HOW TO

How to Manually Uninstall Unattended Support from a Mac

Issue

Objective

Manually uninstall GoToAssist Remote Support Unattended Support on macOS

Environment

  • GoToAssist Remote Support
  • Unattended Support
  • macOS

Procedure


Method 1:  Use the GoToAssist Removal Tool

  1. Download the GoToAssist Removal Tool
  2. Extract the .zip file
  3. Run GoToAssist Removal Tool
    • ProTip: If you are alerted that this app is not allowed to run, right click on it and select Open for a one-time bypass
    • Note: The user will be prompted to enter their Mac password
  4. Reboot

Method 2:  Remove the necessary files manually
  1. Click Finder in the Dock
  2. Click Go
  3. Click Go to Folder...
  4. Type ~/Library
  5. Click Go
  6. From ~/Library, remove the following files (note: all files may not exist, but if they do, remove them): 
    1. /Application Support/CitrixOnline/GoToAssist Customer 
    2. /Application Support/LogMeIn/GoToAssist Customer
    3. /Preferences/com.citrixonline.GoToAssist Express.plist
    4. /Preferences/com.citrixonline.GoToManage.plist
    5. /Preferences/com.logmein.GoToAssist Express.plist
    6. /Preferences/com.logmein.GotoManage.plist
    7. /LaunchAgents/com.citrixonline.g2ax.customer.LaunchAgent.plist
    8. /LaunchAgents/com.logmein.g2ax.customer.LaunchAgent.plist
    9. /LaunchDaemons/com.citrixonline.g2ax.customer.CommAgent.plist
    10. /LaunchDaemons/com.logmein.g2ax.customer.CommAgent.plist
  7. Empty the Trash 
  8. Reboot the Mac OS 

Answer

Cause

Resolution

Additional Information

NOTE: It is necessary to reboot prior to re-attempting to install Unattended Support after following the above listed process.