Gotoassist Catalina Download
Gotoassist Remote Support Catalina

HELP FILE

Using GoToAssist On A Mac Running Mojave, Catalina or Big Sur. Note: The following instructions were sent to us by one of our fabulous customers. When installing GoToAssist on a Mac running OS 10.14, 10.15 or 11, you will need to make changes in System Preferences before your Mac will allow Open Dental Support to remotely access it. This is done to. Starting with macOS 10.14 Mojave and Catalina, you must give the Screen Recording (Catalina/Big Sur only) and Accessibility permissions to VNC Connect. If you do not grant these permissions you will see a blank screen in VNC Viewer and/or have view-only access.

How do I use Remote Control?

When you are the Presenter, you can grant other attendees shared control of your keyboard and mouse. This allows them to move the mouse around your screen and use their own keyboard to type on it for added collaboration. Of course your mouse always has priority - you can override attendees' mouse movements to temporarily regain control without removing their access.

Share keyboard and mouse control with others

You can give keyboard and mouse control to multiple attendees at once.

Note: Are you seeing something different? Click here for help.

Give attendees keyboard and mouse control in the following ways:
- In the People pane, right-click or click the Arrow icon next to the desired attendee and Give Keyboard and Mouse.
- In the Presenter toolbar, click Remote Control > Give Access To and select the desired attendees. If you're on a Mac, you can allow all attendees with keyboard and mouse control by clicking Everyone.
All attendees with keyboard and mouse control will have a Check icon next to their name. Attendees will see a notification that they have been given access to the presenter's keyboard and mouse.
Note: Attendees who joined via the browser-based app must switch to the desktop app and then be made the presenterto share keyboard and mouse control. Mobile attendees cannot use this feature.

Temporarily take control of your keyboard and mouse

Simply type or move your mouse to re-gain control temporarily. The other person can continue to control your keyboard and mouse, but you will override their movements.
Instruct the person with keyboard and mouse control to resume controlling your screen when you're finished.

Remove keyboard and mouse control from others

You can remove keyboard and mouse control in the same way that it was granted.

In the People pane, click Give Keyboard and Mouse next to the desired attendee so the Check icon disappears.
In the Presenter toolbar, click Remote Control > Stop Remote Control.

Why won't keyboard and mouse control work for certain apps?

You might notice that your attendees are unable to use your keyboard and mouse within certain specific apps. This is due to a conflict with the Windows Integrity Mechanism and likely indicates that the app is running at a higher integrity level than the GoToMeeting desktop app. For example, if an app on your computer is running as admin (which uses a high integrity level), then other attendees will be unable to use your keyboard and mouse within it because the GoToMeeting desktop app runs at a medium security level.

If you know that you want your attendees to be able to access an app that runs at a higher integrity level, you must launch GoToMeeting as an admin when you start your session (by right-clicking the app and selecting Run as admin).

HELP FILE

Use the GoToAssist Expert Desktop App (Mac)

Agents can download and install the GoToAssist Expert desktop application for Mac to host attended and unattended support sessions with customers on their computer. Once installed, agents can launch the application to see the GoToAssist Viewer , where they can see the customer's screen and use the options in the Viewer toolbar to support customers.

Once the GoToAssist Expert desktop application is installed, it will automatically launch. The desktop app is made up of 2 basic components, as follows:

Use the Viewer window and its features.
Use the Application menu and its features.

Use the Viewer window

The Viewer window is the main application window of the GoToAssist Remote Support software. It features a persistent toolbar along the top of the GoToAssist application window that allows agents to use all the available session tools, as well as options in the Application menu.

Use the Application menu

Mac agents can find and open the application to access an additional menu in the top navigation called the Application menu, which includes the options listed below. Please note that you must click on the GoToAssist Expert application in order for 'GoToAssist Expert' to appear as the active application in the Menu bar.

Gotoassist Catalina Download

Features from the Viewer toolbar and Application menu

Note: Drawing tools is not supported on the agent desktop app for Mac. Additionally, features marked with *** are only available when connected in a support session with a Windows computer.

Start an Attended Support Session
- From the Viewer toolbar, click the Session icon and select Start Session to create a new attended support session.
- From the Application menu, select Session > Start Support Session.
Join a Session
- From the Viewer toolbar, click the Session icon and select Join Session to join an attended session as a customer, or join an existing session hosted by another agent (i.e., session collaboration).
- From the Application menu, select Session > Join Session.
Invite Technicians
- From the left navigation of the Viewer toolbar, click the Session Settings icon and select Invite Technicians, then choose Copy Session URL or Email Session URL to invite another agent to your active session.
- From the Application menu, select Session > Invite Technicians > Copy Session URL or Email Session URL.

Gotoassist Remote Support Catalina

Manage and Connect to Unattended Support Computers
- From the Viewer toolbar, click the Unattended Support icon and select View Unattended Computers to view your list of Unattended Support Computers and manage or connect to them.
- From the Application menu, select Window > My Unattended Computers.

Use Screen Sharing
- From the Viewer toolbar, click the Screen Sharing icon and select View Customer's Screen, Share My Screen, Stop Screen Sharing, Blank Screen***, or any of the additional Viewer sizing options in the menu as your screen sharing options.
- From the Application menu, select Screen Sharing > View Customer's Screen, Share My Screen, Stop Screen Sharing, or Blank Screen***.

Reboot or Reboot in Safe Mode***
- From the Viewer toolbar, click the Tools icon and select Reboot or Reboot in Safe Mode*** to begin the process of rebooting your customer's computer.
- From the Application menu, select Tools > Reboot or Reboot in Safe Mode***.
Run as a Service***
- From the Viewer toolbar, click the Tools icon and select Upgrade to Run as a Service to allow the support session to run as a service (instead of an application) and gain access additional features during your session.
- From the Application menu, select Tools > Upgrade to Run as a Service.
Set Up Unattended Support
- From

Goto Assist Catalina