1. Gotoassist Expert Catalina
2. Gotoassist Catalina
3. Go To Assist Catalina

GoToAssist Remote Support. A seamless support tool that allows you to deliver on-demand or unattended assistance securely and easily. GoToAssist Service Desk. A simplified, cloud-based application for managing your IT services using ITIL best practices. GoToAssist Seeit.

• Microsoft Word - GoToAssist Catalina Guide 4156-8007-1713 v.1.docx Author: 6DC Created Date: 1/22/2020 10:59:11 AM.
• New security features have been added to macOS Catalina (10.15) that require additional permissions for using the full feature set of the GoToAssist Expert desktop applications for Windows and Mac and/or RescueAssist. In order to remotely control your customer's Mac running macOS Catalina, the steps below must be performed on the customer's Mac.

Topics Map > IT Help Desk Services > Applications
Topics Map > IT Help Desk Services > Remote Support

This article outlines how to connect to the Help Desk through RescueAssist. You must be sent an invitation from the Help Desk so, if you require this type of support, please call (920) 465-2309 or email helpdesk@uwgb.edu.

Related KBs:
RescueAssist - Connecting as a Customer

1. Select the link sent to you by the Help Desk or go to fastsupport.gotoassist.com. Fill in your name and the support key provided by the Help Desk.

• If it's your first time joining a session, you will be prompted to download the GoToAssist Opener 'helper' application. Once installed, the GoToAssist Customer application will launch, and you will be joined with the agent in a support session.
• If you've joined a session before and have previously installed the GoToAssist Opener 'helper' application, the GoToAssist Customer application will launch you directly into a support session with the agent.

2. In the top left corner of the desktop, select the Apple icon.

3. Select System Preferences.

4. Select Security & Privacy.

5. Select the Privacy tab.

6. Select Unlock, and enter your credentials.

7. Make the following changes:

1. In the left side bar, select Accessibility, and make sure the GoToAssistRemoteSupport box is checked:
   

b. In the left side bar, select Screen Recording, and make sure the GoToAssistRemoteSupport box is checked:

c. Note: You may not see all of the boxes listed. If you see none of the boxes listed, please end the session and try connecting again.

d. End-users on Catalina 10.15.2 need to also perform the following additional setting: System Preferences > Security & Privacy > Privacy > Full Disk Access > GoToAssistRemoteSupport

8. Select the Lock icon to prevent any further changes. Your settings are saved automatically.

Once you have joined a support session, you are prompted to share your screen with the agent and allow them to remotely control your keyboard and mouse. You can choose Stop Screen Sharing on the GoToAssist Customer toolbar to stop screen sharing and remote control at any time.

HELP FILE

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.

1. 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.
2. 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

1. 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.
2. 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.

Gotoassist Expert Catalina

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

Gotoassist Catalina

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.

Go To Assist Catalina

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).