HELP FILE

System Requirements for Customers

    As a customer, you can easily join support sessions hosted by an agent using GoToAssist Remote Support v4 from your desktop or mobile device get assistance - anytime, anywhere! Below are the system requirements to join a support session as a customer.

    Note: These system requirements apply to GoToAssist"s Remote Support v4 only; see separate system requirements for using GoToAssist Remote Support v5. If you are an agent attempting to host a support session, see the System Requirements for Agents.
    Note: Remote control via GoToAssist Remote Support v4 and v5 is not supported on Android TV devices.
    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.

    Join from a Windows or Mac computer

    You can easily join an attended GoToAssist Remote Support v4 session from your Windows or Mac computer, or allow an agent to connect to your machine in an unattended support session. To do so, you will need the following:

    • Attended sessions - Invitation or Support Key (provided by the agent) to join an attended support session. Learn more.
    • Unattended sessions - Unattended access installed (Windows or Mac unattended installer provided by the agent) to allow the agent to connect via unattended support sessions. Learn more.
    Note: GoToAssist Remote Support v4 sessions cannot be hosted or joined in a Citrix-based environment.

    Announcement: If you are setting up unattended support on a Mac, please be sure that the Mac user account name does not contain a space or the installation will fail. Learn more.

    Operating System:
    • Windows 7 Service Pack 2 or later
    • Windows Server 2008 R2 or later
    • macOS 10.9 (Mavericks) or later
    Web Browsers:
    • Google Chrome (current version)
    • Mozilla Firefox (current version)
    • Microsoft Edge v20 or later
    • Internet Explorer v9 or later
    • Apple Safari (current version)
    Internet Connection:
    • Broadband internet connection with 1+ Mbps
    Hardware:
    • Intel Processor (2GB of RAM or better)
    Software:

    Join a chat-only session from iOS

    Customers cannot join a GoToAssist Remote Support v4 session using an iOS device.

    Join a support session from Android

    To join a GoToAssist Remote Support v4 session from your Android device, you will need the following:

    Note: A touchpad display is required in order to use GoToAssist Remote Support v4 and v5 on an Android device (i.e., headless devices and/or Android TVs are not supported).
    Note: If you are joining a support session from a Samsung device using a new installation of the GoToAssist (Customer) v4 app 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 Remote Support v5 Customer App for Android. Learn more.
    Attention: Joining support sessions using the GoToAssist (Customer) APK for Android on Samsung 10 or newer mobile devices and/or any mobile device running Android OS 11 (Pie) or later is not supported. To join sessions from these device types and/or Android OS, customers must use the GoToAssist Remote Support v5 Customer App.
    Mobile Operating System:
    • Android OS 4.4 (KitKat) or later
    Mobile Device:
    • All devices
    Internet Connection:
    • 3G (or better) or Wi-Fi
    Mobile App:

    GoToAssist (Customer) APK for Android

    Attention: The GoToAssist (Customer) app for Android from the Google Play Store will retire soon. For optimal performance, please use the GoToAssist (Customer) APK for Android.
    Features: Features will vary depending on your mobile device manufacturer, version of Android OS and GoToAssist APK for Android you are using. For more information, see Mobile Feature Comparison.