HELP FILE

Mobile Feature Comparison

    The features that are available from your mobile device will depend on your device manufacturer, mobile operating system and version, and whether you are an agent (hosting a support session) or a customer (attending a support session). Use the chart below to see what features are available on each mobile device.

    Joining from a Windows computer

    Session Features Hosting from an iOS device Hosting from an Android device
    View customer's screen
    Use remote control***
    Chat with customer
    Transfer files***
    Retrieve remote diagnostics
    Record screen sharing***
    Use drawing tools
    Send Ctrl+Alt+Del
    Reboot
    Reboot in Safe Mode
    Upgrade to run as a service
    Set up unattended support***
    Invite other agents to join (session collaboration)
    Create session notes
    Change Settings
    Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.

    Joining from a Mac

    Session Features Hosting from an iOS device Hosting from an Android device
    View customer's screen
    Use remote control***
    Chat with customer
    Retrieve remote diagnostics
    Record screen sharing***
    Use drawing tools
    Send Ctrl+Alt+Del (Windows only) N/A
    Reboot (Windows only) N/A
    Reboot in Safe Mode (Windows only) N/A
    Upgrade to run as a service (Windows only) N/A
    Set up unattended support***
    Invite other agents to join (session collaboration)
    Create session notes
    Change Settings
    Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.

    GoToAssist (Customer) APK and App for Customers

    Joining from an iOS device

    Restriction: Customers cannot join a GoToAssist Remote Support v4 session using an iOS device. For more information, please see the system requirements for Agents and Customers.

    Joining from a Samsung device

    Session Features Joining using the Android (Customer) APK
    Share your screen
    Allow remote control***
    Share your camera
    Chat
    Transfer files***
    Remote diagnostics
    Allow recorded screen sharing***
    Use drawing tools
    View app info
    Send log files
    Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.

    Joining from an LG device

    Session Features Joining using the Android (Customer) APK
    Share your screen (with Screensharing plugin for LG)
    Allow remote control*** *
    Share your camera
    Chat
    Transfer files***
    Remote diagnostics
    Allow recorded screen sharing***
    Use drawing tools
    View app info
    Send log files
    Note: * Remote control is not supported on LG Nexus 5 devices. Customers joining from this specific device will have view-only screen sharing.
    Note: *** These features are dependent on the your user group settings or individual user settings, which are set by the administrator.
    Note: If you are joining a support session from a Samsung device using a new installation of the GoToAssist (Customer) v4 APK for Android (installed on or after January 30, 2021), remote control is not supported. In order for the agent to use remote control, you must join the support session using the GoToAssist Support - Customer v5 app for Android. Learn more.

    Joining from a non-Samsung or non-LG device

    Session Features Joining using the Android (Customer) APK
    Share your screen

    *

    *Only supported on Android OS 5.0.X (Lollipop) or later

    Allow remote control***
    Share your camera
    Chat
    Transfer files***
    Remote diagnostics
    Allow recorded screen sharing***
    Use drawing tools
    View app info
    Send log files
    Article last updated: 27 September, 2022