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Gotoassist helpalert.exe download.Solved: Client unable to load GoToAssist - GoTo Community
Double-click a query to relaunch the Alert pop-up, then click Yes to establish the connection. Note: Only representatives who are logged in to HelpAlert i. Settings for alert pop-up windows and notifications sounds can be configured under Alerts preferences.
The GoToAssist Corporate Customer application will be downloaded onto the customer's computer if not already pre-installed and launch the customer directly into session. See Introduction to Features and Tools to learn about what you can do once you're in a support session. Pre-Install the GoToAssist Corporate Customer Application If desired, managers can pre-install the GoToAssist Corporate Customer application as a service on a customer's Windows computer to reduce their session-join time, more easily enable certain features and prevent additional downloads.
The application includes the customer Chat box and the customer Viewer window. As a system or domain administrator, you can use the Microsoft Windows Installer MSI wizard to install, maintain and remove the GoToAssist Corporate Customer application across multiple computers within a network domain.
You can also deploy the application to specific computers, users or groups within a network domain through an Active Directory. This can be useful in environments where application installation on systems is locked down or tightly managed; in these cases, pre-installation can ensure that customers are able to join a support session.
These tools can be accessed via the HelpAlert Viewer window or Chat box toolbars. Support Session Features As a representative, you can do the following: Upgrade to standard session Web Chat is a portal feature that allows you to initially launch support sessions in a chat-only, web-based interface with the option to upgrade to a standard i.
This allows customers to participate in support sessions without downloading an. Sessions can take place completely within the Web Chat format, or they can be escalated into full screen-sharing support sessions in which case the customer is guided through the GoToAssist Corporate Customer download within the same Web Chat window, allowing the customer and representative to continue communicating throughout the download process.
View Shared Screens HelpAlert allows you to view your customer's screen in real time using the representative Viewer window. You can also remotely control the customer's mouse and keyboard, as well as share your own screen with the customer. Use Annotation Tools Annotation tools allow you and the customer to create and erase illustrations on the shared screen. This ability can assist you in focusing the customer's attention on a particular area when guiding customers during support sessions.
This can be helpful when completing software installation and upgrades. This can help you more quickly and easily assist customers by avoiding having to type out frequently used phrases and website URLs. Run as a Service GoToAssist Corporate can be run either as an application on a remote machine or as a service. The Run as a Service feature enables you to run GoToAssist at an administrator level on your customer s machine, enabling you to have the GoToAssist software run beyond the basic application level to more easily support end users.
Additional commands also become available when running as a service during a session. Request Windows Login Credentials You can request temporary use of the customer's log-in credentials for the current support session only, which will allow you to use their credentials without accessing or viewing their password Windows customers only.
If granted, this will allow you to reboot or unlock the customer's computer during the same support session, which can be helpful if the customer needs to leave their computer unattended while you are still working on it e.
Session features Upgrade to standard session While in web-based, chat-only support sessions i. Spell Check Run as a Session Transfer - Transfers screen-sharing session from one representative to another representative. Invite to Session - Allows you to invite another representative to view or assist with the session. View the customer's screen Note: Depending on your account's configuration, screen sharing may begin as soon as a customer joins or is upgraded to a standard support session.
Depending on your account's configuration, the customer will be prompted to approve screen sharing. They can click OK to continue. You will be prompted to approve screen sharing. Click OK to continue. The customer Viewer window will open on the customer's desktop and display your screen. Use annotation tools 1. Select an annotation tool, as follows: While viewing the customer's screen, click the Annotation icon in the Viewer toolbar or select Draw in the menu.
While sharing your own screen, click the Annotation icon in the Chat box toolbar or select Screen Sharing in the menu. Select the desired annotation tool Pen, Highlighter or Arrow Stamper. Click and drag the pointer on the screen to create the desired drawings. Erase annotation drawings Erase all existing drawings in any of the following ways: Click the Annotation icon in the toolbar and select Erase Drawings.
Right-click the shared screen and select Erase Drawings. Keyboard shortcuts Note: Hot keys must be enabled in Viewer Preferences in order to use these keyboard shortcuts. Press F8 on your keyboard to automatically switch to the Highlighter tool.
Press F9 on your keyboard to automatically switch to the Arrow Stamper tool. Press F12 on your keyboard to erase all drawings. For security and privacy purposes, the sender of a file must initiate the transfer and the recipient must accept the file for the transfer to begin. File transfer uses the same firewall and proxy-friendly connection techniques as screen sharing, and there are no restrictions on the type or size of files that can be sent.
Send files to a customer 1. Initiate the process in any of the following ways: Click the Transfer button in the representative Chat box or Viewer toolbars. Click and drag a file or folder into the message field of the representative Chat box. Select the individual who should receive the file e. When prompted, the customer can select which files they want to download using the check boxes and designate a download location by clicking Browse.
They can then click Receive to download the selected files. Receive files from a customer Note: File transfer must be initiated on the customer's computer in order for you to receive files. This can be done by the customer, or you can use screen sharing to do it on their behalf. On the customer's computer, initiate the process in any of the following ways: Click the Transfer button in the customer Chat box or Viewer toolbars.
Right-click the Session icon in the system tray and select Send Files. Click and drag a file or folder into the message field of the customer Chat box. When prompted on your own screen, select which files you want to download using the check boxes and designate a download location by clicking Browse. If selected, this option reboots your customer s machine in Safe Mode with Networking and automatically reconnects to the active support session. Note: In order for the customer's computer to successfully reconnect to the support session after rebooting, the reboot must be initiated from the representative Chat box or Viewer window, and the customer must keep their customer Chat box open during the process the GoToAssist system will automatically close the Chat box.
If Windows or a program installer prompts a restart for changes to take effect, you should choose not to restart from this dialog box, but instead use the reboot feature in the representative Chat box. Reboot and reconnect to the customer's computer 1. Click OK when prompted. If prompted depending on your account configuration , the customer should click Yes to allow the restart to continue.
Once the customer's computer has restarted, they should log in with their Windows credentials. If prompted depending on your account configuration , the customer should click Yes to restart screen sharing. Note: Phone Mode configurations provide customers with the option to cancel the reconnection to the support session.
Note: If the customer uses a dial-up internet connection i. If they do not reconnect to the internet within 10 minutes, the support session will time out and they will need to resubmit a support request Citrix Online, LLC. Note: All data shown in the Remote Diagnostics screen is read-only. No system changes can be made through the Remote Diagnostics screen. Request system diagnostic information from customers 1. When prompted, the customer can do the following: Click OK to allow GoToAssist to send the representative their system information.
Click Cancel to deny the request for diagnostic information. Click View to review the information; then click either Send Information to authorize sending the information, Copy to Clipboard to keep a copy of the information for further analysis or Close to deny sending the information.
If the customer allows the information request, then the Remote Diagnostics window will open on the representative's screen. They can use it to do the following: Click the categories in the left-navigation to view the various system information. Right-click an item and click Copy to clipboard to copy the selection as text.
Click the Refresh button to update the listed information. Click the Copy button to copy all information as text or XML. Send a scripted message or URL 1. Above the message text field, click the Message icon or the URL icon. Select the desired pre-scripted message or URL. Click Send to send the text or hyperlink to customers as a chat message.
Click Yes to confirm when prompted. If the customer has UAC enabled on their computer, they should click Yes when prompted. If provisioned by an admin, the following options may be available to representatives clients must have administrative rights on their machines to allow access : Run as a Service This allows representatives to upgrade GoToAssist to run as a Service on client's computer during session.
Start as a Service This allows GoToAssist to begin the session as a service rather than having representatives upgrade during session. Note: Running GoToAssist as a service and logging in as an administrator will not violate or circumvent the security model on the customer s PC. Access is granted only if the customer is able to log in with the proper credentials of a local or domain administrator.
If the service install fails, the session will be run as an application as normal Citrix Online, LLC. When GoToAssist is running as a service, the following options become available: Send the Ctrl-Alt-Del command to the customer's machine. Allow the customer to switch user profiles without locking you out. Request and use login credentials from a customer to reboot or unlock their machine during the current session.
Running and Starting as a Service Note: Run as a Service and start as a service are configurable options that must be granted by an administrator; therefore, not all representatives will have these options. To run GoToAssist as a service 1.
Confirm running GoToAssist as a service by selecting Yes. If the customer is not logged in with administrator rights, GoToAssist prompts the customer to log in with the proper credentials of a local or domain administrator. Once GoToAssist is running as a service, you have the ability to use the other tools listed in the System menu. To start GoToAssist as a service If an account administrator has already provisioned access to starting as a service, GoToAssist will automatically attempt to begin support sessions as a service and representatives will not see the Run as a Service option on the System menu Citrix Online, LLC.
Note: The customer's password is securely encrypted on the customer s computer; neither you nor GoToAssist will ever be able to access or see your customer s password. All of the data will remain encrypted throughout the session and will be deleted automatically at the end of the support session. Request use of the customer's login credentials 1. If not doing so already, view the customer's screen. A Request window will open on the customer s computer.
The customer should enter their password their user name and domain name will be automatically populated and click OK. Once completed, customers will see a notification that the representative now has the ability to unlock or reboot their computer during the current session. Collaboration Tools Invite to Session Invite to Session enables you to invite additional representatives who can further assist with the remote session.
The invited representatives can be masked as additional attendees in the session. To invite additional representatives to the session 1. During the session, select the Invite to Session icon on your Viewer window, or from the Viewer window or Chat window, select the Session menu and then click Invite to Session. The Session Collaboration screen opens.
Search for a specific representative: a. Click a portal to broadcast the posting to all available representatives. Choose whether the invited representative is visible to or hidden from the customer. A icon appears next to an unmasked representative's name. The original question posted by the customer may appear in the Comments field.
This text can be altered or appended to assist the next representative in understanding the issue. Click OK. The invited representative s receives a blue Alert dialog box which includes the comments given by the inviting representative. Customers stay connected to support representatives throughout the escalation process so they do not have to repost their support query.
Note: Session transfer is an additional configuration option that will not apply to all GoToAssist implementations. To transfer a session to another representative 1. During the session, select the Session Transfer icon on your Viewer window, or from the Viewer window or Chat window, select the Session menu and then click Session Transfer. The Session Transfer dialog box appears with its Available Representatives window. Add any comments which would give the second representative direction in helping with the support issue.
The customer does not see this information. If an entire portal is selected, all representatives logged in and available within this portal receive the request. The Question field of HelpAlert displays your log-in name. The comments are viewable by the next representative in the pop-up Alert and the posting in HelpAlert.
Note: If no representatives are logged in to the second portal, you receive a dialog box with the following message: This session could not be transferred. A separate browser window notifies the customer of the following: No representatives are online. The representative who wishes to accept the transferred session replies by clicking Yes on the orange pop-up Alert or by double-clicking the posting in HelpAlert.
Note: The portal can be configured to disconnect the first representative from the customer prior to the connection with the second representative. The customer must go through the download again prior to engaging in a session with the second representative. In most configurations, the customer must click OK on the screen sharing authorization dialog box to allow the second representative to view and share the screen.
Once in session, you can chat with Android customers and retrieve diagnostic information about their devices. For customers with Samsung devices, you can also use screen sharing to view the customer's Android device and take control of the screen.
Chat with the customer via text messages. Retrieve diagnostic information about the customer's device. GoToAssist Corporate app Android customers with non-samsung devices or those running 2. Connect with an Android customer 1. In the Code Management window, configure the new code s as follows: If desired, enter a unique identifier for the code e. Select the correct portal. From their Android device, customers can tap the Session URL to be launched into the support session.
They can then manually enter the Session Code provided by the you. Once in session, customers will immediately see the Chat screen and a message that their screen is being shared. Note: If desired, admins can log in to the Management Center to configure support portals to ask customer approval for screen sharing and diagnostics.
You will see the same Chat window that is shown when in standard screen sharing sessions with a Windows or Mac computer, as well as the Viewer window with the customer's screen. Customers can end the session at any time by tapping the Exit icon in the toolbar. You can end it by closing the Chat or Viewer windows. Retrieve diagnostic information 1. Once in session with a customer, click the Diagnostics icon in the toolbar.
Customers will see a Share Device Information? They should tap Yes. You will be required to change the password at regular intervals, depending on your account configuration. Enter your login and current password. Enter and re-type a new password that meets the following requirements: Different from your login name, first name or last name Between 8 32 characters At least 3 of the following items: uppercase alphabet [A-Z], lowercase alphabet [a-z], numbers [] or special symbols 4.
Click Submit when finished. Click the Preferences icon in the HelpAlert toolbar and select Alerts. Make the desired changes, as follows: Pop-up Alerts When an incoming query is received, the representative receives an alert via popup window if enabled below.
Select how long the initial alert window is displayed. Reminder Pop-Up Alerts When an initial alert window is closed but the incoming query is not addressed, the representative receives reminder alerts via additional pop-up windows if enabled below. Select how quickly a reminder alert appears once the initial alert has been closed, and how long the reminder alert window is displayed.
Make the desired changes, as follows: Incoming Query Settings In the HelpAlert application, query reminder icons are color-coded with increasing urgency to denote how long the customer has been waiting.
Select how many seconds should elapse before the reminder icon turns yellow and then red. Select how frequently the query is updated from the Citrix server with the correct colorcoding. Column Display You can modify which columns are displayed in the various sections of the List View window. Select which columns are displayed and their order in the Incoming Queries section, In Session section and Session History section. Click OK when finished.
Click the Preferences icon in the HelpAlert toolbar and select Chat. Select how many seconds should elapse before the customer tab changes from green to yellow and then red. Select the default font size in which the chat text is displayed. View the maximum number of concurrent chats that a representative can be in. Note: The "Maximum number of concurrent chats" setting can be configured by managers in the Management Center.
Click the Preferences icon in the HelpAlert toolbar and select Viewer. Make the desired changes, as follows: Screen Size Configure how the Viewer window displays the customer's desktop while in session. Select whether the Viewer window is displayed in full-screen or window mode.
Select whether the customer's desktop is displayed in actual size or is scaled to fit within the Viewer window. Viewer Options Enable and disable various features for the Viewer window using the check boxes, as follows: Start all incoming screen sharing sessions in separate Viewers This option opens a new Viewer window for each new support session, as opposed to using individual tabs for each session within the Viewer window. Dim Viewer when inactive This option temporarily deactivates the Viewer window when it is not the focused window, providing a shaded transparency and segregating mouse control between the representative and the customer.
Pass Windows keys to remote computer This option allows some Windows key functionality to be passed to the customer's computer e. Don't show multiple monitor notification when connecting to a customer This option enables or disables the automated prompt that displays the multi-monitor shortcuts when you connect with a customer with multiple monitors. Select Viewer Color Customize the window color of the Viewer. This also maps the arrow keys and the keypad number keys for use in screen navigation.
Click the Preferences icon in the HelpAlert toolbar and select Host. Make the desired changes, as follows: Performance Settings Configure various settings that affect the appearance and speed of support sessions and the Viewer. Select the operating system of your computer Windows, Mac or smartphone. Select the color quality of the Viewer window.
Use the performance slider to automatically enable and disable various performance settings for better speed or better appearance. The further the slider is moved toward "Better Speed," the more of the following settings are disabled to improve performance: Display effects Desktop wallpaper Font smoothing Display window contents while dragging Show transparent windows 3.
Use custom clipboard actions Copy Ask me if I want to copy the data to my local clipboard Automatically copy the data to my local clipboard Reject it automatically 3. To create a new Account Password 1. From the HelpAlert Login window, choose Forgot your password?
In the Login field, enter the HelpAlert login in address format. Re-type the login in address format. Click Submit. An will be sent to your address with a link to create a new Account Password. Go to your and click the link to create a new Account Password. A web page generates, where you can enter your new Account Password. Enter your new Account Password.
Re-type your new Account Password to confirm. You can try a few different things: Confirm your login is in format. Confirm your login and password are in lowercase. Have your manager reset your password. Your account is not in an active state. Please contact your Citrix Online account manager for reactivation. You can try doing the following: Check your Internet connection. Ask your manager to check for firewall changes.
Ask your manager to check for proper IP configuration. What ports does GoToAssist use? All GoToAssist software connections are outbound, requiring TCP connections to ports 80, or What are the minimum browser requirements to begin a screen-sharing session with my customer? The minimum browser and version required for the customer is as follows: Internet Explorer 7.
How can I increase or decrease the amount of time my pop-up alerts show on my screen? Default length is 30 seconds. How do I draw and erase the annotations on the shared screen? From the Viewer window s Draw menu, select Erase all drawings. See Drawing Tools for more information. How can I take a screen shot of my customer's screen? Press the Print Screen key on your keyboard. While you are in a session, you can share the Windows clipboard with your customer where you can select and copy text.
Why don t the arrow keys and the number pad on my keyboard operate i. They only scroll the Viewer window. If the keyboard shortcuts function is on: 1. Uncheck Enable Menu Shortcuts. To activate these features, return to the Viewer window s Tools menu and select them individually as needed. If the Windows keys function is on: 1. The size of the file is not limited or restricted. Is there a timeout when no activity occurs on either my computer or my customer s computer?
There is no timeout. The session will continue until either side ends the session by closing the Chat window. Is there a limit to the duration of a session? Is there a limit to the number of sessions that I can run? What is the Comments field at the bottom of my Chat window? The Comments field is used to leave pertinent session information for your manager via the Management Center. Additionally, it's used to view comments left by a support representative prior to transferring a session.
This field is for the second representative to review upon accepting the session. Please contact your Citrix Online account manager for more information on the Session Transfer function. When would I use the Arrange options in the Windows menu of my Chat window? The Arrange option is pertinent only when you have more than 1 Chat session occurring simultaneously and need to apply the windows in a uniform manner.
Please contact your Citrix Online account manager for more information on the Multi-Chat feature. This app was rated by 1 users of our site and has an average rating of 4. The app is listed on our website since and was downloaded 86 times. We have already checked if the download link is safe, however for your own protection we recommend that you scan the downloaded app with your antivirus.
Your antivirus may detect the GoToAssist Corporate as malware as malware if the download link to com. This will redirect you to Google Play.
Tap on the Install button located below the search bar and to the right of the app icon. A pop-up window with the permissions required by GoToAssist Corporate will be shown. Click on Accept to continue the process. Community Help. News and Release Notes. GoTo Connect. GoTo Resolve. GoToAssist Service Desk.
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