with Slack so your IT Help Desk can engage with employees on a familiar channel. Because it’s a browser-based application, GoToAssist v5 allows users to run the service from a Chromebook as well as remotely view devices running the Chrome OS (for example, Chromebooks).

GoToAssist v5 includes a mobile upgrade to remotely support mobile users on Android and iOS devices and manage unattended Android devices for an additional fee. GoToAssist v5 adds functionality allowing agents to remotely view iOS devices and remotely view and control Android devices including Samsung, LG, Motorola and Huawei running Android 6 or above (including Android 10).

How do I know what product version I am using?

Users can locate the product version number they are currently using in their account details by clicking on the user account drop-down menu in the top right of the agent console at https://up.gotoassist.com (v4) and https://console.gotoassist.com (v5) and viewing the "Current Version" listed.

How do I log in to the correct product version?

Sign-in is determined based on the last session run and users will continue to be able to switch between GoToAssist v4 and GoToAssist v5 as desired. Desktop app users can continue to sign in by launching your desktop application. Users that sign in from the website or a bookmark will automatically be directed to the version last used. As an example, if an agent’s last session was in GoToAssist v5, when they next “sign in” it will direct them back into GoToAssist v5.

Can I use both product versions?

GoToAssist v4 admins and agents will be able to use GoToAssist v5. Any user who has run a session GoToAssist v4 in the past 90 days will see a button link in GoToAssist v5 to easily return to the GoToAssist v4 expert console. This link is not presented to admins and agents using GoToAssist v5 exclusively.

Can I use the GoToAssist mobile upgrade?

Users may purchase the v5 mobile upgrade but must be logged into the GoToAssist web console v5 (console.gotoassist.com) or GoToAssist Desktop console v5 to run a mobile session. Agents can remotely view iOS devices and remotely view and control Android devices including Samsung, LG, Motorola, Huawei running Android 10 and earlier versions.

Who can purchase the GoToAssist Mobile Upgrade v5?

Billing admins can purchase the mobile upgrade and licenses can be allocated to those agents that support mobile users.

Will session transfer work between versions 4 and version 5?

No. GoToAssist v5 uses a more modern technology that is not backward compatible with GoToAssist v4 screen streaming.

Is GoToAssist v5 compatible with my existing unattended computers?

As GoToAssist v4 users explore the benefits of GoToAssist v5, we’ve removed the burden of reinstalling unattended machines in GoToAssist v5. Meaning, any unattended machine set up in GoToAssist v4 will be viewable and actionable in GoToAssist v5. However, unattended machines set up in GoToAssist v5 are not viewable in GoToAssist v4.

What are the advantages of upgrading to version 5?

Upgrading to GoToAssist v5 provides an increase in ease of use and flexibility. Agents have the choice of a downloadable desktop or web-based application to select the interface that best suits their needs and individual preference. Visual cues guide the agent and end user through the connection process for a seamless join flow. Better yet, customers can upgrade to the latest version easily and at no additional cost.

GoToAssist v5 provides better support for Mac and adds support for iOS devices. Compared to GoToAssist v4, GoToAssist v5 improves the MacOS Mojave + Catalina permission handling and compatibility with new Mac OS versions. Reverse screen sharing works on Windows and Mac machines (GoToAssist v4 supports Windows only). What’s more, the mobile upgrade lets agents remotely view iOS devices (note: Apple does not permit remote control of iOS devices).

For an additional fee you can unlock additional mobile support features including remote view of iOS devices and remote view and control for Android devices including Samsung, LG, Motorola, Huawei running Android 10 and earlier versions as well as unattended access for Android devices.

Are there plans to stop supporting GoToAssist v4?

We will support GoToAssist v4 for the foreseeable future. Our teams continue to maintain and deliver patches to enable users to leverage this service for their remote support needs.

Please note that new features and functionality will be accessible via the GoToAssist v5 solution and v4 users can access the latest version at no added cost.